May 2005 - otrs - OTRS mailing lists

Active Directory authentication working, just one problem...
by Chris de Vidal 17 May '05

17 May '05

Great program! OTRS 1.3.2 CentOS 3.3 Perl 5.8.0-88.7 Apache 2.0.46-40.ent.centos.1 Kernel 2.4.21-20.EL.c0 Windows 2000 Active Directory Nutshell: Active Directory authentication is working but I cannot exclude users from logging into the Agent area. Details: I followed this documentation: http://otrs.mirror.netmonic.com/misc/doc/cvs/en/html/ldap-integration.html I added these lines to Config.pm: ================================= $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = '<domain controller>'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=example, dc=com'; ### I changed the name of the domain to example.com ### ### to protect the innocent ### $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=<OTRS username>,OU=<its OU>,DC=example,DC=com'; $Self->{'AuthModule::LDAP::SearchUserPw'} = '<password>'; $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '<domain controller>'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=example, dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=<OTRS username>,OU=<its OU>,DC=example,DC=com'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = '<password>'; $Self->{CustomerUser} = { Name => 'Active Directory', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => '<domain controller>', BaseDN => 'dc=example, dc=com', SSCOPE => 'sub', UserDN => 'CN=<OTRS username>,OU=<its OU>,DC=example,DC=com', UserPw => '<password>', }, 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' ], ], }; ========================================================== Any user can log into the Agent area. As far as I can tell, they don't have rights to do anything, but even so I don't want them going there. So I added these lines: $Self->{'AuthModule::LDAP::GroupDN'} = 'cn=<group>, ou=<its OU>, dc=example, dc=com'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUid'; #$Self->{'AuthModule::LDAP::UserAttr'} = 'UID'; $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; No good. I cannot log in even though my account is in that group. I tried commenting the UID line and commenting the DN line, no good. Ideas? The documentation says to create a posixGroup but there's no such beast in Active Directory. I used a standard Global group. CD

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How to display only sub-queues in Change queue
by Akbar S. Ahmed 17 May '05

17 May '05

Hi, I would like to limit the list of queues that are visible in the Change queue drop down list. Specifically, is there a way to display only sub-queues of a given queue in the Change queue drop-down? If the above is possible, then how would I limt the queues in the Change queue drop-down to only the sub-queues of the current queue, plus the Junk queue? Thanks in advance, Akbar

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Company Tickets
by Philippe Roth 17 May '05

17 May '05

Dear All, Thank you for the last answer. We now have some more questions: - How the customerID is generated when a customer can login by itself? Do we have to modify it for each customer? - How can several customer have the same customerID automaticaly? - Is it possible to map it to an LDAP value (UnitID for example) - How could we chane the name "Cpompany Ticket" by "Unit Ticket"? Many thanks in advance for your answers. Have a nice day, PHRoth - Switzerland

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1.3.2 installation failure on FreeBSD 4.9
by Paul Southworth 16 May '05

16 May '05

I had a working OTRS installation on this system but lost the data and now must reinstall from scratch. So I have been through this once before successfully and I can't figure out why it doesn't work now. I think I followed the INSTALL instructions. I did the manual database schema setup, not installer.pl. All I get from the web server is 'Internal Server Error'. [Sat May 14 19:48:53 2005] [error] [client 69.17.97.230] Premature end of script headers: /home/otrs/bin/cgi-bin/index.pl The installer.pl script gives the same error. I am using Apache 1.3.33, perl 5.8.6, and MySQL 4.1.11 on FreeBSD 4.9. The system is a FreeBSD jail. I started with mod_perl 1.29 and then uninstalled it and switched to CGI mode, both fail. I am running the web server as the otrs user. The otrs user is in the web server group. I ran SetPermissions.sh. I edited Kernel/Config.pm. I have verified that the otrs MySQL user can log into the database and that the database tables were created. perl thinks syntax is ok... admin# perl -cw bin/cgi-bin/index.pl bin/cgi-bin/index.pl syntax OK admin# perl -cw bin/cgi-bin/installer.pl bin/cgi-bin/installer.pl syntax OK otrs.checkModules runs ok... admin# bin/otrs.checkModules CGI ... ok Date::Pcalc ... ok DBI ... ok DBD::mysql ... ok Digest::MD5 ... ok Email::Valid ... ok IO::Scalar ... ok IO::Wrap ... ok MIME::Base64 ... ok MIME::Tools ... ok Mail::Internet ... ok Net::DNS ... ok Net::POP3 ... ok Net::LDAP ... not installed! (for directory authentication - not required) Net::SMTP ... ok Authen::SASL ... ok GD ... ok GD::Text ... ok GD::Graph ... ok GD::Graph::lines ... ok GD::Text::Align ... ok Troubleshooting suggestions would be appreciated. --Paul

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Question: using Zope authentication for sigle sign-on
by mhmh0023＠yahoo.com.tw 13 May '05

13 May '05

Hi, We have a web server running Zope/Plone (with default flat file DB and no LDAP) and would like to use existing authentication for OTRS as single sign-on. The module HTTPBasicAuth seems not working with Zope. I did a search on the web and this list, and couldn't find anything useful. If anyone was able to get single sing-on working with Zope (without LDAP), please give me some pointers. BTW, to get OTRS installed on our web server (apache 2.0.51-2.9/Zope 2.7.2 final on FC2) was not quite straight forward as regular setup. Several tweaks are used to get OTRS working. Zope requires dynamic host and HTTP rewrite rules in the HTTPd.conf. An exception (another rewrite rule) for /otrs/ is needed. "Alias" listed in /etc/httpd/conf.d/otrs.conf does not work for our setup (after the rewrite rule applied), so a symbolic link (/var/www/html/otrs -> /opt/otrs/bin/cgi-bin) was used to bypass this problem. Also, SetPermission.sh sets /opt/otrs with 700 and owned by otrs:apache (as shown in the manual). However, this prevents modules in /opt/otrs/Kernel to be loaded. So, the permission of /opt/otrs is changed to 711 to solve this problem. Any info is appreciated. Thanks. -- Mark _______________________________________________________________________ Yahoo!奇摩電子信箱免費容量250MB，信件在多也不怕 http://tw.promo.yahoo.com/mail_new/index.html

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Company tickets
by Philippe Roth 13 May '05

13 May '05

Dear All, We would like to know what is the difference between "My Ticket" and "Company tickets" in the customer interface? The tickets are the same under the both interface. Many Thanks in advance, PHRoth Switzerland

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No mail sending ... warning
by martin hochreiter 13 May '05

13 May '05

Hi! We are sending mails via otrs-postfix and a mail relay. Unfortunately the mail relay is down sometimes. Can I configure otrs and/or postfix to notify me via otrs that an email could not be delivered? lg

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CC Field in customer web inerface.
by Giuseppe LO BIONDO 12 May '05

12 May '05

Hi! does anyone know if it is possible for a customer user to open a call and automatically notify other relevant users using the customer web interface? A CC field in the web interface would do the job... but it would be great if an user can open a call and allow other users to have access to the call progresses via web (and receive email notifications accordingly to the user setup). If something similar is missing it would be a nice feature to add. regards, Giuseppe

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spell check
by Daniel Balan 12 May '05

12 May '05

Hello otrs, I am using the speller but it doesn't work while I am using it from Email ticket. If it is used from Phone ticket or from Compose Answer every thing is fine. I am using 1.3.2 Any idea on how to fix it? Thanks Daniel -- This message was scanned for spam and viruses by BitDefender. For more information please visit http://linux.bitdefender.com/

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FAQ
by martin hochreiter 11 May '05

11 May '05

Hi! I want to remove the 'modified ...' phrase in the result of customer faq search. How can I do that? lg

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