February 2007 - otrs - OTRS mailing lists

RE: [otrs] Customer Authentication to AD
by Salvador Manzo 19 Feb '07

19 Feb '07

What does the otrs.log list as occurring? It will be in \otrs\var\ -----Original Message----- From: "Peter Berkhout" <PeterBerkhout(a)openschoolgemeenschapbijlmer.nl> To: "otrs(a)otrs.org" <otrs(a)otrs.org> Sent: 2/19/2007 1:22 PM Subject: [otrs] Customer Authentication to AD L.S. I would like to use my existing AD/ldap for Customer Authentication. In the documentation I cannot find a way to achieve this. I Configured the following (from ZZZAuto.pm): $Self->{'SecureMode'} = 1; $Self->{'SystemID'} = 13; $Self->{'FQDN'} = 'pb001-n01.osb.edunet'; $Self->{'AdminEmail'} = 'otrsadministrator(a)openschoolgemeenschapbijlmer.nl'; $Self->{'Organization'} = 'Open Schoolgemeenschap Bijlmer'; $Self->{'DefaultLanguage'} = 'nl'; $Self->{'LogModule'} = 'Kernel::System::Log::File'; $Self->{'LogModule::LogFile'} = 'C:/OTRS/otrs/var/log/otrs.log'; delete $Self->{'SendmailModule::Port'}; delete $Self->{'Package::RepositoryList'}; $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'ldap.openschoolgemeenschapbijlmer.nl'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=osb,dc=edunet'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=otrsldap,ou=users,dc=osb,dc=edunet'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'xxxxxxxx'; $Self->{'1'} = 1; A similar setup works for our ELO (moodle) so I know that the ldapauthenticationsetup works. (password crippled in this mail) With this configuration I expected that everybody that gets authenticated via AD can login as customer. I cannot get any userid to properly login on http://localhost/otrs/customer.pl Not even when I create a customer with the same credentials as in AD via the admin module. I am obviously missing something. Can someone please shed a light on this for me please? Thanks in advance, Peter Berkhout.

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Customer Authentication to AD
by Peter Berkhout 19 Feb '07

19 Feb '07

L.S. I would like to use my existing AD/ldap for Customer Authentication. In the documentation I cannot find a way to achieve this. I Configured the following (from ZZZAuto.pm): $Self->{'SecureMode'} = 1; $Self->{'SystemID'} = 13; $Self->{'FQDN'} = 'pb001-n01.osb.edunet'; $Self->{'AdminEmail'} = 'otrsadministrator(a)openschoolgemeenschapbijlmer.nl'; $Self->{'Organization'} = 'Open Schoolgemeenschap Bijlmer'; $Self->{'DefaultLanguage'} = 'nl'; $Self->{'LogModule'} = 'Kernel::System::Log::File'; $Self->{'LogModule::LogFile'} = 'C:/OTRS/otrs/var/log/otrs.log'; delete $Self->{'SendmailModule::Port'}; delete $Self->{'Package::RepositoryList'}; $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'ldap.openschoolgemeenschapbijlmer.nl'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=osb,dc=edunet'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=otrsldap,ou=users,dc=osb,dc=edunet'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'xxxxxxxx'; $Self->{'1'} = 1; A similar setup works for our ELO (moodle) so I know that the ldapauthenticationsetup works. (password crippled in this mail) With this configuration I expected that everybody that gets authenticated via AD can login as customer. I cannot get any userid to properly login on http://localhost/otrs/customer.pl Not even when I create a customer with the same credentials as in AD via the admin module. I am obviously missing something. Can someone please shed a light on this for me please? Thanks in advance, Peter Berkhout.

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Help with Installation Issues
by Jorge Alanís 19 Feb '07

19 Feb '07

Hello, Im new to the list. Im having some issues with the windows installation. It works in local. But when I try to login via web, I cannot pass through the login page (the login page loads, but I dont get an answer after pressing submit). Do you know if some extra configuration is needed? Thanks in advance, Jorge S. Alanís Garza -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.441 / Virus Database: 268.18.1/690 - Release Date: 2/16/2007 2:25 PM

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Custom Tickets
by Chad Roth 19 Feb '07

19 Feb '07

Hi, Does anyone know if there is a way to create custom tickets? If so how? More specifically I want to create custom tickets for each queue. Is this possible? I.e one ticket for operations, another for developers, sales, etc. Any help is greatly appreciated. Thanks, Chad

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mysql check found corrupt table
by Martin Rodriguez 19 Feb '07

19 Feb '07

Hi. Can anyone explain to me the following message?. How can this affect my system?. Is any way to solve this?. Thanks in advance. otrs2.article warning : 1 client is using or hasn't closed the table properly otrs2.article_plain warning : 1 client is using or hasn't closed the table properly otrs2.auto_response warning : 1 client is using or hasn't closed the table properly otrs2.customer_preferences warning : 1 client is using or hasn't closed the table properly otrs2.customer_user warning : 1 client is using or hasn't closed the table properly otrs2.group_customer_user warning : 1 client is using or hasn't closed the table properly otrs2.process_id warning : 1 client is using or hasn't closed the table properly otrs2.queue_auto_response warning : 1 client is using or hasn't closed the table properly otrs2.sessions warning : 1 client is using or hasn't closed the table properly otrs2.system_user warning : 1 client is using or hasn't closed the table properly otrs2.ticket warning : 1 client is using or hasn't closed the table properly otrs2.ticket_history warning : 1 client is using or hasn't closed the table properly otrs2.ticket_loop_protection warning : 1 client is using or hasn't closed the table properly otrs2.user_preferences warning : 1 client is using or hasn't closed the table properly Improperly closed tables are also reported if clients are accessing the tables **now**. A list of current connections is below. +----+------------------+-----------+----+---------+------+-------+------------------+ | Id | User | Host | db | Command | Time | State | Info | +----+------------------+-----------+----+---------+------+-------+------------------+ | 5 | debian-sys-maint | localhost | | Query | 0 | | show processlist | +----+------------------+-----------+----+---------+------+-------+------------------+ Uptime: 2 Threads: 1 Questions: 96 Slow queries: 0 Opens: 88 Flush tables: 1 Open tables: 64 Queries per second avg: 48.000

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RE: [otrs] Move Permission
by Dave Wojciechowski 17 Feb '07

17 Feb '07

move, now that was hard, just incase anyone else needed this. ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Dave Wojciechowski Sent: Saturday, February 17, 2007 2:37 PM To: User questions and discussions about OTRS.org Subject: [otrs] Move Permission Can anyone tell me the permission that is used by default on queue change, what i'm trying to do is get the postmaster queue setup so no work can be done in that queue it must be moved to a new queue Thanks I'm Wojo

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Move Permission
by Dave Wojciechowski 17 Feb '07

17 Feb '07

Can anyone tell me the permission that is used by default on queue change, what i'm trying to do is get the postmaster queue setup so no work can be done in that queue it must be moved to a new queue Thanks I'm Wojo

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PGP trouble
by Alex Mihicinac 16 Feb '07

16 Feb '07

Hi all, I'm trying to enable PGP in OTRS. First step, sending signed mails out of the OTRS is working ok. The problem occurs when signed mail arrives into OTRS. Then I get this error: ------- *From:* someone(a)elswhere.com *To:* me(a)office.com *Subject:* test *Created:* 16.02.2007 11:45:52 *Signed:* gpg: no valid OpenPGP data found. gpg: the signature could not be verified. Please remember that the signature file (.sig or .asc) should be the first file give[..] *Attachment:* file-1 Download <http://rogla.arnes.si/otrs/index.pl?Action=AgentTicketAttachment&ArticleID=…> 242 Bytes file-2 Download <http://rogla.arnes.si/otrs/index.pl?Action=AgentTicketAttachment&ArticleID=…> 1 Bytes 0xEC03BF73.asc Download <http://rogla.arnes.si/otrs/index.pl?Action=AgentTicketAttachment&ArticleID=…> 1.3 KBytes -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 test -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (MingW32) iD8DBQFF1YutL0/a2OwDv3MRAv3wAKC5Y3EbskRMDCYC8cNwaD/l0e4g3gCgg7tM t9z0OvlQU0ukcqI2MGYGp4w= =1+HZ -----END PGP SIGNATURE----- ------- The mail has sender's public key (.asc) attached and signature (.sig) and I have sender's public key in my key-ring. What could be the cause for this kind of behaviour? TIA & Best regards, Alex

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OTRS @ Service Desk & IT Support Show?
by Alex Mihicinac 16 Feb '07

16 Feb '07

Hi all, I'm wondering if OTRS Team is going to exhibit at Service Desk & IT Support Show (http://www.servicedeskshow.com/)? Best regards, Alex

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Agent - Owner Notification
by kobus＠barnard.za.org 16 Feb '07

16 Feb '07

Hi list I've searched the archives and although this seems like a fairly common issue I was unable to find any answers. We're running OTRS v. 2.1.2, the OTRS interface provides notification options for 'New ticket', 'Follow up', 'Ticket lock timeout' and 'Move notification' in user preferences. In our scenario we have teams, each team has a 'Team Leader' and the team is assigned to a queue. When a ticket arrives in a queue the Team Leader receives a notification by means of the standard notification options provided (new ticket notification or move ticket notification) which is working fine, we don't want to notify the whole team every time a new ticket arrives so only the team leader gets notified. The problem is that when the team leader makes someone else in the queue the owner of a ticket, the new owner should be notified. The standard notification options does not allow this, either you receive a notification along with the team leader or you don't receive any notification at all, not even when you're assigned ownership. Is there a config option for doing this? On http://dev.otrs.org/1.3/Kernel/System/Ticket.html I read about: "OwnerSet() to set the ticket owner (notification to the new owner will be sent) $TicketObject->OwnerSet( TicketID => 123, NewUserID => 555, UserID => 213, );" But I'm not sure how to put this to use. Any help will be very much appreciated. Thank you Kobus

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