May 2005 - otrs - OTRS mailing lists

Agent Authentication and LDAP....
by Andrew Galewsky 27 May '05

27 May '05

I have search and read and I have confused myself. Is there any clear examples of how to use LDAP for agent authorization? I read the manual and the best example is for integration with Windows active directory and that has certain differences from OpenLDAP. Any pointers will be appreciated... _____________________________________ Andrew Galewsky phone 512.637.8638 Evoke Software, Inc. fax 512.372.9371 VP of Product Development mobile 512.422.8290 12357 - III Riata Trace Parkway http://www.evokesoft.com Building C, Suite #200 Austin, TX 78727 _____________________________________ In theory, theory and practice or the same. In practice, they aren't. ---Yogi Berra

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Re: [otrs] Otrs mobile phone access
by Graham Smith 27 May '05

27 May '05

A quick look at the spec. for the phone suggests that this does NOT support html. Only short term way to enable access would be to either use a WAP gateway or buy a phone with a HTML enabled browser. ________________ Original message ________________ Subject: Re: [otrs] Otrs mobile phone access Author: "Wes Plate" <wes(a)automaticduck.com> Date: 27th May 2005 7:24:57 AM I tried to access our OTRS system via my phone last night, didn't work. My phone displayed a message that it could not display the page. I have a Motorola V600. -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com _______________________________________________ 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 f�r Ihr OTRS System? => http://www.otrs.de/

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question about queues
by Jerome Alet 27 May '05

27 May '05

Hi, I've setup the OTRS 1.3.2p01-5 Debian package and it now works like a charm with PostgreSQL. OTRS is really great stuff ! Now I'm wondering : I'd like to propose to customers the choice between only two queues with names I'll choose, but actually there are several predefined queues : 'Raw', 'Junk', 'Postmaster' and 'Misc' which are of no interest to me. I've read the documentation, especially "What is a ticket queue" section, but it doesn't seem to explain if these predefined queues are needed or not. I'd like to delete them if possible (this I know how to do), but what happens if I delete these predefined queues ? Now another question : the PostgreSQL database schema doesn't contain statements to ensure the database integrity when someone tries to do some manual modifications : for example (with my need), if I delete from table 'queue' and still have datas matching the deleted queues in 'personal_queues' the database is incoherent, but a foreign key which references the other table would have prevented this to happen. So is this sort of things fixed in the 2.0 branch ? Thanks to all in advance Jerome Alet

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Apache2 connection refused
by Brian Ronk 27 May '05

27 May '05

Ok, I got mod_perl2 installed and running, and made a few changes in my config. Now I just get a conection refused error when I try to browse to /otrs. I have a <Directory>, but nothing for vhosts. Do I need to add one? I'm new to the nitty-gritty of apache, so bear with me please. Thanks. -- Brian Ronk System Administrator BookMasters, Inc

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OTRS and IIS
by Sven Dietze 27 May '05

27 May '05

Hi, Can anybody give me instructione on how to install and run OTRS with IIS instead of Apache. I can't find any solution regarding this issue in the docs or mailig list. Thanks in advance! Sven

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Re: Lost TimeAccounting
by Philippe Roth 27 May '05

27 May '05

Dear Christian, I finaly found the problem. The table "time_accounting" was corrupted. I just did a repair table in MySQL and all went well again. But we lost all time accountings from the date when this problem appeared... We do mysqldumps of our OTRS database each hour and there was a message in root mail about a problem on this table. We should now check our system often if there is a problem, but is there a way (like logs or something else) to check if our OTRS is OK or not (mysql/apache/otrs) ? Does anyone have experience on that? Many thanks for all and have a sunny week-end ;o) Philippe Roth

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LDAP, AD and Customer::AuthModule
by Kevin Kasner 27 May '05

27 May '05

Hi All, Love OTRS so far (and my CIO is going to love it more!)...Have it running on SuSe 9.3 w/ MySQL and Apache2. I have LDAP/AD working perfeclty (as far as I can tell ) for the Agents and for the Customer Backend, but I'm running into trouble getting it to work for the Customer Authentication... - for example, I can login as myself as an agent. And then look myself up in the Customer User Management by first name and have the system return all of the kevins from my AD... I'm using exactly the same host, BaseDN, SearchUserDN/Pw, and UID for all three sections in config.pm. (via copy/paste) and I'm not using the GroupDN attribute in any of them. I've done some packet captures and I'm seeing some differences between the successful and failed LDAP connections: Successful: I see a bind request from a specific port with the bind result going back to that same port. Then I see the Search request come from the same port and the search result is returned. not Successful: I see a I see a bind request from a specific port with the bind result going back to that same port. Then I see the Search request come from a different port and the message returned is: "In Order to perform this operation a successful bind must be completed on the connection." Any thoughts on what I should look at next would be greatly appreciated! Thank you. Kevin.

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Lost TimeAccounting
by Philippe Roth 27 May '05

27 May '05

Dear All, We use OTRS version 1.3.1. We have the following problem: We lost all TimeAccounting since 7 days ago... Now, if we enter a ticket or add a note with some TimeAccounting, the ticket or note is recorded, but TimeAccounting is lost in History... How could we get back this information? How could we make OTRS record TimeAccounting again? Many thanks in advance for help and have a nice day, Philippe Roth

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Manipulating queues
by John Price 27 May '05

27 May '05

I managed to get about 1,100 SPAM messages into the receiving queue and I would like a quick way to move them to the spam queue (so they will get removed). I thought about manipulating the SQL database directly, but I can't find the correct tables and columns to change to move a ticket from one queue to another. I think I can use a SELECT statement with "where a_subject like '%text%'" to find the tickets I need to move, but can someone explain how the tickets are assigned to queues (or point me to some documentation on this)? I'm running version 1.2.4, so if there is a better way to do this in this or a newer version, I'd be willing to upgrade or take another approach. Thanks for the help and the great product! John -- Whatever happened to Preparations A through G? Have a great day and don't forget to laugh! http://www.gcfl.net (The Good, Clean Funnies List): Good, clean daily funnies you can safely tell your Mom!

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Parsing in OTRS
by Graeme Brough 26 May '05

26 May '05

Hello I am currently attempting to make OTRS parse the subject line of an incoming email, for a leading 8-digit number and then add this number into to X-OTRS-TicketValue1. I can add a fixed value into X-OTRS-TicketValue1 no problems, but want to be able to dynamically populate this value depending on the 8-digit number in the subject. Can anyone help me? Many thanks in advance. Regards, Graeme ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

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