September 2007 - otrs - OTRS mailing lists

What is more faster for otrs: MySQL or PostgreSQL
by Rodriguez Garcia, Jose Luis 25 Sep '07

25 Sep '07

I am doing the installation of a otrs server on a Solaris box, and I will like to know what is the faster of these dabase servers for OTRS: MySQL or PostgreSQL. Jose Luis Rodriguez

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Upgrade 1.3 -> 2.2
by Gilles Massen 25 Sep '07

25 Sep '07

Hello, I'm planning a major upgrade, form 1.3.2 to the current version. And I'm wondering if this is going to work... I don't care about the configuration files, I could easily apply any modification to the config files that come with the new version. But what about the database and the tickets (stored on the filesystems)? Are these going to survive? Is it enough to apply the DB-upgrade scripts, and everyone is happy? Any comments, thoughts or pas experiences would be appreaciated. Best regards, Gilles -- Fondation RESTENA - DNS-LU 6, rue Coudenhove-Kalergi L-1359 Luxembourg tel: (+352) 424409 fax: (+352) 422473

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error creating tickets (tickets created without artciles)
by Gabriele D'Andrea 25 Sep '07

25 Sep '07

HI everybody, last week I experienced a strange behavoiur of OTRS. One of our agents had problems creating new Phone Tickets: he received an error and the follwing entries were logged Sep 19 21:01:06 otrs OTRS-CGI-10[7579]: [Notice][Kernel::System::Ticket::TicketCreate] New Ticket [2007091910000061/Carlo Frilli] created (TicketID=845,Queue=MeLi,Priority=3 medium,State=closed successful) Sep 19 21:01:06 otrs OTRS-CGI-10[7579]: [Error][Kernel::System::Ticket::Article::ArticleCreate][Line:84]: Need SenderTypeID! Sep 19 21:01:29 otrs OTRS-CGI-10[7545]: [Error][Kernel::System::Ticket::Article::ArticleLastCustomerArticle][Line:974]: No article found for TicketID 845! Sep 19 21:01:34 otrs OTRS-CGI-10[7545]: [Error][Kernel::System::Ticket::Article::ArticleLastCustomerArticle][Line:974]: No article found for TicketID 845! So he had to recreate the tickets. When I came back to work, I found a bunch of error logs like those posted before. I made a research for tickets created in the last day, and I found good tickets and corrupt tickets: I mean that corrupt tickets were displayed without ticket number and with an error (I'm sorry I didn't take a snapshot). The error log showed the following entry, repeated for each corrupt ticket: Sep 19 21:05:12 otrs OTRS-CGI-10[7579]: [Error][Kernel::System::Ticket::Article::ArticleLastCustomerArticle][Line:974]: No article found for TicketID 848! However I restarted the server and created some test tickets, that were correctly created. But the error "No article found for ticket ID xxx" was still occuring . So I inspected the database, and found that some tickets where created without article. Then I manually purged the db deleting the orphaned entries from the tables ticket and ticket_history. Now it all came back to normality, and the system works fine. It just happened that otrs could not create artciles, but I don't know why. Any idea about it? Gab

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Migrate OTRS from PostgreSQL to MySQL
by Oliver Hitz 25 Sep '07

25 Sep '07

Hi all Has anybody ever migrated an OTRS installation from PostgreSQL to MySQL? Any hints? Thanks in advance Oliver

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Re: [otrs] Re: LDAP Authentication using Microsoft Active Directory server
by Robert Aldridge 24 Sep '07

24 Sep '07

Thanks for the suggestion, Edward. Changing the SearchUserDN to <username>@<domain> continues to work for the agent login. I still haven't been able to get the customer login working. Any hints? Here's my current LDAP portion of Config.pm: $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = ' ldapserver.domain.com'; $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=Group of Users,dc=domain,dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'OTRS(a)domain.com<OTRS(a)tsteel.com> '; $Self->{'AuthModule::LDAP::SearchUserPw'} = '********'; $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = ' ldapserver.domain.com'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=Group of Users,dc=domain,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'OTRS(a)domain.com<OTRS(a)tsteel.com>'; $Self->{'Customer::AuthModule::LDAP::SearchUserPW'} = '********'; $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => ' ldapserver.domain.com', BaseDN => 'ou=Group of Users,dc=domain,dc=com', SSCOPE => 'sub', AlwaysFilter => '(&(sAMAccountName=*)(mail=*))', UserDN => 'OTRS(a)domain.com <OTRS(a)tsteel.com>', UserPW => '********', }, CustomerKey => 'sAMAccountName', CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type # [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ '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', 'mail', 0, 1, 'var' ], ], }; # 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', ]; On 9/21/07, Edward Kovarski < edward.kovarski(a)groupkae.com> wrote: > > > Robert, > > You may also try <username>@<domain> which is the new Microsoft style > for specifying users within domains. This is what we use in > configuration... > > Ed > > On 21-Sep-07, at 2:48 PM, Robert Aldridge wrote: > > > Finally got it working... > > > > I changed every entry of: > > > > 'cn=OTRS Admin,ou=Tuscaloosa - Sheet Mill,dc=tsteel,dc=com'; > > > > to: > > > > 'tsteel\OTRS' > > > > and, to pull user data to the local DB, I added: > > > > # 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', > > ]; > > > > > > Perhaps this will help someone else who's trying to set OTRS up > > with Microsoft Active Directory. > > > > Thanks, > > > > Robert Aldridge > > > > > > > > On 9/21/07, Robert Aldridge <bamarob55(a)gmail.com> wrote: Hi folks, > > > > First let me say that OTRS appears to be a great product! Kudos to > > the developers! > > > > We are in the process of evaluating our options for a helpdesk/ > > trouble-ticket system. I would really like to give OTRS a good > > evaluation, but I'm having some problems. Our chosen solution must > > be able to authenticate users (both agents and customers) via > > Microsoft Active Directory. It appears that this is possible, but > > I've yet to have any success. I'll outline the steps I've taken > > and solicit any input from the community. > > > > OTRS is working fine when authenticating against it's own > > database. Here's what I've done to try to authenticate against AD: > > > > I edited Kernel/Config.pm and added: > > > > <begin additions to Config.pm> > > > > $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; > > $Self->{'AuthModule::LDAP::Host'} = ' lincoln.tsteel.com'; > > $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=Tuscaloosa - Sheet > > Mill,dc=tsteel,dc=com'; > > $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; > > $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=OTRS > > Admin,ou=Tuscaloosa - Sheet Mill,dc=tsteel,dc=com'; > > $Self->{'AuthModule::LDAP::SearchUserPw'} = 'password'; > > > > $Self->{'Customer::AuthModule'} = > > 'Kernel::System::CustomerAuth::LDAP'; > > $Self->{'Customer::AuthModule::LDAP::Host'} = ' > > lincoln.tsteel.com'; > > $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=Tuscaloosa > > - Sheet Mill,dc=tsteel,dc=com'; > > $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; > > $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=OTRS > > Admin,ou=Tuscaloosa - Sheet Mill,dc=tsteel,dc=com'; > > $Self->{'Customer::AuthModule::LDAP::SearchUserPW'} = 'password'; > > > > $Self->{CustomerUser} = { > > Module => 'Kernel::System::CustomerUser::LDAP', > > Params => { > > Host => ' lincoln.tsteel.com ', > > BaseDN => 'ou=Tuscaloosa - Sheet Mill,dc=tsteel,dc=com', > > SSCOPE => 'sub', > > UserDN => 'cn=OTRS Admin,ou=Tuscaloosa - Sheet > > Mill,dc=tsteel,dc=com', > > UserPW => 'password', > > }, > > CustomerKey => 'sAMAccountName', > > CustomerID => 'mail', > > CustomerUserListFields => 'sAMAccountName', 'cn', 'mail', > > CustomerUserSearchFields => 'sAMAccountName', 'cn', 'mail', > > CustomerUserPostMasterSearchFields => 'mail', > > 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', 'mail', 0, 1, 'var' ], > > ], > > }; > > > > <end additions to Config.pm> > > > > > > On my AD box, I ran: ldifde -f users.ldf -d "OU=Tuscaloosa - Sheet > > Mill,dc=tsteel,dc=com" -r "<objectClass=user>" > > > > Which returned a listing of all users in the Tuscaloosa - Sheet > > Mill org unit. Within the users.ldf file (output from the above > > command), there's an entry for OTRS Admin: > > > > <begin snippet from users.ldf> > > > > dn: CN=OTRS,OU=Tuscaloosa - Sheet Mill,DC=tsteel,DC=com > > changetype: add > > objectClass: top > > objectClass: person > > objectClass: organizationalPerson > > objectClass: user > > cn: OTRS > > sn: Admin > > givenName: OTRS > > distinguishedName: CN=OTRS,OU=Tuscaloosa - Sheet > > Mill,DC=tsteel,DC=com > > instanceType: 4 > > whenCreated: 20070920125829.0Z > > whenChanged: 20070921135825.0Z > > displayName: OTRS > > uSNCreated: 8512826 > > uSNChanged: 8549454 > > name: OTRS > > objectGUID:: po7FpWyIxEWWQeiUc9XMwA== > > userAccountControl: 66048 > > badPwdCount: 0 > > codePage: 0 > > countryCode: 0 > > badPasswordTime: 128347689772801250 > > lastLogoff: 0 > > lastLogon: 128347693211238750 > > pwdLastSet: 128347667099207500 > > primaryGroupID: 513 > > objectSid:: AQUAAAAAAAUVAAAApR5XA/l+DSsgfDsl4xwAAA== > > accountExpires: 9223372036854775807 > > logonCount: 0 > > sAMAccountName: OTRS > > sAMAccountType: 805306368 > > userPrincipalName: OTRS(a)tsteel.com > > objectCategory: > > CN=Person,CN=Schema,CN=Configuration,DC=tsteel,DC=com > > dSCorePropagationData: 20070921135825.0Z > > dSCorePropagationData: 20070921135825.0Z > > dSCorePropagationData: 20070921135825.0Z > > dSCorePropagationData: 20070921131751.0Z > > dSCorePropagationData: 16010108151056.0Z > > lastLogonTimestamp: 128347680934676250 > > > > > > <end snippet from users.ldf> > > > > > > With this configuration, when I attempt to login as an agent using > > my username (which I know is valid in AD), it errors out with: > > > > Login failed! Your username or password was entered incorrectly. > > > > And, when I revert the Config.pm back (so I can log in) and check > > the system log, I see: > > > > User: raldridge authentication failed, no LDAP entry found! > > BaseDN='ou=Tuscaloosa - Sheet Mill,dc=tsteel,dc=com', > > Filter='(sAMAccountName=raldridge)', (REMOTE_ADDR: 10.1.1.50). > > > > Any help would be greatly appreciated. > > > > Thanks, > > > > Robert Aldridge > > > > _______________________________________________ > > 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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Hide tickets that are waiting
by Mikkel Nielsen 24 Sep '07

24 Sep '07

Hi list! When i choose to set a ticket as "waiting" and give in a date, how do i manage this ticket to be hidden until the given date? Btw. Is there a english forum and/or tecnical-faq for otrs somewhere? -- Best regards Mikkel Robin Nielsen WorldWeb Interactive A/S Idyl 9A DK-6000 Kolding Tlf: +45 70 213 214 Fax: +45 70 213 215

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RE: Ticket generation
by Dimitrios Gerasimatos 24 Sep '07

24 Sep '07

> Date: Sun, 23 Sep 2007 18:24:30 -0500 > From: "Carlos" <forums(a)grupocash.com.mx> > Subject: RE: [otrs] Ticket generation > To: "'User questions and discussions about OTRS.org'" <otrs(a)otrs.org> > Message-ID: <20070923232503.0C3B21D1F0(a)osser.otrs.com> > Content-Type: text/plain; charset="iso-8859-1" > > Hi Dimitri, > Just log in as admin and set up the Ticket Number Generator and the > System > ID. > The generator is year+month+day+systemid+counter. > > Go to admin area, then to the sysconfig panel. > > Select Ticket -> Core:: Ticket and modify the Ticket Number Generator > you can select "autoincrement" to back to your original format. > > Select Framework -> Core where de System ID is. > > Carlos > México This is great and I was able to get it to work! However, there is a lot of information in SysConfig. Where is this documented? I also learned about $OTRS/var/log/TicketCounter.log but I could not find info about it in the docs either. (I searched the list archives.) Am I missing configuration documentation somewhere? The basic docs do describe each module but it's hard to understand how they all tie together sometimes. 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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Freetext fields and user input
by Partington, Eric 24 Sep '07

24 Sep '07

Firstly thanks for an excellent product. The forums have helped solve many problems for me. Here is my problem: I am running otrs 2.2.3 on RHEL5, I have created a number of freekey and ticket fields which show up on the compose and zoom parts of the queue view. I can create the drop down lists to enter the predefined text that I set. I would like to do the opposite an allow user input to these fields like the employee ID or time fields. I would like to create fields for IP, DNS name and a few other things that could be input by the user on request forms that I could then search for or draw metrics on a monthly basis. Is there a way to do this or enable this in OTRS or one of its plugins like ITSM or Sirios? Thanks for your time, Eric Partington _______________________________________________________________________ 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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Ticket generation
by Dimitrios Gerasimatos 23 Sep '07

23 Sep '07

I recently upgraded from 1.1.3 to 2.2.3 without many problems. However, on the old system my ticket numbers had the form like 107695 and on the new system the ticket numbers are more like 2007092310000016, which I assume is the year, month, date, system ID, and ??? I dunno what. 1. What does the above number represent? 2. How can I make the generation of ticket numbers closer to the previous method? (It's okay if they roll over after 999,999.) I checked the docs and the source itself and I cannot figure out what OTRS is doing or why the behavior changed. Thanks! 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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Request/Idea: Archive mail in OTRS from Thunderbird / Other pluggable mail client
by Håvard Sørli 22 Sep '07

22 Sep '07

I have a proposal for a local mail client addon thats make it possible to easy post a local mail as a case in OTRS. The idea came from this plugin: SuperOffice Mail Link by Anders Fahlstrom Archive mail in SuperOffice CRM software from Thunderbird https://addons.mozilla.org/en-US/thunderbird/addon/3464 I often find my self cutting and pasting from my mail client to a new case in OTRS. It would be nice if it was closer integrated. It should be crossplatform (windows/linux ++) I'm not sure how we could do this. Please, give your suggestions. -- HS

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