January 2008 - otrs - OTRS mailing lists

Editing the auto-reply parameters
by Измайлов Александр 25 Jan '08

25 Jan '08

Hi, I'm trying to make the auto-response system to send this text in the SUBJECT field of the letter: >> [Company_Name#Ticket_Number] Re: _The_subject_of_the_original_customer_email_ And to do this I use this code in the SUBJECT field of the auto-reply: >> [Company_Name#<OTRS_Ticket_Number>] Re: <OTRS_CUSTOMER_Subject> But instead of the result I need to get I have this as the email subject: >> [Company_Name#1000602] <OTRS_CUSTOMER_Subject> Any ideas on what I am doing wrong?

3 4

trouble dispatching incoming email to correct queue
by Stan McFarland 25 Jan '08

25 Jan '08

Hi, Here's my problem. My office uses MS Exchange as its primary e-mail provider. We have a previously created distribution list called DL WEBSUPPORT, that used to send mail to a group of individuals, but now sends mail to a single UNIX address called websupport(a)mymachine.mydomain.com (name changed to protect the innocent). The addressee "websupport" is an alias for the "otrs" account. The mail sent to DL WEBSUPPORT correctly makes it into OTRS, but I can't get it to go the correct queue. If I look at the e- mail "to" line, I was expecting to see "websupport(a)mymachine.mydomain.com", but instead I see: To: "DL WEBSUPPORT" <WEBSUPPORT(a)mycompany.com> So I tried adding a filter: From: DL WEBSUPPORT X-OTRS-Queue: websupport But the e-mails still go into the "Raw" queue, not the "websupport" queue. Can someone offer any advice? Thanks, Stan

1 1

Script to add a customer
by Martin Rodriguez 25 Jan '08

25 Jan '08

Hi forum. I would like to know if there is a script to change the password of a customer. Like the script otrs.setPassword (I suppose this one is to change an agent password). Thanks in advance. Best regards. Tincho.rn

1 0

RE: [otrs] OpenLDAP
by Lars Jørgensen 25 Jan '08

25 Jan '08

> You can also install auto-apt and use that to find out what package > provides what you're looking for: Great, thanks! -- Lars

1 0

OpenLDAP
by Nielson, Adam 25 Jan '08

25 Jan '08

I am banging my head against the wall with LDAP authentication. I have tried everything! I now have access to a server, "ldap.test.com" and know the ou=People, and can use tools like Softerra LDAP Browser to confirm all this (via anonymous access). What am I doing wrong? All the documentation reflects an AD environment, is this my problem? Should the line: $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; <--- and related lines be something different for OpenLDAP? I have tried leaving the login info blank, commented out, left in, etc. I have tried the line: $Self->{'AuthModule::LDAP::Host'} = 'ldap.test.com'; <--- with and without port number. I have tried the line: $Self->{'AuthModule::LDAP::BaseDN'} = 'o=test.com'; <--- Ive also tried it with the ou=People added in, I don't see anything for a dc=, but ive tried all kinds of variants. I am now getting NO errors in apache error_log, no otrs errors, etc. When I try to access the website at /otrs/index.pl it appears to be working (the reset password option is gone) but nothing works. My local DB accounts no longer work (as expected) but NOTHING works! I have a user named adnielson already in OTRS with the same password as on LDAP, not working. All I get in the login prompt (should it auto log me in??) and when I try anything for a username/password, it just tells me its incorrect. I have followed peoples guides, the official doc, googled everything, etc. All I find is how to set it up to work with an AD forest, and following that only renders the above results. ANY help that someone can provide me would be greatly appreciated. I am at a loss on what it could be or what is going wrong! P.S. - I am running on RHEL 5, I installed net:ldap for perl, used an RPM I found online, and even updated the package via redhats update tool.

5 6

RE: [otrs] OpenLDAP
by Lars Jørgensen 25 Jan '08

25 Jan '08

> Try 'ldapsearch -x uid=<your identifier/loginname>' Do you know which debian package provides ldapsearch? -- Lars

4 3

(no subject)
by Matas Labasauskas 25 Jan '08

25 Jan '08

Hello, maybe someone faced this problem too: when i'm trying to generate a graph using stats module it gives me always the same error doesn't matter what kind of report i would like to generate. Traceback: ERROR: OTRS-CGI-79 Perl: 5.8.8 OS: linux Time: Fri Jan 25 13:41:59 2008 Message: Can't cache StatID 10: The selected end time is in the future! Traceback (19366): Module: Kernel::System::Stats::GenerateDynamicStats (v1.25) Line: 1165 Module: Kernel::System::Stats::StatsRun (v1.25) Line: 2238 Module: Kernel::Modules::AgentStats::Run (v1.33) Line: 1906 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.81) Line: 47 thank you! -- Matas Labasauskas

1 0

RE: [otrs] Clarification on LDAP authentication.
by Lars Jørgensen 25 Jan '08

25 Jan '08

> 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? They will still get prompted. > 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? 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 > this account > have to have "privileges" to the ldap server? Or can it just > be a user? Any user will do. > Also, do I have to create EACH user within OTRS in order for > an LDAP user to log in? CUSTOMERS: No. AGENTS: Yes. Don't enter password information. -- Lars

1 0

Export Search result in CSV
by vimal pillai 25 Jan '08

25 Jan '08

Hi, I am trying to export the search results (from the agent area) to a csv file.Can anyone help me in doing that? Regards, Vimal

1 0

RE: [otrs] Default state for answer templates
by Lars Jørgensen 25 Jan '08

25 Jan '08

> 2. I'm making up template answers for different queues. Every > time you open > such an answer you can also change the next state of the > ticket after this > answer is sent. Is there a way to limit the list of possible > states for each > different template? Or at least specify the default next > state for each template? You can't do it on a template level (maybe with ACLs, I haven't tried) but it is easily done on a global level in OTRS. Go to Admin -> Sysconfig -> Ticket -> Frontend::Agent::Ticket::ViewCompose Scroll down to Ticket::Frontend::AgentTicketCompose###StateType and enter the states you want the agents to be able to select when composing a follow-up email. -- Lars

1 0