May 2005 - otrs - OTRS mailing lists

RE: [otrs] Perl LDAP error
by Pete McDonnell 20 May '05

20 May '05

Has anyone seen this before at all? As it seems to reference the CustomerUser portion of the LDAP configuration - is that the part used for customer authentication at the customer login page? As we are not using the customer login portion, can I simply comment out that portion of the config? Any info would be greatly appreciated! Thanks! Anxiously awaiting OTRS 2.0! - Pete McDonnell _____ From: Pete McDonnell Sent: Thursday, May 19, 2005 6:07 PM To: User questions and discussions about OTRS. Subject: [otrs] Perl LDAP error When performing some actions (I can't reproduce this error on demand) I get the following error: Software error: Can't locate object method "new" via package "Kernel::System::CustomerUser::LDAP" at /opt/otrs//Kernel/System/CustomerUser.pm line 53. For help, please send mail to the webmaster ([no address given] <mailto:%5Bno%20address%20given%5D> ), giving this error message and the time and date of the error. I just transfered the configuration changes listed from my sandbox system (1.3.2) to my production system (1.3.1 - Suse 9.1) by copying and pasting the config below. All LDAP functionality works fine and if you get the error a simple "refresh" or "reload" lets the action complete. Line 53 is marked in the code below...Any advice would be greatly appreciated. Thanks! $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'ad server name removed'; $Self->{'AuthModule::LDAP::BaseDN'} = 'base dn removed'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'username remove'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'password removed'; $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'ad server removed'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} ='base dn removed'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'username removed'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password removed'; # CustomerUser # (customer user database backend and settings) $Self->{CustomerUser} = { Name => 'Datenbank', Module => 'Kernel::System::CustomerUser::DB', Params => { Table => 'customer_user' ************************This is line 53 in my Config.pm }, # 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 => 'ad server removed', # ldap base dn BaseDN => 'base dn removed', # 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 => 'username removed', UserPw => 'password removed', AlwaysFilter => '(objectCategory=person)', 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' ], ], }; - Pete McDonnell Manager, Technical Services Hip Interactive Phone: (416) 873-7153 "I'd give my right arm to be ambidextrous." - Anonymous

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RE: [otrs] How do increase the number of 'You wrote:' lines?
by Varsani, Rajendrakumar (PSD) 20 May '05

20 May '05

So that customers see more of the original message that they originally sent. In the following example the default six lines is not enough: Your Help Desk ticket number is : 2005051910000393 and is recorded in the subject heading of this email You wrote: > > Computer model: > Operating System: > Software: > Phone ext: > Room No: Your e-mail will be answered by a human asap PSD's IT Team Any help appreciated Rajendrakumar Varsani Rajendrakumar.varsani(a)psd.defra.gsi.gov.uk York, UK Department for Environment, Food and Rural Affairs (Defra) This email and any attachments is intended for the named recipient only. If you have received it in error you have no authority to use, disclose, store or copy any of its contents and you should destroy it and inform the sender. Whilst this email and associated attachments will have been checked for known viruses whilst within Defra systems we can accept no responsibility once it has left our systems. Communications on Defra's computer systems may be monitored and/or recorded to secure the effective operation of the system and for other lawful purposes. The original of this email was scanned for viruses by the Government Secure Intranet (GSi) virus scanning service supplied exclusively by Energis in partnership with MessageLabs. On leaving the GSi this email was certified virus-free

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Perl LDAP error
by Pete McDonnell 19 May '05

19 May '05

When performing some actions (I can't reproduce this error on demand) I get the following error: Software error: Can't locate object method "new" via package "Kernel::System::CustomerUser::LDAP" at /opt/otrs//Kernel/System/CustomerUser.pm line 53. For help, please send mail to the webmaster ([no address given] <mailto:%5Bno%20address%20given%5D> ), giving this error message and the time and date of the error. I just transfered the configuration changes listed from my sandbox system (1.3.2) to my production system (1.3.1 - Suse 9.1) by copying and pasting the config below. All LDAP functionality works fine and if you get the error a simple "refresh" or "reload" lets the action complete. Line 53 is marked in the code below...Any advice would be greatly appreciated. Thanks! $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'ad server name removed'; $Self->{'AuthModule::LDAP::BaseDN'} = 'base dn removed'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'username remove'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'password removed'; $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'ad server removed'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} ='base dn removed'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'username removed'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password removed'; # CustomerUser # (customer user database backend and settings) $Self->{CustomerUser} = { Name => 'Datenbank', Module => 'Kernel::System::CustomerUser::DB', Params => { Table => 'customer_user' ************************This is line 53 in my Config.pm }, # 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 => 'ad server removed', # ldap base dn BaseDN => 'base dn removed', # 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 => 'username removed', UserPw => 'password removed', AlwaysFilter => '(objectCategory=person)', 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' ], ], }; - Pete McDonnell Manager, Technical Services Hip Interactive Phone: (416) 873-7153 "I'd give my right arm to be ambidextrous." - Anonymous

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Re: [otrs] Active Directory authentication working, just one problem...
by Alexis Castillo 19 May '05

19 May '05

When I try to log in a user that is not in the OTRS group for the first time, I get a "Can't activate user.". Even more, if the user does not have the information that OTRS is using to fill the DB, it won't let the user log in for the first time. After logging in the first time and having the user created in the DB, I experience the same behavior you're mentioning, the user can log in regardless of being in the group or not. Chris de Vidal wrote: >Alexis Castillo said this with great authority: > > >>Here's my configuration for LDAP against AD. I hope it helps. >> >> > >OK that doesn't look much different than mine. Could you please confirm >that a user that is NOT in this group cannot log in? That's the behavior >I see; anyone can log in. > >CD > >Ever lied? You're a liar. Ever stolen? You're a thief. Ever hated? The >bible equates hate with murder. Ever lusted? Jesus equated lust with >adultery. You've broken God's law. > >He'll judge all evil and you're without hope -- unless you have a savior. >Repent and believe. >_______________________________________________ >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/ > > -- Alexis Castillo Systems Administrator Quicksilver Express Courier http://www.qec.com/

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Re: [otrs] Active Directory authentication working, just one problem...
by Alexis Castillo 19 May '05

19 May '05

Here's my configuration for LDAP against AD. I hope it helps. Alex. # # Configuration for LDAP user authentication # $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'example.com'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=example,dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=LDAP_USER,cn=Users,dc=example,dc =com'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'password'; # # Control Who gets in via LDAP # $Self->{'AuthModule::LDAP::GroupDN'} = 'cn=OTRS, ou=Intranet, ou=Access Cont rol, ou=city, dc=example, dc=com'; $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; # UserSyncLDAPMap # (map if agent should create/synced from LDAP to DB after login) $Self->{UserSyncLDAPMap} = { # DB -> LDAP Firstname => 'givenName', Lastname => 'sn', Email => 'mail', }; Chris de Vidal wrote: >Alexis Castillo said this with great authority: > > >>It's working for me, but I only have it for internal users. >> >>Comment out the >> >>$Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUid'; >> >>in Config.pm >> >>You should only have the >>$Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; >> >>Only users in your >>$Self->{'AuthModule::LDAP::GroupDN'} = 'cn=<group>, ou=<its OU>, >>dc=example, dc=com'; >>should be able to log in. >> >> > >Bummer, still not working. > >I just have these two lines: >$Self->{'AuthModule::LDAP::GroupDN'} = 'cn=<group>, ou=<its OU, >dc=example, dc=com'; >$Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; > > >I thought it was working. I set it to a group I'm in and was able to log >in. So I logged out and set it to another group and I could still log in. > >Care to copy and paste all of the Active Directory sections of your >Config.pm file so I can see if I'm missing anything or misunderstanding >you? > >CD > >Ever lied? You're a liar. Ever stolen? You're a thief. Ever hated? The >bible equates hate with murder. Ever lusted? Jesus equated lust with >adultery. You've broken God's law. > >He'll judge all evil and you're without hope -- unless you have a savior. >Repent and believe. >_______________________________________________ >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/ > > -- Alexis Castillo Systems Administrator Quicksilver Express Courier http://www.qec.com/

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Deleting data from OTRS
by Richard Hamson 19 May '05

19 May '05

Hi, I was wondering what the best way to delete data i.e. users and mail queues from OTRS is? Obviously there is no function within the interface to do it so is it done exclusiviely from the backend? If so are there any issues to bear in mind so that I dont end up with corrupt data? Any guidance on this would be appreciated Richard _________________________________________________________________ Winks & nudges are here - download MSN Messenger 7.0 today! http://messenger.msn.co.uk

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RE: [otrs] OTRS is not using the secone email address as FROM: on reply
by Peter van Beugen 19 May '05

19 May '05

Create "System e-mail addresses" and select the proper one in "Queues" Regards Peter van Beugen -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Sven Fischer Verzonden: donderdag 19 mei 2005 13:42 Aan: otrs(a)otrs.org Onderwerp: [otrs] OTRS is not using the secone email address as FROM: on reply Hi, in our OTRS setup we have two incoming emailboxes (A and B) where the mails are fetched from and queued in properly. A is queued into A-queue and B into B-queue, but if we are replying to a ticket in both cases the email address A is used in the FROM: field. The question is, is it and how is it possible to use email address A as FROM: reply field for queue A and email address B as FROM: reply field for queue B ?!? Thank you, Sven _______________________________________________ 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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OTRS is not using the secone email address as FROM: on reply
by Sven Fischer 19 May '05

19 May '05

Hi, in our OTRS setup we have two incoming emailboxes (A and B) where the mails are fetched from and queued in properly. A is queued into A-queue and B into B-queue, but if we are replying to a ticket in both cases the email address A is used in the FROM: field. The question is, is it and how is it possible to use email address A as FROM: reply field for queue A and email address B as FROM: reply field for queue B ?!? Thank you, Sven

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Re: [otrs] Deleting data from OTRS
by duarte.cordeiro＠cm-lisboa.pt 19 May '05

19 May '05

u don't want to delete users/queues... later on when you access a old ticket that references those users/queues.. what then? You should better mark them invalid. Just my 2 cents, Duarte

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LDAP and exchnage 5.5
by Richard Harvey 19 May '05

19 May '05

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hello all, Can anyone help. I'm ripping my hair out. I have a Debian server Apache, PHP4, Open LDAP (NET::LDAP) etc. etc..... There is a M$ exchange server in the building. I can do LDAP look ups against it. using user ldapquery with the correct password. I know that o="Pinnacle Insurance plc" and that ou="BOREHAMWOOD" c=GB Now like I say I have written a PHP script and can successfully auth with these credentials What I cant do is get this working in OTRS. What I need to know is what details do I need for OTRS and how do I extract these from MS exchange. If anyone can help it would be greatly appreciated. - -- ~~~~~~~~~~~~~~~~~~~~~~ Richard Harvey Systems Administrator Cardif Pinnacle Ext: 6452 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.5 (GNU/Linux) Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org iD8DBQFCjE4wRTb3HqkW5oARApsNAJ0f6RrTrU4LJJnqbpdP+s3zZDgFxQCfTfiX dJZCxcX2YS2RaCntehg/hh0= =TyuF -----END PGP SIGNATURE-----

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