June 2004 - otrs - OTRS mailing lists

RE: [otrs] Lost my admin privs
by Tyler Hepworth 25 Jun '04

25 Jun '04

_____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Eric Assouad Sent: Friday, June 25, 2004 1:54 PM To: otrs(a)otrs.org Subject: [otrs] Lost my admin privs Somehow (not sure how) I lost my admin rights and I can't view my admin options anymore. Anyone know how to retrieve them? Modify the database tables. You will need to know your user id and admin group id. Get these values from the tables system_user and groups. Then you need to modify the table group_user to assign the appropriate permissions to your user id and group id. hth, Tyler Hepworth

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Lost my admin privs
by Eric Assouad 25 Jun '04

25 Jun '04

Somehow (not sure how) I lost my admin rights and I can't view my admin options anymore. Anyone know how to retrieve them? Thanks!

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RE: [otrs] LDAP and Multigroup
by Varsani, Rajendrakumar (PSD) 25 Jun '04

25 Jun '04

Hi Xavier, I hope you don't mind me emailing you directly, but how DID you get OTRS to authenticate against LDAP? I'm new to LDAP so I have no idea. Rajendrakumar Premji Varsani BSc (Hons) -----Original Message----- From: Xavier Scolard [mailto:testman57fr@yahoo.fr] Sent: Friday, June 25, 2004 8:41 AM To: otrs(a)otrs.org Subject: [otrs] LDAP and Multigroup Hello, I'm currently in the process of deploying an otrs system, and I found that I could use our already set up ldap server for user and customer authentification, along with customer data. That's already quite nice. But is there a way to use the "ou" field of the ldap entries to affect users "automagically" to the correct group (each group would be a predefined department like IT, sales...), and make this work in a multi-group setup ? This way all employees would be "users", but only in their department, and customer of all others... If it needs a little programming, I'm ready to begin that, but I first need to know if it is feasible... Thanks in advance -- Xavier Scolard _______________________________________________ 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/ Department for Environment, Food and Rural Affairs (Defra) This email and any attachments is intended for the named recipient only. Its unauthorised use, disclosure, storage or copying is not permitted. If you have received it in error, please destroy all copies and inform the sender. Whilst this email and associated attachments will have been checked for known viruses whilst within Defra systems we can accept no responsibility once it has left our systems. Communications on Defra's computer systems may be monitored and/or recorded to secure the effective operation of the system and for other lawful purposes.

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Handling internal responses
by Chris Ridd 25 Jun '04

25 Jun '04

We're looking at using OTRS to handle our support call tracking. It looks great so far, and is much faster than RT3 ;-) So what normally happens here is that someone emails support(a)isode.com, and I can set up OTRS to spot these messages, create a call and send an auto response. Now when someone internal responds to a call, they email the customer and 'cc' support(a)isode.com. Is there any way for OTRS to detect those responses and to set the call to an appropriate state? Folks here hate using a web interface to send email, so having a way to update the call without using the web interface would be greatly appreciated :-) Cheers, Chris

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mod_perl, Apache 2.xx, and PerlHandler directive
by Eddie Parker 25 Jun '04

25 Jun '04

Hello! I've been setting up OTRS on my system for evaluation purposes, and I must say that this is a great looking project! However, I ran into a little hiccup - the documentation states (for installing with mod_perl): *) With mod_perl (speed!): ======================= Add this to the mod_perl stuff section in httpd.conf [...] Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" Alias /otrs/ "/opt/otrs/bin/cgi-bin/" <Location /otrs> SetHandler perl-script PerlHandler Apache::Registry Options ExecCGI PerlSendHeader On PerlSetupEnv On </Location> The part that my system was disagreeable to was the PerlHandler Apache::Registry bit. Searching the web a bit, I found that the solution to my problem was to replace that entire line with: PerlResponseHandler ModPerl::Registry That said, I believe it's only because I'm running Apache 2.xx+, with a corresponding mod_perl, etc. Allowing that this is what I think it is (a 'bug' in the documentation), should I file a bug report against the docs, or have I mistakenly done something erroneous? Please let me know.. ;) I've left my config at the bottom, in case it sheds more light. Cheers! My config is as follows: Apache 2.0.49 mod_perl 1.99_14 Perl/v5.6.1 Debian, Kernel Version: 2.4.26 OTRS Version: 1.2.3-01

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Re: [otrs] permission: chmod /opt/otrs
by Diego Fernandez 24 Jun '04

24 Jun '04

I think It should.... Regards, Diego Fernández Servicios Profesionales http://openware.biz eMail: dfernandez(a)openware.biz "Robert Kehl" <robert.kehl(a)otrs.de> Enviado por: otrs-bounces(a)otrs.org 24/06/2004 06:34 Por favor, responda a "User questions and discussions about OTRS." Para: "User questions and discussions about OTRS." <otrs(a)otrs.org> cc: Asunto: Re: [otrs] permission: chmod /opt/otrs On Wednesday, June 23, 2004 12:05 AM Diego Fernandez <DFernandez(a)openware.biz> wrote: > I had to make chmod 750 /opt/otrs because it was not readable > nor executable by group > so I got always a 403 error (Forbidden ) at the browser, till > I > change mode of /opt/otrs > > A suggestion: you should add something about these to > /opt/otrs/bin/SetPermissions.pl # bin/SetPermissions.sh /opt/otrs otrs apache otrs apache should do the trick. Does it? 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/

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Installing from CVS
by Mike Lough 24 Jun '04

24 Jun '04

If I wanted to do an install from CVS how would I go about doing it. I have run the commands listed in the manual and now have a local copy in my CVS. As you can tell I’m new to this :-) Mike Lough --- Outgoing mail is certified Virus Free. Checked by AVG anti-virus system (http://www.grisoft.com) Version: 6.0.707 / Virus Database: 463 - Release Date: 6/15/2004 -------------------------------------------------------- DISCLAIMER: The information contained in this e-mail is confidential and is intended solely for the review of the named addressee, and in conjunction with specific Acopia Networks business. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you are unable to treat this information accordingly, or are not the intended recipient, please notify us immediately by returning the e-mail to the originator.

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permission: chmod /opt/otrs
by Diego Fernandez 24 Jun '04

24 Jun '04

redhat 7.3 otrs1.2.3...rpm I think I found a bug on installation I had to make chmod 750 /opt/otrs because it was not readable nor executable by group so I got always a 403 error (Forbidden ) at the browser, till I change mode of /opt/otrs A suggestion: you should add something about these to /opt/otrs/bin/SetPermissions.pl bye Diego Fernández Servicios Profesionales http://openware.biz eMail: dfernandez(a)openware.biz

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RE: [otrs] Handling internal responses
by Tyler Hepworth 23 Jun '04

23 Jun '04

Chris Ridd wrote: > We're looking at using OTRS to handle our support call tracking. It > looks great so far, and is much faster than RT3 ;-) > > So what normally happens here is that someone emails > support(a)isode.com, and I can set up OTRS to spot these messages, > create a call and send an auto response. > > Now when someone internal responds to a call, they email the customer > and 'cc' support(a)isode.com. Is there any way for OTRS to detect those > responses and to set the call to an appropriate state? Yes, this is possible. Please look at Chapter 7 "Filtering/dispatching by OTRS/PostMaster modules (for more complex dispatching)", Chapter 23 "PostMaster Filter Modules", and look at /opt/otrs/docs/X-OTRS-Headers.txt. This will give you all the information you need for detecting and acting on email. Have your agents put special keywords in the subject line of the message that can be recognized by X-OTRS-Headers and then set the state accordingly. > > Folks here hate using a web interface to send email, so having a way > to update the call without using the web interface would be greatly > appreciated :-) This is possible with the information I have given you but be aware that it completely blows security to hell. Any actions taken by X-OTRS-Headers will be logged as done by "root@localhost". So, you will have no agent accountability. Additionally, ANY user that specifies the keywords in the subject line of the email can manipulate the system to open, close, move tickets, etc depending on what logic you have programmed. ** To reiterate. This can be done but is NOT RECOMMENDED. ** That said, do what you like! :-) hth, Tyler Hepworth

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RE: [otrs] Ticket notification after certain amount of time
by Tyler Hepworth 23 Jun '04

23 Jun '04

Marshall28 wrote: > So is escalation time the amount of time that it takes for a ticket > without any activity to be raised to a higher priority level? > Yes Tyler Hepworth

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