March 2004 - otrs - OTRS mailing lists

RE: Graphs and Reports
by Matt Wentworth 25 Mar '04

25 Mar '04

"This is merely not possible. Please give the Revision of the file /opt/otrs/Kernel/Output/HTML/Standard/AgentUtilSearch.dtl. Find it in line 5." Thanks so much for helping out. I appreciate it. I'm fairly new to Linux, and learning on the fly. I wanted to make sure I got the right line for you so here's copy of the file.. /opt/otrs/Kernel/Output/HTML/Standard/AgentUtilSearch.dtl  <table border="0" width="100%" cellspacing="0" cellpadding="3"> <tr> <td align="left" class="table0""> <b>$Env{"Box0"}$Text{"Ticket Search"}$Env{"Box1"}</b> </td> </tr> <tr> <td align="center" valign="top" class="table1"> <p> <form action="$Env{"CGIHandle"}" method="get"> <input type="hidden" name="Action" value="AgentUtilities"> <input type="hidden" name="Subaction" value="Search"> <br> <table border="0" width="600" cellspacing="1" cellpadding="3"> <tr align="center"> <td colspan="2" class="table2">$Config{"TicketHook"}-$Text{"search (e. g. 10*5155 or 105658*)"}</td> </tr> <tr align="center"> <td colspan="2" ><input type="text" name="TicketNumber" size="30" value="$Data{"TicketNumber"}"></td> "AgentUtilSearch.dtl" [readonly] 100L, 3041C "You have to have some additional modules loaded. GD, GD::Text, GD::Graph. You have to be in the 'stats' group." My account is in the 'stats' group. Are the extra modules Perl Modules? Did I miss the section in setup for setting this up? Thanks again for all of the help, I'm so close to having this great system fully functional! :) Matthew Wentworth IT Administrator City of Dover, NH 288 Cental Avenue Dover, NH 03820-4169 e-mail: m.wentworth(a)ci.dover.nh.us phone: 603-516-6099 Dover: First in New Hampshire, First with you! http://www.ci.dover.nh.us This electronic message and any attachments may contain information that is confidential and/or legally privileged in accordance with NH RSA 91-A and other applicable laws or regulations. It is intended only for the use of the person and/or entity identified as recipient(s) in the message. If you are not an intended recipient of this message, please notify the sender immediately and delete the material. Do not print, deliver, distribute or copy this message, and do not disclose its contents or take any action in reliance on the information it contains unless authorized to do so. Thank you. ------------------------------ Message: 3 Date: Thu, 25 Mar 2004 11:15:24 -0500 From: "Wentworth, Matt" <m.wentworth(a)ci.dover.nh.us> Subject: [otrs] Graphs and Reports To: "'otrs(a)otrs.org'" <otrs(a)otrs.org> Message-ID: <9B210E615E37CB4DAA8A0B28C9A3100001AE06BB(a)citymail2.ci.dover.nh.us> Content-Type: text/plain; charset="us-ascii" I am looking for some help with being able to save my searches into different formats, and having the graphs write to the webpage. I'm running Redhat 8 with all the most recent packages. Installed the .rpm package for Redhat8 from the orts.org site. I have upgraded to OTRS 1.2.2. Under "Utilites" in my search page I don't have the section for "Result Form", also in the "Stats" page I have a section labeled Graph but no graphs below. I haven't been able to find anything in the users guide that refers to these. Please help. Thank you. Matthew Wentworth IT Administrator City of Dover, NH 288 Cental Avenue Dover, NH 03820-4169 e-mail: <mailto:m.wentworth@ci.dover.nh.us> m.wentworth(a)ci.dover.nh.us phone: 603-516-6099 Dover: First in New Hampshire, First with you! <http://www.ci.dover.nh.us> http://www.ci.dover.nh.us This electronic message and any attachments may contain information that is confidential and/or legally privileged in accordance with NH RSA 91-A and other applicable laws or regulations. It is intended only for the use of the person and/or entity identified as recipient(s) in the message. If you are not an intended recipient of this message, please notify the sender immediately and delete the material. Do not print, deliver, distribute or copy this message, and do not disclose its contents or take any action in reliance on the information it contains unless authorized to do so. Thank you.

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GenericAgent.pm errors
by Steven Shults 25 Mar '04

25 Mar '04

hello, things are going great with the otrs system we started using earlier in the week, really enjoying it, thanks for the great software. i'm running into errors in GenericAgent.pm which I've been unable to find any threads about in the archives of this list. the error refers to the first line of the 'close spam' job which i copy/pasted from http://doc.otrs.org/1.2/en/html/generic-agent-example.html#AEN1035 into my Kernel/Config/GenericAgent.pm here are the errors: tickets:/opt/otrs # bin/GenericAgent.pl Useless use of a constant in void context at /opt/otrs/Kernel/Config/GenericAgent.pm line 44. Useless use of single ref constructor in void context at /opt/otrs/Kernel/Config/GenericAgent.pm line 44. I'm running OTRS 1.2.2 under SuSE 9.0 my GenericAgent.pm version is GenericAgent.pm.dist,v 1.7 2004/02/12 perms are as set by rpm/YaST2 at install and a recent run of bin/SetPermissions.sh here is the job copy/pasted from my Kernel/Config/GenericAgent.pm: <snip> # -- # [name of job] -> close all tickets in queue Junk # -- 'close spam' => { # get all tickets with this properties Queue => 'spam', States => ['new', 'open'], Locks => ['unlock'], # new ticket properties (no option is required, use just the options # which should be changed!) New => { # new queue Queue => 'spam', # possible states (closed successful|closed unsuccessful|open|new|remove d) State => 'closed successful', # new ticket owner (if needed) Owner => 'root@localhost', # if you want to add a Note Note => { From => 'GenericAgent', Subject => 'spam!', Body => 'Closed by GenericAgent.pl because it is spam!', }, }, }, </snip> the queue named 'spam' does exist. any ideas what i might be doing wrong? tia, ~steven

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Graphs and Reports
by Wentworth, Matt 25 Mar '04

25 Mar '04

I am looking for some help with being able to save my searches into different formats, and having the graphs write to the webpage. I'm running Redhat 8 with all the most recent packages. Installed the .rpm package for Redhat8 from the orts.org site. I have upgraded to OTRS 1.2.2. Under "Utilites" in my search page I don't have the section for "Result Form", also in the "Stats" page I have a section labeled Graph but no graphs below. I haven't been able to find anything in the users guide that refers to these. Please help. Thank you. Matthew Wentworth IT Administrator City of Dover, NH 288 Cental Avenue Dover, NH 03820-4169 e-mail: <mailto:m.wentworth@ci.dover.nh.us> m.wentworth(a)ci.dover.nh.us phone: 603-516-6099 Dover: First in New Hampshire, First with you! <http://www.ci.dover.nh.us> http://www.ci.dover.nh.us This electronic message and any attachments may contain information that is confidential and/or legally privileged in accordance with NH RSA 91-A and other applicable laws or regulations. It is intended only for the use of the person and/or entity identified as recipient(s) in the message. If you are not an intended recipient of this message, please notify the sender immediately and delete the material. Do not print, deliver, distribute or copy this message, and do not disclose its contents or take any action in reliance on the information it contains unless authorized to do so. Thank you.

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RE: [otrs] Limit Agent user registration
by Thomas Nilsen 25 Mar '04

25 Mar '04

Auto registration might be the wrong term. But since we have set up AD as the main authentication source for both customers and agents, and using the same base dn, customers can then log on as agents as well by just entering their usernames/passwords twice. The first time they get the message: "Useraccount activated, retry.". Then they can log on to the agent front-end... They won't see any queues or anything, but we still don't want them to be able to register as agents. I hope that clarified the issue a bit... Thomas >-----Original Message----- >From: Robert Kehl [mailto:robert.kehl@otrs.de] >Sent: Thursday, March 25, 2004 12:51 PM >To: User questions and discussions about OTRS. >Subject: Re: [otrs] Limit Agent user registration > > >On Thursday, March 25, 2004 12:19 PM >Thomas Nilsen <Thomas.Nilsen(a)roxar.com> wrote: >> But will this also limit the Agent account registration? > >Sorry, I don't get you. There is no auto-regging for agents. > >Regards, > >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/ > 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] Limit Agent user registration
by Thomas Nilsen 25 Mar '04

25 Mar '04

But will this also limit the Agent account registration? >-----Original Message----- >From: Robert Kehl [mailto:robert.kehl@otrs.de] >Sent: Thursday, March 25, 2004 12:07 PM >To: User questions and discussions about OTRS. >Subject: Re: [otrs] Limit Agent user registration > > >On Thursday, March 25, 2004 12:00 PM >Thomas Nilsen <Thomas.Nilsen(a)roxar.com> wrote: >> What I was thinking of was just commenting out the code that allows >> "self registration" on the login page... if i knew where it is... ;-) > >In Config.pm: > > # CustomerPanelCreateAccount > # (use create cutomer account self feature) > $Self->{CustomerPanelCreateAccount} = 0; > >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/ > 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] Limit Agent user registration
by Thomas Nilsen 25 Mar '04

25 Mar '04

The problems with AD is that group memberships doesn't comply with the standard LDAP posix group structure. Group members in AD are listed with a serial number type entry - which doesn't directly reflect the users.. and I haven't quite figured out that it actually does reflect.. What I was thinking of was just commenting out the code that allows "self registration" on the login page... if i knew where it is... ;-) Regards, Thomas >-----Original Message----- >From: Robert Kehl [mailto:robert.kehl@otrs.de] >Sent: Friday, March 19, 2004 3:35 PM >To: User questions and discussions about OTRS. >Subject: Re: [otrs] Limit Agent user registration > > >On Friday, March 19, 2004 11:04 AM >Thomas Nilsen <Thomas.Nilsen(a)roxar.com> wrote: >> How can I disable this feature, and only allow already "approved" >> users access. By "approved", I mean users which I manually add to the >> system_user table. It's not pretty, but it works for us. > >You're looking for this feature: > > # 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->{'Customer::AuthModule::LDAP::GroupDN'} = >'cn=otrsallow,ou=posixGroups,dc=example,dc=com'; > $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'memberUid'; > # for ldap posixGroups objectclass (just uid) ># $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'UID'; > # for non ldap posixGroups objectclass (full user dn) > $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'; > >The corresponding LDIF: > >version: 1 > ># LDIF Export for: cn=otrsallow,ou=posixGroups,dc=example,dc=com ># Generated by phpLDAPadmin on March 19, 2004 3:31 pm ># Server: example.com (ldap.example.com) ># Search Scope: base ># Total entries: 1 > ># Entry 1: cn=otrsallow,ou=posixGroups,dc=example,dc=com >dn: cn=otrsallow,ou=posixGroups,dc=example,dc=com >cn: otrsallow >gidNumber: 2000 >objectClass: posixgroup >objectClass: top >memberUid: customerA >memberUid: customerB >memberUid: customerC > >You want to adapt the above to suit your ADS, possibly use >sAMAccountName somewhere... > >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/ > 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] root@localhost with ldap
by Thomas Nilsen 25 Mar '04

25 Mar '04

...or the easier way, just edit the system_user table by changing root@localhost to an entry of an existing username in your ldap tree. Regards, Thomas >-----Original Message----- >From: Yann RICHARD [mailto:zeuh@ifrance.com] >Sent: Thursday, March 25, 2004 10:53 AM >To: User questions and discussions about OTRS. >Subject: Re: [otrs] root@localhost with ldap > > >On Thu, 25 Mar 2004 10:13:39 +0100 >Matthias Eichler <mylists(a)ame.de> wrote: > >> Dear List, >> >> I've set up OTRS with LDAP Support. >> No I've the problem that I cant administrate the setup >> as the root account root@localhost doesn't exist in >> the LDAP database and should not exist, due to account- >> name policies, etc. >> >> So my question: how to I change the root account of OTRS >> to any other than root@localhost? >> >hi, > > - remove LDAP backend and replace the original backend. > - log in with root@localhost account > - add an account with a good username (who are valid in LDAP) > - add for this user the admin right > - replace in your Config.pm the Auth backend with LDAP > - login with the account you have created before. > - enjoy :) > > I think this work, I have do this but not sure I have >not forget a >stage. > > > Yann > > >-- > o--------------------------------------------------------------o > | Yann Richard | > | GPG FingerPrint: | >.oO| A2F4 1EFB 66B6 65F8 1093 E11A 3E0A 9DF6 72E7 DE9E | > `--------------------------------------------------------------o >_______________________________________________ >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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root@localhost with ldap
by Matthias Eichler 25 Mar '04

25 Mar '04

Dear List, I've set up OTRS with LDAP Support. No I've the problem that I cant administrate the setup as the root account root@localhost doesn't exist in the LDAP database and should not exist, due to account- name policies, etc. So my question: how to I change the root account of OTRS to any other than root@localhost? Thanks, Matthias

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Feature Request: global replace of updated customer email
by Covert, Jake 25 Mar '04

25 Mar '04

I've come across a situation that I think might be a good feature: I had a user call me and ask to change their email address. Happens pretty often. I went into the admin section and updated it. But I noticed that their old tickets (status: closed) and even their newer tickets (status: open) were not updated. Right now, I have to go in and update each ticket manually with their new user field. So the feature request is this: Is there any way you could have the system automatically update the customer information of their tickets if I change their email address? Or could there be some kind of global search and replace?

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OTRS integration with Bugzilla/RT
by Jeffrey Horn 24 Mar '04

24 Mar '04

I am wondering if anyone has worked on integrating Bugzilla (or another bug tracking system) tightly with OTRS. OTRS is great for customer care and help desk, but I'd like something more amenable to tracking bugs when things get down to that level. Has anyone worked on this idea? Am I missing something in OTRS that would make it more suitable for bug tracking? Thanks! Any input is appreciated. -- Jeff Horn

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