September 2005 - otrs - OTRS mailing lists

Registering new icon in navibar
by Alex Mihicinac 15 Sep '05

15 Sep '05

Hi all, what is correct procedure to register new "function"/icon in navibar (like Calendar, Webmail, ...)? Is there manual about this? TIA, --alexm

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RE: otrs Digest, Vol 26, Issue 19
by Florent PREVOST 15 Sep '05

15 Sep '05

Hi all, Thx to Duarte for his help but it is not a DNS problem. These error messages only appear for these emails. Dozen and dozen of others are ok. The problem is also the fact that that seems to be a message from fetchmail. I use fetchmail only to get emails from another server to give them to OTRS. Anyone has another idea ? Thx Florent > -----Message d'origine----- > De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]De la part de > otrs-request(a)otrs.org > Envoye : jeudi 15 septembre 2005 07:48 > A : otrs(a)otrs.org > Objet : otrs Digest, Vol 26, Issue 19 > > > Send otrs mailing list submissions to > otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > > You can reach the person managing the list at > otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. RE: smtp error (Duarte Cordeiro) > 2. Sub-Queue in OTRS 1.3.2 (Jason Joines) > 3. RE: Sub-Queue in OTRS 1.3.2 (West, Bradley G.) > 4. Re: Sub-Queue in OTRS 1.3.2 (Jason Joines) > 5. remove a queue, remove an e-mail address? > (Pim Rupert (Lemonbit Internet)) > 6. Bulk-Action no longer works with popup disabled. (John > Hennessy) > 7. Re: Bulk-Action no longer works with popup disabled. > (John Hennessy) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Wed, 14 Sep 2005 16:37:20 +0100 > From: "Duarte Cordeiro" <duarte.cordeiro(a)cm-lisboa.pt> > Subject: RE: [otrs] smtp error > To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> > Message-ID: <20050914163720459.00000002972@helpdesk1c04> > Content-Type: text/plain; charset=utf-8 > > Hi, > > You seem to have a problem with the dns server youb

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Re: Re: [otrs] remove a queue, remove an e-mail address?
by Eric Voisard 15 Sep '05

15 Sep '05

Hi Volker, > > Ability to delete things would indeed be an essential option. As a new > otrs > > user, I'm somewhat surprized it doesn't exist. Maybe in next release... > > > > Eric > > > >im not that shure that the ability to delete things would be a great idea. >or even an essential option... >what should happen with the tickets in that queue? or the tickets refering >tickets in that queue? or users that had tickets in that queue. or.or.or. >there would be a lot of unresolved references in every case. how to handle >them? Delete them all? mmh, I agree it wouldn't be that simple and it could cause unwanted chain reactions. I also agree that otrs' purpose is also to globally keep a history. So it can be a bad idea. But I can imagine me wanting to delete a queue and all it's content, why not. A test queue, an old queue from an old customer that I don't want to see anywhere anymore. This wouldn't imply automatic deletion of related users, customers, supporters. If we'd like to delete a Customer, we could have the choice either to delete all related tickets or having them reassigned. If we'd like to delete an user/supporter, related tickets could receive "unknown" in these fields, or ownership back to the administrator (up to him to sort all out then), or an option to reassign all to somebody else of our choice. Note that I'm only brainstorming... I know that everybody has different needs and there wouldn't be a single and easy solution. But we can have different sets of options depending on what we'd like to delete. And we could even have an option for removing the 'delete' option, for sysadmins who don't want it!... >you are free to delete things in the db. with the tools of the db. and you >are free to live with a corrupted system then.... That's why I'd prefer to do it under otrs' control! >so in the view of system integrity i am pretty sure that the next version >of otrs wont have the ability to delete things, but it will still have the >ability to disable things. Well it's quite possible, it's just that I for one wouldn't like to amass tons of "disabled crap" in the users' workspace. Or at least I wouldn't like to see it, and then put it under the carpet with a "hidden" parameter as Trevor is working on... regards, Eric

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RE: [otrs] Changing the FQDN in OTRS
by West, Bradley G. 15 Sep '05

15 Sep '05

This is an option right in the Config.pm file. You may refer to the /Kernel/Config/Defaults.pm for the example though it should be simply. $Self ->{FQDN} = 'myserver.mydomain.dnssuffix'; -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Karkhanis Sent: Thursday, September 15, 2005 2:35 AM To: otrs(a)otrs.org Subject: [otrs] Changing the FQDN in OTRS Hi, I need to change the FQDN for the server on which i am hosting my otrs. How do i do it Just to clarify what i mean, currently my otrs link is http://server.xx.com, I need to change it to http://server.xx.org, how do i do it. Alternatively, how do i change my apache configuration so that all hits to the old link are automatically translated to the new adress. Thanks in advance Ashutosh __________________________________ Yahoo! Mail - PC Magazine Editors' Choice 2005 http://mail.yahoo.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 für Ihr OTRS System? => http://www.otrs.de/

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remove a queue, remove an e-mail address?
by Pim Rupert (Lemonbit Internet) 15 Sep '05

15 Sep '05

Hi all, I can't figure out how to remove a queue, or an e-mail address... or a lot of other options in the Admin area. In the left part I can select current items to EDIT, and in the right part I can ADD NEW items. But there seems to be no option to REMOVE items. Should I slap myself for not looking at the right place, or is it really true OTRS lacks this option? Thanks! -- met vriendelijke groet / kind regards, Pim Rupert Lemonbit Internet

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Attempt to invoke directory as script
by Graeme Brough 15 Sep '05

15 Sep '05

Hello Just installed OTRS on a new server. When I attempt to view /otrs/index.pl I get the download dialog box, which states that 'The file "index.pl" is of the type application/x-perl, and Web Browser does not know how to handle this file type'. I have had to install on an existing webserver which is shared, however I have set up a new subdomain within Apache for OTRS to run on. I am able to run perl scripts on other subdomains, so I know this is not a server support issue. The Apache error log gives the following error: attempt to invoke directory as script: <servername>/otrs/bin/cgi-bin I am using the following application versions: OTRS 1.3.2 Suse 8.1 Apache 1.3.26 Viewing Mozilla 1.4 on Solaris 9. Can anyone tell me what I'm missing. Thanks in advance, 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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Group authentication against active directory
by Remek Lipinski 15 Sep '05

15 Sep '05

Hi, I have been trying to get group authentication working against active directory and have read all the posts I could find in the archives but to no avail. I ended up digging in the Perl scripts to try and find out how it was done. The suggested lines that need to go into the Config.pm file are: $Self->{’AuthModule::LDAP::GroupDN’} = ’cn=otrsallow_A, ou=posixGroups, dc=example, dc=com’; $Self->{’AuthModule::LDAP::AccessAttr’} = ’memberUid’; $Self->{’AuthModule::LDAP::UserAttr’} = ’DN’; However I always got a group not found error. The LDAP auth script looks for user members in the definition of the group. Once I found that out, went and did a dump of the active directory and looked in the definition of my group, then it was obvious. Microsoft AD groups don't have "memberUid" only "member". By changing the above to: $Self->{’AuthModule::LDAP::GroupDN’} = ’cn=otrsallow_A, ou=posixGroups, dc=example, dc=com’; $Self->{’AuthModule::LDAP::AccessAttr’} = ’member’; $Self->{’AuthModule::LDAP::UserAttr’} = ’DN’; it now all works and I can block users by dropping their membership in the "ortsallow" group. Someone suggested commenting out of $Self->{’AuthModule::LDAP::AccessAttr’} = ’memberUid’; as a solution, but as far as I can tell (and pleas keep in mind I'm very green in Perl and LDAP), that essentially bypasses any comparisons to members in the "otrsallow" group, thus authenticating everyone regardless of membership. As I said I'm no Perl expert, but this definitely works (win 2003 SBS), maybe someone in the OTRS team can explain this better. Cheers, Remek. -- No virus found in this outgoing message. Checked by AVG Anti-Virus. Version: 7.0.344 / Virus Database: 267.10.25/102 - Release Date: 9/14/2005

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Re: [otrs] Bulk-Action no longer works with popup disabled.
by John Hennessy 15 Sep '05

15 Sep '05

Hi Rob, I'm not running mod_perl so I don't think stopping/starting Apache will help me unless you know better. I've done it anyway. Logged out/In. No Change. I originally made my change to Kernel/Config/Files/Ticket.pm I've just now made a change to Kernel/Config/Files/ZZZAAuto.pm and it sort of works. (Which file should I be altering ?) The popup has gone and the Bulk-Action works but the resulting screen only presents one of the selected tickets. Any thoughts ? John. Rob Cas wrote: > It doesn't sound like normal behaviour. I'm running 2.0.1 and have > the same configuration setting as you, and it's working properly. > > Did you restart your web-server and logout and log back in to start a > new session? > > Rob. > > On 15/09/2005, at 3:03 PM, John Hennessy wrote: > >> Hi, I set the following to get rid of the annoying confirmation >> popup for every ticket selected but now Bulk-Action does not see the >> tickets as selected. >> >> # Ticket::Frontend::BulkFeatureJavaScriptAlert >> # (enable/disable java script popup if a bulk ticket is selected) >> $Self->{'Ticket::Frontend::BulkFeatureJavaScriptAlert'} = 0; >> >> Is this normal behaviour. I am simply trying to rid myself of the >> confirmation popup but still require that selected tickets be >> processed by the Bulk-Admin function. >> >> Thanks >> >> John. >> >> _______________________________________________ >> 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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How do I remove Customer Users ?
by John Hennessy 15 Sep '05

15 Sep '05

Hi, I am running OTRS for the first time and would like to know how to delete Customer Users. I am logged in as the Admin user and have entered the Customer area. I can search on users with "*", select the users in question and change their "Valid" status to "invalid". I can not however find how to remove them. OTRS 2.02-01 MySQL 4.0.18-log Apache 2.0.49 RedHat Linux 9 (Shrike) Any advice is appreciated. John.

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Changing the FQDN in OTRS
by Karkhanis 15 Sep '05

15 Sep '05

Hi, I need to change the FQDN for the server on which i am hosting my otrs. How do i do it Just to clarify what i mean, currently my otrs link is http://server.xx.com, I need to change it to http://server.xx.org, how do i do it. Alternatively, how do i change my apache configuration so that all hits to the old link are automatically translated to the new adress. Thanks in advance Ashutosh __________________________________ Yahoo! Mail - PC Magazine Editors' Choice 2005 http://mail.yahoo.com

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