January 2008 - otrs - OTRS mailing lists

LDAP authentication howto?
by Nielson, Adam 11 Jan '08

11 Jan '08

Hello all, I am following the official documentation, and trying to put in the code in Config.pm to set up LDAP authentication, but nothing is working. Is there a better document I can follow for noobs? Or any advice people can offer. I just need customers (the users) to authenticate automatically via LDAP, but can not figure it out. Any help you can provide is greatly appreciated! Thank you, Adam Nielson

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RE: [otrs] LDAP authentication howto?
by Lars Jørgensen 11 Jan '08

11 Jan '08

> I am following the official documentation, and trying to put > in the code in > Config.pm to set up LDAP authentication, but nothing is > working. Is there a > better document I can follow for noobs? Or any advice people > can offer. The documentation may be sketchy on this, but following the examples, we got it working alright. I can't really help you as to what is wrong on your end, but at least I can show you our configuration for LDAP lookups in a Microsoft Windows Active Directory. This is from /Kernel/Config.pm ## Set up LDAP for Customer authentication to the Frontend for customers. $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '172.23.100.12'; # The ou= is your NT Domain name. The dc= (there may be more than one) is your AD domain name. $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=domain, dc=domain, dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; # Our AD requures a valid login to do LDAP searches. Use a generic one, not admin, not your own. $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'username'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password'; ## Set up LDAP for finding Customers when creating tickets in the Agent Frontend. $Self->{CustomerUser} = { Name => 'Exchange LDAP', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # Parameters are basically the same as above. Host => '172.23.100.12', BaseDN => 'ou=domain, dc=domain, dc=com', SSCOPE => 'sub', UserDN => 'username', UserPw => 'password', # if your frontend is e. g. iso-8859-1 and the charset of your # ldap server is utf-8, use this options (if not, ignore it) ### IMPORTANT FOR NON-ENGLISH USERS WITH SPECIAL CHARACTERS ### # You *have* to specify the SourceCharset below, else OTRS will default to # iso8859-1 (I think), and special characters will be garbled. This took me # half a day to figure out. SourceCharset => 'utf-8', DestCharset => 'utf-8', }, CustomerKey => 'sAMAccountName', CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ ## Set-up the fields you want to import from LDAP. I'm still looking ## for a good source on what fields are available in LDAP. # 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' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], # [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], # [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], };

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CSV reports
by Maurice James Ny 10 Jan '08

10 Jan '08

Has any one noticed that any reports that you try to generate in CSV format never come out correctly because data is separated by ; (semi colon) instead of , (comma) . Does anyone have a fix for this?

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Modification of a read-only value attempted at /usr/lib/perl5/Net/DNS/Question.pm line 47.
by Jim Archer 10 Jan '08

10 Jan '08

Hi all... I have been playing with OTRS and having great success. I recently installed Debian lenny (testing) and installed OTRS. When I try to send an email, I got this error: Modification of a read-only value attempted at /usr/lib/perl5/Net/DNS/Question.pm line 47. I saw that there was a bug on this in bugzilla, number 2017: http://bugs.otrs.org/show_bug.cgi?id=2017 However, I don't know how to apply that patch. Can someone help? If I patch this perl module, will other PERL apps that use it break? Thanks...

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changing CustomerID in Customer Company
by Miguel Dias 10 Jan '08

10 Jan '08

Hi all. I'm trying to change CustomerID in Customer Company but nothing happens when I submit it. Can some one please help me? Best Regards

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Re: [otrs] Version update
by Nils Breunese (Lemonbit) 10 Jan '08

10 Jan '08

Nuno Miguel Neves wrote: > I’m running Fedora Core 4 and yes, I do regular backups. J > > I suppose the database is independent of the rpm, so maybe I’ll try > to use the source package, because I don’t have a newer rpm. > > Do you think the scripts will do it from such a different version? You can download an rpm for Fedora Core 4 from the OTRS website: http://otrs.org/download/ It should work, but please realize that Fedora Core 4 reached End of Life quite some time ago and you're running an unsupported distribution (with probably several security vulnerabilities). You might want to upgrade to either Fedora 7 or 8 as only the latest two Fedora releases get security fixes. Nils Breunese.

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ignoring email messages
by Thomas Wouters 10 Jan '08

10 Jan '08

Hi all, for some reason, my otrs is ignoring messages form a host/domain (not sure) problem is that I can’t find any message rule or what so ever. I do not have any ignore messages settings at all! Jan 9 02:06:02 SIJN-Q02 OTRS-PM3-1[7949]: [Notice][Kernel::System::PostMaster::Filter::Match::Run] Set param 'X-OTRS-Ignore' to 'yes' (Message-ID: <47841D87.2080306(a)eset.sk>) Jan 9 02:06:02 SIJN-Q02 OTRS-PM3-1[7949]: [Notice][Kernel::System::PostMaster::Run] Ignored Email (From: Thomas Wouters <noreply(a)eset.sk>, Message-ID: <47841D87.2080306(a)eset.sk>) because the X-OTRS-Ignore is set (X-OTRS-Ignore: yes). The weird thing is that this only happens with messages from noreply(a)eset.sk (did not try it with other .sk domains) but all other traffic/sites acts and work normal! Could any one of you do some suggestions where to look? Kind regards Thomas Wouters

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hello
by swood 10 Jan '08

10 Jan '08

Prompt, whether has found somebody a way to insert the identifier of the agent who has written the message in subject of the mail? It would be desirable that mail have been signed not only number tickets, but also that who has answered it, except for the signature. -- swood

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RE: [otrs] Unable to change login.pl text
by Lars Jørgensen 10 Jan '08

10 Jan '08

> I changed the following texts in login.pl, but the texts > displayed on the webpage are still the same... > > "Login failed! Your username or password was entered incorrectly." > "Logout successful. Thank you for using OTRS!" etc, etc > > Any ideas what I need to do? I think you're supposed to do this in Kernel/Languages. I presume you're using English, so edit en.pm and insert the following two lines in the "$Self->{Translation}" section: $Self->{Translation} = { [...] 'Login failed! Your username or password was entered incorrectly.' => 'Your new text here' 'Logout successful. Thank you for using OTRS!' => 'Your new text here' [...] If this is the wrong way to do it, hopefully someone will present the correct solution. I'm pretty new to OTRS myself. -- Lars

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RE: [otrs] Re: newbie needs help with notifications
by Lars Jørgensen 10 Jan '08

10 Jan '08

> perhaps a nice way to make it easier so others don't make same > mistake(and keep asking same question) is to have some bold italicized > text that say "Make sure to SELECT all queues otherwise you won't > receive notifications".... That's a work-around. The nice way would be to make an interface that adheres to the standards that people know. The admin of OTRS is a user interface disaster - yes, everything works fine, but you have to forget most of what you know about how a user interface is supposed to work. Luckily most of the frontend makes perfect sense. -- Lars

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