February 2008 - otrs - OTRS mailing lists

signature
by Andrew Meyer 22 Feb '08

22 Feb '08

Where do I change the position of the signature? I know I have asked this before but, can't find the old email. Andrew Meyer Unix Systems Administrator 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139

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Authenticate Against Multiply LDAP servers
by Keith O'Brien 22 Feb '08

22 Feb '08

Using the documentation and Online resource I have gotten LDAP authentication working. I also have CustomerUser1 and CustomerUser2 working. I can lookup users from either LDAP server. However I did not find anything on getting Authentication working on multiply LDAP servers for Customers or Agents. If this is possible any links or information would be greatly appreciated. If you need any additional information such as Config.pm please let me know. Thanks, Keith O'Brien This message is the property of R/GA and contains information which may be privileged or confidential. It is meant only for the intended recipients and/or their authorized agents. If you believe you have received this message in error, please notify us immediately by return e-mail or by forwarding this message to postmaster(a)rga.com, and destroy any printed or electronic copies of the message. Any unauthorized use, dissemination, disclosure, or copying of this message or the information contained in it, is strictly prohibited and may be unlawful. Thank you.

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ticket closed notification
by Craig Meirick 22 Feb '08

22 Feb '08

I have been looking for a way to notify the responsible person of a ticket that it has been closed by the owner. As a responsible person of a ticket I will monitor that ticket until it is closed but I don't want to constantly have to ask an owner of a ticket if they have closed it. Thanks in advance. >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu

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RE: [otrs] LDAP customer authentication with AD not workng, please help?
by Leigh Reed 22 Feb '08

22 Feb '08

Hi, Thanks for all your help. I now have it working. I copied the bit about filtering out computers and invalid accounts and pasted into the config.pm file and I left the rest alone as this was working correctly. So my complete LDAP config looks like this: ## Set up LDAP for Customer authentication to the Frontend for customers. $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '192.168.1.10'; # 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'} = 'dc=woodberry, dc=wbhltd, 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'} = 'otrs'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'whatever'; # We only need to see users. Not computers and no disabled users. $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = '(&(!(objectClass=Computer))(!(userAccountControl:1.2.840.113556.1.4.803:=2)))'; ## 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 => '192.168.1.10', BaseDN => 'dc=woodberry, dc=wbhltd, dc=com', SSCOPE => 'sub', UserDN => 'otrs', UserPw => 'whatever', # 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', # We only need to see users. Not computers and no disabled users. AlwaysFilter => '(&(!(objectClass=Computer))(!(userAccountControl:1.2.840.113556.1.4.803:=2)))', }, 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. # 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' ], ], }; However I still couldn't log in to the customer frontend. So I took your suggestion of looking in the otrs.log file (I didn't know there was one so I never looked before) and this is what it said: "Fri Feb 22 10:38:08 2008][Notice][Kernel::System::CustomerAuth::LDAP::Auth] CustomerUser: Leigh Reed@wbhltd.com@wbhltd.com authentification failed, no LDAP entry found!BaseDN='dc=woodberry, dc=wbhltd, dc=com', Filter='(&(sAMAccountName=Leigh Reed@wbhltd.com@wbhltd.com)(&(!(objectClass=Computer))(!(userAccountControl:1.2.840.113556.1.4.803:=2))))', (REMOTE_ADDR: 127.0.0.1)." Notice the part where it says "CustomerUser: Leigh Reed@wbhltd.com@wbhltd.com <mailto:Reed@wbhltd.com@wbhltd.com> ". It hit me that I had changed the Customer::AuthModule::LDAP::UserSuffix: to @wbhltd.com in the Frontend::Customer::Auth option in SysConfig > Framework when I first started messing about with the LDAP configuration a few days ago. So instead of sending the login "Leigh Reed(a)wbhltd.com" which is correct it was adding another @wbhltd.com to end making it incorrect. I literally jumped out of my chair when it worked lol, it's been bugging me for days. Thanks again for everyone's help. Leigh ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sune T. Tougaard Sent: 22 February 2008 08:06 To: User questions and discussions about OTRS.org Subject: RE: [otrs] LDAP customer authentication with AD not workng, please help? Hi Leigh, The customer data and customer login, i think, is actually two different parts of config.pm. Here's parts of my working config. Replace the obvious enclosed in <>. # Customer Authentication backend. $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; # Have seen a few issues when using specific hostnames or IP addresses. Using domain works. $Self->{'Customer::AuthModule::LDAP::Host'} = '<subdom>.<dom>.<tld>'; # Where do you want to start searching? $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'DC=<subdom>,DC=<dom>,DC=<tld>'; # What LDAP attribute would you like to use as User ID in OTRS? $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; # LDAP search credentials. Dunno if a full DN is required or if just the username is enough. Have only tried this. $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=<username>,OU=<yet another OU>,OU=<users OU>,DC=<subdom>,DC=<dom>,DC=<tld>'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = '<password>'; # We only need to see users. Not computers and no disabled users. $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = '(&(!(objectClass=Computer))(!(userAccountControl:1.2.840.113556.1.4.803:=2)))'; ** # Customer DATA backend. $Self->{CustomerUser} = { Name => '<displayname>', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => '<subdom>.<dom>.<tld>', BaseDN => 'DC=<sub>,DC=<dom>,DC=<tld>', # Search Scope. (one|sub). One-Level or entire Sub-Tree SSCOPE => 'sub', # LDAP search credentials. Dunno if a full DN is required or if just the username is enough. Have only tried this. UserDN => 'CN=<username>,OU=<yet another OU>,OU=<users OU>,DC=<subdom>,DC=<dom>,DC=<tld>', UserPw => '<password>', # This is needed to avoid issues with ae, oe, aa. Dunno what happens or if it's entirely correct. SourceCharset => 'utf-8', DestCharset => 'utf-8', # We only need to see users. Not computers and no disabled users. AlwaysFilter => '(&(!(objectClass=Computer))(!(userAccountControl:1.2.840.113556.1.4.803:=2)))', }, <i think this matches your config> }; Event though the web-interface says "Login failed! Your username or password was entered incorrectly.", you may be able to find additional info about the error in the OTRS log file. -- /Sune -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Leigh Reed Sent: 21. februar 2008 18:07 To: User questions and discussions about OTRS.org Subject: RE: [otrs] LDAP customer authentication with AD not workng, please help? Hi, Thank for the quick reply. For some strange reason that config I posted works to some degree. If I log in to the agent frontend, click on admin and then click Customer Users and do a search I can find every object listed in our AD (including users, computers and even old accounts that were deleted). I don't know why it took such a long time to populate as I couldn't find a single user a couple of hours ago. Thinking I had cracked it I tried to log in to the customer frontend but I still get the same error no matter what I use as a login name. This seems very strange to me. If it is communicating with AD and can find the users, how come I can't login to the customer frontend? Thank you Leigh -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Lars Jørgensen Sent: 21 February 2008 16:50 To: User questions and discussions about OTRS.org Subject: Re: [otrs] LDAP customer authentication with AD not workng,please help? Den 21/02/2008 kl. 16.27 skrev leighreed(a)wbhltd.com: > $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=woodberry, > dc=wbhltd, dc=com'; Try this: $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=woodberry, dc=woodberry, dc=wbhltd, dc=com'; -- 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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Quick question to installation
by Warmuth, Christoph 22 Feb '08

22 Feb '08

Hello! We have been testing OTRS::ITSM for quite a while, and now we want to go live. So here are my two questions: Is it possible to install the ITSM modules without a downtime into the running system? Is it possible to uninstall the ITSM components to get back to the standard OTRS? (Certainly everything is backed up) sorry for these stupid questions, but I couldn't find anything in the manual... Thanks in advance, Christoph _____________________________________ SALT Solutions GmbH Christoph Warmuth IT-Service Wörthstr. 15 97082 Würzburg DEUTSCHLAND Fon: +49.931.3573.400 Fax: +49.931.3573.409 Mail: christoph.warmuth(a)salt-solutions.de www.salt-solutions.de Geschäftsführer: Dr. Bernhard Blüthner, Dieter Heyde, Markus Honold Sitz: Oberpfaffenhofen, AG München, HRB 146081

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Auto Responses to all email
by Guyard Marc NIS 22 Feb '08

22 Feb '08

Hi, I have search and not find any response. Do you know if it's possible to reply with a auto response to all email ( to, cc and Bcc ) ? Thanks by advance. Cordialement, Marc GUYARD Pôle Services Managés tel. +33 1 30488296 m.guyard(a)orange-ftgroup.com OBIANE 9 parc ariane - bâtiment gaïa - 78284 guyancourt cedex www.orange-business.com

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Can a new ticket already have info in it?
by Nielson, Adam 22 Feb '08

22 Feb '08

When someone selects who a new ticket is going to (the customer) then can there automatically be information put in the body? Or a way of telling them on the new ticket page the criteria needed? Thank you, Adam Nielson

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RE: [otrs] LDAP customer authentication with AD not workng, pleas e help?
by Sune T. Tougaard 22 Feb '08

22 Feb '08

Hi Leigh, The customer data and customer login, i think, is actually two different parts of config.pm. Here's parts of my working config. Replace the obvious enclosed in <>. # Customer Authentication backend. $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; # Have seen a few issues when using specific hostnames or IP addresses. Using domain works. $Self->{'Customer::AuthModule::LDAP::Host'} = '<subdom>.<dom>.<tld>'; # Where do you want to start searching? $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'DC=<subdom>,DC=<dom>,DC=<tld>'; # What LDAP attribute would you like to use as User ID in OTRS? $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; # LDAP search credentials. Dunno if a full DN is required or if just the username is enough. Have only tried this. $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=<username>,OU=<yet another OU>,OU=<users OU>,DC=<subdom>,DC=<dom>,DC=<tld>'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = '<password>'; # We only need to see users. Not computers and no disabled users. $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = '(&(!(objectClass=Computer))(!(userAccountControl:1.2.840.113556.1.4.803:=2) ))'; ** # Customer DATA backend. $Self->{CustomerUser} = { Name => '<displayname>', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => '<subdom>.<dom>.<tld>', BaseDN => 'DC=<sub>,DC=<dom>,DC=<tld>', # Search Scope. (one|sub). One-Level or entire Sub-Tree SSCOPE => 'sub', # LDAP search credentials. Dunno if a full DN is required or if just the username is enough. Have only tried this. UserDN => 'CN=<username>,OU=<yet another OU>,OU=<users OU>,DC=<subdom>,DC=<dom>,DC=<tld>', UserPw => '<password>', # This is needed to avoid issues with ae, oe, aa. Dunno what happens or if it's entirely correct. SourceCharset => 'utf-8', DestCharset => 'utf-8', # We only need to see users. Not computers and no disabled users. AlwaysFilter => '(&(!(objectClass=Computer))(!(userAccountControl:1.2.840.113556.1.4.803:=2) ))', }, <i think this matches your config> }; Event though the web-interface says "Login failed! Your username or password was entered incorrectly.", you may be able to find additional info about the error in the OTRS log file. -- /Sune -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Leigh Reed Sent: 21. februar 2008 18:07 To: User questions and discussions about OTRS.org Subject: RE: [otrs] LDAP customer authentication with AD not workng, please help? Hi, Thank for the quick reply. For some strange reason that config I posted works to some degree. If I log in to the agent frontend, click on admin and then click Customer Users and do a search I can find every object listed in our AD (including users, computers and even old accounts that were deleted). I don't know why it took such a long time to populate as I couldn't find a single user a couple of hours ago. Thinking I had cracked it I tried to log in to the customer frontend but I still get the same error no matter what I use as a login name. This seems very strange to me. If it is communicating with AD and can find the users, how come I can't login to the customer frontend? Thank you Leigh -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Lars Jørgensen Sent: 21 February 2008 16:50 To: User questions and discussions about OTRS.org Subject: Re: [otrs] LDAP customer authentication with AD not workng,please help? Den 21/02/2008 kl. 16.27 skrev leighreed(a)wbhltd.com: > $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=woodberry, > dc=wbhltd, dc=com'; Try this: $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=woodberry, dc=woodberry, dc=wbhltd, dc=com'; -- 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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Default next ticket state on standart responses
by Guyard Marc NIS 22 Feb '08

22 Feb '08

Hi, I want to know if it's possible to specify the default "next ticket space" for a standart responses ? Thanks by advance. Regards, Marc GUYARD Pôle Services Managés tel. +33 1 30488296 m.guyard(a)orange-ftgroup.com OBIANE 9 parc ariane - bâtiment gaïa - 78284 guyancourt cedex www.orange-business.com

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LDAP customer authentication with AD not workng, please help?
by leighreed＠wbhltd.com 21 Feb '08

21 Feb '08

Hi, I am new to OTRS and the concept of using LDAP to authenticate with Active Directory. I have been working on this for 2 days straight and i've done loads of research and followed everything I have read to the best of my understanding but I can't seem to get it to work. Your help would be appreciated. I have followed the official documentation without success, I have followed tutorials, http://trinityhome.org/Home/index.php?wpid=98&front_id=18 with the same result and I have searched and followed several examples from this forum but again without success. The customer login always gives me the error "Login failed! Your username or password was entered incorrectly." All this suggests to me that I am doing something wrong in the config.pm file but what I do not know. I have tried every combination of user logon I can think of just incase I was putting it in wrong. I've tried [username], [user] [name], username(a)domain.com, username.domain.com & domain\username. I have set up a user account to pull customer info of AD via LDAP as suggested. I called it otrs and it is in the Domain Users group & the Windows Authorisation Access Group as suggested in the tutorial I followed. I also created a group called otrs_allow_c and added a few user accounts in case i needed it. If I open AD Users and Computers at the top of the tree is our domain which is called woodberry.wbhltd.com. We are using Windows Small Business Server 2003 but I am sure it works in the same way with users as Windows Server 2003 does. I copied someones config.pm that was posted here and adapted it to our needs. This is the current version (after about 4 others). It is as follows: ## Set up LDAP for Customer authentication to the Frontend for customers. $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '192.168.1.10'; # 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'} = 'dc=woodberry, dc=wbhltd, 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'} = 'otrs'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'whatever'; ## 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 => '192.168.1.10', BaseDN => 'dc=woodberry, dc=wbhltd, dc=com', SSCOPE => 'sub', UserDN => 'otrs', UserPw => 'whatever', # 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' ], ], }; As I said i've tried several versions including the official version here http://doc.otrs.org/1.3/en/html/ldap-integration.html. I tried changing dc=woodberry to ou=woodberry (as some people use ou instead of dc) but that did nothing. Any help would be greatly appreciated. Thank you -- This message was sent on behalf of leighreed(a)wbhltd.com at openSubscriber.com http://www.opensubscriber.com/messages/otrs@otrs.org/topic.html

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