November 2006 - otrs - OTRS mailing lists

Ticket Priority
by Robert Garcia 23 Nov '06

23 Nov '06

I am having issues attempting to modify ticket priority names (e.g. changing 'very high' to 'critical'). Making the modification in the MySQL table is a no brainer, but I cannot seem to find the correct pm files to make the configuration changes (as described in the documentation). Any help would be appreciated. Thank you, -- Robert Garcia

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Disregard my last message
by Wentworth, Matt 22 Nov '06

22 Nov '06

I was able to find my problem. The last section of that speaks to login as root@localhost <mailto:root@localhost> only worked when I actually did it from the local host. http://localhost/otrs/index.pl <http://localhost/otrs/index.pl> . Once I had done that it allowed me in and I checked the Admin -> Sysconfig. After doing that locally I was than able to connect in from another machine without issue. Thank you, Matthew Wentworth

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Front End module perimssions problem
by Wentworth, Matt 22 Nov '06

22 Nov '06

I'm running an old RedHat 8 box, but it had been working great with V.2.0.x. I attempted to update my otrs with the newer release V.2.1.x. I stopped the services, backed up my data, installed the new RPM, restarted the services, update the mysql database tables, and ran the SetPermissions.sh. I now recieve the error when attempting to access the site Message: No Permission to use this frontend module! I'm sure that I must be overlooking permissions somewhere but I am not able to find it. I ran the SetPermissions.sh with /opt/otrs otrs apache, and I also tried /opt/otrs otrs apache apache apache. I checked my user and group in the apache config and they are both apache, apache. Suggestions would be appreciated. Thank you, Matt Wentworth

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RE: [otrs] LDAP Authentication
by Miller, Tim 22 Nov '06

22 Nov '06

I am no expert in giving a step by step, but here is a copy of my config.pm file which is working for customer LDAP auth via my Windows AD domain... hope it helps: As always, make a backup copy of the original Config.pm file before you start modifying.... I created a user account in AD called "otrs ldap" and use that account to authenticate the LDAP query from otrs. Windows AD will not allow anonymous lookups so this is a necessary step... # This is an example configuration for an LDAP auth. backend. # (take care that Net::LDAP is installed!) $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '10.xxx.xxx.xx'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=domain,dc=local'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=otrs ldap,OU=Users,DC=domain,DC=local'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password'; The section below is for the customer lookups via the Phone Ticket/Email Ticket screen to add a new ticket for a customer. It allows the agent type a piece of the customer info and search AD for the user... The system must be able to verify the customer in AD before it will let you enter a ticket. # (customer user ldap backend and settings) $Self->{CustomerUser1} = { Name =>'LDAP Backend', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => '10.xxx.xxx.xx', # ldap base dn BaseDN => 'dc=domain,dc=local', # search scope (one|sub) SSCOPE => 'sub', # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'CN=otrs ldap,OU=Users,DC=domain,DC=local', UserPw => 'password', AlwaysFilter => '', #SourceCharset => 'utf-8', #DestCharset => 'iso-8859-1', }, # customer uniq id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, 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' ], ], }; With Best Regards, Tim Miller Network Administrator DBT America, Inc. Houston, PA ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of VI - Mario Tonin Sent: Wednesday, November 22, 2006 6:30 AM To: otrs(a)otrs.org Subject: [otrs] LDAP Authentication Is there anyone who can give me a step-by-step guide to configure ldap autentiation for costumers? I've added this entry: $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'vidc2.battistolligroup.it'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=battistolligroup,dc=it'; . . . . . . . . . . . . . . . . . . . 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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SysConfig
by Dave Wojciechowski 22 Nov '06

22 Nov '06

Question on GUI sysconfig, wanted to check if this is me or something w/ the system, why does the sysconfig run much slower than the rest of the app, I'm waiting up to 30 sec on each load of each link only in the sysconfig. I'm also seeing that the cpu is up to 100 from httpd when I'm waiting. I'm using the RPM install on centos 4.4 on a p4 1.7 w/ 1 gig mem. Also I'm seeing that in the admin area, the attachments and attachments <-> Responses prompt me to download the content as a html doc, I'm running version 2.1.3 and using i.e. 7. If someone has any answers it would be great

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LDAP Authentication
by VI - Mario Tonin 22 Nov '06

22 Nov '06

Is there anyone who can give me a step-by-step guide to configure ldap autentiation for costumers? I've added this entry: $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'vidc2.battistolligroup.it'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=battistolligroup,dc=it'; . . . . . . . . . . . . . . . . . . . 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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Need TicketID / AD logon
by Marcos Kamada 22 Nov '06

22 Nov '06

I have this error (Need TicketID) when I try to use customer.pl! Somebody can help me? Other question, How can I use my active directory to logon in Customer/Agent interface? I can´t find this information in the doc´s! Regards, -- -------------------------------- Marcos Mina Kamada

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AW: [otrs] where's FAQ Button, How can i Customize it and show it?
by shawn.beasley＠dlh.de 22 Nov '06

22 Nov '06

> -----Ursprüngliche Nachricht----- > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im > Auftrag von henche muliawan > Gesendet: Mittwoch, 22. November 2006 05:45 > An: User questions and discussions about OTRS.org > Betreff: [otrs] where's FAQ Button, How can i Customize it > and show it? > > hello all, > i want to ask u about FAQ, cause i can't see FAQ Button , how > can i show it and customize it? > > thx, > - HM - > > > > > > ______________________________________________________________ > ______________________ > Sponsored Link > > Rates near 39yr lows. $510,000 Loan for $1698/mo. > Calcuate new payment. www.LowerMyBills.com/lre > _______________________________________________ > 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/ > This email has already been thoroughly enough discussed. Please check http://www.mail-archive.com/otrs%40otrs.org/ I have posted a fix for the FAQ problem. Thanks, Shawn

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RE: [otrs] logo and company name on customer's page
by Peter van Beugen 22 Nov '06

22 Nov '06

Download and read the manual http://doc.otrs.org/2.1/en/pdf/otrs_admin_book.pdf online: http://doc.otrs.org/2.1/en/html/ -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens henche muliawan Verzonden: dinsdag 21 november 2006 10:26 Aan: otrs(a)otrs.org Onderwerp: [otrs] logo and company name on customer's page hi all, i'm still newbie in OTRS and want to ask ur guide, here is my question : 1. how can i add picture or something in header and footer on customer's page (Customer.pl)? 2. how to custom POP3 account on OTRS? 3. how can i connect OTRS with microsoft outlook in my company? 4. how can i show FAQ Button? i'm sorry, and i'm very glad if u want help to solve my problem... thx, - HM - ________________________________________________________________________ ____________ Sponsored Link Rates near 39yr lows. $510,000 Loan for $1698/mo. Calcuate new payment. www.LowerMyBills.com/lre _______________________________________________ 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/

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Disable email notifications when ownership changes
by Jelle S. 21 Nov '06

21 Nov '06

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