January 2007 - otrs - OTRS mailing lists

RE: [otrs] Panic no user data
by Miller, Tim 09 Jan '07

09 Jan '07

Richard, here is a copy of the pertinent section of my Config.pm file. I have set up the LDAP auth params directly in that file instead of through the GUI interface. #Customer LDAP Auth Backend Settings $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '10.222.129.234'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=dbtamerica,dc=local'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=otrs ldap,ou=users,ou=houston manufacturing pa,ou=dbt america,dc=dbtamerica,dc=local'; $Self->{'Customer::AuthModule::LDAP::SearchUserPW'} = 'password'; #Customer User #(customer user database backend and settings) $Self-> {CustomerUser} = { Name=> 'Database', Module=> 'Kernel::System::CustomerUser::DB', Params=> {Table => 'customer_user', }, #customer uniq id CustomerKey => 'login', CustomerID => 'customer_id', CustomerValid => 'valid_id', CustomerUserListFields => ['first_name', 'last_name', 'email'], CustomerUserSearchFields => ['login', 'last_name', 'customer_id'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['email'], CustomerUserNameFields => ['salutation', 'first_name', 'last_name'], Map => [ ['UserSalutation', 'Salutation', 'salutation', 1, 0, 'var'], ['UserFirstname', 'Firstname', 'first_name', 1, 1, 'var'], ['UserLastname', 'Lastname', 'last_name', 1, 1, 'var'], ['UserLogin', 'Login', 'login', 1, 1, 'var'], ['UserPassword', 'Password', 'pw', 0, 1, 'var'], ['UserEmail', 'Email', 'email', 0, 1, 'var'], ['UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var'], ['UserComment', 'Comment', 'comments', 1, 0, 'var'], ['ValidID', 'Valid', 'valid_id', 0, 1, 'int'], ], }; #Customer User 1 #customer user ldap backend and settings $Self->{CustomerUser1} = { Name => 'LDAP Backend', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => '10.222.129.234', BaseDN => 'dc=dbtamerica,dc=local', SSCOPE => 'sub', UserDN => 'cn=otrs ldap,ou=users,ou=houston manufacturing pa,ou=dbt america,dc=dbtamerica,dc=local', UserPw => 'password', AlwaysFilter => '', SourceCharset => 'utf-8', DestCharset => 'iso-8859-1', }, #customer uniq id CustomerKey => 'sAMAccountName', CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ ['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'], ], }; There was another follow-up email to this thread from Tobias Lutticke, his suggestion may work as well and may be easier. I have not tried his way, but will do so on my test system when I get a chance. Hope this helps you. -Tim ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of richard.bosch(a)bbraun.com Sent: Monday, January 08, 2007 10:44 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Panic no user data i have done the changes via the sysconfig but now the changes are not in the comfig.pm where can i find them? the changes i made in the sysconfig are Customer::AuthModule::LDAP::Host: = the FQDN of the ldap server Customer::AuthModule::LDAP::BaseDN: = the base DN Customer::AuthModule::LDAP::UID: = uid Customer::AuthModule::LDAP::UserAttr: = UID Customer::AuthModule::LDAP::AlwaysFilter: = (objectClass=*) Customer::AuthModule::LDAP::Params: 1. async = 0 2. port = 389 3. timeout = 120 4. version = 3 i hope this helps. Regards Richard Bosch "Miller, Tim" <Tim.Miller(a)dbtamerica.com> Sent by: otrs-bounces(a)otrs.org 08-01-2007 16:05 Please respond to "User questions and discussions about OTRS.org" <otrs(a)otrs.org> To "User questions and discussions about OTRS.org" <otrs(a)otrs.org> cc Subject RE: [otrs] Panic no user data Please post you Config.pm file so we can have a look. I was having this same error trying to authenticate to a Windows AD via LDAP, and got it working last week. -Tim ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of richard.bosch(a)bbraun.com Sent: Monday, January 08, 2007 7:00 AM To: otrs(a)otrs.org Subject: [otrs] Panic no user data Hello, i finaly got the LDAP authentication working with Lotus Notes but now when i login to customer.pl i get the error Panic! No UserData!!! and my log says CustomerUser: ****** authentification ok (REMOTE_ADDR: *.*.*.*). does anyone know how i can solve it? Regards Richard Bosch ************************************************************************ ******** The information contained in this communication is confidential, may be attorney-client privileged, may constitute inside information, and is intended only for the use of the addressee. It is the property of the company of the sender of this e-mail. Unauthorized use, disclosure, or copying of this communication or any part thereof is strictly prohibited and may be unlawful. If you have received this communication in error, please notify us immediately by return e-mail and destroy this communication and all copies thereof, including all attachments. ************************************************************************ ******** _______________________________________________ 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/ ************************************************************************ ******** The information contained in this communication is confidential, may be attorney-client privileged, may constitute inside information, and is intended only for the use of the addressee. It is the property of the company of the sender of this e-mail. Unauthorized use, disclosure, or copying of this communication or any part thereof is strictly prohibited and may be unlawful. If you have received this communication in error, please notify us immediately by return e-mail and destroy this communication and all copies thereof, including all attachments. ************************************************************************ ********

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RE: [otrs] Panic no user data
by Miller, Tim 09 Jan '07

09 Jan '07

Please post you Config.pm file so we can have a look. I was having this same error trying to authenticate to a Windows AD via LDAP, and got it working last week. -Tim ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of richard.bosch(a)bbraun.com Sent: Monday, January 08, 2007 7:00 AM To: otrs(a)otrs.org Subject: [otrs] Panic no user data Hello, i finaly got the LDAP authentication working with Lotus Notes but now when i login to customer.pl i get the error Panic! No UserData!!! and my log says CustomerUser: ****** authentification ok (REMOTE_ADDR: *.*.*.*). does anyone know how i can solve it? Regards Richard Bosch ************************************************************************ ******** The information contained in this communication is confidential, may be attorney-client privileged, may constitute inside information, and is intended only for the use of the addressee. It is the property of the company of the sender of this e-mail. Unauthorized use, disclosure, or copying of this communication or any part thereof is strictly prohibited and may be unlawful. If you have received this communication in error, please notify us immediately by return e-mail and destroy this communication and all copies thereof, including all attachments. ************************************************************************ ********

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disabling notifications
by Mathieu Lemaitre 09 Jan '07

09 Jan '07

Hi all, How is it possible to disable notifications sent to customers?? More, is it possible to disable some notifications, but not others?? For example, disable all notifications except "Ticket close"? Thanks, Mathieu

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Add agent email on reply
by Keith Turner 09 Jan '07

09 Jan '07

Is it possible to also send to the agent's email any replies they make at the same time as when they reply to a ticket & how to set up. We'd like to confirm that the responses are in fact going out - due to our 3rd party mail system, this isn't always consistent and it'd give the agent an easily referenced local record. Thanks KDT

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Bulk-Action not working in the lite theme.
by Mads N. Vestergaard 09 Jan '07

09 Jan '07

Hi Guys, In my installation of OTRS 2.0.4(Debian package), the Bulk-Action doesn't work with the lite theme, have anybody else experienced this problem, and maybe also have a solution to the problem. -- Mads N. Vestergaard | http://timmy.dk

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database upgrade
by Jozsef Valkai 08 Jan '07

08 Jan '07

Hi, In the last year we have upgraded our otrs to version 2.1.1, and we need change to 2.1.4 because this upgraded 2.1.1 version is not working properly. Is there any workaround to export database containing from 2.1.1 then import to 2.1.4? Can I use simply pg_dump to import/export? Is there any changing in database strcuture in the version 2.1.4? For example in version 2.1.1: faq is working, inbound email`s attachment is wrong, etc. I have installed fresh copy of version 2.1.4 and these problem has been solved! Thanks. -- Valkai Jozsef +36 70 36 28 147 valkaij(a)externet.hu jvalkai(a)gmail.com lat:N 47° lon:E 19°

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Panic no user data
by richard.bosch＠bbraun.com 08 Jan '07

08 Jan '07

Hello, i finaly got the LDAP authentication working with Lotus Notes but now when i login to customer.pl i get the error Panic! No UserData!!! and my log says CustomerUser: ****** authentification ok (REMOTE_ADDR: *.*.*.*). does anyone know how i can solve it? Regards Richard Bosch ******************************************************************************** The information contained in this communication is confidential, may be attorney-client privileged, may constitute inside information, and is intended only for the use of the addressee. It is the property of the company of the sender of this e-mail. Unauthorized use, disclosure, or copying of this communication or any part thereof is strictly prohibited and may be unlawful. If you have received this communication in error, please notify us immediately by return e-mail and destroy this communication and all copies thereof, including all attachments. ********************************************************************************

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preferences agent
by daniele.otrs 08 Jan '07

08 Jan '07

how I can prevent that a agent it can modify the preferred tails in the preferences? Thank's

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RE: [otrs] Update: New Customers Not Receiving New TicketAuto-Response
by Beugen, Peter van 06 Jan '07

06 Jan '07

Yes, this is possible ________________________________ Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens icecoldeuro(a)gmail.com Verzonden: vrijdag 5 januari 2007 21:29 Aan: User questions and discussions about OTRS.org Onderwerp: Re: [otrs] Update: New Customers Not Receiving New TicketAuto-Response OK, I'm at my wits' end. I guess I should be asking this question instead: In OTRS 1.3, is it possible for a previously unknown user to submit a ticket via email and receive an acknowledgement automatically. I envision this process as follows: 1. John Doe sends an email from jdoe(a)yahoo.com, which is not in the system. The user has not registered via the web interface and the admin has not set up such an account. 2. OTRS takes the email and generates an auto-response to jdoe(a)yahoo.com that the ticket has been received and somebody will get back to them shortly. 3. OTRS also creates a customer account, obviously only containing the new user's email address. Is this possible or would previously unknown users need to register first at the website (or would an admin have to set it up)? Thanks! On 1/5/07, icecoldeuro(a)gmail.com <icecoldeuro(a)gmail.com> wrote: Actually, that's all set. The "auto reply/new ticket" is set to "auto reply" which I modified to suit my needs. Any other suggestions? Thanks! On 1/5/07, Mike Hayward <mike.hayward(a)comclusive.co.uk> wrote: Almost sounds like you haven't set the auto response <-> queue for your queue to send out the notifications. Best regards Mike Hayward Managing Director Comclusive Limited e: mike.hayward(a)comclusive.co.uk <mailto:mike.hayward@comclusive.co.ukw> w: www.comclusive.co.uk <http://www.comclusive.co.uk/> t: 0845 003 7571 m: 07793 505155 (Direct) ________________________________ From: otrs-bounces(a)otrs.org [mailto: otrs-bounces(a)otrs.org <mailto:otrs-bounces@otrs.org> ] On Behalf Of icecoldeuro(a)gmail.com Sent: 05 January 2007 00:15 To: otrs(a)otrs.org Subject: [otrs] Update: New Customers Not Receiving New Ticket Auto-Response I forgot to mention: When I closed out some of the test tickets I DID get a State Change notification to the "customer" address from which I sent the original email. So I get New Ticket notifications to the agent, State Change Notifications to the customers, but I don't get the New Ticket notification to the customer which should contain the user id and temporary password. Thanks! _______________________________________________ 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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RE: [otrs] question about multiple domains
by Beugen, Peter van 05 Jan '07

05 Jan '07

Yes, with OTRS this can be done (easy) ! In OTRS you need to define different system e-mail addresses and different queues per domain. In the definition of the queue, you assign the "system"(reply) address. Regards, Peter -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Chad Kimball Verzonden: vrijdag 5 januari 2007 19:24 Aan: otrs(a)otrs.org Onderwerp: [otrs] question about multiple domains I'm looking for a helpdesk solution that allows me to assign different reply addresses/domains depending on where the customer emailed from. For instance, customer 1 emailing support(a)niche1.com would automatically receive support emails coming from the niche1.com domain. Then customer 2 emailing support(a)niche2.com would receive support email from niche2.com domain. does this software have this function? _________________________________________________________________ The MSN Entertainment Guide to Golden Globes is here. Get all the scoop. http://tv.msn.com/tv/globes2007/?icid=nctagline2 _______________________________________________ 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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