September 2005 - otrs - OTRS mailing lists

OTRS and PGP
by bertagaz 03 Sep '05

03 Sep '05

Hi ppl, I'm really interessed by the PGP feature of OTRS. I have succeeded in enable it for ingoing mail but I'm always looking where I can setup OTRS to send signed or encypted mails. I have searched in Config.pm, Default.pm, the System configuration link of the admin interface (everywhere). All I've found was a ArticleComposeSign.pm or a ArticleComposeCrypt.pm but don't know where and how it works. Also, a cool feature (in my opinion) would be to have OTRS searching automatically for public keys on keyservers. The adress could be a predefined variable in Config.pm. Thanks for that great app anyway, I find it far more useable than RT :] Bert.

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MD5 digest:BAD Expected error
by Delshawn Colcloughly 02 Sep '05

02 Sep '05

I am trying to install otrs-2.0.2-01.i386.rpm on a RH9 box running inside Virtual Server 2003 Everytime I try to run the rpm I receive an error message stating "error: otrs-2.0.2-01.i386.rpm: MD5 digest: BAD Expected(464cc2af78e8fab2172b50a9245aa3cd) != (1c85f5fb253c3a5581bdee4b650dcd4a) error: otrs-2.0.2-01.i386.rpm cannot be installed" using Digest-MD5-2.33 what can I do about this?Please help Del

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change state while adding a note
by maurizio.mont＠libero.it 02 Sep '05

02 Sep '05

I would allow the agent to change the ticket status while adding a note. Looking at the frontend (AgentTicketNote.dtl) it seems this functionality should already be available. In the "Note" window ti should appear a list with all the 'new', 'open' and 'close' states. Unfortunately, in my installation this list doesn't appear. I'm using the default state list, but I localized state names. Could the problem depend on the localization? Thanks, Maurizio ____________________________________________________________ Libero Flat, sempre a 4 Mega a 19,95 euro al mese! Abbonati subito su http://www.libero.it

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events
by Daniel Balan 02 Sep '05

02 Sep '05

Hello otrs, I am using otrs 2.0.2 and the calendar package. In this implementation any operator is able to see others operators events. Is it possible to define "my own events" and "public events" ? thanks, Daniel -- This message was scanned for spam and viruses by BitDefender. For more information please visit http://www.bitdefender.com/

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LDAP authentication: Agents OK - Customers NOK
by Paulo Kappke 01 Sep '05

01 Sep '05

Hello All, I am configuring OTRS to use LDAP authentication against Lotus Domino. I have created 2 groups in Domino called otrsAgent (agents only) and otrsCustomer (everybody else). So, all the agents can autheticate and if it is the first time, their account is being created as well. Works great. But if a Customer tries to authenticate, it says "Login failed! Your username or password was entered incorrectly." The OTRS log file says: [Tue Aug 30 15:57:37 2005][Notice][Kernel::System::Auth::LDAP::Auth] User: admindomino.cyclades authentication failed, no LDAP group entry foundGroupDN='cn=otrsAgent', Filter='(member=CN=Admindomino Cyclades,O=Cyclades)'! (REMOTE_ADDR: 192.168.44.203). If you noticed, it tried the Agent group instead of the Customer group. I have also checked the TCP packets using tcpdump and I noticed that if the user is valid and it is not in the Agent group, OTRS is not checking the Customer group. Here is my configuration at Kernel/Config.pm: # Agent Authentication $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'usldap.cyclades.com'; $Self->{'AuthModule::LDAP::BaseDN'} = 'o=cyclades'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; $Self->{'AuthModule::LDAP::SearchUserDN'} = ''; $Self->{'AuthModule::LDAP::SearchUserPw'} = ''; $Self->{'AuthModule::LDAP::GroupDN'} = 'cn=otrsAgent'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; # Customer Authentication $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'usldap.cyclades.com'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'o=cyclades'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'uid'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = ''; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = ''; $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'cn=otrsCustomer'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'; $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'usldap.cyclades.com', BaseDN => 'cn=otrsCustomer', SSCOPE => 'sub', UserDN => '', UserPw => '', }, CustomerKey => 'uid', CustomerID => 'uid', CustomerUserListFields => ['uid', '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 [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'uid', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], ], }; Thanks in advance for any help. Paulo K _____________________________________________ Paulo Roberto Kappke Systems/Network Administrator, Sr. Cyclades Corporation Phone: +1 (510) 771-6241 Fax: +1 (510) 771-6200 E-mail: paulo.kappke(a)cyclades.com http://www.cyclades.com _____________________________________________

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Re: otrs Digest, Vol 26, Issue 1
by Paul Rhein 01 Sep '05

01 Sep '05

otrs-request@otrs.org@otrs.org on 01-09-2005 12:00:21 Please respond to otrs(a)otrs.org Sent by: otrs-bounces(a)otrs.org To: otrs(a)otrs.org cc: Subject: otrs Digest, Vol 26, Issue 1 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: change state while adding a note (maurizio.mont(a)libero.it) 2. Re: What is link tickets? (Stuart Caie) 3. Error ticket_id not found (Matthieu Dagoreau) 4. Layout of fields (Camilla Krag Jensen) ---------------------------------------------------------------------- Message: 1 Date: Wed, 31 Aug 2005 18:44:16 +0200 From: "maurizio.mont(a)libero.it" <maurizio.mont(a)libero.it> Subject: Re:[otrs] change state while adding a note To: "otrs" <otrs(a)otrs.org> Message-ID: <IM3IHS$D41229C3377551308C91976D7B3ACDC0(a)libero.it> Content-Type: text/plain; charset=iso-8859-1 Looking at the demo system, I realized that "change state" command doesn't appear in the "Note" form, not even in the standard installation. So, my question is: how can I change the state of a ticket? I know some transactions are implicit in "Pending" and "Close" forms, but how can I manually move a ticket to the "open" state? ____________________________________________________________ Libero Flat, sempre a 4 Mega a 19,95 euro al mese! Abbonati subito su http://www.libero.it ------------------------------ Message: 2 Date: Thu, 01 Sep 2005 09:40:43 +0100 From: Stuart Caie <Stuart.Caie(a)Sun.COM> Subject: Re: [otrs] What is link tickets? To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <1125564043.19251.49.camel@sr1-ellg-04> Content-Type: text/plain It is useful for agent/user reference. For example, if a customer follows up an old ticket with you that got closed, create a link to that old ticket from the new ticket. Then the link appears on the side-bar and you can go read the old ticket for details whenever you're working the new one. Regards Stuart On Wed, 2005-08-31 at 12:22, KartheeK wrote: > Hello Everybody, > > I cant understand what is linking two tickets useful? what happens if > we are linking two tickets? > > Regards > KartheeK > > > > ______________________________________________________________________ > Yahoo! India Matrimony: Find your partner online. > Go to http://yahoo.shaadi.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 fr Ihr OTRS System? > => http://www.otrs.de/ ------------------------------ Message: 3 Date: Thu, 1 Sep 2005 10:44:24 +0200 From: "Matthieu Dagoreau" <mdagoreau(a)net-streams.fr> Subject: [otrs] Error ticket_id not found To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <78718C308E0EA5439ED4CEF42701D6601DAEA2(a)8035CQW31054.exchmail.net-streams.fr> Content-Type: text/plain; charset="us-ascii" Hi everybody, I get this error in the apache log : ERROR: OTRS-CGI-44 Perl: 5.8.6 OS: MSWin32 Time: Thu Sep 1 10:44:52 2005 Message: No such TicketID (45)! Traceback (4008): Module: Kernel::System::Ticket::TicketGet (v1.181) Line: 697 Module: Kernel::System::LinkObject::Ticket::FillDataMap (v1.4) Line: 36 Module: Kernel::System::LinkObject::LinkedObjects (v1.4) Line: 351 Module: Kernel::System::LinkObject::AllLinkedObjects (v1.4) Line: 370 Module: Kernel::Modules::AgentTicketZoom::Run (v1.12) Line: 107 Module: Kernel::System::Web::InterfaceAgent::Run (v1.7) Line: 687 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_OTRS_otrs_bin_cgi_2dbin_index_2ep l::handler (v) Line: 47 Module: (eval) (v1.80) Line: 203 Module: ModPerl::RegistryCooker::run (v1.80) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 There is no id 45 in the 'ticket' table in the database and I have checked every table in my database searching for a reference to a 'ticket_id=45' but I couldn't find any. Does anybody know where it comes from? Matthieu

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Unique key
by Camilla Krag Jensen 01 Sep '05

01 Sep '05

Hi! When I installed OTRS I thought that it was a really good idea t use the login as the unique field on the customer. I see now that it wasn't.. But can I *just* change this? Which tables will I need to update? I know I have to change config.pm so that CustomerKey points to my new and hopefully better unique field, but the relations will go bad if I don't update. :-) -- Camilla Krag Jensen

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Added Postmaster filter, now getting error from PostMasterPOP3.pl?
by Bryan Fullerton 01 Sep '05

01 Sep '05

Howdy, Running: OTRS 2.0.2, perl 5.8.7 I just added a Postmaster filter to stick mail with an X-Spam-Flag header into a Spam queue. Very simple, one header in each of the match and add sections. Now when PostMasterPOP3.pl runs and the filter matches, I get this stderr output: Use of uninitialized value in sprintf at /usr/local/lib/perl5/5.8.7/mach/Sys/Syslog.pm line 321. I'm unsure if this is a bug or something I've missed configuring. If it's a bug I'll be happy to submit a bug report, but wanted to check here first. Anyone seen this before? Thanks, Bryan

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Layout of fields
by Camilla Krag Jensen 01 Sep '05

01 Sep '05

Hi! I am trying configure the OTRS system with some extra fields on customers (customer_user). It is very easy to add fields in the database and in the config-file, but I have some problems with how the fields are shown. What I would like is for one of my new fields to be displayed as a drop-down box with say, three values, when entering data on the customer. Just like the field ValidId is shown. Furthermore, I would like to be able to control the formatting of my new fields. For instance, if a field has a certain value, the field value should be formatted with <blink></blink>. Is this at all possible? I don't mind tampering with the code, but as it is right now, I have no clue where to start. Thanks in advance :-) -- Camilla Krag Jensen www.exerp.com

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Error ticket_id not found
by Matthieu Dagoreau 01 Sep '05

01 Sep '05

Hi everybody, I get this error in the apache log : ERROR: OTRS-CGI-44 Perl: 5.8.6 OS: MSWin32 Time: Thu Sep 1 10:44:52 2005 Message: No such TicketID (45)! Traceback (4008): Module: Kernel::System::Ticket::TicketGet (v1.181) Line: 697 Module: Kernel::System::LinkObject::Ticket::FillDataMap (v1.4) Line: 36 Module: Kernel::System::LinkObject::LinkedObjects (v1.4) Line: 351 Module: Kernel::System::LinkObject::AllLinkedObjects (v1.4) Line: 370 Module: Kernel::Modules::AgentTicketZoom::Run (v1.12) Line: 107 Module: Kernel::System::Web::InterfaceAgent::Run (v1.7) Line: 687 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_OTRS_otrs_bin_cgi_2dbin_index_2ep l::handler (v) Line: 47 Module: (eval) (v1.80) Line: 203 Module: ModPerl::RegistryCooker::run (v1.80) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 There is no id 45 in the 'ticket' table in the database and I have checked every table in my database searching for a reference to a 'ticket_id=45' but I couldn't find any. Does anybody know where it comes from? Matthieu

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