December 2008 - otrs - OTRS mailing lists

recieving mail on exchange/imap
by sol sol 21 Dec '08

21 Dec '08

Hi, i am having problems connecting to the exchange server with imap. When i setup otrs like mentioned in the manual id does not receive my mail.. using the same settings in example thunderbird works fine, but otrs does not. Also i want to access some public folders on the excange server, can some explain me how to define this mail box in otrs settings? they are not pass binded but access is granted with changing profiles in exchange. also i would like to leave a copy on the mail servers, is this possible? thanks!

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How to categorize Tickets - Analyze spent time on categories
by ml＠bortal.de 19 Dec '08

19 Dec '08

Hello List, i would like to "Categorize" my tickets in order to find out how much time we spend on Ticket Categories. E.g. i want to know how much time we spend with Network-Support, Development or Telephone Calls. Is there a way to put Tickets into categories an then analyze how much time we spent on it? (in order to see where the fricking time is going ;) Cheers, Mario

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LDAP errors
by Sajit Kalidas 19 Dec '08

19 Dec '08

Hi, Please assist - I am trying to integrate into AD. Firstly, can someone verify that I have the correct understanding of the process: - Created a user sajitk in OTRS - this is the same name as my AD account but the passwords are different. - Am I correct in assuming that I do not need to manually create all the users in OTRS and that they will be created when they logon for the first time (agent sync process)? I have placed the following code into the config.pm file $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'devimon'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=rewards,dc=co,dc=za'; $Self->{'AuthModule::LDAP::UID'} = 'name'; $Self->{'AuthModule::LDAP::Charset'} = 'iso-8859-1'; $Self->{'AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; $Self->{UserSyncLDAPMap} = { DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; I am getting the following error in the log file: User: sajitk (DC=sajitk,DC=rewards.co.za,CN=MicrosoftDNS,CN=System,DC=rewards,DC=co,D C=za) authentication failed: '80090308: LdapErr: DSID-0C09030B, comment: AcceptSecurityContext error, data 525, v893 It appears to me that the user is being recognized in AD but it is not being authenticated. I am using the correct credentials. Please help - this is getting very frustrating. Thanks Sajit ##################################################################################### This e-mail message has been scanned for Viruses and Content and cleared by MailMarshal #####################################################################################

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OTRS
by sol sol 18 Dec '08

18 Dec '08

Hi, I am trying to setup a test system: Used system win 2000 (no admin access) Xampp I can not seem te be able to get this otrs running with xampp, and i cant find info about it. Can some one help me out with this?

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Closed tickets reopening themselves via email
by Faith Senie 18 Dec '08

18 Dec '08

I could have sworn there was a thread recently about this, but I can't find it in the archives. I just completed a ticket, sent email to the customer, and closed the ticket. OTRS appears to have sent an automated email to the ticketing system telling it "This ticket has been closed!" Since the subject of the email contains the ticket number, OTRS sees this email as a followup to the original ticket, and reopens the ticket. Every time I close the ticket, the action of closing the ticket generates another email telling the system the ticket is closed, which reopens the ticket yet again. I can't get it to close and stay closed. Is there some setting somewhere that controls where OTRS sends notifications like this, or whether it sends such notifications? Thanks, Faith

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Regarding the integration of OTRS Nagios (Monitoring tool)
by vishal sanghi 18 Dec '08

18 Dec '08

HiI am really sorry for the previous post . Please ignore that.Can anyone have documentation for integration of OTRS with monitoring tool Nagios.. Thanks and regardsVishal Sanghi Explore your hobbies and interests. Go to http://in.promos.yahoo.com/groups/

2 1

Customer Interface without login
by chris 18 Dec '08

18 Dec '08

Hey all, I've been looking for a way to let customers just go to my support page and fill out a web form to submit a ticket. Is there a built-in function to do this or am I going to have to learn perl to get this to work. I've been looking at modifying the Framework::Customer::Auth::HTTPAuth script to feed httpauth a generic login, but no dice so far. Thanks hax

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OTRS 2.3.3 - Authenticating against Windows 2K3 AD failing
by Andy Ashley 18 Dec '08

18 Dec '08

Hi all, Perhaps someone can shed some light on this. I have scoured the net and forums pretty well.. I have a machine, Gentoo Linux running Apache (2.2.9) with PHP (5.2.5-p17) and Net::LDAP (perl-ldap-0.39). /etc/resolv.conf search subdomain.domain.tld nameserver 192.168.100.10 OTRS (2.3.3, tried 2.3.2 too, same result) is running as an Apache vhost. I have restarted Apache after config changes as suggested by someone who discovered that this is sometimes needed although it really shouldnt be.. I have configured OTRS to authenticate against a Windows 2K3 AD server, relevant(hopefully) config is as follows: $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = '192.168.100.10'; $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=INTERNAL,dc=subdomain,dc=domain,dc=tld'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::GroupDN'} = 'cn=otrs_users,cn=Users,dc=subdomain,dc=domain,dc=tld'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=binddn_user,OU=Service Accounts,dc=subdomain,dc=domain,dc=tld'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'Mypa55word'; $Self->{'AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; $Self->{UserSyncLDAPMap} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; $Self->{UserSyncLDAPGroups} = [ 'users', ]; I left out the group filtering bits as I just want to get it working before trying to lock it down. Now, if I attempt to log in as a user in the INTERNAL OU (or any user for that matter), I get a failure: Login Failed! Your username or password was entered incorrectly. (I double checked the password, AD account is not locked out and is part of the otrs_users group which is in the Service Accounts OU) From: /var/log/otrs.log [Wed Dec 17 17:05:11 2008][Error][Kernel::System::Auth::LDAP::Auth][191] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece A look at the AD Security logs says that the binddn_user is sucessfully authenticating/logging out but nothing much else. Any help much appreciated! Thanks. -- Regards, Andy Ashley.

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OTRS connection over ODBC to MSSQL
by Patrick Schiess 18 Dec '08

18 Dec '08

hi, does anyone of you guys have experiences with an ODBC connection from an OTRS system that runs on a linux system to a MSSQL database? maybe you will ask, why the heck i want to connect to a MSSQL database as i have the possibility to you a MySQL database on the linux machine... well, we need a functionality that doesn't exist on MySQL so far i know... thanks for some replies on this post. regards, patrick.

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Regarding the integration of OTRS with the other tools.
by vishal sanghi 18 Dec '08

18 Dec '08

Add more friends to your messenger and enjoy! Go to http://messenger.yahoo.com/invite/

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