August 2005 - otrs - OTRS mailing lists

LDAP settings work on Windows test server but not on RedHat
by Varsani, Rajendrakumar (PSD) 09 Aug '05

09 Aug '05

Hi all, Having finally got OTRS LDAP functions to work on my Windows 2000 Professional test environment, I tried plugging the values into the config.pm of our live RedHat Linux box which has been running for months. I found that this bit of the code seems OK: # ---------------------------------------------------- # # # # LDAP - RPV 30 June 2005 # # # # ---------------------------------------------------- # # For secure LDAP; try host of 'ldaps://xxxx.solar.local'; # Customer Authentication # Added by RPV 30 June 2005 # $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'xxxx.solar.local'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=staff,dc=solar,dc=local'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=xxxx,ou=staff,dc=solar,dc=local'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'xxxx'; # # OTRS runs fine with this in Bizarrely, as soon as I plug in the following, which works on the Windows 2000 test server; # Customer User # Added by RPV 29 June 2005 # # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP Source', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'xxxx.solar.local', # ldap base dn BaseDN => 'ou=staff,dc=solar,dc=local', # 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 => 'cn=xxxx,ou=staff,dc=solar,dc=local', UserPw => 'xxxx', # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' AlwaysFilter => '(objectclass=user)', # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) Params => { # # RPV - Normal : 389 # port => 389, # # RPV - Secure : 636 # # port => 636, # RPV - Default Version : 2 version => 3, }, }, # customer uniq id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 600, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], AdminSetPreferences => 0, 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', 'Username', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], [ 'UserFax', 'Fax', 'facsimileTelephoneNumber', 1, 0, 'var' ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; # # I get this response: Internal Server Error The server encountered an internal error or misconfiguration and was unable to complete your request. Please contact the server administrator, root@localhost and inform them of the time the error occurred, and anything you might have done that may have caused the error. More information about this error may be available in the server error log. ------------------------------------------------------------------------ -------- Apache/2.0.46 (Red Hat) Server at comet2 Port 80 I've tried changing the Params => {version number from 3 to 2 but that makes no difference. What have I done wrong? VERY confused Rajendrakumar Varsani BSc (Hons) Tel: (01904) 455805 (GTN 5138 5805) Fax: (01904) 455711 (GTN 5138 5711) Mobile: 07968 243125 Email: rajendrakumar.varsani(a)psd.defra.gsi.gov.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.

2 1

RE: [otrs] Customers should not be able to select Queue
by West, Bradley G. 09 Aug '05

09 Aug '05

I did some selective tweaking of the Web UI by using the CustomerPanelOwnSelection statement in the Config.pm file reference to this statement should be in Kernel/Config/Default.pm file _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Reinhard Travnicek Sent: Tuesday, August 09, 2005 8:04 AM To: otrs(a)otrs.org Subject: [otrs] Customers should not be able to select Queue Hi ! I want all my customers to send to the "Support" queue. Unfortunatley today the see "raw, junk, support" and all other queues. Is there a config to prevent customers from selecting queues ? Regards Reinhard Travnicek mailto: reinhard.travnicek(a)x-tech.at <mailto:reinhard.travnicek@x-tech.at>

1 0

Customers should not be able to select Queue
by Reinhard Travnicek 09 Aug '05

09 Aug '05

Hi ! I want all my customers to send to the "Support" queue. Unfortunatley today the see "raw, junk, support" and all other queues. Is there a config to prevent customers from selecting queues ? Regards Reinhard Travnicek mailto: reinhard.travnicek(a)x-tech.at

1 0

email authentication
by Kresimir Sparavec 09 Aug '05

09 Aug '05

Hi, is there a nicer way to authenticate agents via email, something like X-OTRS-Username: myusername X-OTRS-Password: shoY1nahChe5hooz which would be exactly the same as username/password in the web interface? thanks, Kresimir S.

1 0

Updated screenshots?
by Martin Honermeyer 09 Aug '05

09 Aug '05

Hello, as 2.0 is out maybe someone could put some new screenshots up (http://otrs.org/screenshot/)? That would be nice. Greetz, Martin

1 0

New Mail Message
by Anton Krall 09 Aug '05

09 Aug '05

Hey Guys. I have a problem thats driving me crazy! I just got a message on OTRS saying "You have a new message" on the web interface so I click on new messages and it indeed says I have 1 mnew message but when I click on that link to open it.. there is nothing, the interface shows no message, no body nothing.. Is this a bug or what?how can I check what the message is like or who is it from? Anton Krall

2 1

Auto Replys
by Ken Johnson 09 Aug '05

09 Aug '05

We now have our OTRS 2.0.1 running under Windows IIS6, and we are trying to figure out a way, then when we close a ticket, it lets the customer know via an auto reply. Is this possible? I haven't found anything in the docs about this.

2 1

Direct access though apache2
by Dehnert James Sr 08 Aug '05

08 Aug '05

Forgive me if this info is out there, but... I'd like to have OTRS server up directly by my web server. For instance, I'd like to go to http://otrs.mydomain.com and have the login right there. However my machinations with apache2 virtual host definitions have just not accomplished what I am trying to do. If anyone has an example virtual host def for apache 2 would you be willing to share it? System info is as follow... SuSE 9.3 Apache 2 OTRS 2.0.1 Thanks, Zeke -- mailto:jdehnert@caymas.com James "Zeke" Dehnert Phone: 707 283 5042 Fax: 707 283 5001 -= Eschew Obfuscation =- "Life is racing, everything else is just waiting" Python Cool > http://www.style.org/unladenswallow

2 2

"Message: Found no $QueueID for <QUEUE>" when running PostMasterPOP3.pl
by Akbar S. Ahmed 08 Aug '05

08 Aug '05

Hi, I have recently begun to receive the following error when running PostMasterPOP3.pl. The error is for all new queues, I have checked the configuration multiple times and everything is the same as the older queues that are working: ERROR: OTRS-PM3-10 Perl: 5.8.0 OS: linux Time: Mon Aug 8 14:53:54 2005 Message: Found no $QueueID for <queue-name>! Traceback (32414): Module: Kernel::System::Queue::QueueLookup (v1.45) Line: 424 Module: Kernel::System::PostMaster::DestQueue::GetTrustedQueueID (v1.15) Line: 111 Module: Kernel::System::PostMaster::Run (v1.43) Line: 240 Module: main::FetchMail (v1.12) Line: 169 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.12) Line: 106 Connection to localhost closed. OTRS Version: 1.3.2 perl, v5.8.0 CentOS 3.4 Thanks, Akbar

1 0

Maximum # of Queues
by Akbar S. Ahmed 08 Aug '05

08 Aug '05

Hi, What is the maximum number of queues supported by OTRS? Thanks, Akbar

2 1