August 2007 - otrs - OTRS mailing lists

Multiple email addresses for only one customer
by Laurent Minost 10 Aug '07

10 Aug '07

Hi everyone, I would like to have your ideas about this problem : is it possible through any tricks or directly ( I doubt :o) ) to manage more than one email address for a customer under OTRS ? We're currently managing a lot of tickets coming from different companies and so on : many differents end-users belonging to these companies. I noticed that a lot of these end users are having different domain-aliased emails in such form : UserA1 (email = user1(a)domainA.com) UserA2 (email = user2(a)domainA.com) ... UserB1 (email = user1(a)domainB.com) ... If we check further we can notice that UserA1 and UserB1 are the same one (same Company but with several domain names) but this user is identified by OTRS as two differents users because of changing of his email adress. So is it possible to add a multiple email address support to Customer Users that would "solve" this problem because we will be able to map all existing email addresses for a user to the real OTRS customer ? If someone already do that or have some ideas on how to implement this, I would be glad to have your points of view :o) Thanks by advance, Best regards, Laurent MINOST

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possible small bug when owner change ? (page refresh)
by Martin Hamant 10 Aug '07

10 Aug '07

The context is "My Colleague is gone to holidays, so I want to get some of his tickets". All I have to do is select his ticket (For example thru the StatusView module), and change the owner from there. I works well except the ticket view after validating the owner-change form doesn't show any email or phone answers links. To view it, you have to get out of this page for example by returning to the queue view then get back in the ticket details ... Is it expected ? -- Martin

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Customer Auth via AD doesn't work
by Dummy cerberus 10 Aug '07

10 Aug '07

Hello, I'm trying OTRS 2.2.1 and could manage to setup $OTRS_HOME/Kernel/Config/Defaults.pm to authenticate agents through LDAP requests to my AD. Now I have meda the changes required to authenticate customer through the same AD, but I seems as if ORS kept on trying to authenticate them through DB: .- I changed Defaults.pm .- I accessed customer.pl and provided a valid AD user (no an agent). .- I got the following message at /var/log/messages: Aug 10 14:26:52 localhost OTRS-CGI-10[18015]: [Notice][Kernel::System::CustomerAuth::DB::Auth] CustomerUser: No auth record in 'customer_user' for 'maripili' (REMOTE_ADDR: 10.31.33.236) Settings are similar to the ones for agent authentication: $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'segre.che'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=CHE,dc=che'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=otrsadmin,ou=OTRS,ou=Aplicaciones,dc=che'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = '*******'; $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = ''; $Self->{'Customer::AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; What am I doing wrong? Thanks in advance and best regards. M.A.

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Upgrade from 1.1.3 to 2.2.2
by dvg 10 Aug '07

10 Aug '07

Hello! I am new to this list, but not new to OTRS. I am running version 1.1.3 which I installed from RPM. I now wish to update to a more modern version. The UPGRADING file in the source gives instructions for updating from 2.1 to 2.2. However, I have no idea how to get to 2.1 or if that is even necessary. What should my upgrade path be? I am hoping I don't need to upgrade to every interim release. That would be a lot of work: 2.2.2 (2007-07-31) (CHANGES) 2.2.1 (2007-07-02) (CHANGES) 2.1.7 (2007-04-05) (CHANGES) 2.1.6 (2007-03-02) (CHANGES) 2.1.5 (2007-01-25) (CHANGES) 2.1.4 (2006-12-14) (CHANGES) 2.1.3 (2006-11-17) (CHANGES) 2.1.2 (2006-10-18) (CHANGES) 2.1.1 (2006-10-05) (CHANGES) 2.0.4 (2005-11-21) (CHANGES) 2.0.3 (2005-10-05) (CHANGES) 2.0.2 (2005-08-22) (CHANGES) 2.0.1 (2005-08-01) (CHANGES) 1.3.3 (2005-11-21) (CHANGES) 1.3.2 (2004-10-15) (CHANGES) 1.3.1 (2004-09-20) (CHANGES) 1.2.4 (2004-07-08) (CHANGES) 1.2.3 (2004-04-07) (CHANGES) 1.2.2 (2004-02-23) (CHANGES) 1.2.1 (2004-02-16) (CHANGES) Any help is appreciated! Dimitri -- Dimitrios Gerasimatos dimitrios.gerasimatos(a)jpl.nasa.gov Section 343 Jet Propulsion Laboratory 4800 Oak Grove Dr. Mail Stop 264-820, Pasadena, CA 91109 Voice: 818.354.4910 FAX: 818.393.7413 Cell: 818.726.8617

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Customer Authentication againist awbs database
by Ahmet YAZICI 10 Aug '07

10 Aug '07

Hello, I'm trying to integrate otrs with awbs (www.awbs.com ) customer database. I've manually edited Kernel/Config.pm and added following lines $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::DB'; $Self->{'Customer::AuthModule::DB::Table'} = 'users'; $Self->{'Customer::AuthModule::DB::CustomerKey'} = 'username'; $Self->{'Customer::AuthModule::DB::CustomerPassword'} = 'password'; $Self->{'Customer::AuthModule::DB::CryptType'} = 'plain'; $Self->{'Customer::AuthModule::DB::DSN'} = "DBI:mysql:database=awbs;host=10.0.0.2"; $Self->{'Customer::AuthModule::DB::User'} = "root"; $Self->{'Customer::AuthModule::DB::Password'} = "mypass"; and when i try to call customer.pl otrs says "Got no MainObject! at /opt/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 84." If I copy users table to otrs db and then disable DNS,User,Password (last 3 lines of my code) it works but when i try to login /var/log/messages says Jul 26 16:50:35 manager OTRS-CGI-10[24107]: [Notice][Kernel::System::CustomerAuth::DB::Auth] CustomerUser: sysmaster authentification ok (REMOTE_ADDR: 88.250.85.216). Jul 26 16:50:35 manager OTRS-CGI-10[24107]: [Error][Kernel::System::CustomerUser::DB::CustomerUserDataGet][Line:275]: Unknown column 'username' in 'field list', SQL: 'SELECT salutation, first_name, last_name, login, pw, email, customer_id, comments, valid_id, username FROM customer_user WHERE LOWER(username) = LOWER('sysmaster')' Jul 26 16:50:35 manager OTRS-CGI-10[24107]: [Error][Kernel::System::CustomerUser::DB::CustomerUserDataGet][Line:275]: Unknown column 'username' in 'field list', SQL: 'SELECT salutation, first_name, last_name, login, pw, email, customer_id, comments, valid_id, username FROM customer_user WHERE LOWER(username) = LOWER('sysmaster')' How can i solve these problems? Thanks

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Backup.pl and Restore.pl errors.
by Patrick Evans 09 Aug '07

09 Aug '07

Hi, I searched the previously asked question and didn't see these so sorry If these are repeats. I inherited the OTRS at work and we are moving to different server machine. So I'm trying to run the backup.pl and restore.pl scripts. When I run the backup.pl script I get the following: Backup backup//2007-08-06_15-56/Config.tar.gz ... The system cannot Find the path specified. Failed Backup backup//2007-08-06_15-56/Application.tar.gz ... The system cannot Find the path specified. I looked at the perl script and in the if statement for the config File it is looking for config.pm, which isn't in my Kernel/Config Directory. Just Defaults.pm and GuestAgent.. files. The dump of the SQL files works and when I try to run restore.pl On the dump I get: Restore backup/../Config.tar.gz ... Error: Already existing tables in the database. A empty database Is required for a restore. I haven't populated the new OTRS install so I'm not sure what I Need to do to clear the database so I can restore the old one. Thanks.

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Novell LDAP customer Auth
by Scott Plough 09 Aug '07

09 Aug '07

Can anyone help me out on the setup of otrs 2.2.2 to have my customers authenticate through Novell E-dir. I know where to set all the settings but am having a little trouble getting it to work. I used ldapsearch to test my LDAP server and all seemed to work ok, but can't get it to work with otrs login. Thanks Scott

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[Vorgang#2007080686000248] FQDNs as http-Link
by Alexander Scholler 09 Aug '07

09 Aug '07

Hi, we write FQDNs to our tickets. The problem is that OTRS adds http:// to all FQDNs that start with "www." and shows them as link. This automatic text-adding is not saved within the article, so the text is added on-the-fly. This is not wanted in our case. How can this be disabled (which file has to be patched)? Bye, Alex

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Upgrade path from 2.0.4 to 2.2.2
by Rob Cas 09 Aug '07

09 Aug '07

Hi, Could somebody recommend the best manual/source upgrade path from a 2.0.4 installation to 2.2.2? It looks like I may need to do: 2.0.4 to 2.1.1 (to get database schema changes) then 2.1.1 to 2.2.2 Are there any other intermediate releases that would be important to touch on? Thanks in advance, Rob. -- Bluefish Technologies Pty Ltd http://www.bluefish444.com 17b Market Street, South Melbourne Victoria, Australia, 3205 Phone +61 (3) 9682 9477 Fax +61 (3) 9682 9466 This email is confidential and privileged. Only the intended recipient may access or use it. If you are not the intended recipient, please delete this email and notify us promptly. We use virus scanning software but exclude all liability for viruses or similar in any attachment.

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RE: [otrs] PostMaster.pl permissions
by Partington, Eric 09 Aug '07

09 Aug '07

Thanks for the response, I have changed the bits back using chmod +x , however the user/group never changes. Another thing I noticed is the cron job for otrs has dropped off, and i have to re-add it manually. What I am trying to do is to trace where the mail routing fails in my otrs setup. I can send something directly from the cat ... Email-1.box to the appropriate inbox. I can log into the machine locally and remote with telnet dns-name 25 and send a mail that then sits in the spool file for root, the otrs user and the local user account created. What I can't get the system to do is read mail from that spool file into OTRS with the PostMaster.pl file yet. I have read the docs relating to .procmailrc file, it exists and looks good. Is there anyway to tell or test if procmail is doing its job? Eric ________________________________ not sure how they change themselves but you can just chmod +x the pl file(s) when you say the perms are reset, is it the bits or the user/group owner? -Andy Lubel ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Partington, Eric Sent: Wednesday, August 08, 2007 2:12 PM To: otrs(a)otrs.org Subject: [otrs] PostMaster.pl permissions I have been struggling with the PostMaster.pl file and what I think is a problem with the permissions. As of the install on suse enterprise 10.0 the permissions are : -rw-r--r-- 1 wwwrun www 3985 2007-07-01 19:57 PostMaster.pl When using the otrs user I am unable to perform the test: cat /opt/otrs/doc/test-email-1.box | ./opt/otrs/bin/PostMaster.pl bash: /opt/otrs/bin/PostMaster.pl: Permission denied If I change the permissions of the PostMaster.pl file to 755, I can run the test above, but after some time the permissions are reset. How can I fix this or what am I doing wrong? Thanks, Eric _______________________________________________________________________ This e-mail may be privileged and/or confidential, and the sender does not waive any related rights and obligations. Any distribution, use or copying of this e-mail or the information it contains by other than an intended recipient is unauthorized. If you received this e-mail in error, please advise me (by return e-mail or otherwise) immediately. Ce courrier électronique est confidentiel et protégé. L'expéditeur ne renonce pas aux droits et obligations qui s'y rapportent. Toute diffusion, utilisation ou copie de ce message ou des renseignements qu'il contient par une personne autre que le (les) destinataire(s) désigné(s) est interdite. Si vous recevez ce courrier électronique par erreur, veuillez m'en aviser immédiatement, par retour de courrier électronique ou par un autre moyen.

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