January 2008 - otrs - OTRS mailing lists

RE: [otrs] Clarification on LDAP authentication.
by Lars Jørgensen 29 Jan '08

29 Jan '08

> So, when someone goes to the customer.pl or index.pl website,=20 > even if they are > logged into their computer with a AD domain user, the website=20 > will STILL > prompt them for a username and password? Or does it automatically > authenticate them? They will still get prompted. > If you have to provide a login and password, is it your=20 > 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? Yes. OTRS sends the entered username and password to the LDAP server for = verification. OTRS does not store usernames or passwords locally. > Also, if the AD domain requires an account to access it, does=20 > this account > have to have "privileges" to the ldap server? Or can it just=20 > be a user? Any user will do. > Also, do I have to create EACH user within OTRS in order for=20 > an LDAP user to log in? CUSTOMERS: No.=20 AGENTS: Yes. Don't enter password information. --=20 Lars _______________________________________________ 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] Error creating new customer account
by Nils Breunese (Lemonbit) 29 Jan '08

29 Jan '08

Ceri wrote: > 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. It seems your version of IO::Handle doesn't recognise '>:' as an open mode. I'd say the open mode should be something like 'r' (read) or 'w' (write), but I don't know enough Perl to know whether '>:' is some special construct only recognized in newer versions of IO::Handle or something. You could file this as a bug on http://bugs.otrs.org/. The developers may know a fix/workaround. Nils _______________________________________________ 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/

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LDAP auth works; one more question about SSO
by Nielson, Adam 29 Jan '08

29 Jan '08

Hello all, 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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AW: [otrs] new OTRS installation
by Armann, Gregor 28 Jan '08

28 Jan '08

Hi! > What does this error mean: > Software error: > Died at /var/www/otrs/bin/cgi-bin/../../Kernel/Config/Defaults.pm > line 2138. If you just have a fresh installation on a different directory then /opt/otrs... set manually in ...otrs/Kernel/Config.pm After: package Kernel::Config; sub Load { my $Self = shift; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # Start of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # This line: $Self->{Home} = '/yourpath/otrs'; Gregor Armann

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issue with Responsible
by sharif islam 28 Jan '08

28 Jan '08

Hi, We are having some issues with the Responsible feature It seems that if the agent even moves the ticket to another queue it marks him/her as responsible. Is there a way around it? The issue is in this case, the actual responsible agent is the owner, not the agent that moved the ticket. So the 'responsible' agent getting follow up notification that they don't need to see. --sharif

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Blank Online Repository Source
by Miguel Dias 28 Jan '08

28 Jan '08

Hy all My question is my Online Repository Source have no option and thi screenshot http://doc.otrs.org/2.1/en/html/x1144.html I see one Master source. Is there anyway to fix it? Thank you Miguel

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new OTRS installation
by Andrew Meyer 28 Jan '08

28 Jan '08

What does this error mean: Software error: Died at /var/www/otrs/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2138. Andrew Meyer Unix Systems Administrator 314-787-0681 x39 314-565-0868 (cell) 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139 http://www.precisionpractice.com/

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RE: otrs Digest, Vol 54, Issue 67
by Andrew Meyer 28 Jan '08

28 Jan '08

Nils, Emails aren't being sent out with ticket number in them. I am working on upgrading it. But I am having some issues. I would like to get this fixed so the transition is a little better. Andrew Meyer Unix Systems Administrator 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139 http://www.precisionpractice.com/ ------------------------------ Message: 3 Date: Fri, 25 Jan 2008 19:35:26 +0100 From: "Nils Breunese (Lemonbit)" <nils(a)lemonbit.nl> Subject: Re: [otrs] Customer Ticket Notification To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <DC361B0C-6BF0-46CB-B312-0A61FB8DC02C(a)lemonbit.nl> Content-Type: text/plain; charset=WINDOWS-1252; format=flowed; delsp=yes Andrew Meyer wrote: > Hi everyone I seem to be having some trouble lately. I am running > Debian 4.0r1, using OTRS 2.0.4. As of about a month ago, the > tickets numbers going out to the user/customer seemed to have > stopped. I can't find where I would look to fix this. I'm not sure > what file I need to look at to check to see if the perl file is > doing its job. The logs don't tell me much. What keywords would I > be using on google? The ticket numbers seemed to have stopped? What does that mean exactly? Did the number stop increasing? Is there no ticket number in the subject of outgoing e-mails? Have you checked the changelogs to see if maybe a newer version of OTRS might fix this? (The current version is 2.2.4.) > Also, how do I increase the size of the attachments going in and out > of OTRS? I have the room. I need to increase it to 10MB from 6MB. > If someone could please help me out a little bit I would be greatful. Do you use the database for attachments? If so, you probably need to increase max_packet_size in the MySQL config. Nils Breunese. ------------------------------ End of otrs Digest, Vol 54, Issue 67 ************************************

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bug report
by Lars Jørgensen 28 Jan '08

28 Jan '08

Hi. I've submitted a couple of bug reports via bugs.otrs.org. The first one, http://bugs.otrs.org/show_bug.cgi?id=2627, was submitted on January 17th and still has status "New". Does anybody actually check the bug submissions or should I just be more patient? Anyhow, the second bug is as follows, in case anybody else stumbles upon it: If you have limited your customers to select only queues from the list at CustomerPanelOwnSelection, the system will break and not be able to create new tickets if the queue names contain Danish characters (æ, ø and å). Traceback: ERROR: OTRS-CGI-1 Perl: 5.8.8 OS: linux Time: Mon Jan 28 13:25:56 2008 Message: Need TicketID! Traceback (12693): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.147) Line: 83 Module: Kernel::Modules::CustomerTicketMessage::Run (v1.24) Line: 318 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.20) Line: 704 Module: /opt/otrs/bin/cgi-bin/customer.pl (v1.37) Line: 47 -- Lars Jørgensen Netværksadministrator Gyldendal A/S Tlf. 33 75 57 95

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