July 2004 - otrs - OTRS mailing lists

Active Directory as customer backend
by Covert, Jake 29 Jul '04

29 Jul '04

Has anyone been able to configure OTRS to use Windows 2003 Active Directory as the customer backend? If so, are there any quick and dirty guides? The install documents reference using LDAP as the backend, but I'm not quite sure how AD <==> LDAP mappings would look. (btw, my Active Dir. config is pretty vanilla from what I understand...) Thanks in advance. :-) ============================ Jake Covert IT Administrator Enterprise Automotive Systems (EAS) Phone: 586.755.3180 x 147 Fax: 586.759.3679 ============================

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Hex ticket numbers
by Frederik Seiffert 29 Jul '04

29 Jul '04

Hello! We're currently using the DateChecksum module to generate ticket numbers, but I always felt that the numbers are way too long. As I don't see any reason for the date or the checksum in the ticket number, I changed the Random module to generate random _hex_ numbers, 8 digits long (plus system ID). Before configuring our system to use the new module, I just wanted to ask if there are any potential problems here. I've written the GetTNByString sub to recognize old numbers generated by the DateChecksum module, as we want to change the module in a live system. I've attached my module in case anyone finds it interesting. Feel free to use it. Thanks, Frederik # -- # Ticket/Number/RandomHex.pm - a ticket number random hex generator # Copyright (C) 2004 Frederik Seiffert <seiffert(a)equinux.de> # -- # $Id: $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (GPL). If you # did not receive this file, see http://www.gnu.org/licenses/gpl.txt. # -- # Note: # available objects are: ConfigObject, LogObject and DBObject # # Generates random hex ticket numbers like ss.... (e. g. 10E375A03D, 10D6858736, ...) # -- package Kernel::System::Ticket::Number::RandomHex; use strict; use vars qw($VERSION); $VERSION = '$Revision: 1.0 $'; $VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/; sub CreateTicketNr { my $Self = shift; # get needed config options my $SystemID = $Self->{ConfigObject}->Get('SystemID'); # random counter my $Count = int(rand(0xFFFFFFFF)); # make hex $Count = sprintf("%X", $Count); # fill up while (length($Count) < 8) { $Count = "0$Count"; } # create new ticket number my $Tn = $SystemID.$Count; # Check ticket number. If exists generate new one! if ($Self->CheckTicketNr(Tn=>$Tn)) { $Self->{LoopProtectionCounter}++; if ($Self->{LoopProtectionCounter} >= 1000) { # loop protection $Self->{LogObject}->Log( Priority => 'error', Message => "CounterLoopProtection is now $Self->{LoopProtectionCounter}!". " Stoped CreateTicketNr()!", ); return; } # create new ticket number again $Self->{LogObject}->Log( Priority => 'notice', Message => "Tn ($Tn) exists! Creating new one.", ); $Tn = $Self->CreateTicketNr(); } return $Tn; } # -- sub GetTNByString { my $Self = shift; my $String = shift || return; # get needed config options my $SystemID = $Self->{ConfigObject}->Get('SystemID'); my $TicketHook = $Self->{ConfigObject}->Get('TicketHook'); # check ticket number if ($String =~ /$TicketHook:+.{0,1}($SystemID[0-9a-f]{8,40})-FW/i) { return $1; } else { if ($String =~ /$TicketHook:+.{0,1}($SystemID[0-9a-f]{8,40})/i) { return $1; } else { return; } } } # -- 1;

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Help Regarding the OTRS
by Ramesh Kumar 29 Jul '04

29 Jul '04

Hai Friends, I am very interesterd to learn the OTRS functionalities and desiging. Please some one help me in expline me OTRS functionalities, desiging, database design and database structures. Thanks and Regrads, Ramesh Kumar

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OTRS not using references header
by Rajiv 29 Jul '04

29 Jul '04

Hi, This is probably right out of the FAQ, but I couldnt find it there. I am trying to get OTRS use the References email header to thread messages. As far as I can see, it seems to be using the Ticket number in the Subject line to thread the messages. Is there some configuration change required to enable header based threading instead of subject based threading? Thanks in advance for any pointers you can provide!

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Changing sending mail server
by Wes Plate 29 Jul '04

29 Jul '04

I would like to change the sending mail server our OTRS system uses, but here's my question: According to the user guide, I can change how mail is sent in Kernel/Config.pm But when I look in that file, it doesn't contain ANY information about how mail is sent in my current config. Neither Sendmail or SMTP. I am clearly sending mail, so where else should I look? -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

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Smart people!
by Turi 28 Jul '04

28 Jul '04

I was messing around with various files in OTRS when I stumbled across this line: "X-Wanted: I think you are smart. I'm looking for smart people!" I did a simple grep and its present in header, login and printheader dtls. I'm definitely not that smart ;) but what is its purpose? --Turi

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RE: [otrs] Active Directory as customer backend
by Tyler Hepworth 28 Jul '04

28 Jul '04

I use Active Directory (Windows 2000) exclusively for Agent Auth, Customer Web Interface Auth, and Customer Database. There are several tweaks that have to be made to read from Active Directory properly, but the easiest way to explain them is to show a working config. I have attached my AD settings that are in my Config.pm. Tyler _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Covert, Jake Sent: Wednesday, July 28, 2004 9:46 AM To: otrs(a)otrs.org Subject: [otrs] Active Directory as customer backend Has anyone been able to configure OTRS to use Windows 2003 Active Directory as the customer backend? If so, are there any quick and dirty guides? The install documents reference using LDAP as the backend, but I'm not quite sure how AD <==> LDAP mappings would look. (btw, my Active Dir. config is pretty vanilla from what I understand...) Thanks in advance. :-) ============================ Jake Covert IT Administrator Enterprise Automotive Systems (EAS) Phone: 586.755.3180 x 147 Fax: 586.759.3679 ============================

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OTRS on Enterprise 3
by Dave Owen 28 Jul '04

28 Jul '04

We've got a VPS with adiungo.com, running RedHat EL AS 3. When we try to install OTRS we get the following: error: Failed dependencies: perl-Digest-MD5 is needed by otrs-1.2.4-01 perl-MIME-Base64 is needed by otrs-1.2.4-01 apache is needed by otrs-1.2.4-01 mysqlclient9 is needed by otrs-1.2.4-01 Is anyone able to provide step-by-step (relative newbie-level) instructions? We've reasonably familiar with RH9 but new to Enterprise. Also new to OTRS. Thanks very much and sorry for being a newbie, Dave

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Re: [otrs] Can't Access AdminArea
by Jesse 28 Jul '04

28 Jul '04

Robert Kehl wrote: >>>Here is the error I get when trying to add root as admin: >>> Message: Need Permission! >>> >>> >> >>Ouch. >> >> >> >>>I'm not sure if I renamed any groups. Could I find this out through >>>phpmyadmin. If so what table do I look under and what groups should I >>>verify >>>are named correctly? >>> >>> >> >>Have a look into groups and compare to what comes from >>scripts/database/initial_insert.sql. >> >>hth, >> >>Robert Kehl >> >> >> Ok, the ouch doesn't sound good. I'm sending a bitmap (zipped) of a screenshot of the groups table. Does anything look out of order to you? I'm not sure what I"m looking for in the "initial_insert.sql" file. Is this the right track we're heading down to fix this problem? thanks marshall

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Anyone MultiHosting between geographicly separated sites?
by witkowsk＠pop900.gsfc.nasa.gov 27 Jul '04

27 Jul '04

We are using OTRS quite effectively for a bit over 6 months now and are looking at expansion. We would like to use it as the common system for two initial sites (one on the US east coast and the other on the west) (one is already running OTRS) with additional expansions dependent on its success. Is there anyone out there using OTRS in a similar manner that would be willing to share their experiences, especially lessons learned? Even if you are multi-hosting locally, your input would be appreciated (the geographic issue presents some distinct issues). I am not only interested in any technical issues but also any cultural (actually human behavioral) and/or political/bureaucratic nonsense that had to be dealt with. Best Regards, Michael Thomas Witkowski --- witkowsk(a)nccs.nasa.gov (w) 301.286.3887 (c) 301.266.6492 ---

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