February 2007 - otrs - OTRS mailing lists

Unique Customer Base
by Rebekah Hayes 16 Feb '07

16 Feb '07

Looking for recommendations on how to use OTRS most efficiently for our customer base. We offer services to hotels therefore we're looking for a way to do trouble ticketing by hotel and room. We have no need of First Name/Last Name for a customer. I thought about using Hotel Name, City for First Name, Last Name and the Account Number for the hotel as the ID but not sure where to integrate room numbers. Just installed the system for the first time so I'm trying to go through the documentation but was wondering if anyone had a similar setup or recommendations. Thanks R. Hayes

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Customer authentication against LDAP (AD)
by Jurgen De Vlieger 16 Feb '07

16 Feb '07

Hi everybody, I've been searching through the messages of this mailing list and tried several configurations before posting this. I'm test-running OTRS V2.1.5 on a windows server 2003 R2 in an AD environment Here's my problem: Whenever a customer tries to logon via the customer.pl it won't work (username or password error) In the logfile I get the following error: [Fri Feb 16 08:44:11 2007][Error][Kernel::System::CustomerAuth::LDAP::Auth][148] Search failed! Bad filter When I log in as an administrator and do a (customer) search it returns the expected result Below you'll find my config pm Thanks in advance for all help! Jurgen ---- # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # ---------------------------------------------------- # # $Self->{SessionUseCookie} = 0; # $Self->{CheckMXRecord} = 0; #------------------------------------------------------------------------ $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'srv-02.mydomain.be'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=mydomain, dc=be'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; # Check if the user is allowed to auth in a posixGroup # (e. g. user needs to be in a group xyz to use otrs) #$Self->{'AuthModule::LDAP::GroupDN'} = 'cn=otrsallow,ou=posixGroups,dc=mydomain,dc=be'; #$Self->{'AuthModule::LDAP: :AccessAttr'} = 'memberUid'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=OTRS, cn=Users, dc=mydomain, dc=be'; $Self->{'AuthModule::LDAP::SearchUserPw'} = '********'; # in case you want to add a suffix to each login name, then # you can use this option. e. g. user just want to use user but # in your ldap directory exists user@domain. #$Self->{'AuthModule::LDAP::UserSuffix'} = '@mydomain.be'; # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'srv-02.mydomain.be', # ldap base dn BaseDN => 'dc=mydomain, dc=be', # search scope (one|sub) SSCOPE => 'sub', # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'cn=OTRS, cn=Users, dc=mydomain, dc=be', UserPw => '********', AlwaysFilter => '', SourceCharset => 'utf-8', DestCharset => 'iso-8859-1', }, # customer uniq id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ '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' ], #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], #[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], };

1 0

Customer authentication against LDAP (AD)
by Jurgen De Vlieger 16 Feb '07

16 Feb '07

Hi everybody, I've been searching through the messages of this mailing list and tried several configurations before posting this. I'm test-running OTRS V2.1.5 on a windows server 2003 R2 in an AD environment Here's my problem: Whenever a customer tries to logon via the customer.pl it won't work (username or password error) In the logfile I get the following error: [Fri Feb 16 08:44:11 2007][Error][Kernel::System::CustomerAuth::LDAP::Auth][148] Search failed! Bad filter When I log in as an administrator and do a (customer) search it returns the expected result Below you'll find my config pm Thanks in advance for all help! Jurgen ---- # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # ---------------------------------------------------- # # $Self->{SessionUseCookie} = 0; # $Self->{CheckMXRecord} = 0; #------------------------------------------------------------------------ $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'srv-02.mydomain.be'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=mydomain, dc=be'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; # Check if the user is allowed to auth in a posixGroup # (e. g. user needs to be in a group xyz to use otrs) #$Self->{'AuthModule::LDAP::GroupDN'} = 'cn=otrsallow,ou=posixGroups,dc=mydomain,dc=be'; #$Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUid'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=OTRS, cn=Users, dc=mydomain, dc=be'; $Self->{'AuthModule::LDAP::SearchUserPw'} = '********'; # in case you want to add a suffix to each login name, then # you can use this option. e. g. user just want to use user but # in your ldap directory exists user@domain. #$Self->{'AuthModule::LDAP::UserSuffix'} = '@mydomain.be'; # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'srv-02.mydomain.be', # ldap base dn BaseDN => 'dc=mydomain, dc=be', # search scope (one|sub) SSCOPE => 'sub', # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'cn=OTRS, cn=Users, dc=mydomain, dc=be', UserPw => '********', AlwaysFilter => '', SourceCharset => 'utf-8', DestCharset => 'iso-8859-1', }, # customer uniq id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ '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' ], #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], #[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], };

1 0

More info on customer notifications in queue view
by Joe Fusco 15 Feb '07

15 Feb '07

I did some testing and discovered the following: 1. Create ticket using Email-Ticket button 2. Open ticket and change owner 3. Owner notification is visible in Queue view instead of original text It does not do it for tickets submitted via email or created using the Phone-Ticket button. Any suggestions? I am running OTRS 2.0.4 on Open SuSE 10.1 Thanks Joe Fusco Network Manager Ocean Dental Corporate Headquarters Stillwater, OK Email: joe.fusco(a)oceandental.net Customer Service: The state of voluntary subjection to a customer, the condition of being bound to service.

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Migrate OTRS to another server (Win server 2k3 R2)
by Jurgen De Vlieger 15 Feb '07

15 Feb '07

Hi everybody, I've been test running the installation on a test server here at work (Windows server 2003 R2). We'd like to use it in production but it should be moved to another (virtual) server. Can anyone tell me how I'd best do the move? I eventually can create a new virtual server with the same name of the test server if that would help. Thanks in advance Jurgen

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Anyone able to amend ticket, not just owner
by David Pollard 15 Feb '07

15 Feb '07

Is it possible for anyone to amend a ticket and not just the owner ? Thanks dp -- David Pollard MCSE MCNE RHCE RHCX MCT MCNI Service Delivery Manager 0191-442-0249 07841-664272

1 0

Ownership / Responsibility
by David Pollard 15 Feb '07

15 Feb '07

Does anyone know of a way of setting both ownership and responsibility at the same time ? Thanks dp -- David Pollard MCSE MCNE RHCE RHCX MCT MCNI Service Delivery Manager 0191-442-0249 07841-664272

1 0

Feature question
by Jim McBurnett 15 Feb '07

15 Feb '07

Hello, We have a beta of the OTRS software running, and someone has asked if we can create a customer data file in the program. IE; Customer XYZ- System overview- Site information contract dates etc. It is more than just a few lines, and in some cases as much as 2 or 3 pages of text. Is there a way to do this? Thanks, jim

1 0

Module not found error on creating new customer user
by Keith Turner 15 Feb '07

15 Feb '07

Using OTRS 2.0.3 on Windows2003 server Using customer.pl web page a new user can create an account and have a password mailed to them sucessfully. We tried today to create a new customer from the phone ticket in the administration console and it failed. Our steps were 1. Phone-ticket selected from top menubar 2. Customer links selected from the options line 3. In pop up window new customer information added 4. Customer is added to DB (confirmed using MySQL Query Browser) 5. In pop up window the error below is displayed Error: Module '' not found! Comment: Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.6 OS: MSWin32 Time: Wed Jan 10 10:20:49 2007 Message: Module '' not found! Traceback (3344): Module: Kernel::Modules::AdminCustomerUser::Run (v1.37 ) Line: 270 Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 651 Module: ModPerl::ROOT::ModPerl::Registry::D_3a_OTRS_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.80) Line: 203 Module: ModPerl::RegistryCooker::run (v1.80) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 The same error message happens when you create a new customer in the "Customer" page in the admin tool. The user is created, but it seems to fail on the email. It look like there is something missing, but not sure what. Any help appreciated. Keith

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Customer Replies dont get appended in the ticket
by Amit Jain 15 Feb '07

15 Feb '07

Hello, Can the customer directly reply to the ticket via email instead of using customer interface.? If yes what settings are to be done. Regards, Amit Jain

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