May 2007 - otrs - OTRS mailing lists

Client ID and Access to tickets
by Matas Labasauskas 30 May '07

30 May '07

Hello, I'm using Company tickets button and it's working perfectly. How may i let for one user see all company tickets composed by his colleagues, but at the same time provide no access for colleagues to see his tickets? I tried to leave all of customer ID's which needs to be seen in CustomersIDs field of this user, which must have full access to all tickets and delete it's ID from every colleagues CustomersIDs fields. After this nobody could see any tickets, "Company tickets" doesnt work. thanks a lot -- Matas

1 2

Add view to specific queue for specific customer in customer interface
by Guillaume Rehm 30 May '07

30 May '07

Hi list, I want to add a link in customer navigation bar (in customer interface) that allow customer (for a specific group) to manage tickets (for a specific queue). I use System Configuration, Ticket -> Frontend::Customer::ModuleRegistration and CustomerFrontend::Module###CustomerTicketOverView: to add a new link in the navigation bar. But, I don't have to good URL to view only tickets from the specific queue. Have you any idea ? Is it the good way to do that ? Thanks in advance and Best Regards, -- Guillaume REHM Centre de Ressources Informatiques Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 43 fax: 03 88 25 28 03 mail: guillaume.rehm(a)bnu.fr web: http://www.bnu.fr

1 0

OTRS loses Google Groups messages threads
by Federico Zaina 29 May '07

29 May '07

2 1

dtl:block:TicketFreeText
by Arnold, Andrew 29 May '07

29 May '07

Hi People, does anyone know if it is possible to show the ticket free text section on the AgentTicketPhone.dtl - I have added the following onto this but it does not appear, am I doing something wrong?  <tr> <td colspan="2" class="contentkey">$Data{"TicketFreeKeyField"}:</td> <td class="contentvalue">$Data{"TicketFreeTextField"}</td> </tr>  which as far as I can tell calls the free text fields. Is it unable to do this because at the time there is no Ticket created? Thanks <mailto:andrew.arnold@hammondsdirect.com> This message is confidential and may be legally privileged or otherwise protected from disclosure. If you are not the intended recipient, please telephone or email the sender and delete this message and any attachment from your system; you must not copy or disclose the contents of this message or any attachment to any other person. Copyright in documents created by or on behalf of this firm remains vested in the firm, and we assert our moral rights, unless the terms of our relevant client's engagement provide otherwise. HammondsDirect is regulated in the United Kingdom by the Law Society. The partners in the firm are either solicitors or registered foreign lawyers and a list of their names and professional qualifications can be inspected at Pennine House, Well Street, Bradford, BD1 5NU. This e-mail has been scanned for all viruses on behalf of HammondsDirect by Integralis e:scan.

2 2

OTRS 2.2b3 on Win XP Pro: Apache crashes when attaching big file
by Branislav.Dobrodolac＠t-systems.com 29 May '07

29 May '07

Hi all, when I try to append a rather big attachment, e.g. 17MB, Apache causes the page file to grow until it crashes with a memory fault. However, with a smaller attachment, e.g. 5MB, there is no crash but the file is not appended either. Therefore, I have tried to modify the value of MySQL variable "max_allow_packet" for testing purposes but it did not help. However, I do not know how to determine if my change has been accepted at all. Furthermore, in a second attempt, I have set option "Kernel::System::Ticket::ArticleStorageFS" in ticket.xml, but it did not remove the malfunction either. Do I something wrong or is this strange behavior a bug? Kind regards Branislav Dobrodolac

1 0

Transfom a ticket into a follu-up: is it possible?
by Gabriele D'Andrea 28 May '07

28 May '07

Hi there, I'd like to know if it's possible to transfer a newly created ticket into a follwup for an existing ticket. I've tried with the Merge feature: now the tickets are merged, but each still preserving their own ticket number. I try to explain better: I have merged 4 tickets, and that's ok, but in the queue, I still find the 4 tickets, only if I click on one of them, I notice that they are merged in a single request. What I'd like to obtain, instead, is to have only one ticket shown in the ticket queue. How is it possible to achieve that? Thanks a lot Gabriele D'Andrea

2 1

Ticket owner's address instead of queue address in ticket replies
by Sasa Brankovic 28 May '07

28 May '07

Hi, is there a way to have the ticket owner's address appear in From field, when composing an answer instead of the queue's system address? In our organisation we would very much prefer it that way. Thanks, Saša Branković -- Tourist Agency "Adriatic.hr" Washingtonova 5, 21000 Split, Croatia Web: http://www.adriatic.hr Tel: +385 21 314-888 Fax: +385 21 314-889 GSM: +385 91 23-456-44 E-mail: info(a)adriatic.hr

1 0

Limiting OTRS to accept email only fomr authorized customers
by kekieres＠arsystel.com 28 May '07

28 May '07

Hi all, I've already installed and played a bit with OTRS and my system is up and running, taking the customer from an external DB where our authorized customer date (i.e his email) is stored. Now I'm wondinrg how to do to make OTRS filter the incoming emails depending on the "from" of an email. In fact, what I exactly want to do is to accept emails only from my authorized customers. I believe is quite useful to avoid spam and also to limit the access to the service to authorized customers. I've been having a look to Postmaster filters but it seems that it will not be possible because I can set a filter to parse the "from" of an email searching for an regex that I've to prepare in advance. Then depending on the regex match the email will be direct to an specific queue. But I would like to parse the "from" and then look up in the DB for this email and if there is a match then forward to a queue. And the point is also, how this will work with follow-up tickets? As far as I've understood follow-up mails are "detected" before the PostMaster filters are applied, so in the case I set-up a filter like the one I need, if somebody send an email with a correct ticket number, the email will be processed directly to the existing ticket, or will it be first processed by PostMaster Filter? I'm a bit confused with that. It seems to me that it's a bit tricky to hardening OTRS in order to accept emails only from authorized customer emails. Anyone can share his experience and solutions? Thanks, Rafa.

1 0

Sync bind failed!
by Warren Howard 27 May '07

27 May '07

Dear all, I'm still facing problems configuring LDAP authentication for agent login. Below is my earlier post to this list, which describes the problem in detail. In addition I have also tried switching from a Postgresql data base to a MySQL database, but still I'm getting the same error. Any suggestions, hints or tips, things to try as to why the sync bind is failing would be very welcome. Thanks, Warren. ---- Earlier Post I'm trying to set up OTRS 2.1.5 with Apache 2.0.58, mod_perl 2.0.3 and Postgresql 8.0.12 on a Gentoo Linux system. The area I'm having trouble with is the LDAP agent authentication. Please note that previously I have successfully set up OTRS 2.0 with LDAP agent authentication, the only real difference besides the OTRS version is that last time I used FastCGI and this time I'm using mod_perl. The problem I'm facing is that when I try and log in to OTRS as an LDAP user for the first time I get the error "Panic! No UserData!!" on screen and in the Apache log error I see is : ERROR: OTRS-CGI-1 Perl: 5.8.8 OS: linux Time: Wed May 23 11:58:27 2007 Message: Sync bind failed! No password, did you mean noauth or anonymous ? Traceback (12298): Module: Kernel::System::Auth::LDAP::Auth (v1.29) Line: 257 Module: Kernel::System::Auth::Auth (v1.20) Line: 116 Module: Kernel::System::Web::InterfaceAgent::Run (v1.17.2.1) Line: 201 Module: ModPerl::ROOT::ModPerl::Registry::var_www_otrs_2enaturesoft_2enet_otrs_2d2_2e1_2e5_bin_cgi_2dbin_index_2epl::han dler (v) Line: 47 Module: (eval) (v1.81) Line: 204 Module: ModPerl::RegistryCooker::run (v1.81) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 The relevant section from my Config.pm looks like this : # Here goes the LDAP config!! $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = '127.0.0.1'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=naturesoft,dc=net'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; # Some additonal LDAP options, for directories that don't allow anonymous access. # $Self->{'AuthModule::LDAP::SearchUserDN'} = ''; # $Self->{'AuthModule::LDAP::SearchUserPw'} = ''; $Self->{'AuthModule::LDAP::AlwaysFilter'} = '(objectclass=inetOrgPerson)'; # Some compulsory LDAP settings. $Self->{'AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; # LDAP to DB sync!! # UserSyncLDAPMap # (map if agent should create/synced from LDAP to DB after login) $Self->{UserSyncLDAPMap} = { # DB -> LDAP Firstname => 'givenName', Lastname => 'sn', Email => 'mail', }; # UserSyncLDAPGroups # (If "LDAP" was selected for AuthModule, you can specify # initial user groups for first login.) $Self->{UserSyncLDAPGroups} = [ 'users', ]; # UserTable $Self->{DatabaseUserTable} = 'system_user'; $Self->{DatabaseUserTableUserID} = 'id'; $Self->{DatabaseUserTableUserPW} = 'pw'; $Self->{DatabaseUserTableUser} = 'login'; On the LDAP server I can see in the logs a successful anonymous bind and search for full "dn" followed by another bind that authenticates with the full "dn" and then that's it. No further bind to search for the user data. May 22 13:48:19 [slapd] conn=150791 fd=153 ACCEPT from IP=192.168.0.212:43718 (IP=192.168.10.1:636)_ May 22 13:48:19 [slapd] conn=150791 fd=153 TLS established tls_ssf=256 ssf=256_ May 22 13:48:19 [slapd] conn=150791 op=0 BIND dn="" method=128_ May 22 13:48:19 [slapd] conn=150791 op=0 RESULT tag=97 err=0 text=_ May 22 13:48:19 [slapd] conn=150791 op=1 SRCH base="dc=naturesoft,dc=net" scope=2 deref=2 filter="(&(uid=warren_h)(objectClass=inetOrgPerson))"_ May 22 13:48:19 [slapd] conn=150791 op=1 SEARCH RESULT tag=101 err=0 nentries=1 text=_ May 22 13:48:19 [slapd] conn=150791 op=2 BIND dn="uid=warren_h,dc=naturesoft,dc=net" method=128_ May 22 13:48:19 [slapd] conn=150791 op=2 BIND dn="uid=warren_h,dc=naturesoft,dc=net" mech=SIMPLE ssf=0_ May 22 13:48:19 [slapd] conn=150791 op=2 RESULT tag=97 err=0 text=_ May 22 13:48:19 [slapd] conn=150791 op=3 UNBIND_ May 22 13:48:19 [slapd] conn=150791 fd=153 closed_ Note that if I use the root@localhost id and create matching username entry in OTRS then I am able to log in as that user when using LDAP agent authentication. I'm completely stumped at this point, any suggestions, hints or tips will be very welcome. Thanks, Warren.

1 0

Selecting all messages in Junk queue?
by Mike Dent 25 May '07

25 May '07

Hi, how can I select all mesages in a queue so I can perform bulk action on them? Surely I dont have to go to each message, tick the box, click OK before they are selected? thanks Mike

2 1