March 2006 - otrs - OTRS mailing lists

freebsd + otrs
by Vladimir Dvorak 12 Mar '06

12 Mar '06

Hello list, I have succesfully installed OTRS on one Linux box, but I have troubles with installing on FreeBSD server. Probably I have anything missing, but do not know where can I look. I got this message when I start with http://localhost/otrs/installer.pl --- Software error: Got no LogObject! at /home/xxx/manager/otrs/bin/cgi-bin/../../Kernel/System/Time.pm line 70. For help, please send mail to the webmaster (admin(a)domain.com <mailto:admin@vdsoft.org>), giving this error message and the time and date of the error. --- Thank you for your hints! Vladimir Dvorak

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LDAP retrieval of memberOf
by Ozur, Mark 11 Mar '06

11 Mar '06

Hi, We are trying to retrieve from Active Directory via LDAP the memberOf attribute. The memberOf attribute was added to Config.pm under MAP. When otrs returns the attribute however, it only finds the first group in memberOf and not all the Groups the user is a member of. I have played with sizelimit, timelimit, etc. I have put a debug log entry into CustomerUserDataGet right after the LDAP search and dumped the memberOf attribute explicitly. The results were the same, just the first group in memberOf. I have written some Perl code outside of otrs and it works fine. That is it returns the entire memberOf attribute. Does anyone have a clue as to why otrs only returns the first group? Thanks, Mark Ozur, CEO PredictableIT Phone: 877-212-1025 ext 102 mozur(a)predictableit.com <mailto:mozur@predictableit.com> Helpdesk: 877-212-1025 ext 1

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Agent communication
by Zaeem Arshad 11 Mar '06

11 Mar '06

hi, What is the best way for different agent communicating with each other regarding a particular ticket? Currently, I am using notes for that but no emails are sent to concerned personnel if a note is added. BR -- ZA

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Re: AW: [otrs] System / SysConfig error message
by Oliver Buckie 10 Mar '06

10 Mar '06

When I do a "find . -name otrs", I get the following: ./etc/otrs ./var/lib/mysql/otrs ./var/lib/otrs ./usr/share/doc/otrs ./usr/share/lintian/overrides/otrs ./usr/share/otrs ./usr/lib/cgi-bin/otrs I believe that my <OTRS_HOME> is ./usr/share/otrs. However, I still can't get permissions working... -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Graeme Brough Gesendet: Dienstag, 21. Februar 2006 16:21 An: User questions and discussions about OTRS.org Betreff: Re: AW: [otrs] System / SysConfig error message Oliver, Try: 'cd /' 'find . -name otrs' This should return the relative path from your Present Working Directory (PWD) HTH, Graeme Oliver Buckie wrote: > Silly question, but how do I know what my OTRS home dir is. This is a default Debian install. I believe it to be /usr/share/otrs 'coz that's where my Kernel and other sub-dirs are. > > I ran "./SetPermissions.sh /opt/otrs root www-data" and this has sorted my System, SysConfig problem out - I now have access. However, I still get permission problems with Misc, Package Manager... > > -----Ursprüngliche Nachricht----- > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag > von Nils Breunese (Lemonbit Internet) > Gesendet: Dienstag, 21. Februar 2006 15:21 > An: User questions and discussions about OTRS.org > Betreff: Re: AW: [otrs] System / SysConfig error message > > Oliver Buckie wrote: > > >>I ran $OTRS_Home/bin/otrs.checkModules and XML::Parser was not >>installed - everything else fine. So I installed "libxml-parser- perl >>2.34-4", re-ran otrs.checkModules and all OK. > > > That should help, yes. > > >>I get one step further now in System, SysConfig page.. However, as >>with Misc, Package Manager - I get permisison problems: >> >>Can't write /usr/share/otrs/Kernel/Config/Files/ZZZAAuto.pm: >>permission denied! >> >>In the "/usr/share/otrs/bin#" directory I ran "./.SetPermissions.sh >>/usr/share/otrs root root" - but this has not helped. Any ideas what I >>am doing wrong? > > > Usage: SetPermissions.sh <OTRS_HOME> <OTRS_USER> <WEBSERVER_USER> > [OTRS_GROUP] [WEB_GROUP] > > I don't know if /usr/share/otrs is your OTRS homedir, but that could be. However, otrs and apache should not be run as root and I hope you aren't running either as root (especially not apache, running apache as root is a major security no-no). > > On my machine I'd run: ./SetPermissions.sh /opt/otrs otrs apache > > But like I said, your config may be different. > > Nils Breunese. > _______________________________________________ > 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/ > > > _______________________________________________ > 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/ -- ============================================================== Graeme Brough rsc-uc(a)sun.com Customer Account Management Support Team Internal: x(70) 73488 Worldwide: +44 (0)1506 673488 Sun Remote Support Centre Linlithgow, UK ============================================================== ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ _______________________________________________ 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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RE: [otrs] LDAP Alias authentication
by Thomas Nilsen 10 Mar '06

10 Mar '06

Would it not be better to use the LDAP Group check to verify if a user is allowed Agent access etc? As long as you use Open LDAP this should work fine. (Won't work with Active Directory). Check the manual for : $Self->{'AuthModule::LDAP::GroupDN'} Thomas -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Tojo RANDRIANAIVOJAONA Sent: Thursday, March 09, 2006 6:34 PM To: otrs(a)otrs.org Subject: [otrs] LDAP Alias authentication hi ! I succeed the authentication OTRS with the classic ldif LDAP (using objectClass InetOrgPerson with its attributes). Now, I tried to do the authentification LDAP with an Alias of an InetOrgPerson LDAP but it's always failed. Is it possible in OTRS ? My ldif scripts is like this: ... # Entry 2: uid=llg,ou=osc,ou=person,dc=otrs,dc=demo dn:uid=llg,ou=osc,ou=person,dc=otrs,dc=demo cn: Laurent Le Grandois departmentNumber: OSC description: xxxx givenName: llg mail: Lcxcxcxraxcxs(a)atxcxcxcgin.com mobile: +33 6 70 01 25 61 o: xxxx objectClass: inetOrgPerson sn: Le Grxcxcxc telephoneNumber: +33 1 55 58 72 38 title: Architecte J2EE uid: llg userPassword: **** dn:uid=llg,ou=systemusers,ou=otrsusers,dc=otrs,dc=demo aliasedObjectName: uid=llg,ou=osc,ou=person,dc=otrs,dc=demo uid: llg objectClass: alias objectClass: extensibleObject objectClass: top With the standard configuration of Config.pm: # Authentification au niveau de l'admin # Contrainte: il faut que le mail (ou le mail) soit valide # (take care that Net::LDAP is installed!) $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'localhost'; $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=systemusers,ou=otrsusers,dc=otrs,dc=demo'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; # Authentification au niveau utilisateur # Rque: Bien verifier l'arbre LDAP (faire attention aux espaces --> il faut les mettre) #tojo Customer # 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'} = 'localhost'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=customerusers,ou=otrsusers,dc=otrs,dc=demo'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'uid'; # CustomerUser ... Can You help me? Tojo Randrianaivojaona 18, rue Fouré c.319 44 000 NANTES Tel: 06 33 56 94 84 ra_tojo(a)yahoo.fr Tojo.Randrianaivojaona(a)polytech.univ-nantes.fr ___________________________________________________________________________ Nouveau : téléphonez moins cher avec Yahoo! Messenger ! Découvez les tarifs exceptionnels pour appeler la France et l'international. Téléchargez sur http://fr.messenger.yahoo.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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/ DISCLAIMER: This message contains information that may be privileged or confidential and is the property of the Roxar Group. It is intended only for the person to whom it is addressed. If you are not the intended recipient, you are not authorised to read, print, retain, copy, disseminate, distribute, or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message.

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Bug in notification?
by Mobeen Azhar 10 Mar '06

10 Mar '06

Hello all, I am running OTRS version 2.0.4 on a SuSE 10.0 box. I would like to include the full customer email in the en:Agent::NewTicket notification. I see where the notification references the OTRS_CUSTOMER_EMAIL[16] tag. In going through list archives, one suggestion I came across was to replace that tag with OTRS_CUSTOMER_EMAIL. However, doing that places the literal string OTRS_CUSTOMER_EMAIL in the notification instead of the full customer email. Is this bug and if so, does anyone know of a workaround? Thanks in advance for any help, -- ___________________________________________ Mobeen Azhar Email: moby(a)pcsn.net <mailto:moby@pcsn.net> **PC.Solutions.Net** http://www.pcsn.net <http://www.pcsn.net/> Voice: 281-880-0738, Fax: 281-587-0844 HP Partner, IBM Business Partner, Microsoft Certified Partner, Multitech Optimum Reseller, WYSE Authorized Winterm Partner

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RE: [otrs] sysconfig option? changes?
by Patrik Forsberg 10 Mar '06

10 Mar '06

in the database. > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of danlist(a)wbisp.com > Sent: den 10 mars 2006 00:10 > To: 'User questions and discussions about OTRS.org' > Subject: [otrs] sysconfig option? changes? > > Are the changes made through the sysconfig menu stored in the > defaults.pm or in > the database? > > > Thanks > > > Dan Metcalf > Wireless Broadband Systems > www.wbisp.com > 781-566-2053 ext 6201 > 1-888-wbsystem (888) 927-9783 > dan.metcalf(a)wbisp.com > support: support(a)wbisp.com > > > > -- > No virus found in this outgoing message. > Checked by AVG Free Edition. > Version: 7.1.375 / Virus Database: 268.2.1/277 - Release > Date: 03/08/2006 > > > _______________________________________________ > 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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Adding new fields in ticket
by Zaeem Arshad 10 Mar '06

10 Mar '06

Hi, Any pointers on how to add multiple fields in a new phone ticket like phone number, house address etc etc. regards -- ZA

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Include attachments in notification.
by Mobeen Azhar 09 Mar '06

09 Mar '06

Hello all, I am running OTRS 2.0.4 on a SuSE 10.0 box. I would like to include any attachments in en:Agent:NewTicket notifications but I cannot see how to do that, or if that is even possible. Can anyone point me in the right direction? Thanks in advance for any help, -- ___________________________________________ Mobeen Azhar Email: moby(a)pcsn.net <mailto:moby@pcsn.net> **PC.Solutions.Net** http://www.pcsn.net <http://www.pcsn.net/> Voice: 281-880-0738, Fax: 281-587-0844 HP Partner, IBM Business Partner, Microsoft Certified Partner, Multitech Optimum Reseller, WYSE Authorized Winterm Partner

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LDAP Alias authentication
by Tojo RANDRIANAIVOJAONA 09 Mar '06

09 Mar '06

hi ! I succeed the authentication OTRS with the classic ldif LDAP (using objectClass InetOrgPerson with its attributes). Now, I tried to do the authentification LDAP with an Alias of an InetOrgPerson LDAP but it's always failed. Is it possible in OTRS ? My ldif scripts is like this: ... # Entry 2: uid=llg,ou=osc,ou=person,dc=otrs,dc=demo dn:uid=llg,ou=osc,ou=person,dc=otrs,dc=demo cn: Laurent Le Grandois departmentNumber: OSC description: xxxx givenName: llg mail: Lcxcxcxraxcxs(a)atxcxcxcgin.com mobile: +33 6 70 01 25 61 o: xxxx objectClass: inetOrgPerson sn: Le Grxcxcxc telephoneNumber: +33 1 55 58 72 38 title: Architecte J2EE uid: llg userPassword: **** dn:uid=llg,ou=systemusers,ou=otrsusers,dc=otrs,dc=demo aliasedObjectName: uid=llg,ou=osc,ou=person,dc=otrs,dc=demo uid: llg objectClass: alias objectClass: extensibleObject objectClass: top With the standard configuration of Config.pm: # Authentification au niveau de l'admin # Contrainte: il faut que le mail (ou le mail) soit valide # (take care that Net::LDAP is installed!) $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'localhost'; $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=systemusers,ou=otrsusers,dc=otrs,dc=demo'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; # Authentification au niveau utilisateur # Rque: Bien verifier l'arbre LDAP (faire attention aux espaces --> il faut les mettre) #tojo Customer # 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'} = 'localhost'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=customerusers,ou=otrsusers,dc=otrs,dc=demo'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'uid'; # CustomerUser ... Can You help me? Tojo Randrianaivojaona 18, rue Fouré c.319 44 000 NANTES Tel: 06 33 56 94 84 ra_tojo(a)yahoo.fr Tojo.Randrianaivojaona(a)polytech.univ-nantes.fr ___________________________________________________________________________ Nouveau : téléphonez moins cher avec Yahoo! Messenger ! Découvez les tarifs exceptionnels pour appeler la France et l'international. Téléchargez sur http://fr.messenger.yahoo.com

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