January 2008 - otrs - OTRS mailing lists

Clarification on LDAP authentication.
by Nielson, Adam 29 Jan '08

29 Jan '08

Ok, so it appears I have it "working" with an AD forest. I wanted to clarify what it does. So, when someone goes to the customer.pl or index.pl website, even if they = are logged into their computer with a AD domain user, the website will STIL= L prompt them for a username and password? Or does it automatically authen= ticate them? If you have to provide a login and password, is it your domain username (as= it appears to be) and then instead of them having to store their password = information in a SQL database, its just stored on the AD domain? Also, if the AD domain requires an account to access it, does this account = have to have "privileges" to the ldap server? Or can it just be a user? Also, do I have to create EACH user within OTRS in order for an LDAP user t= o log in? Thank you, Adam Nielson _______________________________________________ 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/ _______________________________________________ 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/ _______________________________________________ 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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Setting Ticket's TextFrees and Priority from incoming email's header
by Alberto Benini 29 Jan '08

29 Jan '08

Hi all, I want to set some values of TicketTextFrees and the priority with the header of the incoming emails, but the created tickets have the priority and the TicketTextFrees values not defined... For Example the header of the email is: X-OTRS-Priority: 2 X-OTRS-TicketKey1: TicketFreeText1 X-OTRS-TicketValue1: Product1 X-OTRS-TicketKey2: TicketFreeText2 X-OTRS-TicketValue2: Type1 X-OTRS-TicketKey3: TicketFreeText3 X-OTRS-TicketValue3: Component1 What is wrong? I have to define a new filter in "PostMaster Filter"? How? Can anyone help me? Thanks in advance, Alberto

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Re: [otrs] Zlib uncompress error
by Nils Breunese (Lemonbit) 29 Jan '08

29 Jan '08

Jeff wrote: > I'm getting the following error when I try to print a ticket from > the customer's zoom ticket page: > > Undefined subroutine &Compress::Zlib::uncompress called at /usr/lib/ > perl5/site_perl/5.8.5/PDF/API2/Basic/TTF/Name.pm line 110. > > Line 10 in my name.pm is: $apple_encodings[0][$i] = [unpack("n*", > Compress::Zlib::uncompress(unpack("u", $apple_encs[$i])))] > > Any ideas what might be causing this? Yum says Zlib is up to date. > I thought that perhaps customer.pl was sending an extra "&" to > name.pm.... > > Thanks in advance for any help... Does ~otrs/bin/otrs.checkModules tell you that Compress::Zlib is installed ok? Nils Breunese. _______________________________________________ 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/ _______________________________________________ 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/ _______________________________________________ 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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Re: [otrs] OTRS support for virtual sites
by Richard Hinkamp - BeSite 29 Jan '08

29 Jan '08

I think is would be possible. You would need to change some OTRS code though. You could have per site an index.pl which loads OTRS from a shared location. You would have to create a way to tell OTRS where to find the config for this specific install. Same thing must be done for customer.pl and faq.pl etc and for every script you may want to run (pop3 fetching, pending jobs, etc). If you can code perl, I think it will be possible to achieve this. Wouldn't know if my theory works in practice, so no guarantees! ;) Regards, RIchard _______________________________________________ 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/ _______________________________________________ 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/ _______________________________________________ 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/ _______________________________________________ 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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Re: [otrs] Clarification on LDAP authentication.
by Shawn Beasley 29 Jan '08

29 Jan '08

Hi Adam schrieb: > Ok, so it appears I have it "working" with an AD forest. > > I wanted to clarify what it does. > > So, when someone goes to the customer.pl or index.pl website, even if they are logged into their computer with a AD domain user, the website will STILL prompt them for a username and password? Or does it automatically authenticate them? > > You can do both, theoretically. The standard usage will only authenticate the users entry based on their AD credentials > If you have to provide a login and password, is it your domain username (as it appears to be) and then instead of them having to store their password information in a SQL database, its just stored on the AD domain? > > Correct! For Agents, the login information (username, email, first name, lastname) will be stored in the system_user table, but the password will be verified by the AD. For customers, all the user information will be called up every time. This can be cached, but it will not be written in the DB. > Also, if the AD domain requires an account to access it, does this account have to have "privileges" to the ldap server? Or can it just be a user? > > It only has to be a memeber, becuase all AD users can search the AD. > Also, do I have to create EACH user within OTRS in order for an LDAP user to log in? > > No. -- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97521 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann _______________________________________________ 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/ _______________________________________________ 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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Error creating new customer account
by Ceri 29 Jan '08

29 Jan '08

Hi, I am trying out OTRS to see if it fits our needs for a helpdesk system. However I am running into a problem when I try to create a new customer account via customer.pl. When I hit create I get the following error: Software error: IO::Handle: bad open mode: >: at /opt/otrs/bin/cgi-bin/../../Kernel/cpan-lib/MIME/Entity.pm line 1925 It looks like the user account has been created because If I go back and try again it tells me that the account already exists. I am running on Red Hat Enterprise Linux ES release 3 (Taroon Update 4) perl -v shows Summary of my perl5 (revision 5.0 version 8 subversion 0) configuration: Platform: osname=linux, osvers=2.4.21-14.elsmp, archname=i386-linux-thread-multi uname='linux tweety.build.redhat.com 2.4.21-14.elsmp #1 smp wed apr 14 18:55:47 edt 2004 i686 i686 i386 gnulinux ' config_args='-des -Doptimize=-O2 -g -pipe -march=i386 -mcpu=i686 -Dmyhostname=localhost -Dperladmin=root@localhost -Dcc=gcc -Dcf_by=Red Hat, Inc. -Dinstallprefix=/usr -Dprefix=/usr -Darchname=i386-linux -Dvendorprefix=/usr -Dsiteprefix=/usr -Dotherlibdirs=/usr/lib/perl5/5.8.0 -Duseshrplib -Dusethreads -Duseithreads -Duselargefiles -Dd_dosuid -Dd_semctl_semun -Di_db -Ui_ndbm -Di_gdbm -Di_shadow -Di_syslog -Dman3ext=3pm -Duseperlio -Dinstallusrbinperl -Ubincompat5005 -Uversiononly -Dpager=/usr/bin/less -isr' hint=recommended, useposix=true, d_sigaction=define usethreads=define use5005threads=undef useithreads=define usemultiplicity=define useperlio=define d_sfio=undef uselargefiles=define usesocks=undef use64bitint=undef use64bitall=undef uselongdouble=undef usemymalloc=n, bincompat5005=undef Compiler: cc='gcc', ccflags ='-D_REENTRANT -D_GNU_SOURCE -DTHREADS_HAVE_PIDS -DDEBUGGING -fno-strict-aliasing -I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64 -I/usr/include/gdbm', optimize='-O2 -g -pipe -march=i386 -mcpu=i686', cppflags='-D_REENTRANT -D_GNU_SOURCE -DTHREADS_HAVE_PIDS -DDEBUGGING -fno-strict-aliasing -I/usr/local/include -I/usr/include/gdbm' ccversion='', gccversion='3.2.3 20030502 (Red Hat Linux 3.2.3-42)', gccosandvers='' intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=1234 d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12 ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t', lseeksize=8 alignbytes=4, prototype=define Linker and Libraries: ld='gcc', ldflags =' -L/usr/local/lib' libpth=/usr/local/lib /lib /usr/lib libs=-lnsl -lgdbm -ldb -ldl -lm -lpthread -lc -lcrypt -lutil perllibs=-lnsl -ldl -lm -lpthread -lc -lcrypt -lutil libc=/lib/libc-2.3.2.so, so=so, useshrplib=true, libperl=libperl.so gnulibc_version='2.3.2' Dynamic Linking: dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-rdynamic -Wl,-rpath,/usr/lib/perl5/5.8.0/i386-linux-thread-multi/CORE' cccdlflags='-fPIC', lddlflags='-shared -L/usr/local/lib' Characteristics of this binary (from libperl): Compile-time options: DEBUGGING MULTIPLICITY USE_ITHREADS USE_LARGE_FILES PERL_IMPLICIT_CONTEXT Locally applied patches: MAINT18379 Built under linux Compiled at Oct 5 2004 13:02:53 @INC: /usr/lib/perl5/5.8.0/i386-linux-thread-multi /usr/lib/perl5/5.8.0 /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.0/i386-linux-thread-multi /usr/lib/perl5/5.8.0 The output from otrs.checkModules shows CGI ... ok Date::Pcalc ... ok Date::Format ... ok DBI ... ok DBD::mysql ... ok Digest::MD5 ... ok Crypt::PasswdMD5 ... ok LWP::UserAgent ... ok IO::Scalar ... ok IO::Wrap ... ok MIME::Base64 ... ok MIME::Tools ... ok Mail::Internet ... ok Net::DNS ... ok Net::POP3 ... ok Net::LDAP ... not installed! (for directory authentication - not required) Net::SMTP ... ok Authen::SASL ... ok GD ... ok GD::Text ... ok GD::Graph ... ok GD::Graph::lines ... ok GD::Text::Align ... ok XML::Parser ... ok PDF::API2 ... not installed! (for PDF output - not required) Compress::Zlib ... not installed! (for PDF output - not required) So i dont think that I am missing anything there. perl -cw bin/cgi-bin/index.pl perl -cw bin/PostMaster.pl perl -cw bin/cgi-bin/installer.pl all show syntax OK Could anyone point me in the right direction. Cheers Ceri -- Ceri Townsend Systems Administrator cerit(a)teleord.co.uk _______________________________________________ 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/ _______________________________________________ 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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Re: [otrs] Zlib uncompress error
by Jeff 29 Jan '08

29 Jan '08

It does say that Compress::Zlib is installed ok. However, it returns the following between XML::Parser and PDF::API2: Use of uninitialized value in concatenation (.) or string at /usr/lib/perl5/5.8.5/i386-linux-thread-multi/Scalar/Util.pm line 30, <DATA> line 228. Jeff ----- Original Message ----- From: "Nils Breunese (Lemonbit)" <nils(a)lemonbit.nl> To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Sent: Saturday, January 19, 2008 7:37 PM Subject: Re: [otrs] Zlib uncompress error > Jeff wrote: > >> I'm getting the following error when I try to print a ticket from the >> customer's zoom ticket page: >> >> Undefined subroutine &Compress::Zlib::uncompress called at /usr/lib/ >> perl5/site_perl/5.8.5/PDF/API2/Basic/TTF/Name.pm line 110. >> >> Line 10 in my name.pm is: $apple_encodings[0][$i] = [unpack("n*", >> Compress::Zlib::uncompress(unpack("u", $apple_encs[$i])))] >> >> Any ideas what might be causing this? Yum says Zlib is up to date. I >> thought that perhaps customer.pl was sending an extra "&" to name.pm.... >> >> Thanks in advance for any help... > > Does ~otrs/bin/otrs.checkModules tell you that Compress::Zlib is > installed ok? > > Nils Breunese. > _______________________________________________ > 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/ > > __________ NOD32 2807 (20080119) Information __________ > > This message was checked by NOD32 antivirus system. > http://www.eset.com > > _______________________________________________ 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/ _______________________________________________ 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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Zlib uncompress error
by Jeff 29 Jan '08

29 Jan '08

I'm getting the following error when I try to print a ticket from the customer's zoom ticket page: Undefined subroutine &Compress::Zlib::uncompress called at /usr/lib/perl5/site_perl/5.8.5/PDF/API2/Basic/TTF/Name.pm line 110. Line 10 in my name.pm is: $apple_encodings[0][$i] = [unpack("n*", Compress::Zlib::uncompress(unpack("u", $apple_encs[$i])))] Any ideas what might be causing this? Yum says Zlib is up to date. I thought that perhaps customer.pl was sending an extra "&" to name.pm.... Thanks in advance for any help... _______________________________________________ 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/ _______________________________________________ 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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Clarification on LDAP authentication.
by Nielson, Adam 29 Jan '08

29 Jan '08

Ok, so it appears I have it "working" with an AD forest. I wanted to clarify what it does. So, when someone goes to the customer.pl or index.pl website, even if they = are logged into their computer with a AD domain user, the website will STIL= L prompt them for a username and password? Or does it automatically authen= ticate them? If you have to provide a login and password, is it your domain username (as= it appears to be) and then instead of them having to store their password = information in a SQL database, its just stored on the AD domain? Also, if the AD domain requires an account to access it, does this account = have to have "privileges" to the ldap server? Or can it just be a user? Also, do I have to create EACH user within OTRS in order for an LDAP user t= o log in? Thank you, Adam Nielson _______________________________________________ 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/ _______________________________________________ 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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Re: [otrs] Zlib uncompress error
by Nils Breunese (Lemonbit) 29 Jan '08

29 Jan '08

Jeff wrote: > I'm getting the following error when I try to print a ticket from > the customer's zoom ticket page: > > Undefined subroutine &Compress::Zlib::uncompress called at /usr/lib/ > perl5/site_perl/5.8.5/PDF/API2/Basic/TTF/Name.pm line 110. > > Line 10 in my name.pm is: $apple_encodings[0][$i] = [unpack("n*", > Compress::Zlib::uncompress(unpack("u", $apple_encs[$i])))] > > Any ideas what might be causing this? Yum says Zlib is up to date. > I thought that perhaps customer.pl was sending an extra "&" to > name.pm.... > > Thanks in advance for any help... Does ~otrs/bin/otrs.checkModules tell you that Compress::Zlib is installed ok? Nils Breunese. _______________________________________________ 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/ _______________________________________________ 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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