April 2004 - otrs - OTRS mailing lists

Making customer users see other customer users' tickets
by Stig Graasbøl Rasmussen 22 Apr '04

22 Apr '04

It's easy. :) Just give the customer users/group the same customer id. Each customer will see all ticket with the same customer id in customer panel. PS: Maybe you need to update the customer id in ticket table after changeing the customer id if the customer users. -------------------------------------------------------- I just want to make sure that there is no unfortunate side effects related to manualy updating the Customer_ID field in the 'Ticket'-table. Can I be sure about that? I'm asking because I am in the situation where I would like to change Customer_Id for some of my customer users in order to use only one Customer_Id for all customers belonging to the same organisation. And in order to make sure that all customer users are still able to read their own tickets from before they had their Customer_ID changed I need to update the 'Ticket'-table. Regards Stig Rasmussen

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Can customer users view each others tickets?
by Stig Graasbøl Rasmussen 22 Apr '04

22 Apr '04

Thanks Gunther, Your suggestions sounds like the way to go. I fount out that the same matter is also discussed in this thread: [otrs] Making <http://lists.otrs.org/pipermail/otrs/2004-April/004402.html> customer users see other customer users' tickets BM_4402 If anybody wants to know more about the subject. /Stig

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Update from 1.1.3 to 1.2.3: Themes issues
by Lars Monsees 22 Apr '04

22 Apr '04

Hello, I want to update our OTRS to the newest version and have already read the CHANGES and some posts on the mailinglist. Some mentioned that the old themes are not compatible with the new version. As we use a selfmade theme I would like to know what I´ve got to do to "convert" it. Cheers Lars

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

22 Apr '04

Nikunj Patel wrote: > I begun testing OTRS 1.2.2 about a week back and I am really > happy to see this product. Its really amazingly to work with > and it encourages one to try to push it to the limits. Hence, > I tried to use active directory for authenticating the users against > it. > > While going through the documentation for LDAP, it was > mentioned that users had to be in the database before they > can be authenticated against. I tried to set up the system > but it simply refuses to acknowledge my LDAP users. That is not correct. They only have to be in the LDAP database. Not the OTRS database. If the user is not in the OTRS database, but is in the LDAP database and you have LDAP Auth configured properly, then on the first login in you will get a message "User Account Activated, Please Retry". OTRS creates a local DB user for you on the fly. Once the user is created on the system, you still have to go in and assign group permissions to the users. OTRS doesn't manage permissions based off of LDAP groups and that is why it creates a local DB user as well. It still uses LDAP to authenticate the initial login, but then the DB user with its permissions take over once the user is authenticated. > I was also confused with some of the things mentioned about LDAP. > > a. It says that the users have to be added in the system > manually but previous versions (<1.1) used to add users > automatically. Why was that support removed ? I don't know about this. > b. It seems that only customers are tried to be authenticated > against the Active Directory but not the Agents. Am I right > or is that another setting in config.pm that I missed out for > some reason ? There are two separate sets of settings you have to put in Config.pm. One instructs OTRS to authenticate agents, the others tells it to authenticate customers. I use both. See chapters 9 and 10 in the manual. It fully explains how to set up LDAP for both users (chapter 9) and customers (chapter 10). Chapter 10 can be a little confusing so I will give you a brief overview. The section "Customer User Backend" refers to code that will query an LDAP DB for customer information. It will use this information to populate your address book, search lists, customer info, etc. The section "Customer Auth Backend" refers to code that will be used to authenticate customers when they try to login. Read through the two chapters and see what you can get set up. Then post back with specifics and I (we) will be glad to help. > c. Full Active Directory support is expected in version 2. > What is the time frame for version 2 to come out ? Hey, I want to know more about this too! > d. When I looked in the \otrs\Kernel\System\Auth directory, I > found two modules or files named LDAP.pm and LDAPNew.pm. Do I > need to rename one of the modules or something ? You don't need to know a thing about them. They do all the background work and do it beautifully. > d. I added a customer called test in the database and I have > a user test in the Active directory. When I try to login as > the customer test, I get an error authenticating user. Entry > does not exist. The settings in my Config.pm file are: > # This is the auth. module againt the otrs db > #$Self->{'Customer::AuthModule'} = > 'Kernel::System::CustomerAuth::DB'; > # 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'} = '141.161.77.106'; > $Self->{'Customer::AuthModule::LDAP::Host'} = '141.161.250.11'; > $Self->{'Customer::AuthModule::LDAP::BaseDN'} = > 'dc=ha,dc=georgetown,dc=edu'; > $Self->{'Customer::AuthModule::LDAP::UID'} = 'SAMAccountName'; > > The entry in my error log is: > [Wed Apr 21 08:51:02 > 2004][Notice][Kernel::System::CustomerAuth::LDAP::Auth] > CustomerUser: test login failed, no LDAP entry > found!BaseDN='<my_server_string_of_dcs>', > Filter='(SAMAccountName=test)', > (REMOTE_ADDR: <my_machine_ip>). > Any more settings or changes that I need to do to > authenticate against the LDAP ? Something that I missed. Do you have these two line? $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'yourname'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'yourcredentials'; These are needed for permission to query Active Directory. It does not allow anonymous binds. Think in terms of your gui. Who can access and manage Active Directory through the interface? Only the domain admin. Why would a perl script asking for the information be any different? If that is all setup correctly and you are still getting errors, then your problem lies in your supplied data. Either a host name, BaseDN, filter, attribute, etc is incorrect. Active Directory uses quite a few different settings than standard LDAP and so not everthying will mesh exactly with what is written in the manual. The best way to figure out what Active Directory is to get Softerra LDAP Browser. Connect it to your AD and then browse through it. It shows you the entire LDAP structure of AD (names, objects, DN, CN, OU, DC, etc). It is absolutely fantastic for trying to figure out how Microsoft set the AD up. Hth, Tyler Hepworth

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Can customer users view each others tickets?
by Stig Graasbøl Rasmussen 21 Apr '04

21 Apr '04

Is it possible to configure OTRS in a way so it is possible for all customer users belonging to the same "company" to view each others tickets and aswers? In my help desk we are supporting users from 12 different companies and we would very much like to allow users from the same companies to view each others tickets. Is it possible to configure OTRS to support this feature? I am very interested in hearing suggestions on how to realize that. Thanks Stig Rasmussen

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hiding queues from customers?
by Gunter Ohrner 21 Apr '04

21 Apr '04

Hi! Maybe I just use an approach conceptually wrong: I set up a few queues for the Agents to better categorise the tickets. Severeral of these queues are "internal" however, meaning only Agents should be able to use these, "normal" users should not directly be able to create a ticket in these queues on their own. Is there any way to hide queues from customers or is there a better approach for categorising / sorting tickets anyway? Greetings, Gunter -- Rincewind had always been happy to think of himself as a racist. The One Hundred Meters, the Mile, the Marathon -- he'd run them all. -- (Terry Pratchett, The Last Continent) *** PGP-Verschlüsselung bei eMails erwünscht :-) *** PGP: 0x1128F25F ***

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Problem with privileges in reading customer own tickets
by Simone Balboni 20 Apr '04

20 Apr '04

Hi, working from the Customer interface, I'm trying to zoom on a ticket just created by the customer itself, but after a while I get the message of authorization denied with the message: "Please go away!". I found in /var/log/messages the following helpful debug infos, but I'm not able to solve... Apr 20 01:05:16 ermete OTRS-CGI-1[9355]: [Error][Kernel::System::CustomerUser::LDAP::CustomerUserDataGet][Line:213]: I/O Error Connection reset by peer Apr 20 01:05:16 ermete OTRS-CGI-1[9355]: [Notice][Kernel::System::Ticket::CustomerPermission] Permission denied because module (Kernel::System::Ticket::CustomerPermission::CustomerIDCheck) is requred (UserID: 33363 'ro' on TicketID: 19)! Can someone please give me a hint? Thanks in advance, Simone

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RE: [otrs] Status of Statistics Developers?
by Paul Stigaard 20 Apr '04

20 Apr '04

Hej Tyler, you wrote: >Paul and Kai have both stated that they are working on developing better >statistics for OTRS. Does anybody know the status of their projects? I am >ready to develop a module of my own, but if there is already good work in >progress then I will forego my project and would like to offer my assistance >in development and testing. The only thing I had been trying to do, was see if I could get something like PHPMyAdmin to have some saved MySQL queries to allow some reports to be generated. Unfortunately, there have been hardware problems on the Linux box running OTRS, and I haven't been able to get anywhere except for documentation and theory. Further, I no longer sure how high of a priority this project is for my manager, and so I have no idea if or when I'll be able to put any of it into practice. Paul Paul Stigaard Operations Analyst Retail Lockbox, Inc. paul(a)retaillockbox.com Phone 206.624.2871 Fax 206.624.2872 Disclaimer: The information contained in this communication is confidential and only for the use of the intended addressee(s). If you have received this communication in error, any disclosure or use of such information is strictly prohibited. Please notify the sender immediately and destroy all copies. Thank you.

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RE: [otrs] New Ticket via Phoneview Owner Problem
by Covert, Jake 20 Apr '04

20 Apr '04

Sometimes I have to hit the "all" button more than once to get the full list of techs to drop down. Try that. Alex Kelly wrote: > Thanks, > I tried clicking "all". The page reloads, but still no data in the > owner dropdown. > > Alex Kelly > > Tyler Hepworth wrote: > >>> The problem I am having is when adding a new ticket via phone. I >>> cannot set the owner to anything, the only entry in the dropdown >>> >>> >> is "-". >> >> >>> What am I missing? >>> >>> >> >> >> My list is empty as well until I click on the link "All" next to the >> dropdown. Then it is populated with agent information, >> >> >> Hth, >> >> Tyler Hepworth >> _______________________________________________ >> 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/ >> >> > > _______________________________________________ > 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] New Ticket via Phoneview Owner Problem
by Tyler Hepworth 20 Apr '04

20 Apr '04

> The problem I am having is when adding a new ticket via > phone. I cannot set the owner to anything, the only entry in the dropdown is "-". > What am I missing? My list is empty as well until I click on the link "All" next to the dropdown. Then it is populated with agent information, Hth, Tyler Hepworth

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