December 2006 - otrs - OTRS mailing lists

linking to a customer's tickets from an external source
by mike conigliaro 20 Dec '06

20 Dec '06

hey guys, we're using sugarcrm which includes its own ticket system, but we like otrs better. since theres no simple way (that i know of) to integrate otrs into sugarcrm, what id like to do is place a link in each customer page to their otrs tickets. i already know that i can use a url like this: index.pl?Action=AgentTicketCustomer&TicketID=1874 apparently this looks at ticket #1874 and displays all other tickets with the same customerid. this works okay, but what id really like to do is something like this: index.pl?Action=SomeAction&CustomerID=MYCUSTOMERID this would make it much easier to do the initial population of the url field in sugarcrm, because id only need to know the customer id. does anyone know if theres a way to do something like this? maybe using the search page? -- Mike Conigliaro ProActive Technologies conigliaro(a)getproactivenow.com 203.239.0440 ext:317 www.getproactivenow.com

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Auth?
by Dave Wojciechowski 20 Dec '06

20 Dec '06

Anyone ever added anything in to OTRS using there auth module to auth the pages? any words of wisdom on that subject Thanks I'm Wojo ________________________________ Morgan's Foods Inc. 4531 Belmont Ave # A Youngstown, OH 44505 (330) 759-3006 Ext # 122 (330) 759-7231 FAX

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Problem with MHT
by Papy - Aideonline.com 19 Dec '06

19 Dec '06

Hi, Christian -I hope you read this msg ;p-, at the end of august (http://lists.otrs.org/pipermail/otrs/2006-August/012079.html) you asked for a MHT which can't be attach with an OTRS mail. This message appear: "Software error:can't have encoding base64 for message type message/rfc822! at /var/www/otrs//Kernel/System/Email.pm line 278" You can found an example of mht wich causes problem on http://forum.aideonline.com/temp/otrs.mht Really thanks for your help ! Matthieu

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Changes in v.2.1.3 and v.2.1.4?
by s taylor 19 Dec '06

19 Dec '06

Hello. Is there a way to find out which changes/bug fixes/updates are in these versions? Also, was the FAQ link to tickets fixed? Thanks in advance.

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Re: [otrs] Upgrading from 2.0.4 to 2.1.2(3)?
by Danie 19 Dec '06

19 Dec '06

Hi Richard , No I did in fact not get any responses at all , which leads me to believe I either asked the wrong questions , or the upgrade is a smooth operation :P I did however do a test install (rpm) on a FC5 system , and I must say it went pretty well. Hi Daniel, Did you get favorable responses? If so, do you mind sharing please? _thanks --- Danie <djtzar(a)gmail.com> wrote: >> Hi , >> >> We are in the process of upgrading to 2.1.3 (see >> that is the latest on >> ftp) , I have read the small UPGRADING.txt file and >> it seems like a >> fairly simple procedure. We are running OTRS 2.0.4 >> on a dual Xeon FC5 >> machine and mysql-5.0.18-2.1. It will probably be a >> rpm upgrade , as the >> original install was from rpm. >> >> Are there any other pitfalls and/or hints that >> anyone can provide as >> this is a production system and we would like things >> to go as smoothly >> as possible :) >> >> Thanks in Advance! >> >> Daniel >

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RE: [otrs] Panic! No User Data!!!
by Miller, Tim 19 Dec '06

19 Dec '06

Nathan, >>>Here are the pertinent snippets from my Config.pm file and also some pieces of the system log from OTRS:<<< # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name =>'LDAP Backend', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => '10.222.129.234', # ldap base dn BaseDN => 'dc=dbtamerica,dc=local', # search scope (one|sub) SSCOPE => 'sub', UserDN => 'CN=otrs ldap,OU=Users,OU=Houston Manufacturing PA,OU=DBTAmerica,DC=dbtamerica,DC=local', UserPw => '**********', AlwaysFilter => '', }, # 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' ], ], }; >>>I know that the authentication part is working b/c of the entries in the System Log in OTRS:<<<< Tue Dec 19 04:15:40 2006 error OTRS-CGI-10 00000000: LdapErr: DSID-0C090627, comment: In order to perform this operation a successful bind must be completed on the connection., data 0, vece Tue Dec 19 04:15:40 2006 error OTRS-CGI-10 00000000: LdapErr: DSID-0C090627, comment: In order to perform this operation a successful bind must be completed on the connection., data 0, vece Tue Dec 19 04:15:40 2006 notice OTRS-CGI-10 CustomerUser: tmiller authentification ok (REMOTE_ADDR: 10.222.128.86). >>>If I use an incorrect password from the customer login screen, I get the following:<<< Tue Dec 19 05:18:58 2006 notice OTRS-CGI-10 CustomerUser: tmiller authentification failed: '80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 52e, vece >>>This tells me that the initial authentication is working, but for some reason it is not able to retrieve the needed info from AD to allow the customer to log in. Also, I get the same error when trying to create a ticket from the "Phone Ticket" screen on the agent side (the "In order to perform this operation a successful bind must be completed....... error). And no customer data is retrieved when I search for a customer.<<< Got any ideas for me? The part that drives me crazy is that I have a test server working perfectly, but I can't find any differences between the two. The only difference is that the test server is running on FC3 and my intended production server is running on Ubuntu 6.06 LTS 64-bit server edition. Any input is appreciated. Thanks. With Best Regards, Tim Miller Network Administrator DBT America, Inc. Houston, PA ________________________________ From: Nathan Campbell [mailto:n.campbell@DalSym.com] Sent: Monday, December 18, 2006 4:00 PM To: Miller, Tim Subject: RE: [otrs] Panic! No User Data!!! OTRS looks for data on the account like email , first name, last name, etc... Make sure that your customer accounts have all that info or modify the system to not look for it. I had the same thing occur, except with Agents. I would create a new user in AD, and then jump right over to OTRS and log them in, but would get the Panic message until AD populated all of the various data fields. Hope that helps, Nathan Campbell Systems Administrator Dallas Symphony Association n.campbell(a)dalsym.com <mailto:n.campbell@dalsym.com> 214-871-4026 http://www.dallassymphony.com <http://www.dallassymphony.com/> ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Miller, Tim Sent: Monday, December 18, 2006 3:00 PM To: User questions and discussions about OTRS.org Subject: [otrs] Panic! No User Data!!! When I try to log in to the customer side I am getting this error message (Panic! No User Data!!!). I am using LDAP authentication with Active Directory and I know that part is working because I can see the successful and failed login attempts on my DC. I have a working test server that we have been using for several months and just installed a new server that we are planning on using in our production environment. I thought I could just copy the database, Config.pm, and ZZZAuto.pm files and it should work. Everything else looks good, but it will not allow the customer login to happen. >From the Agent side, everything is working properly except that if I try to add a new ticket, it does not pull the customer info from AD (which my test server does properly). I feel as though I am missing something simple, but I can't seem to figure it out. Any suggestions on the cause of this error and possible solutions would be greatly appreciated. With Best Regards, Tim Miller Network Administrator DBT America, Inc. tim.miller(a)dbtamerica.com

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Panic! No User Data!!!
by Miller, Tim 18 Dec '06

18 Dec '06

When I try to log in to the customer side I am getting this error message (Panic! No User Data!!!). I am using LDAP authentication with Active Directory and I know that part is working because I can see the successful and failed login attempts on my DC. I have a working test server that we have been using for several months and just installed a new server that we are planning on using in our production environment. I thought I could just copy the database, Config.pm, and ZZZAuto.pm files and it should work. Everything else looks good, but it will not allow the customer login to happen. From the Agent side, everything is working properly except that if I try to add a new ticket, it does not pull the customer info from AD (which my test server does properly). I feel as though I am missing something simple, but I can't seem to figure it out. Any suggestions on the cause of this error and possible solutions would be greatly appreciated. With Best Regards, Tim Miller Network Administrator DBT America, Inc. tim.miller(a)dbtamerica.com

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using email to close otrs tickets
by Janet Post 18 Dec '06

18 Dec '06

Hello all, I am using otrs version 2.1.2. I would the ability to close tickets via email. I would like to have a filter that finds either: CLOSED or RESOLVED as the first word in the subject line, and have otrs close the ticket. Is there some way to do this? I have tried using the postmaster filter with these settings: Match: Header 1: Subject Value: CLOSED Set: Header 1: X-OTRS-State Value: closed successful But this does not seem to work. Janet

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Upgrade RPM 2.1.3 to 2.1.4
by Dave Wojciechowski 18 Dec '06

18 Dec '06

Hello All, I built my system off the RPM install of otrs. My question is is there anything that i need to know on the upgrade to 2.1.4 from 2.1.3 can i just install over top using the rpm upgrade, or do i need to backup my config first? Thanks I'm Wojo

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AW: [otrs] Ticket merge gives error, OTRS 2.1.3
by shawn.beasley＠dlh.de 18 Dec '06

18 Dec '06

> -----Ursprüngliche Nachricht----- > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im > Auftrag von Nils Breunese (Lemonbit) > Gesendet: Montag, 18. Dezember 2006 15:05 > An: User questions and discussions about OTRS.org > Betreff: Re: [otrs] Ticket merge gives error, OTRS 2.1.3 > > Jozsef Valkai wrote: > > >> 1. OTRS returns a generic "Error" web page, but with no > error detail > >> at all > > > > Did you remove the white space character from the > TicketNumber field's > > ending? > > I see the OTRS 2.1.4 changelog mentions fixing the merge bug. > > Nils Breunese. > > > Hi, See the changelog http://cvs.otrs.org/viewcvs.cgi/otrs/CHANGES?rev=1.323&content-type=text/vn… I think this has ben fixed. Greetz, Shawn

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