November 2006 - otrs - OTRS mailing lists

Including everyone in the autoresponse...
by Janet Post 27 Nov '06

27 Nov '06

Hello all, I would like OTRS to reply to everyone in the email (everyone in the TO: and CC: fields) when it sends an autoresponse. How do I do this? I cannot seem to find any options for this. Janet

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Https
by VI - Mario Tonin 27 Nov '06

27 Nov '06

How to configure https access? . . . . . . . . . . . . . . . . . . . Mario Tonin mario.tonin(a)battistolli.it <mailto:mario.tonin@battistolli.it> B.T.V. s.p.a.- Sistemi Informativi Via Luca della Robbia 60 36100 - Vicenza - Italy w http://www.battistolli.it <http://www.battistolli.it/>

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AW: [otrs] [V 2.1.2] Can't use an undefined value as an ARRAY reference
by Richard 27 Nov '06

27 Nov '06

Hello, I have same problem with an new installation (with rpm and tar.gz). When I first log with root@localhost I receive this message too : Can't use an undefined value as an ARRAY reference at ../..//Kernel/System/Config.pm line 141 I made a DB uptdate but same result as Serge. Otrs release 2.1.3 Where could we search ? Perl problem ? Webserver ? Database ? Regards Richard

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FAQ module not Working
by Mario Zanier 27 Nov '06

27 Nov '06

Hi there, We are using OTRS 2.1.1 in win2003 Server (apache 2.2) Installing FAQ Module over Adminstration interface works, but otrs crashes when adding # add faq group require Kernel::System::Group; $Self->{GroupObject} = Kernel::System::Group->new(%{$Self}); $Self->{GroupObject}->GroupAdd( Name => 'faq', Comment => 'faq database users', ValidID => 1, UserID => 1, ); to Config.pm. Error message: Software error: Got no DBObject! at C:/OTRS/otrs//Kernel/System/Group.pm line 70. please help to get FAQ module working (for sure we pay for support if needed). regards, xt:Commerce Mario Zanier Bachweg 1 A-6091 Götzens Tel. +43 (0) 5234 / 33293 od. +43 (0) 699 / 112 0000 2 E-Mail: mzanier(a)xtcommerce.com http://www.XT-Commerce.com PGP KEY ID: 88320EC8 Diese e-Mail enthält vertrauliche und/oder rechtlich geschützte Informationen. Wenn Sie nicht der richtige Adressat sind oder diese e-Mail irrtümlich erhalten haben, informieren Sie bitte sofort den Absender und vernichten Sie diese Mail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser Mail ist nicht gestattet. This e-mail may contain confidential and/or privileged information. If you are not the intended recipient (or have received this e-mail in error) please notify the sender immediately and destroy this e- mail. Any unauthorized copying, disclosure or distribution of the material in this e-mail is strictly forbidden.

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Re: After restore getting "Internal Server Error" periodically due to bad header
by Maistros Stelios 27 Nov '06

27 Nov '06

Hello, Try to turn off SE (security enhanced), if you have it enabled. Stelios /// I'm having a weird problem pop up off and on I was hoping someone could help me with. We originally installed OTRS on a old machine for testing. Once we decided to move it into production we reinstalled it on another system, following the meticulously detailed installation instructions we created during the original install. Once it was installed we tested it and everything appeared to work perfectly. We then ran a backup using the backup.pl, and restored it using the restore.pl on the new system. Everything looked like it was working normally. But, almost immediately the agents started noticing that if they didn't pick both a queue and a owner when creating a phone ticket they would get an "Internal Server Error" page. Not an OTRS error, an Apache error. The same thing happens periodically when changing the owner of a ticket. However, the ticket is actually created, or the owner is actually changed, the initial action didn't fail it just took us to an apache error page. The apache log file shows the following after this happens: malformed header from script. Bad header=MAILER-DAEMON... Saved message: index.pl, referer: http://helpdesk.trinicom.com/otrs/index.pl Same error message every time, bad header = mailer-daemon. Any idea what I can do to resolve this issue?

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Panic, no user data
by VI - Mario Tonin 27 Nov '06

27 Nov '06

Hi, i've finally get the authentications via ldap. Now, I want every user of my AD to be able to log in to otrs. Actually I have to insert manually the customer to db, than he can log-in successfully. If I don't insert it manually, I got the message "panic, no user data". How can I solve this? Thanks . . . . . . . . . . . . . . . . . . . Mario Tonin mario.tonin(a)battistolli.it <mailto:mario.tonin@battistolli.it> B.T.V. s.p.a.- Sistemi Informativi Via Luca della Robbia 60 36100 - Vicenza - Italy w http://www.battistolli.it <http://www.battistolli.it/>

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Problem with HTM Tags
by Prafulla Kumar H.S. 27 Nov '06

27 Nov '06

Hi, When the customers are receiving the mail, they are getting mails like this. You can see the progress of your ticket at <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>customer.pl?Action=CustomerZoom&TicketID=<OTRS_TICKET_TicketID> How to overcome this problem. Regards, Prafulla Kumar

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After restore getting "Internal Server Error" periodically due to bad header
by brwells 25 Nov '06

25 Nov '06

I'm having a weird problem pop up off and on I was hoping someone could help me with. We originally installed OTRS on a old machine for testing. Once we decided to move it into production we reinstalled it on another system, following the meticulously detailed installation instructions we created during the original install. Once it was installed we tested it and everything appeared to work perfectly. We then ran a backup using the backup.pl, and restored it using the restore.pl on the new system. Everything looked like it was working normally. But, almost immediately the agents started noticing that if they didn't pick both a queue and a owner when creating a phone ticket they would get an "Internal Server Error" page. Not an OTRS error, an Apache error. The same thing happens periodically when changing the owner of a ticket. However, the ticket is actually created, or the owner is actually changed, the initial action didn't fail it just took us to an apache error page. The apache log file shows the following after this happens: malformed header from script. Bad header=MAILER-DAEMON... Saved message: index.pl, referer: http://helpdesk.trinicom.com/otrs/index.pl Same error message every time, bad header = mailer-daemon. Any idea what I can do to resolve this issue?

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RE: [otrs] Customer LDAP to AD Authentication - close, but not wo rking
by Sune T. Tougaard 24 Nov '06

24 Nov '06

Perhaps you should/could try with a new clean user, not before seen in the otrs db, just to make sure that the CustomerID isn't fooling around with us. -- /Sune _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Arnold, Andrew Sent: Friday, November 24, 2006 5:28 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Customer LDAP to AD Authentication - close, but not working thanks Sune Nearly there I think - it does let me in now I have made that change. Still not showing any of the calls I created via admin login tho. Appreciate the help. Fairly new to otrs but starting to get my head round it I think. Thanks again A _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sune T. Tougaard Sent: 24 November 2006 15:57 To: otrs(a)otrs.org Subject: RE: [otrs] Customer LDAP to AD Authentication - close, but not working Hi, First post, please be gentle... ;-) Don't know that much about it, but a few ideas: The "hd\xpinstall" UID i think is wrong. The UID, i believe, is used to decide which LDAP Property that is used as UID. In the case of a Windows AD domain, it's usually "sAMAccountName" or "userPrincipalName". That might give you the "Bad filter" message. Does the filter/search string show up in the log? Also, i think the "CustomerID => 'o'" usually reads "CustomerID => 'mail'", to use the e-mail from LDAP as customerID in the OTRS DB. The issue that Tim had back then... The error message seem to indicate that he was logging on using "userPrincipalName" (<username>@<dom>.<dom>) instead of "sAMAccountName" (<username>), which might have worked if the "UID" and "CustomerKey" was set to "userPrincipalName" instead of "sAMAccountName". Hope that helps you along... -- /Sune ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org <mailto:otrs-bounces@otrs.org> ] On Behalf Of Arnold, Andrew Sent: Thursday, November 23, 2006 2:13 PM To: otrs(a)otrs.org Subject: [otrs] Customer LDAP to AD Authentication - close, but not working Please see mail below from Tim Miller: I too have a similar problem, ("Login failed! Your username or password was entered incorrectly". on the customer.pl web page) but I get the following entry in log file: [Thu Nov 23 13:06:23 2006][Error][Kernel::System::CustomerAuth::LDAP::Auth][141] Search failed! Bad filter Any ideas people please: Thanks a lot: Andrew (please see LDAP entries in my Config.pm) # AA Customer Authentication # $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '128.30.1.50'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=hq,dc=office,dc=hd,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'hd\xpinstall'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=xpinstall,ou=Support,ou=IT,OU=HD,dc=hq,dc=office,dc=hd,dc=com'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = '******starred out*'; # Getting Customer Info # $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => '128.30.1.50', BaseDN => 'dc=hq,dc=office,dc=hd,dc=com', SSCOPE => 'sub', UserDN => 'cn=xpinstall,ou=Support,ou=IT,OU=HD,dc=hq,dc=office,dc=hd,dc=com', UserPw => '******starred out*', }, CustomerKey => 'sAMAccountName', CustomerID => 'o', CustomerUserListFields => ['cn'], 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' ], ], }; (Mail from Tim Miller I am having trouble getting the customers to be able to authenticate and log in to the customer.pl web page. I am trying to use LDAP to authenticate. From the agent side, my LDAP searches are working fine. If I search for a customer by name to create a new ticket, I get a complete list of possible names back from the LDAP search. However, when the customers attempt to log in, all I get is "Login failed! Your username or password was entered incorrectly". I know the username and password is correct, but I keep getting this error. In the System log, I get the following message, "CustomerUser: jdoe at dbtamerica.local <http://lists.otrs.org/cgi-bin/listinfo/otrs <http://lists.otrs.org/cgi-bin/listinfo/otrs> > authentification failed, no LDAP entry found!BaseDN='dc=dbtamerica,dc=local', Filter='(&(sAMAccountName=jdoe at dbtamerica.local <http://lists.otrs.org/cgi-bin/listinfo/otrs <http://lists.otrs.org/cgi-bin/listinfo/otrs> > )(!objectclass=computer)) ', (REMOTE_ADDR: 10.222.128.53)." I have a J Doe account in my AD that I use for testing, the account exists and I am using the correct password. Do I have to use the PosixGroups lines in the Config.pm file? I am currently not using these at all, but my understanding is that it should work without them. Do I have to create a group in AD, or specify that the "domain users" group is allowed access? Any advice is greatly appreciated, this is our last major hurdle to get over, so far we love the package, but we really want the AD authentication to work. With Best Regards, Tim ) Andrew Arnold IT Support Analyst hammondsdirect DDI 01274 764677 Mob 07946 459179 mailto:andrew.arnold@hammondsdirect.com <mailto:andrew.arnold@hammondsdirect.com> This message is confidential and may be legally privileged or otherwise protected from disclosure. If you are not the intended recipient, please telephone or email the sender and delete this message and any attachment from your system; you must not copy or disclose the contents of this message or any attachment to any other person. Copyright in documents created by or on behalf of this firm remains vested in the firm, and we assert our moral rights, unless the terms of our relevant client's engagement provide otherwise. HammondsDirect is regulated in the United Kingdom by the Law Society. The partners in the firm are either solicitors or registered foreign lawyers and a list of their names and professional qualifications can be inspected at Pennine House, Well Street, Bradford, BD1 5NU. This e-mail has been scanned for all viruses on behalf of HammondsDirect by Integralis e:scan. This message is confidential and may be legally privileged or otherwise protected from disclosure. If you are not the intended recipient, please telephone or email the sender and delete this message and any attachment from your system; you must not copy or disclose the contents of this message or any attachment to any other person. Copyright in documents created by or on behalf of this firm remains vested in the firm, and we assert our moral rights, unless the terms of our relevant client's engagement provide otherwise. HammondsDirect is regulated in the United Kingdom by the Law Society. The partners in the firm are either solicitors or registered foreign lawyers and a list of their names and professional qualifications can be inspected at Pennine House, Well Street, Bradford, BD1 5NU. This e-mail has been scanned for all viruses on behalf of HammondsDirect by Integralis e:scan.

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RE: [otrs] Customer LDAP to AD Authentication - close, but not wo rking
by Sune T. Tougaard 24 Nov '06

24 Nov '06

Hi, First post, please be gentle... ;-) Don't know that much about it, but a few ideas: The "hd\xpinstall" UID i think is wrong. The UID, i believe, is used to decide which LDAP Property that is used as UID. In the case of a Windows AD domain, it's usually "sAMAccountName" or "userPrincipalName". That might give you the "Bad filter" message. Does the filter/search string show up in the log? Also, i think the "CustomerID => 'o'" usually reads "CustomerID => 'mail'", to use the e-mail from LDAP as customerID in the OTRS DB. The issue that Tim had back then... The error message seem to indicate that he was logging on using "userPrincipalName" (<username>@<dom>.<dom>) instead of "sAMAccountName" (<username>), which might have worked if the "UID" and "CustomerKey" was set to "userPrincipalName" instead of "sAMAccountName". Hope that helps you along... -- /Sune ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Arnold, Andrew Sent: Thursday, November 23, 2006 2:13 PM To: otrs(a)otrs.org Subject: [otrs] Customer LDAP to AD Authentication - close, but not working Please see mail below from Tim Miller: I too have a similar problem, ("Login failed! Your username or password was entered incorrectly". on the customer.pl web page) but I get the following entry in log file: [Thu Nov 23 13:06:23 2006][Error][Kernel::System::CustomerAuth::LDAP::Auth][141] Search failed! Bad filter Any ideas people please: Thanks a lot: Andrew (please see LDAP entries in my Config.pm) # AA Customer Authentication # $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '128.30.1.50'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=hq,dc=office,dc=hd,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'hd\xpinstall'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=xpinstall,ou=Support,ou=IT,OU=HD,dc=hq,dc=office,dc=hd,dc=com'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = '******starred out*'; # Getting Customer Info # $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => '128.30.1.50', BaseDN => 'dc=hq,dc=office,dc=hd,dc=com', SSCOPE => 'sub', UserDN => 'cn=xpinstall,ou=Support,ou=IT,OU=HD,dc=hq,dc=office,dc=hd,dc=com', UserPw => '******starred out*', }, CustomerKey => 'sAMAccountName', CustomerID => 'o', CustomerUserListFields => ['cn'], 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' ], ], }; (Mail from Tim Miller I am having trouble getting the customers to be able to authenticate and log in to the customer.pl web page. I am trying to use LDAP to authenticate. From the agent side, my LDAP searches are working fine. If I search for a customer by name to create a new ticket, I get a complete list of possible names back from the LDAP search. However, when the customers attempt to log in, all I get is "Login failed! Your username or password was entered incorrectly". I know the username and password is correct, but I keep getting this error. In the System log, I get the following message, "CustomerUser: jdoe at dbtamerica.local <http://lists.otrs.org/cgi-bin/listinfo/otrs> authentification failed, no LDAP entry found!BaseDN='dc=dbtamerica,dc=local', Filter='(&(sAMAccountName=jdoe at dbtamerica.local <http://lists.otrs.org/cgi-bin/listinfo/otrs> )(!objectclass=computer)) ', (REMOTE_ADDR: 10.222.128.53)." I have a J Doe account in my AD that I use for testing, the account exists and I am using the correct password. Do I have to use the PosixGroups lines in the Config.pm file? I am currently not using these at all, but my understanding is that it should work without them. Do I have to create a group in AD, or specify that the "domain users" group is allowed access? Any advice is greatly appreciated, this is our last major hurdle to get over, so far we love the package, but we really want the AD authentication to work. With Best Regards, Tim ) Andrew Arnold IT Support Analyst hammondsdirect DDI 01274 764677 Mob 07946 459179 mailto:andrew.arnold@hammondsdirect.com This message is confidential and may be legally privileged or otherwise protected from disclosure. If you are not the intended recipient, please telephone or email the sender and delete this message and any attachment from your system; you must not copy or disclose the contents of this message or any attachment to any other person. Copyright in documents created by or on behalf of this firm remains vested in the firm, and we assert our moral rights, unless the terms of our relevant client's engagement provide otherwise. HammondsDirect is regulated in the United Kingdom by the Law Society. The partners in the firm are either solicitors or registered foreign lawyers and a list of their names and professional qualifications can be inspected at Pennine House, Well Street, Bradford, BD1 5NU. This e-mail has been scanned for all viruses on behalf of HammondsDirect by Integralis e:scan.

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