March 2004 - otrs - OTRS mailing lists

RE: [otrs] Compose Email
by Jason White 18 Mar '04

18 Mar '04

Robert, I am familiar with that area of the admin section and have built all the responses for existing tickets. That does not give me the canned responses if I am here http://localhost/otrs/index.pl?Action=AgentEmail I can not find a way for it to allow me to pick canned emails from http://localhost/otrs/index.pl?Action=AdminResponse Jason -----Original Message----- From: Robert Kehl [mailto:robert.kehl@otrs.de] Sent: Wednesday, March 17, 2004 3:52 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Compose Email On Wednesday, March 17, 2004 6:55 PM Jason White <jwhite(a)bluepointdata.com> wrote: > Is there a way when you compose a new ticket/email that you can use > predefined responses to the user that you are opening the ticket for? > An example would be we open a ticket for customers and always send > the same request when we open the ticket and would like to auto > populate the information automatically instead of having to retype it > ever time. You're wanting http://localhost/otrs/index.pl?Action=AdminResponse. While at the admin area once, have a cup of tea and a break as well as a look around. It's worth it. ;) hth, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388 _______________________________________________ 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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RE: [otrs] Routing Emails
by Jason White 18 Mar '04

18 Mar '04

Robert Thanks for the information. Below is my final version of the scripts. Do you see any thing wrong with my data? Also just to make sure I will add this in the Kernel/Config.pm file is the section add your code here. Sorry for the basic questions as I am still a newbee with OTRS. [...] # Job Name: 1-Match Restore Request for restore(a)example.com # (sort emails with From: restore(a)example.com # into queue 'Restore') $Self->{'PostMaster::PreFilterModule'}->{'1-Match'} = { Module => 'Kernel::System::PostMaster::Filter::Match', Match => { To => 'restore(a)example.com', }, Set => { 'X-OTRS-Queue' => 'Restore', }, }; # Job Name: 2-Match Subject request for sdc(a)example.com # (sort emails with From: sdc(a)example.com and Subject: Restore # into queue 'Restore') $Self->{'PostMaster::PreFilterModule'}->{'2-Match'} = { Module => 'Kernel::System::PostMaster::Filter::Match', Match => { To => 'sdc(a)example.com', Subject => 'Restore', }, Set => { 'X-OTRS-Queue' => 'Restore', }, }; [...] Thanks, Jason -----Original Message----- From: Robert Kehl [mailto:robert.kehl@otrs.de] Sent: Wednesday, March 17, 2004 3:49 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Routing Emails On Wednesday, March 17, 2004 3:01 PM Jason White <jwhite(a)bluepointdata.com> wrote: > Is it possible to route request to a Queue based on the subject line > of the email? > Also I have a couple of email alias's called restore(a)domain.com and > backup(a)domain.com they are aliases to support(a)domain.com . OTRS logs > in to the mail server with the support account to get the emails but > it routes the restore and backup request to the support Queue instead > of the restore queue. Both is achievable via the Postmaster::Filter modules. http://doc.otrs.org/1.2/en/html/receiving-email-filter-module.html Defaults.pm some examples, too: # fgrep -B1 -A32 "PostMaster Filter Modules" Kernel/Config/Defaults.pm Procmail can be used as well: http://doc.otrs.org/1.2/en/html/receiving-email-cmd.html hth, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388 _______________________________________________ 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 with mail import
by Jeff Griffiths 18 Mar '04

18 Mar '04

i'm using otrs 1.2 on suse 9 and am testing mail import. /opt/otrs/bin/PostMasterPOP3.pl -d2 is failing on a specific message. having looked over the code a little bit i suspect the problem is some sort of abberant attachment that is killing the script while trying to execute GetAttachments i'd really like to find the message thast is causing the problem, but -d isn't giving me enough info to track it down. i found the preceding message that doesn't fail but there aren't any messages around that date that might fit the profile. a c-worker suggested this might be an issue with an attachment being too large, does that make any sense? output: Message 475/3437 (support(a)ceres.activestate.com) New Ticket created! TicketNumber: 2004031710014253 TicketID: 1503 Priority: 3 normal State: new CustomerID: MAILER-DAEMON(a)mail2.ariadnamedia.ru CustomerUser: MAILER-DAEMON(a)mail2.ariadnamedia.ru From: MAILER-DAEMON(a)mail2.ariadnamedia.ru To: website-feedback(a)activestate.com Subject: failure notice MessageID: <200403050451.i254pJ9H020326(a)smtp5.ActiveState.com> Queue: Raw SenderType: customer ArticleType: email-external Message 476/3437 (support(a)ceres.activestate.com) Sub part(1/1)! Can't use an undefined value as a HASH reference at /opt/otrs/Kernel/System/EmailParser.pm line 366. support@ceres:/srv/www/htdocs/otrs_hacking> cheers, Jeff

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'PostMaster::PreFilterModule' problems
by Steven Shults 17 Mar '04

17 Mar '04

hi, i'm having trouble getting the 'PostMaster::PreFilterModule' working when following the instructions at http://doc.otrs.org/1.2/en/html/receiving-email-filter-module.html i'm running otrs-1.2.2-01 on a SuSE 9.0 with apache with mod_perl, mySQL etc. I seem to have everything i need working so far except 'PostMaster::PreFilterModule' Here is what i've put into Config.pm: [...] # ---------------------------------------------------- # # Dispatching rules for sorting / filtering mail # # ---------------------------------------------------- # # Job Name: 1-Match # (sort emails with From: @aol.com to Misc Queue) $Self->{'PostMasterPOP3::PreFilterModule'}->{'1-Match'} = { Module => 'Kernel::System::PostMasterPOP3::Filter::Match', Match => { From => '@aol.com', }, Set => { 'X-OTRS-Queue' => 'Misc', }, }; [...] I've got a seperate queue configured (let's call it MyQueue) and under AdminArea --> POP3 Account Management i've configured it to POP mail from an external account and it's set to Trusted=Yes, Dispatching="Dispatching by selected Queue", Queue="MyQueue", Valid=valid and when i send mail with 'no_such_user(a)aol.com' in the 'From' header to that POP account it goes to MyQueue instead of going to the Misc queue as it should. i've tried bin/PostMasterPOP3.pl -d2 and the logs show no mention of the filter at all. any ideas what i might be doing wrong? thanks, ~steven

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HTML in FAQ?
by Wes Plate 17 Mar '04

17 Mar '04

I didn't find info on this in the docs, so I'm asking here... If I want to supplement a FAQ article with graphics, can I embed HTML in my article? That would be helpful. -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

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FAQ article in >1 category?
by Wes Plate 17 Mar '04

17 Mar '04

Would it be possible for one FAQ article to be assigned to two categories? I have some items that don't apply to all categories, but apply to more than one. -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

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Compose Email
by Jason White 17 Mar '04

17 Mar '04

Hello Everyone, Is there a way when you compose a new ticket/email that you can use predefined responses to the user that you are opening the ticket for? An example would be we open a ticket for customers and always send the same request when we open the ticket and would like to auto populate the information automatically instead of having to retype it ever time. Thanks Jason

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Routing Emails
by Jason White 17 Mar '04

17 Mar '04

Is it possible to route request to a Queue based on the subject line of the email? Also I have a couple of email alias's called restore(a)domain.com and backup(a)domain.com they are aliases to support(a)domain.com . OTRS logs in to the mail server with the support account to get the emails but it routes the restore and backup request to the support Queue instead of the restore queue.

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RE: [otrs] CustomerAuth LDAP problem
by Thomas Nilsen 17 Mar '04

17 Mar '04

Vladimir, It is the Agent front-end that returns the Panic screen? If you can log on to the agent front-end, then the first part of your LDAP configuration seems correct. The next step is to debug the customer section of the LDAP configuration. Could you post the entire LDAP section of your Kernel/Config.pm file? (Just remove/change user/password entries). I would makes it easier to tell if there is a mistake in the config or not. But basically you need to configure CustomerKey and CustomerID in the CustomerUser section. It is probably here your config is wrong... Regards, Thomas >-----Original Message----- >From: Vladimir Gerdjikov [mailto:vladimir.gerdjikov@hebros.bg] >Sent: Wednesday, March 17, 2004 11:50 AM >To: User questions and discussions about OTRS. >Subject: Re: [otrs] CustomerAuth LDAP problem > > >Thomas Nilsen wrote: >> Hi, >> >> To use Active Directory as the autneitcator with Otrs, you >need to change >> your config to use sAMAccountName=otrs in stead of uid. AD >does not use >> "uid". To make sure you are using the right LDAP entries, >use the LDIFDE -f >> output.txt to dump the entire AD LDAP tree info to the >output.txt file (run >> this command on your server - or workstation if you have the >W2K Resource kit >> installed). You can then browse through the file to make >sure you have the >> right information regarding your OTRS user. >> >> As I recall, to use LDAP, you will need to have the net-ldap >utils installed >> for perl (unless my mind is playing up again...) >> >> Here is a dump of our OTRS Kernel/Config.pm AD auth >configuration. We take >> all info from ad, including admin users and customer users. >(Some of the >> fields is wrapped below!) >> >> ......... > >10x. This move things to right direction, but the end of the >battle is far, far >away. >Unfortunately, now the log file respond "loggen in" >successfully, but browser >form respond "Panic! No UserData!!!" :) >And (which is very disapointing) I can't search for users anymore. > >I've LDAP browser and check that "sAMAccountName" have value >user_name ("otrs" >in my case),but there is a lot of similar fields: "cn", >"name", "givenName". >Where I can read more? (please, don't point me to otrs.org, I >can recire all >lines, concerning LDAP) > >-- >Best regards, >Vladimir Gerdjikov > >Communication and NOS Manager, HebrosBank Head Office, +359 32/903435, >+359 888 578 458 >KeyID:BC821E9B from http://wwwkeys.uk.pgp.net >Fingerprint: 503C 54EE C1B0 B446 DD84 5A3A 4E05 4D62 BC82 1E9B > >_______________________________________________ >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/ > 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] CustomerAuth LDAP problem
by Thomas Nilsen 17 Mar '04

17 Mar '04

Hi, To use Active Directory as the autneitcator with Otrs, you need to change your config to use sAMAccountName=otrs in stead of uid. AD does not use "uid". To make sure you are using the right LDAP entries, use the LDIFDE -f output.txt to dump the entire AD LDAP tree info to the output.txt file (run this command on your server - or workstation if you have the W2K Resource kit installed). You can then browse through the file to make sure you have the right information regarding your OTRS user. As I recall, to use LDAP, you will need to have the net-ldap utils installed for perl (unless my mind is playing up again...) Here is a dump of our OTRS Kernel/Config.pm AD auth configuration. We take all info from ad, including admin users and customer users. (Some of the fields is wrapped below!) ---------------------- $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'w2k01.dummydomain.dummy.com'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=dummydomain,dc=dummy,dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=otrs,cn=Users,dc=dummydomain,dc=dummy,dc=com'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'pass'; # 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'} = 'w2k01.dummydomain.dummy.com'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=dummydomain,dc=dummy,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; # The following is valid but would only be necessary if the # anonymous user do NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=otrsr,cn=Users,dc=dummydomain,dc=dummy,dc=com'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'pass'; # (customer user ldap backend and settings) $Self->{CustomerUser} = Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'w2k01.dummydomain.dummy.com', # ldap base dn BaseDN => 'dc=domain,dc=dummy,dc=com', # 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 => 'cn=otrs,cn=Users,dc=dummydomain,dc=dummy,dc=com', UserPw => 'pass', }, # customer uniq id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type # [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], # [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], # [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], # [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; >-----Original Message----- >From: Vladimir Gerdjikov [mailto:vladimir.gerdjikov@hebros.bg] >Sent: Wednesday, March 17, 2004 9:32 AM >To: User questions and discussions about OTRS. >Subject: Re: [otrs] CustomerAuth LDAP problem > > >Robert Kehl wrote: > >> Find attached the necessary settings for both tasks. > >10x, for configs. Everything is more clearer, but I still >can't authenticate >successeful. >Error is: [Notice][Kernel::System::CustomerAuth::LDAP::Auth] >CustomerUser: otrs >login failed, no LDAP entry found!BaseDN='DC=hebros,DC=bg', >Filter='(uid=otrs)' > >I suspect that something is wrong with BaseDN when >authenticate, but WHAT?! >When I use DB authentication for users, I can search (not so >goog, may be >additional parameters are necessary, but serch is working), >therefore my BaseDN >is correct. > >What about user password? Does password is send in plain text, >or password is >send with some hash (MD5, SHA-1) to LDAP server (AD in my >case). Sorry, but I'm >not programmer and can't search through all this pers stuf. >This is my first attemt to authenticate someone non windows >user through AD and >I think that something is missing in my Linux server (PAM module?). > >-- >Best regards, >Vladimir Gerdjikov > >Communication and NOS Manager, HebrosBank Head Office, +359 32/903435, >+359 888 578 458 >KeyID:BC821E9B from http://wwwkeys.uk.pgp.net >Fingerprint: 503C 54EE C1B0 B446 DD84 5A3A 4E05 4D62 BC82 1E9B > >_______________________________________________ >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/ > 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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