January 2006 - otrs - OTRS mailing lists

AW: [otrs] AD authentication problems?
by Thorsten.Dannhausen＠Bertelsmann.de 04 Jan '06

04 Jan '06

Hi Mike, I wrote some comment's in youre config.pm marked with --> You forgot to enter the search user in some later point, so the correct data was overwritten. Regards Thorsten -----Ursprüngliche Nachricht----- Von: Mike Pietersen [mailto:mikep@allstatefastener.com] Gesendet: Dienstag, 3. Januar 2006 20:35 An: User questions and discussions about OTRS.org Betreff: [otrs] AD authentication problems? I've put AD authentication in place with my OTRS and I get this error when I try to initialize otrs. It says it starts ok, but it still doesn't work properly. Can't locate object method "new" via package "Kernel::System::CustomerUser::LDAP" at /opt/otrs//Kernel/System/CustomerUser.pm line 80, <PRODUCT> line 12. The error's line number constantly changes when refreshing the page, so it doesn't really give me a good read on whats going on. Line 80 on the CustomerUser.pm is eval "require $GeneratorModule"; but it seems that the line and error change sometimes. Is it not authenticating properly? My Config.pm is as follows... # -- # Kernel/Config.pm - Config file for OTRS kernel # Copyright (C) 2001-2005 Martin Edenhofer <martin+code(a)otrs.org> # -- # $Id: Config.pm.dist,v 1.16 2005/05/27 18:12:15 martin Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (GPL). If you # did not receive this file, see http://www.gnu.org/licenses/gpl.txt. # -- # Note: # # -->> OTRS does have a lot of config settings. For more settings # (Notifications, Ticket::ViewAccelerator, Ticket::NumberGenerator, # LDAP, PostMaster, Session, Preferences, ...) see # Kernel/Config/Defaults.pm and copy your wanted lines into "this" # config file. This file will not be changed on update! # # -- package Kernel::Config; # -- sub Load { my $Self = shift; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # Start of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # # ---------------------------------------------------- # # database settings # # ---------------------------------------------------- # # DatabaseHost # (The database host.) $Self->{'DatabaseHost'} = 'localhost'; # Database # (The database name.) $Self->{'Database'} = 'otrs'; # DatabaseUser # (The database user.) $Self->{'DatabaseUser'} = 'root'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{'DatabasePw'} = 'hot'; # DatabaseDSN # (The database DSN for MySQL ==> more: "man DBD::mysql") $Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};"; # (The database DSN for PostgrSQL ==> more: "man DBD::Pg") # if you want to use a local socket connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};"; # if you want to use a tcpip connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost};"; # ---------------------------------------------------- # # fs root directory # ---------------------------------------------------- # $Self->{Home} = '/opt/otrs'; # **************************************************** # # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # **************************************************** # # $Self->{SessionUseCookie} = 0; # $Self->{'CheckMXRecord'} = 1; $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'asf-fp1.allstatefastener.local'; $Self->{'AuthModule::LDAP::BaseDN'} = 'DC=allstatefastener,DC=local'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=otrs,CN=Users,DC=allstatefastener,DC=local'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'asfcorp02'; $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'asf-fp1.allstatefastener.local'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'DC=allstatefastener,DC=local'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'OU=Users,DC=allstatefastener,DC=local'; --> put in the same user details as above $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = ''; --> put the password in $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'asf-fp1.allstatefastener.local', BaseDN => 'DC=allstatefastener,DC=local', SSCOPE => 'sub', UserDN => 'CN=otrs,CN=Users,DC=allstatefastener,DC=local', UserPw => 'asfcorp02', }, 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' ], ], }; # **************************************************** # # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # # $DIBI$ $Self->{'SystemID'} = 10; $Self->{'SecureMode'} = 1; $Self->{'Organization'} = ''; $Self->{'LogModule::LogFile'} = '/tmp/otrs.log'; $Self->{'LogModule'} = 'Kernel::System::Log::SysLog'; $Self->{'FQDN'} = 'webdev2.allstatefastener.local'; $Self->{'DefaultLanguage'} = 'en'; $Self->{'DefaultCharset'} = 'iso-8859-1'; $Self->{'AdminEmail'} = 'it(a)allstatefastener.com'; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # } # ---------------------------------------------------- # # needed system stuff (don't edit this) # # ---------------------------------------------------- # use strict; use vars qw(@ISA $VERSION); use Kernel::Config::Defaults; push (@ISA, 'Kernel::Config::Defaults'); $VERSION = '$Revision: 1.16 $'; $VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/; # -----------------------------------------------------# 1; Any help is appreciated! Thanks, Mike Pietersen, A+, MCP All State Fastener Corporation IT (586) 498-1388 _______________________________________________ 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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AD authentication problems?
by Mike Pietersen 03 Jan '06

03 Jan '06

I've put AD authentication in place with my OTRS and I get this error when I try to initialize otrs. It says it starts ok, but it still doesn't work properly. Can't locate object method "new" via package "Kernel::System::CustomerUser::LDAP" at /opt/otrs//Kernel/System/CustomerUser.pm line 80, <PRODUCT> line 12. The error's line number constantly changes when refreshing the page, so it doesn't really give me a good read on whats going on. Line 80 on the CustomerUser.pm is eval "require $GeneratorModule"; but it seems that the line and error change sometimes. Is it not authenticating properly? My Config.pm is as follows... # -- # Kernel/Config.pm - Config file for OTRS kernel # Copyright (C) 2001-2005 Martin Edenhofer <martin+code(a)otrs.org> # -- # $Id: Config.pm.dist,v 1.16 2005/05/27 18:12:15 martin Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (GPL). If you # did not receive this file, see http://www.gnu.org/licenses/gpl.txt. # -- # Note: # # -->> OTRS does have a lot of config settings. For more settings # (Notifications, Ticket::ViewAccelerator, Ticket::NumberGenerator, # LDAP, PostMaster, Session, Preferences, ...) see # Kernel/Config/Defaults.pm and copy your wanted lines into "this" # config file. This file will not be changed on update! # # -- package Kernel::Config; # -- sub Load { my $Self = shift; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # Start of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # # ---------------------------------------------------- # # database settings # # ---------------------------------------------------- # # DatabaseHost # (The database host.) $Self->{'DatabaseHost'} = 'localhost'; # Database # (The database name.) $Self->{'Database'} = 'otrs'; # DatabaseUser # (The database user.) $Self->{'DatabaseUser'} = 'root'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{'DatabasePw'} = 'hot'; # DatabaseDSN # (The database DSN for MySQL ==> more: "man DBD::mysql") $Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};"; # (The database DSN for PostgrSQL ==> more: "man DBD::Pg") # if you want to use a local socket connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};"; # if you want to use a tcpip connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost};"; # ---------------------------------------------------- # # fs root directory # ---------------------------------------------------- # $Self->{Home} = '/opt/otrs'; # **************************************************** # # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # **************************************************** # # $Self->{SessionUseCookie} = 0; # $Self->{'CheckMXRecord'} = 1; $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'asf-fp1.allstatefastener.local'; $Self->{'AuthModule::LDAP::BaseDN'} = 'DC=allstatefastener,DC=local'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=otrs,CN=Users,DC=allstatefastener,DC=local'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'asfcorp02'; $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'asf-fp1.allstatefastener.local'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'DC=allstatefastener,DC=local'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'OU=Users,DC=allstatefastener,DC=local'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = ''; $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'asf-fp1.allstatefastener.local', BaseDN => 'DC=allstatefastener,DC=local', SSCOPE => 'sub', UserDN => 'CN=otrs,CN=Users,DC=allstatefastener,DC=local', UserPw => 'asfcorp02', }, 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' ], ], }; # **************************************************** # # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # # $DIBI$ $Self->{'SystemID'} = 10; $Self->{'SecureMode'} = 1; $Self->{'Organization'} = ''; $Self->{'LogModule::LogFile'} = '/tmp/otrs.log'; $Self->{'LogModule'} = 'Kernel::System::Log::SysLog'; $Self->{'FQDN'} = 'webdev2.allstatefastener.local'; $Self->{'DefaultLanguage'} = 'en'; $Self->{'DefaultCharset'} = 'iso-8859-1'; $Self->{'AdminEmail'} = 'it(a)allstatefastener.com'; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # } # ---------------------------------------------------- # # needed system stuff (don't edit this) # # ---------------------------------------------------- # use strict; use vars qw(@ISA $VERSION); use Kernel::Config::Defaults; push (@ISA, 'Kernel::Config::Defaults'); $VERSION = '$Revision: 1.16 $'; $VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/; # -----------------------------------------------------# 1; Any help is appreciated! Thanks, Mike Pietersen, A+, MCP All State Fastener Corporation IT (586) 498-1388

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no escalation emails
by Jochen Kächelin 03 Jan '06

03 Jan '06

I run OTRS 2.0.4 under Windows Server 2003 and my problem is that I did not receive any emails when a ticket gets escalated. What to change to get informed via email when a ticket gets escalated? -- wlanhacking.de

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What are all the possible <OTRS_*> variables?
by Peake, Jeremy 03 Jan '06

03 Jan '06

I can't find any documentation that lists what <OTRS_* variables are available for notifications. Does anyone have a list? Thanks

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No password needed for customer end?
by Richard Mollel 03 Jan '06

03 Jan '06

Hi, I am setting up otrs for the first time for internal use. Users are complaining already for too many passwds to remember. Since this will all be accessible via intranet, how can i remove the passwd requirement for customers to view their tickets? When a ticket is created, and a customer is email a URL containing his ticket, i need them to be able to simply click on the link, and see their ticket, without being requested for a passwd. _Thanks Richard __________________________________________ Yahoo! DSL Something to write home about. Just $16.99/mo. or less. dsl.yahoo.com

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Can't select myself as owner
by Eilif Johannsen - Procard 03 Jan '06

03 Jan '06

When I create a new ticket, and have selected "To:" only one name is available in "Owner:". I have to press "all" and then I am able to choose myself as owner. Alle of the users have this problem. Regards Eilif

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OTRS - Required Fields
by Alexander Scholler 03 Jan '06

03 Jan '06

Hi Natalie, > We just need to create one customer user without an email address. you just need to set CheckEmailAddresses to no. Then you can use any free text as email address. Remember that e.g. auto-answers for new phone tickets result in mail-server replies like unknown users or unknown mail server. Bye, Alex

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How about Oracle?
by Florent Guiliani 03 Jan '06

03 Jan '06

Hi all, I'm evaluating OTRS and I've got some Oracle instance. Is OTRS 2.0 works fine with Oracle? Anybody has an experience? Florent,

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OTRS - Required Fields
by Natalie Walker 03 Jan '06

03 Jan '06

Hi, The following was posted back in October; does anyone know if this is possible? We just need to create one customer user without an email address. Many thanks in advance, Natalie Walker >Wed Oct 5 14:04:02 CEST 2005 >Hi all, >How can I change the email so that its not a required field? Most people >that I open tickets for don't have an e-mail address. >Thanks! >Bryon Wells

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AW: [otrs] SLA violation
by shawn.beasley＠dlh.de 03 Jan '06

03 Jan '06

To whom it may concern, You could misuse the status field for an SLA. Just create a state for each customer that corresponds with the pending reminder state, and then set the pending date during ticket creation to the SLA deadline or a little before. Then, you would receive a reminder email if the ticket has been forgotten. This would be a possibility. Vielen Dank, Shawn Beasley Support - IT -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von ali Gesendet: Montag, 2. Januar 2006 16:30 An: otrs(a)otrs.org Betreff: [otrs] SLA violation hello everybody, is there any way to define for each customer an attrobutes that correspond to its contracted time-to-fix in the SLA. then once the ticket is clotured, we are able to know if the time-to-fix commitment has been fullfiled or not ? kind regards _____ Nouveau : téléphonez moins cher avec Yahoo! Messenger ! Découvez les tarifs exceptionnels pour appeler la France et l'international. Téléchargez <http://us.rd.yahoo.com/messenger/mail_taglines/default/*http:/fr.beta.messe…> la version beta.

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