December 2007 - otrs - OTRS mailing lists

Nils ------->syncuser_csv2otrs.pl
by Maurice James Ny 21 Dec '07

21 Dec '07

He Nils I saw your name in this file syncuser_csv2otrs.pl it might be coincidence, but do you know how to get this file to work for customer users and not just agents? This will be a great help if anyone knows how. <snip> #!/usr/bin/perl -w # -- # syncuser_csv2otrs.pl - sync csv user list or otrs # Copyright (C) 2001-2006 OTRS GmbH, http://otrs.org/ # -- # $Id: syncuser_csv2otrs.pl,v 1.2 2006/10/03 14:34:47 mh Exp $ # -- # This program is free software; you can redistribute it and/or modify # it under the terms of the GNU General Public License as published by # the Free Software Foundation; either version 2 of the License, or # (at your option) any later version. # # This program is distributed in the hope that it will be useful, # but WITHOUT ANY WARRANTY; without even the implied warranty of # MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the # GNU General Public License for more details. # # You should have received a copy of the GNU General Public License # along with this program; if not, write to the Free Software # Foundation, Inc., 59 Temple Place, Suite 330, Boston, MA 02111-1307 USA # -- # example of csv file (0;1;2;...) # [...] # me1;me1(a)example.com;Nils;Example;somepass;Mr.; # [...] </snip>

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The system crashes
by Antonio Sarmiento 21 Dec '07

21 Dec '07

Hi, I´m using win32 OTRS 2.2.4 but I´m having problem with the system because sometimes it don´t respond. Normally it respond quickly but in this cases the screen looks like it is waiting for response but it never comes.(hung up !! ) I have to restart the system (with de restart batch file) and then begin to work again ?? Somebody have this problem ?? What can I do ?? Somebody could help me ? Thanks Antonio Sarmiento

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Notification due to new ticket don`'t work
by Antonio Sarmiento 21 Dec '07

21 Dec '07

Hi, I´m using win32 otrs 2.2.4 but I`m having problems with this notification, the preferes is is yes, and the queues are selected. When I create a new ticket , the notification does not appear ?? Additional the new message button in the navigation bar don´t increase the number ?? Somebody know why may be that ?? Thanks Antonio

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Frederic Fraudeau/FR/Schneider est absent(e).
by frederic.fraudeau＠fr.schneider-electric.com 21 Dec '07

21 Dec '07

Je serai absent(e) à partir du 21/12/2007 de retour le 07/01/2008. Bonjour, Je suis actuellement absent et serai de retour le 07/01/08 à mon bureau. Je consulterai cependant mes mails journalièrement. Pour toute question technique urgente, merci d'ouvrir un ticket OTRS à l'adresse "http://support.ilevo.com/customer" ou de de contacter le Support Technique Ilevo : +33 4 76 60 50 00 Pour toutes autres éléments, merci de contacter Alice Avila au : +33 4 76 60 54 05 Hello I'm currently out of office and I will be back on 07/01/08. However I will check my emails every day. For all urgent technical question, please open an OTRS ticket using the following address "http://support.ilevo.com/customer" or contact the Ilevo Technical Support : +33 4 76 60 50 00 For any other request, please contact Alice Avila: +33 4 76 60 54 05

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LDAP support
by Abhinav Modi 21 Dec '07

21 Dec '07

Hi folks, We are trying out otrs for our work assignment, and trying to get LDAP support working. Using the help pages, I was able to get users authenticated when they have been added as users previously. However, we would like new users to authenticate automatically, without having to manually add them. Is this possible ? Any pointers on how to get this working ? Thanks ! Abhinav

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OTRS 2.2.4 OpenLDAP authentication
by Kent Nasveschuk 20 Dec '07

20 Dec '07

Hello, I read some posts about connecting OTRS to LDAP/AD on the backend for authentication. I haven't gotten this to work yet. System is CentOS5. What I have in Config.pm is: $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'} = 'cn'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'uid=searchuser,ou=users,dc=mbl,dc=edu'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'secret'; $Self->{'AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; Apache error logs: [Thu Dec 20 15:28:49 2007] [error] [client 127.0.0.1] Global symbol "$Self" requires explicit package name at /opt/otrs/bin/cgi-bin/../../Kernel/Config.pm line 110. [Thu Dec 20 15:28:49 2007] [error] [client 127.0.0.1] Global symbol "$Self" requires explicit package name at /opt/otrs/bin/cgi-bin/../../Kernel/Config.pm line 111. [Thu Dec 20 15:28:49 2007] [error] [client 127.0.0.1] Global symbol "$Self" requires explicit package name at /opt/otrs/bin/cgi-bin/../../Kernel/Config.pm line 112. [Thu Dec 20 15:28:49 2007] [error] [client 127.0.0.1] Compilation failed in require at /opt/otrs/bin/cgi-bin/../../Kernel/System/Web/InterfaceAgent.pm line 21. [Thu Dec 20 15:28:49 2007] [error] [client 127.0.0.1] BEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/../../Kernel/System/Web/InterfaceAgent.pm line 21. [Thu Dec 20 15:28:49 2007] [error] [client 127.0.0.1] Compilation failed in require at /opt/otrs/bin/cgi-bin/index.pl line 41. [Thu Dec 20 15:28:49 2007] [error] [client 127.0.0.1] BEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/index.pl line 41. [Thu Dec 20 15:28:49 2007] [error] [client 127.0.0.1] Premature end of script headers: index.pl Any suggestions? Kent

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using https
by Steve Clark 20 Dec '07

20 Dec '07

Hello List, Does anyone have documentation on the steps necessary to use https for OTRS. I saw in sysconfig an option for https - but I know changes have to be made in the apache config as well as making a certificate. Any help would be appreciated. Thanks, Steve

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OTRS ignores the ticket users replies
by Denis Julien 20 Dec '07

20 Dec '07

Dear all, I got a problem before an upgrade of my otrs system from 1.3 to 2.1.7. Here's after the phenomen by steps: 1) A client sends a mail to otrs system in order to create ticket : there no problem for that. 2) Into thi ticket, the agent respond to sender writing response : OK 3) The client received the response from the otrs system : OK 4) The client responds from this mail (including the ticket number in the mail subject) : BUT nevertheless the response does not increase the original ticket, I don't where went the respond. It is lost. I think that I forgot to do some things after my upgrade. Any Ideas ? Thanks in advance for your help Best regards Denis JULIEN

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Once again :-) CentOS 4.x and OTRS :)
by bradis 20 Dec '07

20 Dec '07

Hello! Dear friends, again several "stupid" problems with OTRS, used several ways to install 1. tried to use http://howtoforge.com/otrs_centos4.4 several troubles that we all knew already, but then just added repository ( in maillist were several comments ) and used : yum install otrs - it is ok. 2. but after I tried to restart http -> always error like this -> [Wed May 09 19:07:27 2007] [error] GATEWAY_INTERFACE not Perl! at /opt/otrs/scripts/apache2-perl-startup.pl line 5.\nCompilation failed in require at (eval 2) line 1.\n [Wed May 09 19:07:27 2007] [error] Can't load Perl file: /opt/otrs/scripts/apache2-perl-startup.pl for server XXXservernameXXX:80, exiting... Any ideas colleagues? VBrgs!

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Escalations
by Dan Knoblauch 20 Dec '07

20 Dec '07

I am wondering if there's a way to have ticket escalation notifications sent to an alternate email address that could trigger a pager? We have SLAs that need to be considered with incoming new tickets and if a ticket is not worked on within a specified amount of time it needs to notify an alternate administrator to respond to the issue. I have been unable to determine whether this is possible or not. Can anyone provide any assistance please? Thanks, Dan Knoblauch.

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