March 2008 - otrs - OTRS mailing lists

mass resend of ticket replies
by jonathan eclips 06 Mar '08

06 Mar '08

Hello is there a way to resend all previously replied tickets from a certain date ? we had a problem with the mail server not sending any of the replies and i would like to resend them now that everything is fixed thanks Jonathan http://www.zlio.com

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FAQ module
by Andrew Meyer 06 Mar '08

06 Mar '08

The FAQ module continually does not install properly. It just says that it was not deployed correctly. I will look at the logs. I am using OTRS 2.2.5 on Debian 4.0r2. 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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looking for premade stats to import
by Craig Meirick 06 Mar '08

06 Mar '08

Is there any location where I can find already configured stats to import into my stat module? I am looking for one that will give me stats on customers. Thanks. >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<

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Comma instead of semicolon
by Forms 06 Mar '08

06 Mar '08

Hi List, Do you know where/how to change the ";" at Search (CSV output) to use "," ? Thanks in advance Carlos

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Adding a second agent auth
by Lambert, Derek 06 Mar '08

06 Mar '08

I'm in the process of creating an OTRS test environment and attempting to configure LDAP agent authentication. After a bit of reading I managed to get things working. When I tried to log back into OTRS as the root@localhost user though I realized I that I was no longer using the local DB and couldn't get admin access. I tried to add a second agent authentication method following the docs and previous posts but haven't found much information on configuring the DB method. Here is my current config: $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'maddc01.acme.com'; $Self->{'AuthModule::LDAP::BaseDN'} = 'DC=acme,DC=com'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::GroupDN'} = 'CN=Enterprise Desktop Technician,OU=Security Groups,OU=USA,DC=acme,DC=com'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=Lambert\, Derek,OU=Users,OU=USA,DC=acme,DC=com'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'password'; $Self->{'AuthModule::LDAP::AlwaysFilter'} = '(objectCategory=person)'; $Self->{'AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; $Self->{'AuthModule::LDAP::Die'} = 1; $Self->{UserSyncLDAPMap} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; $Self->{UserSyncLDAPGroups} = [ 'users', ]; $Self->{DatabaseUserTable} = 'system_user'; $Self->{DatabaseUserTableUserID} = 'id'; $Self->{DatabaseUserTableUserPW} = 'pw'; $Self->{DatabaseUserTableUser} = 'login'; $Self->{'AuthModule2'} = 'Kernel::System::Auth::DB'; When I try and login as root@localhost I get the following errors in otrs.log: [Wed Mar 5 14:11:19 2008][Error][Kernel::System::Auth::DB::Auth][90] Table 'otrs.user' doesn't exist, SQL: 'SELECT pw, id FROM user WHERE valid_id IN ( 1 ) AND login = 'root@localhost'' [Wed Mar 5 14:11:19 2008][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost doesn't exist or is invalid!!! (REMOTE_ADDR: 127.0.0.1) I can see the problem is it's looking for the table 'user', not 'system_user' - but how do I change this? I tried changing LDAP to the second method but the Sync Map doesn't work and I get the 'Panic! No UserData for user' error. This is probably a simple question but my perl is a bit rusty and I can't quite remember all the ->, =>, =, etc. and where to use which one. Any help would be greatly appreciated! Thanks! Derek J. Lambert Technical Support Analyst IT Operations Support Fiskars Brands, Inc.

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Agent Queue View As A List
by Jon Lorenz 06 Mar '08

06 Mar '08

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different widths for the Agents and the customers in "TextAreaNote" and "TextAreaEmail"
by Anders Schjelderup Lyng 06 Mar '08

06 Mar '08

We need to have different widths for the Agents and the customers : "TextAreaNote" and "TextAreaEmail" The reason for this is that the customers have a frontend that is much more narrow than the frontend for the agents. The Agents need a widt of about 130 and the Customers a width of about 80. Is there a way to do this? Anders S. Lyng

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Add attachment to auto response and spell checker in Windows?
by Arnold Ligtvoet 06 Mar '08

06 Mar '08

Hi, recently reinstalled OTRS after last working with it years ago. Still an amazing product. I have two questions: 1) Is anyone here running OTRS on Windows with a spellchecker enabled? I understand that in a Linux environment ispell or aspell are options, but how would I enable spellchecking in Windows? 2) Can I add an attachment to an auto reponse? In default modus not I guess. I looked at the table structure for standard_attachment with the idea to add the attachment via the existing structure, however this table uses the standard_response id. Anyone thought about this or maybe even wrote something for this? Regards, Arnold.

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Re: [otrs] OTRS - Active Directory
by Ali M. 06 Mar '08

06 Mar '08

okay, i really want to help you because I had the exact same problem and i solve it its my best bet your setting one of the parameter wrong! so try this perl script use strict; use warnings; use Net::Ldap; my $ldap = Net::LDAP->new ( "active_directory_server") or die "$@"; my $mesg = $ldap->bind ( 'CN=xxx, OU=xxx, DC=xxx, DC=xxx', password => 'xxxxx', Version => 3) or die "$@"; my $schema = $ldap->schema (); print $schema; ## if all goes right! the script will print nthe reference value of the $schema , its a meaningless value but it means you actually use the corrent DN for the user, and you did connect to the AD also download windows xp support tools and user the adsi edit tool to read all the DN or your AD in the otrs parameters baseDN is the dn of the parent entry of all your user these are all the tips i have On 2/13/08, Daniel Zamorano <daniel.zamorano(a)duxdiligens.com> wrote: > > > Sorry i tried that but, i cannot authenticate with AD > > I Only receive the message "Identification incorrect your user or password > was entered incorrect" > > Do you have an idea about the problem > > Daniel Zamorano Mejía > > > > > -----Original Message----- > From: Shawn Beasley [mailto:shawn.beasley@otrs.com] > Sent: Martes, 12 de Febrero de 2008 04:41 a.m. > To: User questions and discussions about OTRS.org > Subject: Re: [otrs] OTRS - Active Directory > > Hi Daniel, > > try this > > $Self->{'AuthModule::LDAP::Host'} = 'serverdemo'; > > > > instead of this > > $Self->{'AuthModule::LDAP::Host'} = 'serverdemo. demo.com > > <http://demo.com/>'; > > > > i.e remove the demo.com <http://demo.com> bit > > > > On 2/11/08, *Daniel Zamorano* <daniel.zamorano(a)duxdiligens.com > > <mailto:daniel.zamorano@duxdiligens.com>> wrote: > Additionally, when you have no users in your DB with matching info, you > have > to use the UserSyncLDAPMap section - it can be copied out of the > Defaults.pm. Otherwise, you will get Panic! No user data. > > > > Hi. > > > > > > > > I have a problem; I can't configure OTRS to authenticate whit > > Active Directory, I was configuring and I cannot log me in the > > system whit AD. > > > > > > > > I have that questions: > > > > > > > > I should configure each agent in the database after to try > > configure the Active Directory?, if yes(whit password?) > > > > > > > > I have the next info > > > > User Administrator in AD: adminotrs à in the Users folder > > > > Server: serverdemo > > > > Domain : demo.com <http://demo.com/> > > > > > > > > that is my config.pm <http://config.pm/>, > > > > > > > > $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; > > > > $Self->{'AuthModule::LDAP::Host'} = 'serverdemo. demo.com > > <http://demo.com/>'; > > > > $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=Users, dc=demo, > > dc=com'; > > > > $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; > > > > > > > > $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=adminotrs, > > ou=Users, dc=demo, dc=com'; > > > > $Self->{'AuthModule::LDAP::SearchUserPw'} = 'adminpsw'; > > > > > > > > Do I need another configuration? > > > > Or is bad my configuration? > > > > > > > > -- > 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/ >

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Ticket Printouts
by Emily Flynn 06 Mar '08

06 Mar '08

Hi All, After zooming into a ticket, there is the option to print. When the print button is pressed, a pdf is created. I would like to edit the format of this pdf printout, not by much, I just want to add in an extra row and some text. Can anyone suggest the best way to do this? Thanks in advance. Emily

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