October 2006 - otrs - OTRS mailing lists

RE: [otrs] Auto Login - Windows
by David Hathiramani 24 Oct '06

24 Oct '06

Franz, Thanks for your help, I am going to give it a crack. Do you have any specific settings to change that would mean I could quickly turn this on. To be honest, I am just being lazy, but any further help would be great. Thanks David -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Franz Ferdinand Esberger Sent: 20 October 2006 08:44 To: User questions and discussions about OTRS.org Subject: Re: [otrs] Auto Login - Windows Hello David, Hello Phil, Good News First: There is a Way, NTLM Authentication is the Magic Phrase. But: We've tested NTLM-Authentication with the crappy Module for Apache 1.3 (using otrs 2.0.4). Works more or less, there are quite a lot segmentation faults - but maybe it fits your needs. Please let me know what experiences you've made ! hth FranzF Philip Mark Donaghy schrieb: > Hi David, Sorry I don't have the answer to your request but I am > looking for a similar single sign on solution. We've integrated otrs > into the Apache Portals Jetspeed Project. This runs on Apache Tomcat. > So my question for the list is what forms of authentication, i.e. > services are available? > > Thanks, > Phil > > On 10/19/06, *David Hathiramani* <D.Hathiramani(a)edenbrown.com > <mailto:D.Hathiramani@edenbrown.com>> wrote: > > Dear List, > > Is there a way to make OTRS auto-login using windows > authentication if you are already logged into windows using the > same username and password as you would log into OTRS with? > > Thanks > > David > > > > *David Hathiramani* > IT Manager > > Eden Brown > Recruitment, Training & Consultancy, Managed Services > > 222 Bishopsgate, London, EC2M 4QD > > *T* 020 7422 7300 > *F* 0845 434 9573 > > *d.hathiramani(a)edenbrown.com* <mailto:d.hathiramani@edenbrown.com> > *www.edenbrown.com* <http://www.edenbrown.com/> > > > > ------------------------------------------------------------------------ > Any opinions expressed in this email are those of the individual > and not necessarily the Company. This email and any files transmitted > with it are confidential and intended solely for the use of the > individual or entity to whom they are addressed. If you are not > the intended recipient, > be advised that you have received this email in error and that any > use is strictly prohibited. Please address any enquiries regarding > this notice to:- > helpdesk(a)edenbrown.com <mailto:helpdesk@edenbrown.com> > > This footnote also confirms that this email message has been swept > by MailMarshal for the presence of computer viruses. > > ------------------------------------------------------------------------ > Eden Brown Ltd, 222 Bishopsgate, London EC2M 4QD > Tel: +44 (0)20 7 422 7300 > http://www.edenbrown.com > > This email was scanned by Postini, the leading provider in Managed Email Security. If you have received this email and/or have any questions you can contact the Grove Group on +44 (0) 870 224 0432 or visit our website > www.groveis.com <http://www.groveis.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 > <http://lists.otrs.org/cgi-bin/listinfo/otrs> > Support orr consulting for your OTRS system? > => http://www.otrs.com/ > > > > > > -- > Philip Donaghy > donaghy.blogspot.com <http://donaghy.blogspot.com> > del.icio.us/donaghy/philip <http://del.icio.us/donaghy/philip> > Skype: philipmarkdonaghy > Office: +33 5 56 60 88 02 > Mobile: +33 6 20 83 22 62 > ---------------------------------------------------------------------- > -- > > _______________________________________________ > 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 orr consulting for your OTRS system? > => http://www.otrs.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 orr consulting for your OTRS system? => http://www.otrs.com/ ****************************************************************** Any opinions expressed in this email are those of the individual and not necessarily the Company. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you are not the intended recipient, be advised that you have received this email in error and that any use is strictly prohibited. Please address any enquiries regarding this notice to:- helpdesk(a)edenbrown.com This footnote also confirms that this email message has been swept by MailMarshal for the presence of computer viruses. ****************************************************************** Eden Brown Ltd, 222 Bishopsgate, London EC2M 4QD Tel: +44 (0)20 7 422 7300 http://www.edenbrown.com This email was scanned by Postini, the leading provider in Managed Email Security. If you have received this email and/or have any questions you can contact the Grove Group on +44 (0) 870 224 0432 or visit our website www.groveis.com

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RE: [otrs] Auto Login - Windows KERBEROS vs NTLM
by David Hathiramani 24 Oct '06

24 Oct '06

Hi Franz, I gave it a go yesterday and struggled a bit. I changed my config.pm for customers to use authentication type HTTPBasicAuth. I installed the apache NTLM module. It wouldn't work! The system log was coming up with User: No $ENV{REMOTE_USER} !(REMOTE_ADDR: 10.0.100.5). I take it that my NTLM module isn't working, but after tinkering have no idea how to make it work. Google is being no help either. Any ideas? Thanks David -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Franz Ferdinand Esberger Sent: 24 October 2006 11:44 To: User questions and discussions about OTRS.org Subject: Re: [otrs] Auto Login - Windows KERBEROS vs NTLM Hi Alex, Kerberos indeed is the best choice when trying to handle SSO. In our particular case an Kerberos Implementation was not possible cause of the poor LDAP Backend (pwd style issue, caused by a fairly old openLDAP Tree) Beside that - the NTLM Module is (imho) easier to install and handle if you only want to SSO OTRS (which seems to be David's issue) - imho Kerberos is a good choice when you have multiple Systems to Sign on to ... @David: There are only a few settings to take care of, give it a spin ! Question to everyone on the List: Anyone running Kerberos in conjunction with OTRS ? ciao, FranzF. Alexander Scholler schrieb: > Hi all, > > I'm not a Single-Sign-On-specialist, but I think NTLM is very > MS-specific (proprietary!) > > Wouldn't be Kerberos the better choice? > Any experience on this issue? > > Bye, Alex > > David Hathiramani schrieb: >> Franz, >> Thanks for your help, I am going to give it a crack. >> Do you have any specific settings to change that would mean I could >> quickly turn this on. >> To be honest, I am just being lazy, but any further help would be great. >> >> >> Thanks >> >> David >> >> >> -----Original Message----- >> From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf >> Of Franz Ferdinand Esberger >> Sent: 20 October 2006 08:44 >> To: User questions and discussions about OTRS.org >> Subject: Re: [otrs] Auto Login - Windows >> >> Hello David, >> Hello Phil, >> >> Good News First: There is a Way, NTLM Authentication is the Magic >> Phrase. But: >> We've tested NTLM-Authentication with the crappy Module for Apache >> 1.3 (using otrs 2.0.4). Works more or less, there are quite a lot >> segmentation faults - but maybe it fits your needs. >> >> Please let me know what experiences you've made ! >> >> hth >> FranzF >> >> Philip Mark Donaghy schrieb: >>> Hi David, Sorry I don't have the answer to your request but I am >>> looking for a similar single sign on solution. We've integrated otrs >>> into the Apache Portals Jetspeed Project. This runs on Apache Tomcat. >>> So my question for the list is what forms of authentication, i.e. >>> services are available? >>> >>> Thanks, >>> Phil >>> >>> On 10/19/06, *David Hathiramani* <D.Hathiramani(a)edenbrown.com >>> <mailto:D.Hathiramani@edenbrown.com>> wrote: >>> >>> Dear List, >>> Is there a way to make OTRS auto-login using windows >>> authentication if you are already logged into windows using the >>> same username and password as you would log into OTRS with? >>> Thanks >>> David >>> >>> *David Hathiramani* >>> IT Manager >>> >>> Eden Brown >>> Recruitment, Training & Consultancy, Managed Services >>> >>> 222 Bishopsgate, London, EC2M 4QD >>> >>> *T* 020 7422 7300 >>> *F* 0845 434 9573 >>> >>> *d.hathiramani(a)edenbrown.com* <mailto:d.hathiramani@edenbrown.com> >>> *www.edenbrown.com* <http://www.edenbrown.com/> >>> >>> >>> >> --------------------------------------------------------------------- >> --- >>> Any opinions expressed in this email are those of the individual >>> and not necessarily the Company. This email and any files >> transmitted >>> with it are confidential and intended solely for the use of the >>> individual or entity to whom they are addressed. If you are not >>> the intended recipient, >>> be advised that you have received this email in error and that any >>> use is strictly prohibited. Please address any enquiries regarding >>> this notice to:- >>> helpdesk(a)edenbrown.com <mailto:helpdesk@edenbrown.com> >>> >>> This footnote also confirms that this email message has been swept >>> by MailMarshal for the presence of computer viruses. >>> >>> >> --------------------------------------------------------------------- >> --- >>> Eden Brown Ltd, 222 Bishopsgate, London EC2M 4QD >>> Tel: +44 (0)20 7 422 7300 >>> http://www.edenbrown.com >>> >>> This email was scanned by Postini, the leading provider in >>> Managed >> Email Security. If you have received this email and/or have any >> questions you can contact the Grove Group on +44 (0) 870 224 0432 or >> visit our website >>> www.groveis.com <http://www.groveis.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 >>> <http://lists.otrs.org/cgi-bin/listinfo/otrs> >>> Support orr consulting for your OTRS system? >>> => http://www.otrs.com/ >>> >>> >>> >>> >>> >>> -- >>> Philip Donaghy >>> donaghy.blogspot.com <http://donaghy.blogspot.com> >>> del.icio.us/donaghy/philip <http://del.icio.us/donaghy/philip> >>> Skype: philipmarkdonaghy >>> Office: +33 5 56 60 88 02 >>> Mobile: +33 6 20 83 22 62 >>> -------------------------------------------------------------------- >>> -- >>> -- >>> >>> _______________________________________________ >>> 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 orr consulting for your OTRS system? >>> => http://www.otrs.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 orr consulting for your OTRS system? >> => http://www.otrs.com/ >> ****************************************************************** >> Any opinions expressed in this email are those of the individual and >> not necessarily the Company. This email and any files transmitted >> with it are confidential and intended solely for the use of the >> individual or entity to whom they are addressed. If you are not the >> intended recipient, be advised that you have received this email in >> error and that any use is strictly prohibited. Please address any >> enquiries regarding this notice to:- helpdesk(a)edenbrown.com >> >> This footnote also confirms that this email message has been swept by >> MailMarshal for the presence of computer viruses. >> ****************************************************************** >> Eden Brown Ltd, 222 Bishopsgate, London EC2M 4QD >> Tel: +44 (0)20 7 422 7300 >> http://www.edenbrown.com >> This email was scanned by Postini, the leading provider in Managed >> Email Security. If you have received this email and/or have any >> questions you can contact the Grove Group on +44 (0) 870 224 0432 or >> visit our website www.groveis.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 orr consulting for your OTRS system? >> =http://www.otrs.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 orr consulting for your OTRS system? > => http://www.otrs.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 orr consulting for your OTRS system? => http://www.otrs.com/ ****************************************************************** Any opinions expressed in this email are those of the individual and not necessarily the Company. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you are not the intended recipient, be advised that you have received this email in error and that any use is strictly prohibited. Please address any enquiries regarding this notice to:- helpdesk(a)edenbrown.com This footnote also confirms that this email message has been swept by MailMarshal for the presence of computer viruses. ****************************************************************** Eden Brown Ltd, 222 Bishopsgate, London EC2M 4QD Tel: +44 (0)20 7 422 7300 http://www.edenbrown.com This email was scanned by Postini, the leading provider in Managed Email Security. If you have received this email and/or have any questions you can contact the Grove Group on +44 (0) 870 224 0432 or visit our website www.groveis.com

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OTRS with Oracle
by Chris 24 Oct '06

24 Oct '06

I would like to setup OTRS with Oracle as the backend. I have done the following: (under Windows) 1. used ppm to install DBD-Oracle 2. installed instantclient_10_2 from Oracle set the PATH to point to this directory 3. Changed the Config.pm under \Kernel $Self->{DatabaseDSN} = "DBI:Oracle:sid=lab;host=10.3.161.1;port=1521;"; I am getting the following error : -------------------------------------- Software error: install_driver(Oracle) failed: Can't load 'C:/OTRS/Perl/site/lib/auto/DBD/Oracle/Oracle.dll' for module DBD::Oracle: load_file:The specified module could not be found at C:/OTRS/Perl/lib/DynaLoader.pm line 230, <PRODUCT> line 4. at (eval 104) line 3 Compilation failed in require at (eval 104) line 3, <PRODUCT> line 4. Perhaps a required shared library or dll isn't installed where expected at C:/OTRS/otrs//Kernel/System/DB.pm line 191 --------------------------------------------------------------- Any ideas what I am doing wrong ? Thanks Chris

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Different customerbackends for admin-groups?
by Bernd Zwinger 24 Oct '06

24 Oct '06

hi all, is there a possibility to use different customerbackends (DB/LDAP) for different admin(groups), so that admin A has just access to customers from backend A, admin B to backend B, and so on? at the moment I'm looking for the "ShowCustomerSelection" feature from otrs-1.3, which is not in otrs-2.x! is there something similar in 2.x? thanks, \bernd

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Slow email response submission
by Peter Fern 24 Oct '06

24 Oct '06

Hi all, I have a problem that seems to have popped up a couple of times in the archives but that I haven't seen an adequate response for. OTRS is quite functional, and responds speedily for all requests except when submitting an email response (eg - Compose Answer(email) / 'empty answer'), when it takes a long time to complete, and I mean a loooooong time: [Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 254s taken (URL:Action=AgentTicketCompose:user@example.com)_ I've had a poke around, but I can't see anything that should cause this behaviour, and without adding debug code into AgentTicketCompose.pm I don't know where else to look. Anyone got a simple answer to this one, maybe an option that needs flipping? Thanks in advance, Pete

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Seprating Customer frontend and Admin backend
by Katriel Traum 24 Oct '06

24 Oct '06

Hello. I'm using OTRS 2.04. Is there a way to put only the customer login on an external dmz web server and the backend (mysql and all) on an internal server? Thanks, -- Katriel Traum, PenguinIT RHCE, CLP Mobile: 054-6789953

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Status View?
by Jason Loven 23 Oct '06

23 Oct '06

I've hunted around in the options but apparently I'm missing it... Where's the option to turn on the Status View toolbar button? I'm referring to the view that shows all the currently non-closed tickets. Thank you, Jason Loven Manager - Technical Services Department Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: jloven(a)cainetserv.com <mailto:jloven@cainetserv.com> Web: http://www.cainetserv.com/ <http://www.cainetserv.com/>

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Print in 2.1.2 creates PDF?! And the grey background
by Wes Plate 23 Oct '06

23 Oct '06

My agent is going to kill me if I can't figure out a way to make printing tickets behave as it used to in 1.3. We don't want OTRS to create PDFs when we want to print a ticket. How can I get the Print button to present the printable layout in a window? And how can I adjust the printable layout's design so that there isn't a grey background? -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

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Microsoft SQL Server: errors on table creation
by Graham Leggett 23 Oct '06

23 Oct '06

Hi all, After trying to create tables with the otrs-schema-mssql.sql file, the attempt to create the tables bombs out with the following errors: Server: Msg 156, Level 15, State 1, Line 47 Incorrect syntax near the keyword 'system_user'. It looks like "system_user" is a reserved word of some kind. Server: Msg 170, Level 15, State 1, Line 469 Line 469: Incorrect syntax near 'MAX'. SQL server also seems to dislike the syntax VARCHAR(MAX). Which version of SQL server is supported by OTRS? Regards, Graham --

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(no subject)
by shawn.beasley＠dlh.de 23 Oct '06

23 Oct '06

I am receiving the following message ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Mon Oct 23 10:41:11 2006 Message: Module Kernel::Modules::FAQ not registered in Kernel/Config.pm! Traceback (6589): Module: Kernel::System::Web::InterfaceAgent::Run (v1.14) Line: 550 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.81) Line: 203 Module: ModPerl::RegistryCooker::run (v1.81) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 Has anyone an idea why linking a FAQ to a Ticket is not working for me? Thanks for the help, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 LPIC - 1 Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de Web: http://www.cfc-callcenter.de

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