April 2005 - otrs - OTRS mailing lists

LDAP auth and the URL
by Hans du Plooy 13 Apr '05

13 Apr '05

Hi guys, I'm pretty sure I've asked this before, but I can't find it in my saved mails (I have all of them since I subscribed). I am building a new server for our office. In the process I'm moving from SUSE 9.1 Pro to SLES 9. OTRS is already the newest version, so there isn't much of a problem. I moved OTRS from the old to the new server as follows: - Install the rpm on the new server - run the install.pl script on the new server, to let it create the database - stopped the otrs and mysql services on both servers. - made tarballs of the /opt/otrs and /var/lib/mysql/otrs directories on the old server - deleted the above mentioned directories on the new server, and unpacked the tarballs in their place - started the otrs and mysql services on the new server. That seem to have worked, OTRS looks and acts just like it did before. Now, I need some help with LDAP authentiaction. My SLES server is running a OpenLDAP directory and everything is in there. I would like my users to authenticate agains LDAP, so that when I add a user to the system (new employee, say) they automatically have access to OTRS and use their regular password. Previously the users was part of the OTRS database. How do I change this? The LDAP part of the documentation only mentions Windows AD. Does the info there apply to OpenLDAP authentication too? My second question relates to the URL http://server/otrs/index.pl - I would like to make it so that users can just type http://server/otrs (or even alias the "otrs" part to something like "support"). I'm not an apache guru, but I tried adding "index.pl" to the DirectoryIndex in both my /etc/apache2/httpd.conf file and the /etc/apache2/conf.d/otrs.conf file, but it won't work. Any ideas on how to do this? Thank you in advance --- Kind regards Hans du Plooy SagacIT (Pty) Ltd hansdp at sagacit dot com

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LDAP Auth
by Edward Brookhouse 13 Apr '05

13 Apr '05

Hi all, I am new to RT - Just installed 1.3.2 from source, and I would like to setup LDAP auth to Active Directory. After reading the many examples out there I have made it to a point where when a user hits the customer.pl and puts in their Active Directory username and password you see a message in the logs that the auth was successful - but the web page shows Panic! No UserData!!! I assume this is because RT wants that users information in it's own database, hence the overlay to http://wiki.bestpractical.com/index.cgi?AutoCreateFromExternalUserInfo AutoCreate - My problem is I believe in installing this overlay - the documentation refers to a couple of items that do not seem to exist - such as RTSiteConfig.pm which does not exist - so I was using Config.pm - or the 'lib' directory where you are supposed to put files - I have just been placing them in Kernel/System - To get the auth and user creation to work - I copied the User_Local.pm and CurrentUser_Local.pm into System - So far the auth piece works but the user creation does not - No errors are reported in the logs ..... Added the following lines to Config.pm # 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'} = '172.17.17.110'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=corp,dc=phillips,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'SamAccountName'; $LDAPExternalAuth = 1; $LdapServer="172.17.17.110"; $LdapUser="cn=administrator,cn=Users,dc=corp,dc=phillips,dc=com"; $LdapPass="ourpass"; $LdapBase="dc=corp,dc=phillips,dc=com"; $LdapUidAttr="sAMAccountName"; $LdapFilter="(objectclass=*)"; $LdapTLS = 0; $LdapGroup ="cn=Domain Users,ou=Users,dc=corp,dc=phillips,dc=com"; $LdapGroupAttribute = 'uniqueMember'; $LdapSSLVersion = 2; $LdapNameAttr = "cn"; $LdapMailAttr = "mail"; $AutoCreateFromExternalUserInfo = 1; Any thoughts appreciated, Edward B Ebrooathealthydirections.com

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$Self->{ShowCustomerSelection} NOT in Defaults.pm
by s taylor 13 Apr '05

13 Apr '05

Hello. In none of the files, including 'Defaults.pm', except in the documentation, I haven't found the following: # ShowCustomerSelection # (show customer selection in phone and change customer view # - disable this for ASP!) [0|1] $Self->{ShowCustomerSelection} = 1; I want to use the 'Multi-Group' configuration option. Has the procedure changed in 1.3.2 or did I overlook it? Thanks.

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Error on create ticket via webinterface
by Sven Fischer 13 Apr '05

13 Apr '05

Hi, during setting up OTRS (creating new queues etc.), suddenly the following occurs on creating a ticket from a CustomerUser: Fehler: Need TicketID! Kommentar: Traceback: ERROR: OTRS-CGI-10 Perl: 5.6.0 OS: linux Time: Tue Apr 12 15:41:54 2005 Message: Need TicketID! Traceback (21955): Module: Kernel::System::Ticket::ArticleCreate (v1.19.2.1) Line: 83 Module: Kernel::Modules::CustomerMessage::Run (v1.35.2.2) Line: 334 Module: Apache::ROOT::otrs::customer_2epl::handler (v1.31) Line: 636 Module: (eval) (v2.01) Line: 143 Module: Apache::Registry::handler (v2.01) Line: 143 any ideas why the TicketID isn't there...? Help in time would be highly appreciated, thank you, Sven

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RE: [otrs] CompanyTickets
by Andrew Blackstone 13 Apr '05

13 Apr '05

The config option is multiuserids. If you look into http://doc.otrs.org/1.3/en/html/customer-user-backend.html#AEN771 it may help you out. Hth, Andrew Andrew Blackstone IT Specialist email: ablackstone(a)homebasetech.com -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Greg Bolshaw Sent: Wednesday, April 13, 2005 12:04 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] CompanyTickets User questions and discussions about OTRS. wrote: > That´s a config option and if it activated, you can see all tickets from > your company. Thanks. What is the config option for this? I am having trouble finding it. -- Greg Bolshaw Flamble ~ 8 Royal Parade ~ London ~ W5 1ET Tel: +44 (0)20 8997 5000 Fax: +44 (0)20 8997 0048 greg(a)flamble.co.uk _______________________________________________ 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] CompanyTickets
by Greg Bolshaw 13 Apr '05

13 Apr '05

User questions and discussions about OTRS. wrote: > That´s a config option and if it activated, you can see all tickets from > your company. Thanks. What is the config option for this? I am having trouble finding it. -- Greg Bolshaw Flamble ~ 8 Royal Parade ~ London ~ W5 1ET Tel: +44 (0)20 8997 5000 Fax: +44 (0)20 8997 0048 greg(a)flamble.co.uk

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Re: [otrs] CompanyTickets
by Greg Bolshaw 13 Apr '05

13 Apr '05

User questions and discussions about OTRS. wrote: > That´s a config option and if it activated, you can see all tickets from > your company. How does it work out which tickets belong to the same company? Using customer groups, e-mail domain name, or some other method? Thanks Greg -- Greg Bolshaw Flamble ~ 8 Royal Parade ~ London ~ W5 1ET Tel: +44 (0)20 8997 5000 Fax: +44 (0)20 8997 0048 greg(a)flamble.co.uk

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CompanyTickets
by Greg Bolshaw 13 Apr '05

13 Apr '05

In the customer.pl interface, what does the CompanyTickets option display? As far as I can see, this is identical to MyTickets, although I feel I'm missing something here. Thanks Greg -- Greg Bolshaw Flamble 8 Royal Parade London W5 1ET Tel: +44 (0)20 8997 5000 Fax: +44 (0)20 8997 0048 greg(a)flamble.co.uk

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Agent-Notifications for closed tickets and notes
by Nicolas Ecarnot 13 Apr '05

13 Apr '05

Hi, [We're using OTRS 1.3.2] Here's what I read in the documentation : (http://doc.otrs.org/1.3/en/html/system-notification.html#SYSTEM-NOTIFICATIO…) An agent can get notifications about 'new ticket, 'ticket follow up', 'ticket in custom queue' and 'ticket lock timeout'. 1 - When I create a new ticket from the 'Phone-Ticket' in the agent interface, and that I close it immediately (Next state of the ticket = closed successful) (I use OTRS in french, I don't remember the english terms) then NO mail is sent. My team definitively needs to receive mails for that action. Is this a setup I failed, or is this impossible in OTRS for now ? 2 - On an existing ticket, when we add notes, NO mail is sent. As for the first point, we would die to have this feature. Same question ? 3 - Despite those two points, we definitively *love* this software! Thank you. -- Nicolas Ecarnot

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Only e-mail tickets from valid customers
by Roberto Giana 13 Apr '05

13 Apr '05

Hi I'm using OTRS 1.3.2. Is there a way to lock down the e-mail interface, so that only e-mails of registered and valid customers will open a ticket? -- Best regards Roberto

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