January 2008 - otrs - OTRS mailing lists

Customer can't see tickets submitted via e-mail
by Paddy 31 Jan '08

31 Jan '08

Hello, I seem to be stumped on this one. If a customer submits a ticket via e-mail it arrives in a queue and that part works. However, if the customer logs into the customer.pl interface they cannot see that ticket. They can search for it via the ticket number but it doesn't show up under "My Tickets". If the customer submits a ticket through the customer.pl interface it *does* show up under "My Tickets". I looked at the tickets table in the database and noticed that the tickets submitted via e-mail set customer_id and customer_user_id to the e-mail address (ie. user(a)domain.com) When submitting a ticket from the customer.pl interface customer_id is set to the e-mail address but customer_user_id is set to the login name (so rather than user(a)domain.com it's just user). So it seems that the "My Tickets" section only shows tickets where customer_user_id equals my login name. I am doing ldap authentication and data mapping against AD and I will post the relevant sections of my Config.pm below. Any ideas on how to work around this? ----------------------- $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'server.domain.com'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=Users,ou=Domain,dc=domain,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=user,ou=Users,ou=Domain,dc=domain,dc=com'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password'; # Customer Data settings # ---------------------------------------------------- # $Self->{CustomerUser} = { Name => 'LDAP Backend', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'server.domain.com', BaseDN => 'ou=Users,ou=Domain,dc=domain,dc=com', SSCOPE => 'sub', UserDN => 'cn=otrs,ou=Users,ou=Domain,dc=domain,dc=com', UserPw => 'password', AlwaysFilter => '', Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, CustomerKey => 'sAMAccountName', CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, 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', 'mail', 1, 1, 'var' ], ], ____________________________________________________________________________________ Never miss a thing. Make Yahoo your home page. http://www.yahoo.com/r/hs

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PostMaster Filter, Match and Set more than one value
by Jeff Hummel 31 Jan '08

31 Jan '08

Is it possible to use a Postmaster Filter to match, and set, more than one value? I am using a filter to match "Name:" in the body and grab any text to the right with a regexp. I am then setting an OTRS-Header with the value of the regexp by using [***]. Example: Match Header1: Body Value: Name: (.*) Set Header 1: X-OTRS-TicketValue1 Value: [***] This works great for the one item. However, I need to match and set more than one item. Is it possible to increment [***]? Or is there another method that would achieve the same outcome? We have a web form submitting tickets to our OTRS 2.2.4 installation. The form submits a series of fields from the form in the body of an email, ie: Name: Some Person Address: Some Address Phone: 123.123.1234 What I would like to do is match each of these fields, pull the text from the right of each of these fields, then populate the freefields for the ticket such as Name: value to X-OTRS-TicketValue1, Address: value to X-OTRS-TicketValue2, Phone: value to X-OTRS-TicketValue3. ======================================================================== Jeff Hummel ========================================================================

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RE: [otrs] pre-sales oriented
by Sune T. Tougaard 31 Jan '08

31 Jan '08

The last time i tried to attach something to this list, the mail never made it to the list, so i'm just putting it in the body. Here is my complete "<OTRS_CONFIG_Home>/Kernel/Output/HTML/<themename>/CustomerTicketMessage.dtl ": # -- # CustomerTicketMessage.dtl - provides HTML form for customer message # Copyright (C) 2001-2007 OTRS GmbH, http://otrs.org/ # -- # $Id: CustomerTicketMessage.dtl,v 1.10 2007/06/18 09:33:57 martin Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (GPL). If you # did not receive this file, see http://www.gnu.org/licenses/gpl.txt. # --  <script language="JavaScript" type="text/javascript">  else if (document.compose.$Data{"TicketFreeTextField"}.value == "") { alert('$JSText{"A required field is:"} ' + document.compose.$Data{"TicketFreeKeyField"}.value + '!'); document.compose.$Data{"TicketFreeTextField"}.focus(); return false; }  else { return true; } } // Function to put form fields into the textarea body. function replaceBody(theForm) { var bodyContent = ""; var formElement = theForm.elements; for(i=0; i<formElement.length; i++) { // All form fields that we want, are prefixed with "CustForm_". if (formElement[i].name.match("CustForm_") == "CustForm_") { // But we don't really want it shown in the ticket. Remove it. formElement[i].name = formElement[i].name.replace(/^CustForm_/, ""); // Show the field name and its value on its own line. bodyContent = bodyContent + formElement[i].name + ': ' + formElement[i].value + '\r\n'; } } // Replace the hidden "Body" area with the contents of the form fields. document.compose.Body.value = bodyContent; // Return original submit function. return submit_compose(); } //--> </script> <table border="0" width="100%" cellspacing="0" cellpadding="3"> <tr> <td class="mainhead"> $Env{"Box0"}$Text{"new ticket"}$Env{"Box1"} </td> </tr> <tr> <td class="mainbody"> <br> <table border="0" width="680" align="center" cellspacing="0" cellpadding="4"> <tr> <td colspan="2" class="contenthead">$Text{"Options"}</td> </tr> <tr> <td class="contentbody"> <form action="$Env{"CGIHandle"}" method="post" name="compose" enctype="multipart/form-data"> <input type="hidden" name="Action" value="$Env{"Action"}"> <input type="hidden" name="Subaction" value="StoreNew"> <input type="hidden" name="Expand" value=""> <input type="hidden" name="FormID" value="$QData{"FormID"}"> <table border="0">  <tr> <td class="contentkey">$Text{"Type"}:</td> <td class="contentvalue"> $Data{"TypeStrg"}</td> </tr>  <tr> <td width="15%" class="contentkey">$Text{"To"}:</td> <td width="85%" class="contentvalue"> $Data{"ToStrg"} <font color="red" size="-2">$Text{"$Data{"Queue invalid"}"}</font> </td> </tr> <tr> <td class="contentkey">$Text{"Subject"}:</td> <td class="contentvalue"> <input type="text" name="Subject" value="$QData{"Subject"}" size="70"> <font color="red" size="-2">$Text{"$Data{"Subject invalid"}"}</font> </td> </tr>  <tr> <td class="contentkey">$Text{"Service"}:</td> <td class="contentvalue"> $Data{"ServiceStrg"}</td> </tr>   <tr> <td class="contentkey">$Text{"SLA"}:</td> <td class="contentvalue"> $Data{"SLAStrg"}</td> </tr>  <tr>  <input type="hidden" name="Body" value="$QData{"body"}"> <td class="contenthead">Who are you?</td> <td class="contentvalue"> <tr> <td class="contentkey">Name:</td> <td class="contentvalue"><input type='text' name='CustForm_Name' id='CustForm_Name' size='70' value=''></td> </tr> <tr> <td class="contentkey">Company:</td> <td class="contentvalue"><input type='text' name='CustForm_Company' id='CustForm_Company' size='70' value=''></td> </tr> <font color="red" size="-2">$Text{"$Data{"Body invalid"}"}</font> </td> </tr> <tr> <td class="contentkey">$Text{"Attachment"}:</td> <td class="contentvalue"> <table cellspacing="0" cellpadding="0" width="400">  <tr> <td>$QData{"Filename"}</td> <td>$QData{"Filesize"}</td> <td align="right"> <input class="button" type="submit" name="AttachmentDelete$QData{"FileID"}" value="$Text{"Delete"}"> </td> </tr>  <tr> <td colspan="2"><input name="file_upload" type="file" size="40" class="fixed"></td> <td align="right"> <input class="button" type="submit" name="AttachmentUpload" value="$Text{"Attach"}"> <a name="attachment"></a> </td> </tr> </table> </td> </tr>  <tr> <td class="contentkey">$Text{"Priority"}:</td> <td class="contentvalue"> $Data{"PriorityStrg"}</td> </tr>   <tr> <td class="contentkey">$Data{"TicketFreeKeyField"}:</td> <td class="contentvalue">$Data{"TicketFreeTextField"}</td> </tr>  # <tr> # <td class="contentkey">$Data{"TicketFreeKeyField1"}:</td> # <td class="contentvalue">$Data{"TicketFreeTextField1"}</td> # </tr> # <tr> # <td class="contentkey">$Data{"TicketFreeKeyField2"}:</td> # <td class="contentvalue">$Data{"TicketFreeTextField2"}</td> # </tr> # <tr> # <td class="contentkey">$Data{"TicketFreeKeyField3"}:</td> # <td class="contentvalue">$Data{"TicketFreeTextField3"}</td> # </tr> # <tr> # <td class="contentkey">$Data{"TicketFreeKeyField4"}:</td> # <td class="contentvalue">$Data{"TicketFreeTextField4"}</td> # </tr>  <tr> <td class="contentkey">$Text{"$QData{"TicketFreeTimeKey"}"}:</td> <td class="contentvalue">$Data{"TicketFreeTime"}</td> </tr>  # <tr> # <td class="contentkey">$Text{"$Config{"TicketFreeTimeKey1"}"}:</td> # <td class="contentvalue">$Data{"TicketFreeTime1"}</td> # </tr> # <tr> # <td class="contentkey">$Text{"$Config{"TicketFreeTimeKey2"}"}:</td> # <td class="contentvalue">$Data{"TicketFreeTime2"}</td> # </tr> </table> </td> </tr> <tr> <td class="contentfooter">  <input class="button" accesskey="g" type="submit" value="$Text{"Submit"}" onclick="return replaceBody(this.form);"> </td> </tr> </table> </form> <br> </td> </tr> </table>  And the result after submitting and viewing a ticket: From: Sune T. Tougaard <removed> To: Raw Subject: TypedSubject Name: TypedName Company: TypedCompany Hope it helps this time. -- /Sune ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Miguel Dias Sent: 31. januar 2008 15:33 To: User questions and discussions about OTRS.org Subject: Re: [otrs] pre-sales oriented I do all of the lines and I steel have the problem. 1- I have selected a queue in the "To:" 2- the missing space was a error of copy paste 3- I have put the line just like you have and nothing happens When you do the changes to your DTL you can still create a ticket? Can you please send me your modified DTL file and I will see if it works. Thankyou 2008/1/31, Sune T. Tougaard <stt(a)lyngsoesystems.com>: First of all, make sure that you have selected a queue in the "To:" dropdown box. Otherwise you'll get an "*Invalid" message. Second, in the line: <input class="button" accesskey="g" type="submit" value="$Text{"Submit"}" onclick="returnreplaceBody(this.form);"> You may be missing a space between "return" and "replaceBody". Third, in the line: <select name="Dest" I think there should be some more content... Mine looks like this: <select name="Dest" onchange="document.compose.Expand.value='3'; document.compose.submit(); return false;"> I don't know if it's because of an incomplete copy-paste into this mail, or if it is indeed missing from the page output. (i do not see this line directly in the dtl file, but in the page output) Let me know if you need a complete dtl file. -- /Sune ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Miguel Dias Sent: 31. januar 2008 11:03 To: User questions and discussions about OTRS.org Subject: Re: [otrs] pre-sales oriented So I made the changes and it is what I want but the new problem now is SUBMIT the ticket. I always have *invalid underneath of options. Can please some one help me? Here is my code: [STT] [...cut...] _______________________________________________ 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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Windows Install - Service Unavailable
by Tcl Warrior 31 Jan '08

31 Jan '08

Service Unavailable Okay, I am trying to install otrs on a windows 2003, IIS6, Sql2005 and Activestate Perl. So what I did was. 1) I Downloaded the source install for window from http://ftp.otrs.org/pub/otrs/otrs-2.2.5.zip 2) I used the mssql scripts inside it to create the otrs database, I changed all references in the scripts from system_user to systen_users since mssql complained that system_user is a key word. 3) I prepared the necessary IIS virtual directories as described in the otrs faq ( http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=123 ) 4) I donwloaded and install per Activestate 5.8 and installed all the extra packages for otrs ( okay to do this i kinda cheated I downloaded and installed using the windows installer on a different machine copied the packaged folder from it and used as a repository and installed all the extra packages from it, this is atfer i failed to get all the extra packages for perl 5.10 5) Created the Config.pm file and fixed it according the instructions here http://www.mail-archive.com/otrs@otrs.org/msg20036.html 6) Downloaded, installed and started cronw (cron for windows) - I didnt do much else, this is the step i have most doubts about, since i didnt modify anything in the otrs files to point to cron or anything in cron to point to otrs I think this is all, but sadly it failled http://localhost/otrs/index.pl return a page with the message Service Unavailable I am for now out of ideas! I dont know why the official documentation dont describe the manual install for windows since I am sure many ppl will want to install otrs under the same setup that I have, the windows setup easy as it is, is only for mysql and apache! I have to use windows and sql 2005, its our company standard, I dont have a choice. If someone can supply simple steps, or if the developers can fix the official docs, it will be strongly appreciated

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RE: [otrs] pre-sales oriented
by Sune T. Tougaard 31 Jan '08

31 Jan '08

First of all, make sure that you have selected a queue in the "To:" dropdown box. Otherwise you'll get an "*Invalid" message. Second, in the line: <input class="button" accesskey="g" type="submit" value="$Text{"Submit"}" onclick="returnreplaceBody(this.form);"> You may be missing a space between "return" and "replaceBody". Third, in the line: <select name="Dest" I think there should be some more content... Mine looks like this: <select name="Dest" onchange="document.compose.Expand.value='3'; document.compose.submit(); return false;"> I don't know if it's because of an incomplete copy-paste into this mail, or if it is indeed missing from the page output. (i do not see this line directly in the dtl file, but in the page output) Let me know if you need a complete dtl file. -- /Sune _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Miguel Dias Sent: 31. januar 2008 11:03 To: User questions and discussions about OTRS.org Subject: Re: [otrs] pre-sales oriented So I made the changes and it is what I want but the new problem now is SUBMIT the ticket. I always have *invalid underneath of options. Can please some one help me? Here is my code: [STT] [...cut...]

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LDAP auth works; one more question about SSO
by Nielson, Adam 30 Jan '08

30 Jan '08

Hello all, My message appears to have not hit the distribution list... So I am resending it.... So, I have OTRS working to authenticate with an AD domain. I understand you can use SSO through apache. I have apache loading: " LoadModule authnz_ldap_module modules/mod_authnz_ldap.so " I have put in Config.pm: " $Self->{'AuthModule'} = 'Kernel::System::Auth::HTTPBasicAuth'; " and " $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::HTTPBasicAuth'; " So, my question is, can you authenticate against an AD domain (ldap) like I have working now, *AND* use SSO? If I am using SSO, can I NOT use LDAP authentication? I am just trying to make it so users in the AD domain don't have to put in their log in information at all. Can you do this? If you can, what am I doing wrong? Am I missing something in OTRS, or is it in Apache? Thank you, Adam Nielson

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RE: [otrs] changing Logo
by Lars Jørgensen 30 Jan '08

30 Jan '08

> Please can some one tell me how can I change Logo > <td width="120" class="header"> LOGO </td> > what changes I should do to put a picture??? <td width="120" class="header"> <img border="0" src="$Env{"Images"}your_logo.gif"> </td> And put your_logo.gif in /opt/otrs/var/httpd/htdocs/images/Standard (Actually, $Env{"Images"} should follow your theme and not always point to "Standard", but maybe I'm doing something wrong. I've been known to do that.) -- Lars

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changing Logo
by Miguel Dias 30 Jan '08

30 Jan '08

Please can some one tell me how can I change Logo <td width="120" class="header"> LOGO </td> what changes I should do to put a picture??? Best Regards

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RE: [otrs] Automatic listing of customer data
by Lars Jørgensen 30 Jan '08

30 Jan '08

> So my question is; Is that the way it works? Or > should it query AD when I click on the Customer page > automatically and show me everything without having to > perform a wildcard search? That's the way it works. Why do you want to see a list of customers anyway? It could be pretty big. > CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], If you add 'sn' and 'phone' to this list, you can also do searches on last names and phone numbers when trying to pick a customer for a new phone ticket. -- Lars

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RE: [otrs] Customer Info clickable VNC
by Lars Jørgensen 30 Jan '08

30 Jan '08

> Is there a way for me to make a link in the Agent Frontend - Customer > Info with information from my LDAP-server. > I have IP-information in my LDAP-server want to show the info > on Agent > Frontend - Customer Info and to make it prefix with > "tn3270://" to use > with VNC. The link is not hard to make, but I have no idea how to get the needed LDAP-data into the link. hopefylle somebody else can help. We needed to have pictures of the customers and it's basically the same thing. Create a new theme as specified in the manual (if you don't want problems upgradring OTRS) or edit the existing file: Kernel/Output/HTML/theme_name/AgentTicketZoom.dtl. I put the pictures close to the customer info (look for the <img>-tag to see what I did):  <p> <hr> <b>$Text{"Customer Info"}:</b> <table border=0><tr><td valign=top> $Data{"CustomerTable"} </td><td valign=top align=left> <img src="http://helpdesk.gyldendal.local/billeder/$Data{"CustomerUserID"}.jpg" border=0> </td></tr></table> <hr> </p>  It's basically the same you'd do with a VNC-link, but I don't know how to get the $Data{"IP_Address"} information you need from LDAP. -- Lars

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