May 2006 - otrs - OTRS mailing lists

RE: [otrs] Problem with Last Name Field in Add user
by CampbellG＠dfo-mpo.gc.ca 26 May '06

26 May '06

Thank you very much Alexandre. That was indeed the problem. Glenn Campbell Acting Manager gestionnaire par intérimaire Informatics Informatique Canadian Coast Guard College Collège de la Garde côtière canadienne Telephone : 902-567-3222 téléphone : 902-567-3222 Fax : 902-567-3232 fax : 902-567-3232 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Alexandre Ghisoli Sent: May 26, 2006 6:04 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Problem with Last Name Field in Add user Le jeudi 25 mai 2006 à 08:40 -0400, CampbellG(a)dfo-mpo.gc.ca a écrit : > Greetings - > > I am using OTRS 2.0.3 on a linux system and it has been working fine > for quite some time until just recently. I tried to add a new user to > the system and the last name field is already filled in when I click > on the user button to bring up the form. If I delete the field > contents and type in the proper name and click add it still retains > the wrong name (from another user record). Has anyone seen this > behaviour before? Glenn, this is a quite common error, and has nothing to do with OTRS itself. You are probably using Firefox, with the retain password and fields set on. So, Firefox is autofilling the filed with localy stored information. To clear up things, go in firefox options : Edit / Prefs Select Privacy icon go under Passwords tab click on View Saved password and delete password for the current name that appear reccuring. To be sure, you can also clean saved forms under the corresponding tab. Regards -- Alexandre _______________________________________________ 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 fr Ihr OTRS System? => http://www.otrs.de/

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Fw: ticket from mail
by ced 26 May '06

26 May '06

Sorry, I want that the mail sended from a customer to helpdesk(a)xxx.xx they come inserted automatically in the queue of otrs. How can i do? ----- Original Message ----- From: Volker.Lipper(a)de.mecglobal.com To: User questions and discussions about OTRS.org Sent: Thursday, May 11, 2006 1:37 PM Subject: Re: [otrs] Fw: ticket from mail please dont write too much to describe your questions. we all love good riddles. couldnt you describe it with, hmmm, lets say six words? Li otrs-bounces(a)otrs.org schrieb am 11.05.2006 13:09:17: > Hi, > > how can automatic insert the ticket (with a script???) send from a mail to a > help(a)xxx.xx into a list of my otrs ticket? > > > Thank > > > > > _______________________________________________ > 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 f|r Ihr OTRS System? => http://www.otrs.de/

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Multiple Hosting
by Prafulla Kumar H.S. 26 May '06

26 May '06

Dear Sir, In version 1.1 manual (Chapter 19), it is stated that Multi Hosting is possible. In this chapter different scenarios have been given. But in version 2.0 manual, I was not able to find any info related to Multi Hosting. I request the users who have worked on this setup to help me. I am having OTRS 2.0.4 running SuSE 9.0 box. I have added following line to config.pm. But I am not able to see any difference. $Self->{MoveInToAllQueues} = 1; I am looking for some help. I am also looking for help in running multiple sessions OTRS on a same box. Even though the same in explained in version 1.0 manual, in the latest version manual, the relevant section is not there and I am sure whether the latest version supports the same or not. Regards, H.S.Prafulla Kumar

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Postgresql 7.8.4 - impact to OTRS
by Alexandre Ghisoli 26 May '06

26 May '06

hi, Postgresql team has released the new .4 version as security fix. http://www.postgresql.org/docs/techdocs.52 This is related to addslash and Unicode like charmaps. <quote> A few weeks ago, members of our Japanese developer community contacted us with news of a SQL injection exploit for PostgreSQL with PHP in Far Eastern character encodings such as SJIS. It seemed that a clever attacker could exploit knowledge of how multi-byte encodings and string escaping work inside PostgreSQL in order to sneak injected SQL strings past all commonly used client-side safeguards. Subsequent investigation showed that related attacks would work in all multi-byte encodings, in particular UTF8 which is widely used world-wide. </quote> This is probably true for other SQL backends as well. Now, they turned off the backslash escaping with some charmaps : <quote> When the client is using a "client only" encoding (SJIS, BIG5, GBK, GB18030, or UHC) the server furthermore rejects uses of "\'" to represent a single quote mark in a SQL string literal. This historical usage has been deprecated for some time in favor of the SQL-standard representation "''" (two single quote marks) </quote> Also, the use of parameterized prepared statements is the best practice to avoid SQL injection, because all the tests and formating checks from standard Psql libs are processed. <quote> Use parameterized prepared statements to execute queries (e.g. "SELECT * FROM table WHERE id = ?") </quote> Now, that said, I wish to know if OTRS is ready to work with thoses changes. Regards -- Alexandre

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Problem with Last Name Field in Add user
by CampbellG＠dfo-mpo.gc.ca 26 May '06

26 May '06

Greetings - I am using OTRS 2.0.3 on a linux system and it has been working fine for quite some time until just recently. I tried to add a new user to the system and the last name field is already filled in when I click on the user button to bring up the form. If I delete the field contents and type in the proper name and click add it still retains the wrong name (from another user record). Has anyone seen this behaviour before? Glenn Campbell Acting Manager gestionnaire par intérimaire Informatics Informatique Canadian Coast Guard College Collège de la Garde côtière canadienne Telephone : 902-567-3222 téléphone : 902-567-3222 Fax : 902-567-3232 fax : 902-567-3232

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Re: time accounting otrs 2.0.4
by Johan Bijlsma 26 May '06

26 May '06

Hi Christian, Hardware Proliant ML370R03 X2800 OS is RedHat 8 Database is MySQL 4.1.1 Tables article is 4,848 records ticket is 1,252 records time_accounting 2,090 records when i use this query; SELECT `ticket_id`, sum(time_unit) FROM `time_accounting` WHERE `create_time` >= '2006-04-01 00:00:00' and `create_time` <= '2006-04-31 23:59:59'GROUP BY `ticket_id` i get the following results. februari (219 total, Query took 0.0261 sec) march (294 total, Query took 0.0170 sec) april (238 total, Query took 0.0718 sec) Best regards, Johan Message: 3 Date: Wed, 24 May 2006 16:56:19 +0200 From: Christian Schoepplein <christian.schoepplein(a)otrs.com> Subject: Re: [otrs] time accounting otrs 2.0.4 To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <20060524145618.GI4183(a)athlon.schoeppi.net> Content-Type: text/plain; charset="us-ascii" Hi Johan, On Wed, May 24, 2006 at 09:05:31AM +0200, Johan Bijlsma wrote: > >When I use time accounting i get after some minutes a Internal Server > >Error. This problem occurs from month 3. Month 1 en 2 generates reports > >without a problem. Sounds like a timeout problem or to much data are transmitted. How many ickets are stored in your DB? On which hardware is OTRS running? What database is in use? > >Johan Bijlsma. Best regards, Christian

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Invalid SQL statement with pgsql
by Mike McGrath 25 May '06

25 May '06

When trying to create a ticket in an OTRS system with a pgsql customer backend I get the following error while trying to search for the customer in the From field: ERROR: syntax error at or near ")" at character 247, SQL: 'SELECT username , username, human_name, email FROM person WHERE ( LOWER(username) LIKE LOWER('someone%') OR LOWER(human_name) LIKE LOWER('someone%') OR LOWER(email) LIKE LOWER('someone%') )AND id in ( ) LIMIT 250' the problem appears to be the "AND id in ( )" does anyone know how I can correct this error or at least remove the offending piece of SQL without editing the source? -Mike

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AW: RE: [otrs] LDAP & Active Directory
by falko.zurell＠idmedia.com 25 May '06

25 May '06

Yes, this section has done the magic at our installation. But I don't actually know where the web based settings are saved. Kind regards Falko Zurell Head of Application Management I-D Media AG Ohlauer Strasse 43 D-10999 Berlin fon: +49 (0)30 - 2 59 47 - 357 fax: +49 (0)30 - 2 59 47 - 111 mobile: +49 (0)160 - 3 62 52 77 web: http://www.idmedia.com mail: falko.zurell(a)idmedia.com ----- Original Message ----- From: otrs-bounces Sent: 25.05.2006 11:26 To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Subject: RE: [otrs] LDAP & Active Directory You mean this section Falko? # UserSyncLDAPMap # (map if agent should create/synced from LDAP to DB after login) $Self->{UserSyncLDAPMap} =3D { # DB -> LDAP Firstname =3D> 'givenName', Lastname =3D> 'sn', Email =3D> 'mail', }; I do have this (EXACTLY entered like this) in the Config.pm file. Am I = missing anything else?? The other query I have is about where the actual data is stored relating = to the LDAP settings. I changed most of the entries through the web = based sysconfig, and they have been saved, but they DON'T appear in the = config.pm file. Does anyone know in which file they reside??? =20 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of = falko.zurell(a)idmedia.com Sent: 25 May 2006 09:44 To: User questions and discussions about OTRS.org Subject: AW: [otrs] LDAP & Active Directory Hi Gary, Do you need excessiv data from the AD? We also have our customers = authenticate against an AD but didn't had to import one customer in the = Mysql DB. This is done automatically by OTRS if needed when a Customer = log in first. There is a special parameter in the Config.pm which provides this = functionality: $Self->{"UserSyncLDAPMap"} =3D ... Make sure this is set to your values and not commented out. Kind regards Falko Zurell Head of Application Management I-D Media AG Ohlauer Strasse 43 D-10999 Berlin fon: +49 (0)30 - 2 59 47 - 357 fax: +49 (0)30 - 2 59 47 - 111 mobile: +49 (0)160 - 3 62 52 77 web: http://www.idmedia.com mail: falko.zurell(a)idmedia.com ----- Original Message ----- From: otrs-bounces Sent: 25.05.2006 09:55 To: <otrs(a)otrs.org> Subject: [otrs] LDAP & Active Directory Hi, Ok so I have OTRS installed on a suse Linux box and it all works fine, = I've even got users authenticating against a Windows Active Directory = ... Now the problem is, as I understand it even though you can authenticate = against an LDAP server, you STILL need the users in the local MySql DB = (right or wrong?) ... This isn't ideal, but also isn't the end of the = world but my problem then is how do I do a mass import of users (read: CUSTOMERS not ADMINS!) into the DB? I see there is one particular script that MAY help me (sync-ldap2db.pl) = but there is no documentation on this so can anyone help me out at all = as I am pulling my hair out right now!!! Any help at all would be greatly appreciated Gary _______________________________________________ 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 f=FCr Ihr OTRS System? =3D> 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 f=FCr Ihr OTRS System? =3Dhttp://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/

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AW: [otrs] Debug mode?
by falko.zurell＠idmedia.com 25 May '06

25 May '06

Hi Brian, Did you looked in /var/log/messages ? You can turn on Debugging messages via a variable in the Config.pm But it's not mentioned there by default. I think it is listed in the Kernel/config/Defaults.pm (or where the Defaults.pm resides actually) but maybe commented out. Just search for "debug". Alternativly it maybe possible to enable debugging via the SysConfig menu in the admin interface. Kind regards Falko Zurell Head of Application Management I-D Media AG Ohlauer Strasse 43 D-10999 Berlin fon: +49 (0)30 - 2 59 47 - 357 fax: +49 (0)30 - 2 59 47 - 111 mobile: +49 (0)160 - 3 62 52 77 web: http://www.idmedia.com mail: falko.zurell(a)idmedia.com ----- Original Message ----- From: otrs-bounces Sent: 24.05.2006 22:52 To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Subject: [otrs] Debug mode? Ok, I got my system working correctly except for email. I'm trying to do it via SMTP, but I'm getting an error. I'd like to turn on debugging mode to get more information, but I'm not finding how to do that anywhere. I looked in the ToC of the documentation, but didn't see anything. Where do I set that? -- Brian Ronk System Administrator BookMasters, Inc (419)589-5100 x1108 _______________________________________________ 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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AW: [otrs] LDAP & Active Directory
by falko.zurell＠idmedia.com 25 May '06

25 May '06

Hi Gary, Do you need excessiv data from the AD? We also have our customers authenticate against an AD but didn't had to import one customer in the Mysql DB. This is done automatically by OTRS if needed when a Customer log in first. There is a special parameter in the Config.pm which provides this functionality: $Self->{"UserSyncLDAPMap"} = ... Make sure this is set to your values and not commented out. Kind regards Falko Zurell Head of Application Management I-D Media AG Ohlauer Strasse 43 D-10999 Berlin fon: +49 (0)30 - 2 59 47 - 357 fax: +49 (0)30 - 2 59 47 - 111 mobile: +49 (0)160 - 3 62 52 77 web: http://www.idmedia.com mail: falko.zurell(a)idmedia.com ----- Original Message ----- From: otrs-bounces Sent: 25.05.2006 09:55 To: <otrs(a)otrs.org> Subject: [otrs] LDAP & Active Directory Hi, Ok so I have OTRS installed on a suse Linux box and it all works fine, I've even got users authenticating against a Windows Active Directory ... Now the problem is, as I understand it even though you can authenticate against an LDAP server, you STILL need the users in the local MySql DB (right or wrong?) ... This isn't ideal, but also isn't the end of the world but my problem then is how do I do a mass import of users (read: CUSTOMERS not ADMINS!) into the DB? I see there is one particular script that MAY help me (sync-ldap2db.pl) but there is no documentation on this so can anyone help me out at all as I am pulling my hair out right now!!! Any help at all would be greatly appreciated Gary _______________________________________________ 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 f�r Ihr OTRS System? => http://www.otrs.de/

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