December 2005 - otrs - OTRS mailing lists

OTSR Configuration Options
by Richard Petty 31 Dec '05

31 Dec '05

I'm evaluating OTSR to possible replacement of our current, in-house developed ticket system. I've printed and bounds the docs, studied them, and based on what I've read therein and in this mail list, I have some concerns about the way OTSR works versus how we'd like it to work. Our current ticket system does not maintain a user database; customer info like names, department numbers, and telephone numbers are properties of each trouble ticket. Several challenges arise from OTSR's management of users but, as sophisticated as OTSR appears, there may be ways to make it work for us. First, everyone can authenticate to a corporate read-only LDAP database. This works fine. But is there a way to configure OTSR to auto-register customers when they first authenticate, maybe loading the backend SQL user database with info pulled from the LDAP authentication database? We'd like our customers to be able to create their tickets using a web interface and to be able to self-select the appropriate queue. Is this possible? --Richard Austin, Texas

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AW: [otrs] Translation and templates in OTRS?
by shawn.beasley＠dlh.de 30 Dec '05

30 Dec '05

Dear Lars, Here is a starting point. I believe you must first have a Translation file which is located in /opt/otrs/Kernel/Language After this is done, then you will have to find a way to integrate this into the kernel. Check in these kernel components Frontend::Agent::ModuleRegistration 3 FAQ Core 24 Framework Frontend::Agent::Preferences 9 Framework Frontend::Customer::Preferences 9 Framework I have not done this, but it seems to be possible in this way to do that. Vielen Dank, Shawn Beasley Support - IT -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Lars E. D. Jensen Gesendet: Freitag, 30. Dezember 2005 14:26 An: otrs(a)otrs.org Betreff: [otrs] Translation and templates in OTRS? Hi list I see it's possible to change the looks of the customer.pl webinterface, but can't find any documentation showing that. Could someone point me in the right direction :) And I would like to translate OTRS into Danish. How? :D Thanks. -- Lars E. D. Jensen <ledj-ml(a)dcmedia.biz> _______________________________________________ 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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Translation and templates in OTRS?
by Lars E. D. Jensen 30 Dec '05

30 Dec '05

Hi list I see it's possible to change the looks of the customer.pl webinterface, but can't find any documentation showing that. Could someone point me in the right direction :) And I would like to translate OTRS into Danish. How? :D Thanks. -- Lars E. D. Jensen <ledj-ml(a)dcmedia.biz>

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Merge usage
by Keith Turner 30 Dec '05

30 Dec '05

I'm looking to merge 2 tickets - do I just enter the ticket number into the "Merge to:" text box? What happens then - I don't want to screw up customer data here. Keith

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How to upgrade from 2.0.3 to 2.0.4
by updates 29 Dec '05

29 Dec '05

Hi guys, I am searching for some time in the net how can I upgrade from otrs 2.0.3 to 2.0.4 Can anyone give me some link or so ? Thank you

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Database connection problem
by Alina Florea 29 Dec '05

29 Dec '05

Hi, I have installed OTRS 2.0.4 on a Fedora Core 3. I have an error message "Can't connect to database" (Can't connect to local MySQL server trough socket '/var/lib/mysql/mysql.soc'. I have this message at the third step when using the web installer (Chapter3: Installation of OTRS framework, pp: 25, on the OTRS documentation) Has anyone an answer for me? Another question is: I have OTRS 1.3 istalled on another server (Fedora Core 3). The connection is very slow: when connecting, when sending an email, when open a ticket. Sometimes we have to wait 2-3 minutes for a ticket to open. Have you any idea? The sql data base has 300Mo. The server has enough freespace and 512 Mo Ram. Any help will be appreciate. Thanks. Alina.

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Help required very urgnet...
by Deepak Chopra 29 Dec '05

29 Dec '05

Dear All, I've facing a problem in OTRS2, I've installed otrs-2.0.3 on my redhat 9 and then after Fedora Core 3 machine, but facing a same error message "OTRS-PM3-10 : [Notice]: Sent no 'auto reply' for Ticket { Ticket_NO ] because the sender doesn't want a auto-response ( e.g. loop or precedence header )" every time after getting a request, otrs generates a ticket no but doesn't send auto response email to the users. And some times it is sending 2-3 emails immediate after installation and then start showing the same error message. Can any of you please help me out, how to start the auto-response message and why this message is coming, what is the reasons. Thanks in advance Deepak

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(no subject)
by Peake, Jeremy 28 Dec '05

28 Dec '05

Is there documentation someplace that shows all the available <OTRS_...> variables that can be used in notifications? Thanks

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RE: [otrs] help (active directory authentication)
by Mike Pietersen 28 Dec '05

28 Dec '05

Line 79 in the /opt/otrs/Kernel/System/Log.pm $Self->{Key} = shmget($Self->{IPCKey}, $Self->{IPCSize}, 0777 | 0001000) || die $!; Thanks, Mike Pietersen, A+, MCP All State Fastener Corporation IT (586) 498-1388 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Breunese (Lemonbit Internet) Sent: Wednesday, December 28, 2005 9:39 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] help (active directory authentication) Mike Pietersen wrote: > Thanks for the reply, that worked in getting the system back up and > able to log in temporarily, > > However after I rebooted the box now I'm getting > > "Permission denied at /opt/otrs//Kernel/System/Log.pm line 79"I'm > looking at the log file in /etc/httpd/logs/error_log and I don't > seem to be getting any other information other than that error.What > could be preventing my access?? You might want to look at line 79 of your /opt/otrs/Kernel/System/ Log.pm file, as the error indicates. What is that line? Nils. _______________________________________________ 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] help (active directory authentication)
by Mike Pietersen 28 Dec '05

28 Dec '05

Thanks for the reply, that worked in getting the system back up and able to log in temporarily, However after I rebooted the box now I'm getting "Permission denied at /opt/otrs//Kernel/System/Log.pm line 79" I'm looking at the log file in /etc/httpd/logs/error_log and I don't seem to be getting any other information other than that error. What could be preventing my access?? Thanks, Mike Pietersen, A+, MCP All State Fastener Corporation IT (586) 498-1388 ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Thorsten.Dannhausen(a)Bertelsmann.de Sent: Wednesday, December 28, 2005 8:46 AM To: otrs(a)otrs.org Subject: AW: [otrs] help (active directory authentication) Hi Mike, I think you almost got it, try: $Self->{'AuthModule::LDAP::Host'} = 'asf-fp1.allstatefastener.local'; $Self->{'AuthModule::LDAP::BaseDN'} = 'DC=allstatefastener,DC=local'; And so on... Regards Thorsten ________________________________ Von: Mike Pietersen [mailto:mikep@allstatefastener.com] Gesendet: Mittwoch, 28. Dezember 2005 14:41 An: User questions and discussions about OTRS.org Betreff: RE: [otrs] help (active directory authentication) Okay, I've used the template that they have in the ver. 1.3 documentation to try and enable AD authentication, but I'm getting errors when I try and log into the index.pl I get the following error/s. IO::Socket::INET: Bad hostname '[x.x.x.x]' at /opt/otrs//Kernel/System/CustomerUser/LDAP.pm line 63 Or Can't locate object method "new" via package "Kernel::System::CustomerUser::LDAP" at /opt/otrs//Kernel/System/CustomerUser.pm line 80, <PRODUCT> line 12 My configuration is as follows. $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = '[asf-fp1.allstatefastener.local]'; $Self->{'AuthModule::LDAP::BaseDN'} = '[DC=allstatefastener,DC=local]'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = '[CN=otrs,CN=Users,DC=allstatefastener,DC=local]'; $Self->{'AuthModule::LDAP::SearchUserPw'} = '[xxx]'; $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '[asf-fp1.allstatefastener.local]'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = '[DC=allstatefastener,DC=local]'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = '[OU=Users,DC=allstatefastener,DC=local]'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = '[]'; $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => '[asf-fp1.allstatefastener.local]', BaseDN => '[DC=allstatefastener,DC=local]', SSCOPE => 'sub', UserDN => '[CN=otrs,CN=Users,DC=allstatefastener,DC=local]', UserPw => '[xxx]', }, CustomerKey => 'sAMAccountName', CustomerID => '[mail]', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], 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' ], ], }; Thanks, Mike Pietersen, A+, MCP All State Fastener Corporation IT (586) 498-1388

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