June 2007 - otrs - OTRS mailing lists

Company Logo in the header
by Jonathon 26 Jun '07

26 Jun '07

I have been trying to insert a image in the header portion of the css.dtl but the image is repeating even though I have the background-repeat set to no-repeat. Has anyone successfully done this?

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How to encrypt a normal password with MD5 or crypter to be valid in OTRS?
by pierre biais 26 Jun '07

26 Jun '07

Hello, I want to insert users into 'otrs.customer_user' but with my own identifiers so I used this php script http://tutorial.riehle-web.com/scripts/show.php?latest=md5crypt to convert a normal password into a md5 encrypted password as used by otrs authentication. Unfortunatelly, I can't generate valid md5 passwords for OTRS, if anyone could help me to understand why, I will be very grateful to you. Many thanks in advance from Paris ;-) _________________________________________________________________ Windows Live Messenger sur i-mode : dialoguez avec vos amis depuis votre mobile comme sur PC ! http://mobile.live.fr/messenger/bouygues/

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Ticket Zoom View
by tatat tanakanok 26 Jun '07

26 Jun '07

In the Example,OTRS's Ticket Zoom View shows only one message in this page. I would like the OTRS's Ticket Zoom View to show all messages in the ticket in one page. How can I do that? Thank you for your help.

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OTRS 2.2 on Debian Etch (Stable)
by Matthew Joyce 26 Jun '07

26 Jun '07

Hi, Can anyone confirm whether or not OTRS v2.2 can run on Debian Etch ? I see there is a v2.2 package in experimental, but I need to run it in stable. http://packages.debian.org/cgi-bin/search_packages.pl?searchon=names&ver sion=all&exact=1&keywords=otrs2 I'm happy to have a crack at installing from source, but I just wondered if anyone had it working. Thanks Matthew Joyce 02 9382 0051 | IT Manager | Children's Cancer Institute Australia for Medical Research

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RE: [otrs] ldap customer auth
by craig＠aronet.com 26 Jun '07

26 Jun '07

Sorry to take so long to reply. I'm afraid I didn't bookmark any URLs but found them all on google.fr with "otrs ldap" - many were in french . . . Here's the Config.pm that works for me - let me know if anything is not clear: # **************************************************** # # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # **************************************************** # $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = 'our.smtp.server'; $Self->{'SendmailModule::Port'} = '25'; # UserSyncLDAPMap # (map if agent should create/synced from LDAP to DB after login) $Self->{UserSyncLDAPMap} = { # DB -> LDAP Firstname => 'givenName', Lastname => 'sn', Email => 'mail', }; $Self->{'SystemID'} = 10; $Self->{'SecureMode'} = 1; $Self->{'Organization'} = 'our company'; use locale; Self->{'AdminEmail'} = 'my(a)email.com'; $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'LDAP-AD.domain.suffixe'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=domain,dc=suffixe'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=otrs,cn=users,dc=domain,dc=suffixe'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'xxxxxxxx'; $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'LDAP-AD.domain.suffixe'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=domain,dc=suffixe'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=otrs,cn=users,dc=domain,dc=suffixe'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'xxxxxxxx'; $Self->{CustomerUser1} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'LDAP-AD.domain.suffixe', # ldap base dn BaseDN => 'dc=domain,dc=suffixe', # 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=domain,dc=suffixe', UserPw => 'xxxxxxxx', AlwaysFilter => '', SourceCharset => 'utf-8', DestCharset => 'iso-8859-1', }, # customer uniq id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'uid', CustomerUserListFields => ['userPrincipalName'], CustomerUserSearchFields => ['sAMAccountName', 'sn', 'givenname'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['uid'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type [ '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', 'userPrincipalName', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], ], }; $Self->{CustomerUser2} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'sfbelgique.suffixe.world', # ldap base dn BaseDN => 'dc=suffixe,dc=world', # 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=suffixe,dc=world', UserPw => 'xxxxxxxx', AlwaysFilter => '', SourceCharset => 'utf-8', DestCharset => 'iso-8859-1', }, # customer uniq id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'uid', CustomerUserListFields => ['userPrincipalName'], CustomerUserSearchFields => ['sAMAccountName','sn', 'givenname'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['uid'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type [ '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', 'userPrincipalName', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], ], }; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of "Pussy da Silva Green" <puci.grine(a)gmail.com> Sent: Monday, June 25, 2007 10:26 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] ldap customer auth Hello, I'm having some troubles to configure my OTRS no authenticate the users via LDAP. Can you send me some URLs that guided you and, perhaps, you config files? Cheers, On 6/23/07, craig(a)aronet.com <craig(a)aronet.com> wrote: Hello, I've ldap authentification set up and working perfectly (thanks to all those whose tutorials were available by Google). Now I'd like (but perhaps this is simply not possible ?) to let customers login from another LDAP server (AD actually), I can see them from an admin login but when they try to login it just looks in the first LDAP server (I must point out that these ADs are completely autonomous and unrelated). It would be great if it is possible but even without OTRS is fantastic ! Thanks in advance, Adam _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/

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RE: [otrs] ldap customer auth
by Matthew Joyce 25 Jun '07

25 Jun '07

I found this post to be very helpful : http://www.opensubscriber.com/message/otrs@otrs.org/6822335.html Also these : http://www.opensubscriber.com/search?q=otrs+ldap&c=510 Matthew Joyce 02 9382 0051 | IT Manager | Children's Cancer Institute Australia for Medical Research ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Pussy da Silva Green Sent: Monday, 25 June 2007 6:26 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] ldap customer auth Hello, I'm having some troubles to configure my OTRS no authenticate the users via LDAP. Can you send me some URLs that guided you and, perhaps, you config files? Cheers, On 6/23/07, craig(a)aronet.com <craig(a)aronet.com> wrote: Hello, I've ldap authentification set up and working perfectly (thanks to all those whose tutorials were available by Google). Now I'd like (but perhaps this is simply not possible ?) to let customers login from another LDAP server (AD actually), I can see them from an admin login but when they try to login it just looks in the first LDAP server (I must point out that these ADs are completely autonomous and unrelated). It would be great if it is possible but even without OTRS is fantastic ! Thanks in advance, Adam _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/

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RE: [otrs] Software error
by Eric Wong 25 Jun '07

25 Jun '07

I notice the same error this morning when I tried to do an email reply to a submitted ticket. Unlike yours, over the weekend, I upgraded from OTRS 2.1.5 to OTRS 2.2.0. I also upgraded available Perl modules. I also checked & DNS lookups are working correctly. In order to get around the issue, I copied: /usr/lib/perl5/site_perl/5.8.8/i686-linux/Net/DNS/Question.pm /usr/lib/perl5/site_perl/5.8.8/i686-linux/Net/DNS/Resolver/Base.pm from previous version before the Perl upgrade. I cloned the system before OTRS upgrade. Now OTRS is working again. So looks like my Perl upgrade actually broke something. I know it is not the best way to fix it, but OTRS is up ;-) Hope this help. Thanks, Eric Silva Costa <SilvaCosta <at> WebHS.pt> writes: > > > Hi All > > > When I try to Reply to a ticket I get > this: > > Software error: > Modification of a read-only value attempted at > /usr/lib/perl5/site_perl/5.8.8/i686-linux/Net/DNS/Question.pm line 47. > > For help, please send mail to the webmaster > (root <at> localhost.localdomain), giving > this error message and the time and date of the error. > > > We have been using OTRS for more than 3 months > now, with no problem. Today we got this, with no aparent motive. > > Does anyone know how to fix this? > > Thank you,Miguel > > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support or consulting for your OTRS system? > => http://www.otrs.com/

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Customer Data w/ MSSQL backend
by Brannon Kirsch 25 Jun '07

25 Jun '07

Howdy All, I have an external MS SQL customer backend that OTRS connects to. When I use variables for responses (<OTRS_CUSTOMER_DATA_*>), the agents get a blank "-". Is there a different variable for external data? The map fields seem to be correct since I can pull up customer info in a search. Thank you for your help! --Brannon

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Software error
by Silva Costa 25 Jun '07

25 Jun '07

Hi All When I try to Reply to a ticket I get this: Software error: Modification of a read-only value attempted at /usr/lib/perl5/site_perl/5.8.8/i686-linux/Net/DNS/Question.pm line 47. For help, please send mail to the webmaster (root(a)localhost.localdomain) giving this error message and the time and date of the error. We have been using OTRS for more than 3 months now, with no problem. Today we got this, with no aparent motive. Does anyone know how to fix this? Thank you, Miguel

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Auto Response from email setup
by Raushan Mustafin 25 Jun '07

25 Jun '07

Hi, I have setup an Autoresponse message to be sent to the customers automatically, when a new ticket is created. However, I want it to be sent from email address, other than the "Systemaddress" specified for the queue. I created another email address in the system and specified it in the "Auto Response From:" field in when setting up the Autoresponse. The Autoresponse is working but it is still sending emails from the "Systemaddress" and not the "Auto Response From:" email address. Could you please advise how I can resolve this? Many thanks! Raushan _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/

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