May 2007 - otrs - OTRS mailing lists

RE: [otrs] Active Directory Authentication
by Sune T. Tougaard 21 May '07

21 May '07

Looks like it doesn't like the "," in the name. Or perhaps the single escape. At least i can get it to produce the same error if i put a "," in my name. Don't know what to do about that, other than removing them. Not really a solution, though. -- /Sune _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Benedick, Jason Sent: 21. maj 2007 23:13 To: User questions and discussions about OTRS.org Subject: RE: [otrs] Active Directory Authentication The DNs are correct I've verified them in the AD. I copied the pasted both DNs directly from the program LDP.exe. Jason R. Benedick Workstation Technician Thaddeus Stevens College of Technology (717) 391-6957 From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sune T. Tougaard Sent: Monday, May 21, 2007 4:52 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Active Directory Authentication Hm, that error message... Don't know if it's because of "cleaning" before publication of your config, but one thing that comes to mind, is that the default "Users" container is just that: A container. Not an OU. So, yet another suggestion: Change the "OU" to "CN" in the lines: $Self->{'AuthModule::LDAP::BaseDN'} = 'OU=users,dc=example,dc=org'; and $Self->{'AuthModule::LDAP::GroupDN'} = 'CN=otrs,OU=users,DC=example,DC=org'; -- /Sune _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Benedick, Jason Sent: 21. maj 2007 21:51 To: User questions and discussions about OTRS.org Subject: RE: [otrs] Active Directory Authentication I'm getting this error: May 21 15:30:05 websvr OTRS-CGI-10[21731]: [Notice][Kernel::System::Auth::LDAP::Auth] User: benedick authentication failed, no LDAP group entry foundGroupDN='CN=otrs,OU=users,DC=example,DC=org', Filter='(member=CN=Benedick\, Jason,OU=users,DC=example,DC=org)'! Jason R. Benedick Workstation Technician Thaddeus Stevens College of Technology (717) 391-6957 From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sune T. Tougaard Sent: Monday, May 21, 2007 10:53 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Active Directory Authentication Any details in the logfile? Also, i don't think that nested groups works, so the members has to be "direct" members of the group. -- /Sune _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Benedick, Jason Sent: 21. maj 2007 15:18 To: User questions and discussions about OTRS.org Subject: RE: [otrs] Active Directory Authentication Adding that line doesn't solve the problem I'm having. Thanks, Jason R. Benedick Workstation Technician Thaddeus Stevens College of Technology (717) 391-6957 From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sune T. Tougaard Sent: Monday, May 21, 2007 5:10 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Active Directory Authentication Hi Jason, Same authentication setup here, and i think that i might have experienced something like this. Try adding this line to the config: $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; I think that the otrs default setting is: $Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUid'; And that's not quite what the AD LDAP has to offer. As for the host failover, i don't know if you can use multiple host names. I'm using just the domain name. That is: "example.org", and the DNS round-robins it. Not entirely failover, but better than nothing. -- /Sune _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Benedick, Jason Sent: 21. maj 2007 00:49 To: otrs(a)otrs.org Subject: [otrs] Active Directory Authentication I have active directory authentication working with the exception of the GroupDN for the admin interface. When I comment out the GroupDN and the UserAttr lines everything works fine again. We are running Windows Server 2003 on our DCs if that matters. $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'dc1.example.org'; $Self->{'AuthModule::LDAP::BaseDN'} = 'OU=users,dc=example,dc=org'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=LDAP\\, Linux,OU=Service Accounts,DC=example,DC=org'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'password'; $Self->{'AuthModule::LDAP::GroupDN'} = 'CN=otrs,OU=users,DC=example,DC=org'; $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; $Self->{UserSyncLDAPMap} = { #DB -> LDAP Firstname => 'givenName', Lastname => 'sn', Email => 'mail', }; Also while I'm asking can I put multiple DCs in under host for failover? IE can I do something like: $Self->{'AuthModule::LDAP::Host'} = 'dc1.example.org;dc2.example.org'; and will OTRS use dc2 if dc1 is down? Thanks, Jason R. Benedick Workstation Technician Thaddeus Stevens College of Technology

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RE: [otrs] Active Directory Authentication
by Sune T. Tougaard 21 May '07

21 May '07

Hm, that error message... Don't know if it's because of "cleaning" before publication of your config, but one thing that comes to mind, is that the default "Users" container is just that: A container. Not an OU. So, yet another suggestion: Change the "OU" to "CN" in the lines: $Self->{'AuthModule::LDAP::BaseDN'} = 'OU=users,dc=example,dc=org'; and $Self->{'AuthModule::LDAP::GroupDN'} = 'CN=otrs,OU=users,DC=example,DC=org'; -- /Sune _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Benedick, Jason Sent: 21. maj 2007 21:51 To: User questions and discussions about OTRS.org Subject: RE: [otrs] Active Directory Authentication I'm getting this error: May 21 15:30:05 websvr OTRS-CGI-10[21731]: [Notice][Kernel::System::Auth::LDAP::Auth] User: benedick authentication failed, no LDAP group entry foundGroupDN='CN=otrs,OU=users,DC=example,DC=org', Filter='(member=CN=Benedick\, Jason,OU=users,DC=example,DC=org)'! Jason R. Benedick Workstation Technician Thaddeus Stevens College of Technology (717) 391-6957 From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sune T. Tougaard Sent: Monday, May 21, 2007 10:53 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Active Directory Authentication Any details in the logfile? Also, i don't think that nested groups works, so the members has to be "direct" members of the group. -- /Sune _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Benedick, Jason Sent: 21. maj 2007 15:18 To: User questions and discussions about OTRS.org Subject: RE: [otrs] Active Directory Authentication Adding that line doesn't solve the problem I'm having. Thanks, Jason R. Benedick Workstation Technician Thaddeus Stevens College of Technology (717) 391-6957 From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sune T. Tougaard Sent: Monday, May 21, 2007 5:10 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Active Directory Authentication Hi Jason, Same authentication setup here, and i think that i might have experienced something like this. Try adding this line to the config: $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; I think that the otrs default setting is: $Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUid'; And that's not quite what the AD LDAP has to offer. As for the host failover, i don't know if you can use multiple host names. I'm using just the domain name. That is: "example.org", and the DNS round-robins it. Not entirely failover, but better than nothing. -- /Sune _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Benedick, Jason Sent: 21. maj 2007 00:49 To: otrs(a)otrs.org Subject: [otrs] Active Directory Authentication I have active directory authentication working with the exception of the GroupDN for the admin interface. When I comment out the GroupDN and the UserAttr lines everything works fine again. We are running Windows Server 2003 on our DCs if that matters. $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'dc1.example.org'; $Self->{'AuthModule::LDAP::BaseDN'} = 'OU=users,dc=example,dc=org'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=LDAP\\, Linux,OU=Service Accounts,DC=example,DC=org'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'password'; $Self->{'AuthModule::LDAP::GroupDN'} = 'CN=otrs,OU=users,DC=example,DC=org'; $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; $Self->{UserSyncLDAPMap} = { #DB -> LDAP Firstname => 'givenName', Lastname => 'sn', Email => 'mail', }; Also while I'm asking can I put multiple DCs in under host for failover? IE can I do something like: $Self->{'AuthModule::LDAP::Host'} = 'dc1.example.org;dc2.example.org'; and will OTRS use dc2 if dc1 is down? Thanks, Jason R. Benedick Workstation Technician Thaddeus Stevens College of Technology

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Selecting the Queues a user can see (New user question)
by tarallo＠ort.edu.uy 21 May '07

21 May '07

I fixed the troubles in my OTRS installation. Now, I'm trying to restrict the queues a customer can see. When a customer logs into I just want him to see the queues that are relevant for his or him. Can I achieve this? Thanks for your help. Andres -- A/P Andrés Tarallo

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RE: [otrs] Active Directory Authentication
by Sune T. Tougaard 21 May '07

21 May '07

Any details in the logfile? Also, i don't think that nested groups works, so the members has to be "direct" members of the group. -- /Sune _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Benedick, Jason Sent: 21. maj 2007 15:18 To: User questions and discussions about OTRS.org Subject: RE: [otrs] Active Directory Authentication Adding that line doesn't solve the problem I'm having. Thanks, Jason R. Benedick Workstation Technician Thaddeus Stevens College of Technology (717) 391-6957 From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sune T. Tougaard Sent: Monday, May 21, 2007 5:10 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Active Directory Authentication Hi Jason, Same authentication setup here, and i think that i might have experienced something like this. Try adding this line to the config: $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; I think that the otrs default setting is: $Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUid'; And that's not quite what the AD LDAP has to offer. As for the host failover, i don't know if you can use multiple host names. I'm using just the domain name. That is: "example.org", and the DNS round-robins it. Not entirely failover, but better than nothing. -- /Sune _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Benedick, Jason Sent: 21. maj 2007 00:49 To: otrs(a)otrs.org Subject: [otrs] Active Directory Authentication I have active directory authentication working with the exception of the GroupDN for the admin interface. When I comment out the GroupDN and the UserAttr lines everything works fine again. We are running Windows Server 2003 on our DCs if that matters. $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'dc1.example.org'; $Self->{'AuthModule::LDAP::BaseDN'} = 'OU=users,dc=example,dc=org'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=LDAP\\, Linux,OU=Service Accounts,DC=example,DC=org'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'password'; $Self->{'AuthModule::LDAP::GroupDN'} = 'CN=otrs,OU=users,DC=example,DC=org'; $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; $Self->{UserSyncLDAPMap} = { #DB -> LDAP Firstname => 'givenName', Lastname => 'sn', Email => 'mail', }; Also while I'm asking can I put multiple DCs in under host for failover? IE can I do something like: $Self->{'AuthModule::LDAP::Host'} = 'dc1.example.org;dc2.example.org'; and will OTRS use dc2 if dc1 is down? Thanks, Jason R. Benedick Workstation Technician Thaddeus Stevens College of Technology

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Role selection error
by Lair, Rich 21 May '07

21 May '07

Has anyone seen this error before? I can log in to my system, which authenticates to AD fine, but when I try to select a role I get an error (this is OTRS 2.1.4 w/SIRIOS running on Ubuntu 6.06 LTS): This is from the Apache2 error log file [Mon May 21 14:22:58 2007] [error] [client xxx.xxx.xxx.xxx] malformed header from script. Bad header=: index.pl, referer: http://xxxxx.xxxxx.com/otrs/index.pl?Action=AgentWorkingRoleSelection This is the actual error Web page: Server error! The server encountered an internal error and was unable to complete your request. Error message: malformed header from script. Bad header=: index.pl If you think this is a server error, please contact the webmaster <mailto:security@firstcommand.com> . Error 500 Any ideas/inputs? Thanx, Rich Lair STATEMENT OF CONFIDENTIALITY: The information contained in this message or any attachments to this message are intended only for the person(s) or entity to which it is addressed and may contain confidential and/or privileged material as well as being protected from disclosure. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is strictly prohibited. If you received this in error, please contact the sender immediately and delete the material from any computer.

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Query Archive
by Dehnert James Sr 21 May '07

21 May '07

Does this list have things like query of faq's archived somewhere? I have been trying to run a query that shows me how man hours a certain user has put in per week for billing, but so far I can't seem to get what i want out with the tools. I'm sure a straight sql query would b better, but I'm pretty new at sql myself. This kind of issue seems to me like one that may have been asked before. Of not, does anyone know what that query would look like? Thanks, Zeke -- James "Zeke" Dehnert mailto:jdehnert@norcalnetworks.com Phone: +1 707.546.6620 x602 Fax: +1 707.324.8043 "Life is racing, everything else is just waiting"

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Re: [otrs] Newbie question about the customer interface and how tochange its look.
by tarallo＠ort.edu.uy 21 May '07

21 May '07

Ulrick: Please look into chapter 12 of the Admin manual. Copy one of the excisiting themes, then customize it for your company. Andres > However, I have a bit of a problem with the customer web >> interface. It's working normaly, no problem with that, but it still reads >> "company name", "logo", etc. It does work, but it doesn't look >> professional >> for our users to log on on a screen that reads "company name" instead of the actual company name. >> >> The problem is, I have no idea how to change this. I've read the admin manual toroughly, but couldn't find anything related to changing the appearance of the customer interface. I tried to search by keywords in the >> sys admin panel, but couldn't find anything. Maybe I didn't use the good keywords, but I tried several (web, customer, interface, etc.). > > > -- > A/P Andrés Tarallo > -- A/P Andrés Tarallo -- A/P Andrés Tarallo

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RE: [otrs] Active Directory Authentication
by Sune T. Tougaard 21 May '07

21 May '07

Hi Jason, Same authentication setup here, and i think that i might have experienced something like this. Try adding this line to the config: $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; I think that the otrs default setting is: $Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUid'; And that's not quite what the AD LDAP has to offer. As for the host failover, i don't know if you can use multiple host names. I'm using just the domain name. That is: "example.org", and the DNS round-robins it. Not entirely failover, but better than nothing. -- /Sune _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Benedick, Jason Sent: 21. maj 2007 00:49 To: otrs(a)otrs.org Subject: [otrs] Active Directory Authentication I have active directory authentication working with the exception of the GroupDN for the admin interface. When I comment out the GroupDN and the UserAttr lines everything works fine again. We are running Windows Server 2003 on our DCs if that matters. $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'dc1.example.org'; $Self->{'AuthModule::LDAP::BaseDN'} = 'OU=users,dc=example,dc=org'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=LDAP\\, Linux,OU=Service Accounts,DC=example,DC=org'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'password'; $Self->{'AuthModule::LDAP::GroupDN'} = 'CN=otrs,OU=users,DC=example,DC=org'; $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; $Self->{UserSyncLDAPMap} = { #DB -> LDAP Firstname => 'givenName', Lastname => 'sn', Email => 'mail', }; Also while I'm asking can I put multiple DCs in under host for failover? IE can I do something like: $Self->{'AuthModule::LDAP::Host'} = 'dc1.example.org;dc2.example.org'; and will OTRS use dc2 if dc1 is down? Thanks, Jason R. Benedick Workstation Technician Thaddeus Stevens College of Technology

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GenericAgent.pl error
by Luca Martella 21 May '07

21 May '07

Dear all, it's been a few day that i find in the OTRS.LOG file an error: [Mon May 21 15:00:03 2007][Error][C:/OTRS/otrs/bin/GenericAgent.pl][100] Module 'Kernel::Config::GenericAgent' not found! How can I fix it? Thanks again Luca Martella luca.martella(a)unilabsrl.it 2007-05-21 [ # ] { @ }

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Newbie question about the customer interface and how to change its look.
by Ulrick FOSSARD 21 May '07

21 May '07

Hi everyone. The company I work for started to use OTRS a few days ago, and I'm in charge of setting the system up. I'll be the main contact for our users, so it seems natural to let me configure the tool I'll be working with. I'm still an OTRS newbie, but I can get what I need to work so far. So far, I have configured most of the things I need : queues, users, whatever. However, I have a bit of a problem with the customer web interface. It's working normaly, no problem with that, but it still reads "company name", "logo", etc. It does work, but it doesn't look professional for our users to log on on a screen that reads "company name" instead of the actual company name. The problem is, I have no idea how to change this. I've read the admin manual toroughly, but couldn't find anything related to changing the appearance of the customer interface. I tried to search by keywords in the sys admin panel, but couldn't find anything. Maybe I didn't use the good keywords, but I tried several (web, customer, interface, etc.). I would be very grateful if someone could give me a hint about how to proceed. I'm running out of ideas. Thanks in advance, Ulrick.

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