December 2007 - otrs - OTRS mailing lists

Re: otrs Digest, Vol 53, Issue 37
by Antonio Sarmiento 22 Dec '07

22 Dec '07

Hi, I have some question about OTRS. Somebody could help me ? 1.- How much time before the solution time the system sned a notification ?? 2.- Wich is the diference between forward and bounce 3.- Why some tickets permits forwars, bounce and split and another not. I hope somebody could help me Thanks

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Re: otrs Digest, Vol 53, Issue 41
by armin.kurz＠lobster.de 22 Dec '07

22 Dec '07

Sehr geehrte Damen und Herren, ich bin vom 22.12.2007 bis einschliesslich 02.01.2008 nicht im Hause. In dringenden Fällen wenden Sie sich bitte an unser Support-Team unter support(a)lobster.de oder telefonisch an: 08158 - 90766 - 20. Das Lobster-Team wünscht Ihnen ein frohes Weihnachtsfest und ein erfolgreiches neues Jahr 2008. Mit freundlichen Grüßen Armin Kurz

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OTRS host based themeing
by ray.crawford＠gibraltarinteractive.com 21 Dec '07

21 Dec '07

Did anyone see my prior post about this? Anyone doing it successfully? Anyone have any tips? Sent from my BlackBerry device from Cincinnati Bell Wireless

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Customer Company
by Maurice James Ny 21 Dec '07

21 Dec '07

Does anyone know what was the use of adding the Customer Company link. I see you can add company addresses and assign it a customer id, but what was it added to 2.2 for? What purpose does it serve?

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OTRS and PKi authentication
by Maurice James Ny 21 Dec '07

21 Dec '07

I know it's a long shot here but has anyone implemented OTRS on PKI (Public Key Infrastructure) ? We use CAC (Common Access Card) for authentication and I was wondering if anyone knows how to accomplish this task (feat).

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OTRS Is Very Slow For Me
by Carlos Williams 21 Dec '07

21 Dec '07

Guys - I am responsible for a server running otrs-2.1.4-01. They OTRS system accepts emails fine and generates tickets fine however when you attempt to close the ticket with the "empty answer" option, the system hour glasses for like 1-2 minutes before it allows you to modify the ticket. It is beyond slow and never use to be this way. I don't know what to do to understand what is causing the latency. The file system on the OS is fine and does not look to be full by any means so I would think there is perhaps something wrong with the data base or something else. I have no experience with OTRS so I am scared to make any changes and don't know where to look. It works fine is the bottom line, it is just super slow. Any thoughts? -- This EMAIL was sent from a Linux (virus free) environment...

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customer entry for company to be valid
by Steve Clark 21 Dec '07

21 Dec '07

Hello List, Is there a way when entering a new customer contact to enforce the CustomerId be in the customer_company table. Thanks, Steve

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OTRS connect to OpenLDAP over ssl
by Kent Nasveschuk 21 Dec '07

21 Dec '07

Has anyone gotten OTRS to work over a secure connection to a OpenLDAP server? I've solved all the other problems I've run into, can't seem to get it to communicate on port 636. OS: CentOS 5 I followed some directions on this post but doesn't seem to work. http://osdir.com/ml/otrs.devel/2004-03/msg00011.html Suggestions would be appreciated. One other thing, if you do have it working, does anyone know if it will work on a Windows box? Kent

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[Fwd: Re: [otrs] OTRS 2.2.4 OpenLDAP authentication]
by Kent Nasveschuk 21 Dec '07

21 Dec '07

I have the authentication working to OpenLDAP but I don't have mapping attributes required by OTRS to LDAP attributes. Also I have I would like to have LDAP to OTRS communications over 636 not 389. How do I integrate the Net::LDAPs into Config.pm, in perl: $obj = Net::LDAPS->new("$ldap_servers",port=>$ldap_port,verify=>$verify,cafile=>$cafile); ?? Relevant section of Config.pm $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'mblauth01.mbl.edu'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=mbl,dc=edu'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'uid=search,ou=users,dc=mbl,dc=edu'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'secret'; $Self->{'AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'mblauth01.mbl.edu'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=users,dc=mbl,dc=edu'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'uid'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'uid=search,ou=users,dc=mbl,dc=edu'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'secret'; $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'mblauth01.mbl.edu', BaseDN => 'dc=mbl,dc=edu', SSCOPE => 'sub', UserDN => 'uid=search,ou=users,dc=mbl,dc=edu', UserPw => 'secret', }, CustomerKey => 'cn', CustomerID => '[customer_id]', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['cn', 'mail'], CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'cn', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'cn', 0, 1, 'var' ], ], }; } Kent

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Fwd: can't edit/delete users
by Jaroslaw Czarniak 21 Dec '07

21 Dec '07

Hi. I'm in Users managment section at http://localhost/otrs/index.pl?Action=AdminUser address and I can't see any of my users/agents: http://www.jarsat.pl/grafika/tmp/zrzut01.jpg while i have few created already. No errors, no suspicious system logs. Nothing. I'm new otrs user and I've no clue what to look for. -- Pozdrawiam Jarosław Czarniak Jarsat s.c. Kruczkowskiego 13F 80-288 jczarniak (at) jarsat (dot) pl tel. 0 58 741 77 02

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