April 2004 - otrs - OTRS mailing lists

RE: [otrs] How to remove field and set its default?
by Covert, Jake 27 Apr '04

27 Apr '04

I can confirm this as well with 1.2.3. ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com ********************************* Wes Plate wrote: > On 4/15/04 9:54 AM, "Martin Edenhofer" wrote: > >>> On the New FAQ Article page I would like to remove the Language >>> Pop-up (since I don't need it), and set the default language to >>> English for all newly created articles. >>> >>> Where should I look? Thanks. >> >> The default language is the langauge of the current agent. > > Not for me. I'm using 1.2.2, and my user language is set to English. > But when I create a new FAQ article, I get "de" as the default > selection.

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How to remove field and set its default?
by Wes Plate 27 Apr '04

27 Apr '04

On the New FAQ Article page I would like to remove the Language Pop-up (since I don't need it), and set the default language to English for all newly created articles. Where should I look? Thanks. -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

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RE: [otrs] LDAP and active directory authentication problems
by Thomas Nilsen 27 Apr '04

27 Apr '04

Since OTRS 1.2 supports basic http auth, one should be able to write a new login front-end that uses the Apache AuthenNTLM module. The problem is that the username returned by apache is based on "domainname\username", hence the need for a new login front-end that modifies the username before sending it to the login function of otrs. Another problem with the AuthenNTLM is that it sometimes locks up when using POST. Where we use this module, we have set up a sublevel folder for /auth/ which does the authentication, and then pass the username on to the actual application via a session variables (PHP) or redirect. However, I have not yet had time to look at setting this authentication scheme up with OTRS... Thomas >-----Original Message----- >From: Erik Mathis [mailto:emathis@aiuniv.edu] >Sent: Monday, April 26, 2004 10:38 AM >To: User questions and discussions about OTRS. >Subject: Re: [otrs] LDAP and active directory authentication problems >> >>>Now that everything is working, I have one more question. >>>Will I be able to do Integrated Windows authentication using >>>Apache or will I have to port OTRS over to IIS for it ? >>> >>> >> >>I know you can do "single sign on" using HTTP basic auth, but >it appears >>that it compares the username logged onto a system against a >list of user's >>stored in apache (skips LDAP altogether). So, I don't think >that is exactly >>what you are after. I'd actually like to know more about >this too. Perhaps >>a cron could export LDAP user accounts into an Apache auth >file from time to >>time? >> >> >> > Using Pam and Winbind you should be able to this. >You will have to load the Auth_pam mod for apache. > >Also with winbind you can create a passwd type file of user names and >just have a cronjob with a simple perl or shell script to spit out a >.htaccess file if you don't want to mess with PAM. > > 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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Asset management informations into tickets
by Simone Balboni 26 Apr '04

26 Apr '04

Hi, with each new ticket, I'd like to integrate some info about hardware and software of the client retrieved from an Asset Management System. Actually I own "AM" by Computer Associates that is a central collector server with agents deployed on the local computers. Unluckly the database is not well documented! I was wondering if anyone of you realized with its own OTRS and its own Asset Management system an integration, and in particular: 1) which Asset Management system did you use to do that? 2) In which way (which Perl modules and which DTL pages) did you build the interface between the ticket (primary key is client, I suppose) and the Asset Database? Any help is very much appreciated, also to say: "dont do that, not possible!" Simone -- Simone Balboni, Ph.D. Centro Servizi Informatici di Ateneo Alma Mater Studiorum - Universita' di Bologna V.le Filopanti, 3 - 40126 Bologna (Italy) Phone: + 39 051 2095924 - Fax: + 39 051 2095918 e-mail: simone.balboni(a)unibo.it

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Saving Selections and reports
by Stig Graasbøl Rasmussen 26 Apr '04

26 Apr '04

I often have the need to make reports and statistics from my OTRS data and in this situations it would be very usefull to have the possibillity to save the result of searches and Select Box queries to comma separated files. Does anybody have experiences with doing that? [Feature suggestion:] in Utilities - Ticket Search it is already possible to save Search-Profile as Template. But it would be a nice feature also to have the possibility to save the Search Result as a comma separated file. It would also be a cool feature to have the possibility save the result of a Select-Box query as a comma separated file. /Stig

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RE: [otrs] LDAP and active directory authentication problems
by Tyler Hepworth 26 Apr '04

26 Apr '04

Nikunj Patel wrote: >I tried the fully qualified username for the > SearchDN parameter (I was using only the username before) and > IT WORKED !!! Great :-) > I tested the fact about users being added from the LDAP to > the database automatically on first login and it did not > work. The AD user has to be created as a Customer User before > he/she can access the system. I fully disagree with this. I have never prepopulated a user in OTRS yet and accounts are added automatically the first time they log in with authentication against AD. In fact, I have gone so far as to rewrite the code so that not only are they added to the OTRS database upon login, but they are also added to the appropriate group(s) based off of group(s) that they belong to in AD. So, no more OTRS administration for me. I let AD take care of it! Admins are automatically assigned as admins, agents as agents, etc. > Now that everything is working, I have one more question. > Will I be able to do Integrated Windows authentication using > Apache or will I have to port OTRS over to IIS for it ? I know you can do "single sign on" using HTTP basic auth, but it appears that it compares the username logged onto a system against a list of user's stored in apache (skips LDAP altogether). So, I don't think that is exactly what you are after. I'd actually like to know more about this too. Perhaps a cron could export LDAP user accounts into an Apache auth file from time to time? Hth, Tyler Hepworth

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adding logos to ORTS
by TT 23 Apr '04

23 Apr '04

Hey gang, I know this question has probably been asked before but how can you add companies logos to otrs? Thanks for all replies in advance! TT

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RE: [otrs] LDAP and active directory authentication problems
by Tyler Hepworth 22 Apr '04

22 Apr '04

> I am sorry if I confused anyone, but I wanted my agents to be > authenticated against the Active directory also. As far as I > can see in the otrs log file, its trying to use the > '[Kernel::System::Auth::DB::Auth]' module. I would like to > know if we have a corresponding LDAP module or can I simply > use the '[Kernel::System::CustomerAuth::LDAP::Auth]' module > and where can I specify that. Yes, you can auth your agents as well as your customers. That is what chapter nine talks about. To auth the agents, add the following to your config.pm $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'host.example.com'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=example,dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'admin'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'password'; $Self->{'AuthModule::LDAP::GroupDN'} = 'cn=otrs,cn=Users,dc=nspnet,dc=net'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; ***By the way, I forgot to mention that the admin name in SearchUserDN has to be a fully qualified name, i.e. admin(a)example.com (username@basedn). Open the snap-in "Active Directory Users and Computers". You can find this when looking at a user's properties, account tab, next to logon name. > I tried putting in the two lines that you mentioned. Also the > username and password were for the domain Administrator so it > should have worked if it was supposed to. I am able to > authenticate against the server using .net so I am sure that > it works and is accessible from the install machine. I also > tried to put the host name for the host as well as its IP address. Okay, here is the perl code extracted from kernel/system/auth/ldap.pm. Put it in a perlscript and run it directly from the console. It should give you a good idea whether you are able to connect or not use strict; use Net::LDAP; $Host = ' '; # Put your ldap server here $Admin = ' '; # Put your admin credentials here (fully qualified) $AdminPass = ' '; # Put your admin password here $Uid = ' '; # Put some user's name here that you want to get info about (does not have to be fully qualified - just the sAMAccountName my $SearchBase = ' '; # Put your searchbase here (dc=example,dc=com) my $Filter = "sAMAccountName=$Uid"; # Leave it just like that my $LDAP = Net::LDAP->new($Host) or die "Failed to connect to LDAP host!"; $LDAP->bind($Admin, password => $AdminPass)) or die "Permission to browse directory denied!"; my $Result = $LDAP->search( base=>$SearchBase, filter=>$Filter ) or die "Failed to retreive user information"; my $UserDN = ''; foreach my $Entry ($Result->all_entries) { $UserDN = $Entry->dn(); } if (!$UserDN) { print "User: $Uid login failed, no LDAP entry found! BaseDN='$SearchBase', Filter='$Filter'"; } > Did not find anything useful information about the directory > except the tree structure that I could see from the MMC snap-in. Fine, don't worry about it then. Hth, Tyler Hepworth

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Check box to select multiples tickets
by Nicolas Horchower 22 Apr '04

22 Apr '04

Hi all, Does someone has a patch to add a check box in queue view to all tickets ? The goal is to be able to fastly select multiple tickects (spams and virus) and to move them to delete in one step. Thanks, ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Nicolas HORCHOWER Group IT Manager TGS Europe mailto:nicolas.horchower@europe.tgs.com http://www.tgs.com

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Attachments and mysql max_packet_size
by Dennis.Buehring＠net-and-works.de 22 Apr '04

22 Apr '04

We often have problems with too large attachments and i know that i could increase the max_packet_size of mysql, but i dont want to :) It would be really nice if the attachment-size gets checked when an agent selects a file to attach ( that does not solve the problem with incoming mails/attachments, but that can be handled somewhere else..). Has anyone tried this already ? If not... another journey into the depths of OTRS :) mfg Dennis -------------------------------------------------------------------- net&works Netzwerke und Service GmbH Luetzerodestrasse 12 D-30161 Hannover, Germany Tel. +49 (0)511 6262 9317 buehring(at)naw.de http://www.naw.de --------------------------------------------------------------------

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