September 2004 - otrs - OTRS mailing lists

RE: [otrs] Tickets Available: count versus All tickets: count for a given queue
by Tyler Hepworth 23 Sep '04

23 Sep '04

paynem(a)ijet.com wrote: > I am trying to understand the QueueView so I can understand how many > open tickets there are, and who is working on them (owner). Why does > the queueview only show "available" tickets versus "open" (not yet > closed) tickets, and what criteria is used to determine if a ticket > is available? > > What is the best way to get an overview of several queues, to see: > - How many tickets are open, > - Who is working on them, and > - Their subject/priority > > I have created a search on the utilities page to get this data, but > it is cumbersome (status= new, open, pending reminder, pending > autoclose+/- for my queues). Create your search criteria and the select "Yes, save it with name" at the bottom. That let's you save your search as a template. The next time you want that info, just select the template from the drop down at the top and hit search. >We are using version 1.2.3. I think an > earlier version we used at least had an "open tickets" link on the > utilties page. I wish I could make this my default page when I come > into the tool (open tickets), or define a custom search as the > default start page. > > Thanks for any help you can provide. > MMP Open tickets is still available but has been commented out in the .dtl file (don't remember which one). You have to get into the source and uncomment it to make is show open tickets.

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Tickets Available: count versus All tickets: count for a given queue
by paynem＠ijet.com 23 Sep '04

23 Sep '04

I am trying to understand the QueueView so I can understand how many open tickets there are, and who is working on them (owner). Why does the queueview only show "available" tickets versus "open" (not yet closed) tickets, and what criteria is used to determine if a ticket is available? What is the best way to get an overview of several queues, to see: - How many tickets are open, - Who is working on them, and - Their subject/priority I have created a search on the utilities page to get this data, but it is cumbersome (status= new, open, pending reminder, pending autoclose+/- for my queues). We are using version 1.2.3. I think an earlier version we used at least had an "open tickets" link on the utilties page. I wish I could make this my default page when I come into the tool (open tickets), or define a custom search as the default start page. Thanks for any help you can provide. MMP

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RE: [otrs] How to make a posixGroup in Active Directory
by Tyler Hepworth 23 Sep '04

23 Sep '04

OTRS main list wrote: > In the documentation on using LDAP to authenticate, to restrict > access to a list of people it is recommended that a posixGroup be > created. I know how to create a "regular" group in the Active > Directory, but how do I make a "posixGroup"? Is there some special > tool that comes with Windows 2000 Server to create posixGroups? Just a regular group will work fine. The authors created the LDAP functionality for OpenLDAP type servers and have tried to adapt that functionality to Active Directory. Most of their assumptions are correct but others are not. The documentation is slowing being refined as end-users find and correct errors. So, don't worry too much about the terminology. There isn't something called a "posixGroup" in AD, but there doesn't have to be. It just has to be a group. "posixGroup" is how it is referred to in *LDAP servers. I have been using AD successfully for several months now. If you have any more questions, I will be glad to assist you. Let me know. Tyler Hepworth

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How to make a posixGroup in Active Directory
by OTRS main list 23 Sep '04

23 Sep '04

In the documentation on using LDAP to authenticate, to restrict access to a list of people it is recommended that a posixGroup be created. I know how to create a "regular" group in the Active Directory, but how do I make a "posixGroup"? Is there some special tool that comes with Windows 2000 Server to create posixGroups? Thanks.

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Using accesskey
by Alessandro Ranellucci 23 Sep '04

23 Sep '04

Hi OTRS folks, I used to press Enter to submit followups instead of clicking the form button. Now that there is the "Attach" button this doesn't work since the page gets just reloaded. Then I added the "accesskey" attribute to the HTML template: <input class="button" type="submit" accesskey="e" value="$Text{"Send mail!"}" onclick="return submit_compose();"> This way I can avoid clicking manually. I think it would be great to include this fix into the official distribution, along with accesskey specification for each link (ticket list, phone ticket, compose, standard replies, customer info etc.) to let people browse without the mouse. Keep up the good work! - Alessandro

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Problem with LDAP (AD) lookups
by Pete McDonnell 22 Sep '04

22 Sep '04

Pete McDonnell schrieb: > AD Authentication is working OK, It isn't. > but I have to create an entry in the > customer table before a customer can login. That's not a big deal, > hopefully that will be working nicely in later versions :-) It should not be necessary at all. > What's not working is that when I select the Customer User page under the > Admin Area I only see the users that I've manually setup. I also get > messages such as the following in my system's messages log file. At around > 16:40 I changed the user to the Administrator of the AD tree to see if it > was a permissions issue that was causing the browsing to fail. I guess the user you're using to connect isn't equipped with a right's range broad enough. "cn=Pete McDonnell, ou=Users, dc=corp, dc=hiplab2003, dc=com" is probably not capable of reading all the necessary info. Try to create a designated reader user with no write access to any part of the AD tree, but all area read access (yes, except for the passwords). Unfortunately, I cannot tell you how to incorporate such a user, as I luckily do not have to work with AD or stuff like that. I could tell you what code would be necessarily on a regularyl LDAP server based on OpenLDAP, though. Better choice, btw. *scnr* --Pete McDonnell wrote on 09/22/2004--------------------------------------------- I made the following changes and lookups are now functioning. Thanks for the pointers. - Set the lookup account as having full permissions on the Users object under the top level of the A/D Forest. I probably have some of the terminology wrong, as I'm certainly no expert with A/D - commented out the section of the Config.pm which wasn't neceessary (had inactive sections referring to an ODBC driver) - Pete McDonnell Manager, Technical Services Hip Interactive Phone: (519) 272-0234 x228

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RE: otrs Digest, Vol 14, Issue 30
by Pete McDonnell 21 Sep '04

21 Sep '04

Message: 7 Date: Tue, 21 Sep 2004 23:28:16 +0200 From: Robert Kehl <mailinglists(a)robertkehl.de> Subject: Re: [otrs] Problem with LDAP (AD) lookups To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <41509CF0.1070006(a)robertkehl.de> Content-Type: text/plain; charset=ISO-8859-1; format=flowed Pete McDonnell schrieb: > AD Authentication is working OK, It isn't. <Pete> Really? I'm fairly sure it is... ie if I change the password on the AD server I am forced to log in with that new password immediately. Even if I scramble the password field in the OTRS table, it has no effect - I still must use the AD password to login. I'm fairly certain that basic authentication (no lookups involved) is functional. Please do let me know if I'm wrong though! > but I have to create an entry in the > customer table before a customer can login. That's not a big deal, > hopefully that will be working nicely in later versions :-) It should not be necessary at all. > What's not working is that when I select the Customer User page under the > Admin Area I only see the users that I've manually setup. I also get > messages such as the following in my system's messages log file. At around > 16:40 I changed the user to the Administrator of the AD tree to see if it > was a permissions issue that was causing the browsing to fail. I guess the user you're using to connect isn't equipped with a right's range broad enough. "cn=Pete McDonnell, ou=Users, dc=corp, dc=hiplab2003, dc=com" is probably not capable of reading all the necessary info. <Pete>As mentioned in the original post, I did change the account used by OTRS to the Administrator account as a test. I had very similar results. Try to create a designated reader user with no write access to any part of the AD tree, but all area read access (yes, except for the passwords). <Pete> I will investigate this tomorrow. Thanks for the suggestion. -Pete McDonnell Hip Interactive

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RE: [otrs] Problem with LDAP (AD) lookups
by Tyler Hepworth 21 Sep '04

21 Sep '04

Pete McDonnell wrote: > ____ > Sep 21 16:39:35 test OTRS-CGI-10[4266]: > [Error][Kernel::System::CustomerUser::LDAP::CustomerUserList][Line:169]: > 00000000: LdapErr: DSID-0C0905FF, comment: In order to perform this > operation a successful bind must be completed on the connection., > data 0, vece Sep 21 16:39:35 test Sep 21 16:39:35 test > ____ Binding to the directory fails. Without a successful bind, you will not be able to do anything else with LDAP. > $Self->{'AuthModule::LDAP::SearchUserDN'} = > 'pmcdonnell(a)corp.hiplab2003.com'; > > $Self->{'AuthModule::LDAP::SearchUserPw'} = 'xxx'; SearchUserDN and SearchUserPw are used to attempt the bind. SearchUserDN must have administrative rights to the tree in order to retrieve LDAP information about any object other than itself. If SearchUserDN does not have admin rights, it can only retrieve information about itself (which isn't any good). Tyler Hepworth

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Problem with LDAP (AD) lookups
by Pete McDonnell 21 Sep '04

21 Sep '04

AD Authentication is working OK, but I have to create an entry in the customer table before a customer can login. That's not a big deal, hopefully that will be working nicely in later versions :-) What's not working is that when I select the Customer User page under the Admin Area I only see the users that I've manually setup. I also get messages such as the following in my system's messages log file. At around 16:40 I changed the user to the Administrator of the AD tree to see if it was a permissions issue that was causing the browsing to fail. ____________________________________________________________________________ ____ Sep 21 16:39:35 test OTRS-CGI-10[4266]: [Error][Kernel::System::CustomerUser::LDAP::CustomerUserList][Line:169]: 00000000: LdapErr: DSID-0C0905FF, comment: In order to perform this operation a successful bind must be completed on the connection., data 0, vece Sep 21 16:39:35 test Sep 21 16:39:35 test OTRS-CGI-10[4266]: [Error][Kernel::System::CustomerUser::LDAP::CustomerUserList][Line:169]: 00000000: LdapErr: DSID-0C0905FF, comment: In order to perform this operation a successful bind must be completed on the connection., data 0, vece Sep 21 16:39:35 test Sep 21 16:40:00 test /USR/SBIN/CRON[27178]: (otrs) CMD ($HOME/bin/PostMasterPOP3.pl >> /dev/null) Sep 21 16:40:00 test /USR/SBIN/CRON[27180]: (otrs) CMD ($HOME/bin/GenericAgent.pl >> /dev/null) Sep 21 16:41:37 test OTRS-CGI-10[4267]: [Error][Kernel::System::CustomerUser::LDAP::CustomerUserList][Line:169]: 0000208D: NameErr: DSID-031001C6, problem 2001 (NO_OBJECT), data 0, best match of: 'DC=corp,DC=hiplab2003,DC=com' Sep 21 16:41:37 test Sep 21 16:41:37 test OTRS-CGI-10[4267]: [Error][Kernel::System::CustomerUser::LDAP::CustomerUserList][Line:169]: 0000208D: NameErr: DSID-031001C6, problem 2001 (NO_OBJECT), data 0, best match of: 'DC=corp,DC=hiplab2003,DC=com' ____________________________________________________________________________ ____ Below is the Config.pm section that I added so far: ____________________________________________________________________________ ____ $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = '10.1.104.153'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=corp,dc=hiplab2003,dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'pmcdonnell(a)corp.hiplab2003.com'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'xxx'; $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '10.1.104.153'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=corp,dc=hiplab2003,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'pmcdonnell(a)corp.hiplab2003.com'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'xxx'; # CustomerUser # (customer user database backend and settings) $Self->{CustomerUser} = { Name => 'Datenbank', Module => 'Kernel::System::CustomerUser::DB', Params => { Table => 'customer_user', # to use an external database # DSN => 'DBI:odbc:yourdsn', # DSN => 'DBI:mysql:database=customerdb;host=customerdbhost', # User => '', Password => '', }, # customer uniq id CustomerKey => 'login', CustomerID => 'customer_id', CustomerValid => 'valid_id', CustomerUserListFields => ['first_name', 'last_name', 'email'], # CustomerUserListFields => ['login', 'first_name', 'last_name', 'customer_id', 'email'], CustomerUserSearchFields => ['login', 'last_name', 'customer_id'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['email'], CustomerUserNameFields => ['salutation', 'first_name', 'last_name'], # ReadOnly => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type, http-link [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'login', 1, 1, 'var' ], [ 'UserPassword', 'Password', 'pw', 0, 1, 'var' ], [ 'UserEmail', 'Email', 'email', 0, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var' ], [ 'UserComment', 'Comment', 'comments', 1, 0, 'var' ], [ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int' ], ], }; # CustomerUser1 # (customer user ldap backend and settings) $Self->{CustomerUser1} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => '10.1.104.153', # ldap base dn BaseDN => 'ou=Users, dc=corp, dc=hiplab2003, dc=com', # search scope (one|sub) SSCOPE => 'sub', # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'cn=Pete McDonnell, ou=Users, dc=corp, dc=hiplab2003, dc=com', UserPw => 'xxx', AlwaysFilter => '', SourceCharset => 'utf-8', DestCharset => 'iso-8859-1', }, # customer uniq id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], #[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; ____________________________________________________________________________ ____ Is anyone able to provide any insight? - Pete McDonnell Manager, Technical Services Hip Interactive Phone: (519) 272-0234 x228

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Strange problem with 1.3b4
by Ruairi Hickey 21 Sep '04

21 Sep '04

Hi, I've installed 1.3b4 on debian sarge and run through the initial configuration. Now after 2 or 3 selections within otrs when I click on something I get bounce somewhere else within otrs and I get a new session. These 'ghost' sessions never close ... I have a feeling I've messed up with permissions ... Does anyone have any suggestions as to how to rectify this ? Thanks Ruairi

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