July 2007 - otrs - OTRS mailing lists

default e-mail address
by pri pri 13 Jul '07

13 Jul '07

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Problems downloading email from server.
by Dan King 13 Jul '07

13 Jul '07

I am having an issue but I have no idea where to look. I have an email address that I want OTRS to download all the emails from. I thought this was working on Friday before I went home for the weekend. I seem to have come in this morning and it won't retrieve the emails and place them in the queue. I am positive I have the pop3 set up correct. I haven't made any changes except for installing a bunch of the extra packages. The Calendar, Survey, FAQ, Benchmark, SystemStatus, and WebWatcher are the packages I have installed. Does anyone know where I can start looking for error messages and the such? I don't see any at all and not sure where to look. OTRS will refresh but there is no error message when it does and the emails stay in outlooks inbox. Thanks for the help. Dan King Software Developer Canadian Resident Matching Service 613.237.0075 ext. 241 (Toll free) 877.CARMS.42 171 Nepean Street, Suite 300 Ottawa, ON, CAN K2P 0B4 www.carms.ca <http://www.carms.ca> ------------------------------------------------------------------------------------ This e-mail message, including any attachments, is for the sole use of the intended recipients and may contain confidential and or privileged information. If you are not the intended recipient or this information has been forwarded in error, please contact the sender by reply e-mail and destroy copies of the original message. Ce message (incluant toute pièce jointe) s'adresse uniquement au(x) destinataire(s) prévu(s) ou à une personne autorisée à le recevoir en son (leur) nom. Il pourrait contenir des renseignements confidentiels ou protégés. Si vous l'avez reçu par erreur, nous vous prions d'en informer l'auteur dans les meilleurs délais, de ne pas divulguer son contenu et de le supprimer de votre système. Merci.

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Ideas and requests for the otrs.org Web site
by Bodo Bauer 13 Jul '07

13 Jul '07

Hi, we are thinking of redoing our otrs.org Web site with a fresh new design. But the design is not what makes a community site, it's the content and the features it offers to the users, the OTRS community. As you are our community, we'd like to ask you what you like to see on the .org site. We're looking for things you are missing on the current site as well as stuff you don't want to see there. We are in a very early planing state. Please take this as a request for brain storing, no more no less. You can send your ideas to the list, or as directly to me. Please keep it high level. We're not discussing implementation and don't want to start a discussion about CRMs. We're looking for features that should be offered to make you happy. We'll review, sort and maybe implement them. For now let's talk about the 'What' not the 'How' :) Thanks for your help! Your ((otrs)) Team -- ((otrs)) :: OTRS GmbH :: Norsk-Data-Strasse 1 :: D - 61352 Bad Homburg Fon: +49 (0) 6172 681988 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftsführer: André Mindermann Handelsregister: HRB 9452 Bad Homburg Steuernummer: 003/240/97521

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can tickets be timed?
by pri pri 13 Jul '07

13 Jul '07

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type,service and SLA
by Muhammad Toha Supriyadi 13 Jul '07

13 Jul '07

Dear all, I want to know how to use type, service and SLA in OTRS 2.2.1. I already add type, service, SLA and I allocate customer to use the service, But the problem is in the customer frontend for create new ticket there are no item for SLA in it. Please help me. Best Regard, Muhammad Toha Supriyadi

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Getting ticket hook through API
by Patric 13 Jul '07

13 Jul '07

Hi all, The API does not seem to provide any way to retrieve the ticket hook, is anybody aware of a way to do this? Many thanks Patrick -- Q: I want to be a sysadmin. What should I do? A: Seek professional help. ---------------------------------------------------------------------- Finally - A spam blocker that actually works. http://www.bluebottle.com/tag/4

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file manager error
by Muhammad Toha Supriyadi 13 Jul '07

13 Jul '07

I've add module file manager in my OTRS, but I got errors when I delete or download file that I've been uploaded. My OTRS is in ms windows. These the errors : ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Fri Jul 13 15:06:07 2007 Message: ? Traceback (1300): Module: Kernel::Output::HTML::Layout::Error (v1.48) Line: 1132 Module: Kernel::Output::HTML::Layout::FatalError (v1.48) Line: 1074 Module: Kernel::Modules::AgentFileManager::Run (v1.8) Line: 272 Module: Kernel::System::Web::InterfaceAgent::Run (v1.22) Line: 670 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_OTRS_otrs_bin_cgi_2dbin_index_2epl::h andler (v) Line: 47 Module: (eval) (v1.81) Line: 203 Module: ModPerl::RegistryCooker::run (v1.81) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 Someone can help me?

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LDAP auth problem
by Sándor Fehér 13 Jul '07

13 Jul '07

Hi, I had a well working otrs config so far with the following parts: - Apache 2.2.3 with mod_perl - OTRS 2.1.6 - Oracle 10.2.0.1 - Openldap 2.3.35 The authetication worked perfectly from LDAP. Today I decided to build a new config with otrs 2.2.1. I backed up my Config.pm and installed a new otrs 2.2.1. Ran the oracle database scripts as well. Everything is fine except the authentication (I can log in with root@localhost). The result is the same either I use mysql backend. Thank you in advance. Regards., Sandor ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Wed Jul 11 11:10:39 2007 Message: Can't create user 'sfeher' (uid=sfeher,ou=Staff,dc=office,dc=bluesystem,dc=hu) in RDBMS! Traceback (8276): Module: Kernel::System::Auth::LDAP::Auth (v1.37) Line: 385 Module: Kernel::System::Auth::Auth (v1.23) Line: 120 Module: Kernel::System::Web::InterfaceAgent::Run (v1.22) Line: 192 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 4 Module: (eval) (v1.81) Line: 203 Module: ModPerl::RegistryCooker::run (v1.81) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 -- Üdvözlettel, Fehér Sándor ...Fehér Sándor... --- ....Sandor Feher.... fejlesztési vezető --- development manager Blue System Kft. --- Blue System Ltd. mailto:sfeher@bluesystem.hu http://www.bluesystem.hu [ - real men don't click - ]

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New 2.2.1 install, ldap/ad question.
by Matthew Joyce 13 Jul '07

13 Jul '07

Hi, I've manually installed v2.2.1 on Debian Etch and I'm working my way through the configuration process. I have LDAP Authentication working for both Agents and Users. What I'm not clear about is whether I need to create the initial agent and user accounts in OTRS. At the moment I do. I have the AD users in two groups OTRS-Agents and OTRS-Users, I though this distinction would be used to autocreate the initial accounts on first login. Is that right ? Here the LDAP settings I'm using (thanks to all the usful posts in the archive, etc) #------------------------------------------------------# # LDAP CONFIGURATION # #------------------------------------------------------# my $ldapuser='cn=otrs,cn=Users,dc=xxx,dc=xxx'; my $ldapuserpw='xxxx'; my $ldaphost='x.x.x.x'; my $basedn='OU=Institute,dc=xxx,dc=xxx'; my $agentgroupdn='cn=OTRS-Agents,ou=Groups,dc=xxx,dc=xxx'; my $custgroupdn='cn=OTRS-Users,ou=Groups,dc=xxx,dc=xxx'; #Agents to use LDAP for Auth $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = $ldaphost; $Self->{'AuthModule::LDAP::BaseDN'} = $basedn; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} =$ldapuser; $Self->{'AuthModule::LDAP::SearchUserPw'} = $ldapuserpw; #Users to Auth using LDAP $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = $ldaphost; $Self->{'Customer::AuthModule::LDAP::BaseDN'} =$basedn; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} =$ldapuser; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} =$ldapuserpw; $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => $ldaphost, BaseDN => $basedn, SSCOPE => 'sub', UserDN => $ldapuser, UserPw => $ldapuserpw, AlwaysFilter => '(mail=*)', }, CustomerKey => 'sAMAccountName', CustomerID => 'sAMAccountName', CustomerUserListFields => ['displayName'], CustomerUserSearchFields => ['displayName', 'sAMAccountName'], CustomerUserPostMasterSearchFields => ['sAMAccountName'], CustomerUserNameFields => ['givenName', 'sn'], Map => [ [ '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', 'Name', 0, 1, 'var' ], ], }; $Self->{'AuthModule::LDAP::GroupDN'} =$agentgroupdn; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; $Self->{'Customer::AuthModule::LDAP::GroupDN'} = $custgroupdn; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'; # UserSyncLDAPMap $Self->{UserSyncLDAPMap} = { 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', ]; I guess if we have to create accounts we will, but it would seem like a step which could be automated as the group membership determines the need and AD provides the details. Help welcomed. Thanks Matthew Joyce 02 9382 0051 | IT Manager | Children's Cancer Institute Australia for Medical Research

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anonymous (public) access to tickiets?
by Mark D. Anderson 13 Jul '07

13 Jul '07

This seems like it would be a FAQ but I can't find it -- is there an easy way to get OTRS to allow anonymous users to submit tickets via the web without the trouble of registering/logging in? Since tickets can be submitted via email, I would presume that should be possible somehow over the web (what happens to tickets submitted via email that don't match a registered user?) Thanks.... -mda

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