March 2008 - otrs - OTRS mailing lists

RE: [otrs] Adding a second agent auth
by Klaus Bruno 06 Mar '08

06 Mar '08

Hi Derek Try to numbering each auth section, not only the second one. that means, if you use two ore more you should use numbering each of them: ladp1 local2 sql3 ... and dont forget to numbering each line which belongs together with the same suffix $Self->{'AuthModule1'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host1'} = 'maddc01.acme.com'; $Self->{'AuthModule::LDAP::BaseDN1'} = 'DC=acme,DC=com'; $Self->{'AuthModule::LDAP::UID1'} = 'sAMAccountName'; ... hope it helps regards, Bruce -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Lambert, Derek Sent: Wednesday, March 05, 2008 9:40 PM To: otrs(a)otrs.org Subject: [otrs] Adding a second agent auth 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. _______________________________________________ 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 Type setup
by Thys Kitshoff 05 Mar '08

05 Mar '08

Thanks for the help !! **

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Ticket Type setup
by Thys Kitshoff 05 Mar '08

05 Mar '08

Hi all I am new to OTRS and need some assistance with setting up the "Ticket Type" function. I have activated the function in Core::Ticket::Type: but I am unable to specify the fields I want to display in the Ticket Type drop-down box. Requirements 1. Setup several ticket types (eg.New Installation, Faulty hardware, Faulty software...) 2. When a ticket is closed I want to force the agent to categorise the call using the "Ticket Type" Thanks in advance Thys

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perl or ITSM package problem?
by Enrique Garcia Briones 05 Mar '08

05 Mar '08

Hi, I just installed otrs in debian, and I release the software to be tested in my University, but, when one of the Administrators tried to install the ITSM package, it was showed this message: Software error: Can't locate object method "new" via package "XML::Parser::Lite" at /usr/share/otrs//Kernel/System/XML.pm line 781, <PRODUCT> line 236. For help, please send mail to the webmaster (webmaster@localhost), giving this error message and the time and date of the error. I tried to search in the archive files, it is hard without search tool. Any nice help would be greatly appreciated. Thanks in advance. Enrique -- Subcoordinacion de SysOp and Datacenter Coordinacion General de Tecnologias de Informacion y Comunicaciones UAdeC En el Bien fincamos el Saber

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RE: [otrs] URL link to ticket error.
by Klaus Bruno 05 Mar '08

05 Mar '08

Hi Wes can you resolve the host itself? ping or nslookup xxxxxx.xxxxxxxxxx.xxx ? regards Bruce -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Wes Sothard Sent: Wednesday, March 05, 2008 6:06 PM To: User questions and discussions about OTRS.org Subject: [otrs] URL link to ticket error. Hey all, When I get my notification, I am not able to view the ticket via the URL provided in the email. The URL looks like this (minus personal info which is x'ed out) http://xxxxxx.xxxxxxxxxx.xxx/otrs/customer.pl?Action=CustomerZoom&Ticket ID=15 . When I click the link, I get a server not found error. Any ideas on how to resolve this? Thank you, Wes Sothard

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URL link to ticket error.
by Wes Sothard 05 Mar '08

05 Mar '08

Hey all, When I get my notification, I am not able to view the ticket via the URL provided in the email. The URL looks like this (minus personal info which is x'ed out) http://xxxxxx.xxxxxxxxxx.xxx/otrs/customer.pl?Action=CustomerZoom&Ticket ID=15 . When I click the link, I get a server not found error. Any ideas on how to resolve this? Thank you, Wes Sothard

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Not receiving all notifications
by Wes Sothard 05 Mar '08

05 Mar '08

Hey all, I am not getting all of my notifications. If I click "follow up" while viewing the ticket and send an email, it is never delivered to the user or agent. I also do not get a notification if I create a ticket via email. The ticket is created, but no notification. If I create an email ticket from within OTRS, then a notification is sent. I can reply to that ticket created email and then the agent receives a follow up notification. What is going on? I am sure it is something easy, but I am just not seeing it or thinking of it. Thank you all for the help! Wes Sothard

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RE: AW: [otrs] Agent login via LDAP
by Klaus Bruno 05 Mar '08

05 Mar '08

no, Agents over Microsoft AD (Server 2003), customer over external MySQL DB. I dont think, there is significant difference between MS and Novell as far as both are queried by LDAP. Only the different DN's and CN's etc. may be a little tricky. regards, Bruce -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Rene Abdon Sent: Wednesday, March 05, 2008 5:45 PM To: otrs(a)otrs.org Subject: Re: AW: [otrs] Agent login via LDAP Hi Klaus, Do you have the configuration for LDAP authentication (Agent and Customer) over Novell eDirectory ? Att. Rene. >>> "Klaus Bruno" <bruno.klaus(a)infotrust.ch> 5/3/2008 13:30 >>> Hi Steve this config works for our environment: # ---------------------------------------------------- # # ---------------------------------------------------- # # Authentification for Agents via AD / LDAP # # ---------------------------------------------------- # # ---------------------------------------------------- # $Self->{'AuthModule1'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host1'} = 'domaincontroller.domain.com'; $Self->{'AuthModule::LDAP::BaseDN1'} = 'ou=OrganisationName,dc=Domain,dc=com'; $Self->{'AuthModule::LDAP::UID1'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::GroupDN'} = 'CN=TEAM,OU=Security Groups,OU=OrganisationName,DC=Domain,DC=com'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'AuthModule::LDAP::UserAttr1'} = 'UID'; $Self->{'AuthModule::LDAP::SearchUserDN1'} = 'LDAPBindUser'; $Self->{'AuthModule::LDAP::SearchUserPw1'} = 'password'; # ---------------------------------------------------- # # synch LDAP user to internal DB # # ---------------------------------------------------- # $Self->{UserSyncLDAPMap1} = { UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; # ---------------------------------------------------- # # UserTable # # ---------------------------------------------------- # $Self->{DatabaseUserTable1} = 'system_user'; $Self->{DatabaseUserTableUserID1} = 'id'; $Self->{DatabaseUserTableUserPW1} = 'pw'; $Self->{DatabaseUserTableUser1} = 'login'; $Self->{'AuthModule::LDAP::Die1'} = 1; # ---------------------------------------------------- # # ---------------------------------------------------- # # Authentification for Agents via internal DB # # ---------------------------------------------------- # # ---------------------------------------------------- # $Self->{'AuthModule2'} = 'Kernel::System::Auth::DB'; $Self->{'AuthModule::DB::CryptType2'} = 'crypt'; You dont have to create an agent in the otrs environment. After the first login of an agent, otrs will synchronize the agent information with it own database. After that, you can linkt the agents with groups and/or roles in the otrs admin gui. It is also possible to expand the configuration to match some LDAP group membership to queues and access rights. We do not work with this yet but maybe in the near future. Check the documentation for more infos. hope it helps regards, Bruce -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Clary, Steve Gesendet: Mittwoch, 5. März 2008 17:05 An: User questions and discussions about OTRS.org Betreff: [otrs] Agent login via LDAP We have successfully configured customer login via LDAP (AD) but we are still having difficulty with the Agent login. Can anyone identify the specific parts (entries) in the config.pm that pertain to Agent LDAP login? Are the local agent accounts then just paired with an LDAP account with the same username? (In other words, to create an agent, would one just create a user in the front end that has the same username as an LDAP account; resulting in a local username that just passes authentication to LDAP?) Below is a copy of our config.pl: CONFIG.PM package Kernel::Config; sub Load { my $Self = shift; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # Start of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # # ---------------------------------------------------- # # database settings # # ---------------------------------------------------- # # DatabaseHost # (The database host.) $Self->{'DatabaseHost'} = 'localhost'; # Database # (The database name.) $Self->{'Database'} = 'otrs'; # DatabaseUser # (The database user.) $Self->{'DatabaseUser'} = 'otrs'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{'DatabasePw'} = 'hot'; # DatabaseDSN # (The database DSN for MySQL ==> more: "man DBD::mysql") $Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};"; # (The database DSN for PostgreSQL ==> more: "man DBD::Pg") # if you want to use a local socket connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};"; # if you want to use a tcpip connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost};"; # ---------------------------------------------------- # # fs root directory # ---------------------------------------------------- # $Self->{Home} = 'C:/OTRS/otrs'; # ---------------------------------------------------- # # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # ---------------------------------------------------- # # $Self->{SessionUseCookie} = 0; # $Self->{'CheckMXRecord'} = 1; # ---------------------------------------------------- # # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # $Self->{'LogModule'} = 'Kernel::System::Log::File'; $Self->{'LogModule::LogFile'} = 'C:/OTRS/otrs/var/log/otrs.log'; # $DIBI$ $Self->{'SystemID'} = 10; $Self->{'SecureMode'} = 1; $Self->{'Organization'} = 'URMC'; $Self->{'FQDN'} = 'hslt-wowserver'; $Self->{'DefaultLanguage'} = 'en'; $Self->{'AdminEmail'} = some_user(a)urmc.rochester.edu'; $Self->{'DefaultCharset'} = 'utf-8'; #Enable LDAP authentication for Customers / Users $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'ldap.urmc.rochester.edu:389'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=urmc-sh,dc=rochester,dc=edu'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; #The following is valid but would only be necessary if the #anonymous user do NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=LDAP_admin,OU=admin,OU=Miner Library,DC=urmc-sh,DC=rochester,DC=edu'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'SOMEPASSWORD123'; #CustomerUser #(customer user database backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'ldap.urmc.rochester.edu:389', BaseDN => 'dc=urmc-sh,dc=rochester,dc=edu', SSCOPE => 'sub', UserDN =>'CN=LDAP_admin,OU=admin,OU=Miner Library,DC=urmc-sh,DC=rochester,DC=edu', UserPw => 'SOMEPASSWORD123', }, # customer unique id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # 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' ], ], }; # UserSyncLDAPMap # (map if agent should create/synced from LDAP to DB after login) $Self->{UserSyncLDAPMap} = { # DB -> LDAP Firstname => 'givenName', Lastname => 'sn', Email => 'mail', Login => 'sAMAccountName', CustomerID => 'mail', }; #Add the following lines when only users are allowed to login if they reside in the spicified security group #Remove these lines if you want to provide login to all users specified in the User Base DN #example: $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=BaseOU, dc=example, dc=com'; # $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'CN=otrs_ldap_allow_C,OU=Groups,OU=BaseOU,DC=example,DC=com'; # $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member'; # $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN' # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # } # ---------------------------------------------------- # # needed system stuff (don't edit this) # # ---------------------------------------------------- # use strict; use vars qw(@ISA $VERSION); use Kernel::Config::Defaults; push (@ISA, 'Kernel::Config::Defaults'); $VERSION = '$Revision: 1.18 $'; $VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/; # -----------------------------------------------------# 1; _______________________________________________ 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/ -- Esta mensagem foi verificada pelo sistema de antivírus e acredita-se estar livre de perigo. -- Esta mensagem foi verificada pelo sistema de antivrus e acredita-se estar livre de perigo.

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AW: [otrs] Agent login via LDAP
by Klaus Bruno 05 Mar '08

05 Mar '08

Hi Steve this config works for our environment: # ---------------------------------------------------- # # ---------------------------------------------------- # # Authentification for Agents via AD / LDAP # # ---------------------------------------------------- # # ---------------------------------------------------- # $Self->{'AuthModule1'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host1'} = 'domaincontroller.domain.com'; $Self->{'AuthModule::LDAP::BaseDN1'} = 'ou=OrganisationName,dc=Domain,dc=com'; $Self->{'AuthModule::LDAP::UID1'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::GroupDN'} = 'CN=TEAM,OU=Security Groups,OU=OrganisationName,DC=Domain,DC=com'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'AuthModule::LDAP::UserAttr1'} = 'UID'; $Self->{'AuthModule::LDAP::SearchUserDN1'} = 'LDAPBindUser'; $Self->{'AuthModule::LDAP::SearchUserPw1'} = 'password'; # ---------------------------------------------------- # # synch LDAP user to internal DB # # ---------------------------------------------------- # $Self->{UserSyncLDAPMap1} = { UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; # ---------------------------------------------------- # # UserTable # # ---------------------------------------------------- # $Self->{DatabaseUserTable1} = 'system_user'; $Self->{DatabaseUserTableUserID1} = 'id'; $Self->{DatabaseUserTableUserPW1} = 'pw'; $Self->{DatabaseUserTableUser1} = 'login'; $Self->{'AuthModule::LDAP::Die1'} = 1; # ---------------------------------------------------- # # ---------------------------------------------------- # # Authentification for Agents via internal DB # # ---------------------------------------------------- # # ---------------------------------------------------- # $Self->{'AuthModule2'} = 'Kernel::System::Auth::DB'; $Self->{'AuthModule::DB::CryptType2'} = 'crypt'; You dont have to create an agent in the otrs environment. After the first login of an agent, otrs will synchronize the agent information with it own database. After that, you can linkt the agents with groups and/or roles in the otrs admin gui. It is also possible to expand the configuration to match some LDAP group membership to queues and access rights. We do not work with this yet but maybe in the near future. Check the documentation for more infos. hope it helps regards, Bruce -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Clary, Steve Gesendet: Mittwoch, 5. März 2008 17:05 An: User questions and discussions about OTRS.org Betreff: [otrs] Agent login via LDAP We have successfully configured customer login via LDAP (AD) but we are still having difficulty with the Agent login. Can anyone identify the specific parts (entries) in the config.pm that pertain to Agent LDAP login? Are the local agent accounts then just paired with an LDAP account with the same username? (In other words, to create an agent, would one just create a user in the front end that has the same username as an LDAP account; resulting in a local username that just passes authentication to LDAP?) Below is a copy of our config.pl: CONFIG.PM package Kernel::Config; sub Load { my $Self = shift; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # Start of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # # ---------------------------------------------------- # # database settings # # ---------------------------------------------------- # # DatabaseHost # (The database host.) $Self->{'DatabaseHost'} = 'localhost'; # Database # (The database name.) $Self->{'Database'} = 'otrs'; # DatabaseUser # (The database user.) $Self->{'DatabaseUser'} = 'otrs'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{'DatabasePw'} = 'hot'; # DatabaseDSN # (The database DSN for MySQL ==> more: "man DBD::mysql") $Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};"; # (The database DSN for PostgreSQL ==> more: "man DBD::Pg") # if you want to use a local socket connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};"; # if you want to use a tcpip connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost};"; # ---------------------------------------------------- # # fs root directory # ---------------------------------------------------- # $Self->{Home} = 'C:/OTRS/otrs'; # ---------------------------------------------------- # # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # ---------------------------------------------------- # # $Self->{SessionUseCookie} = 0; # $Self->{'CheckMXRecord'} = 1; # ---------------------------------------------------- # # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # $Self->{'LogModule'} = 'Kernel::System::Log::File'; $Self->{'LogModule::LogFile'} = 'C:/OTRS/otrs/var/log/otrs.log'; # $DIBI$ $Self->{'SystemID'} = 10; $Self->{'SecureMode'} = 1; $Self->{'Organization'} = 'URMC'; $Self->{'FQDN'} = 'hslt-wowserver'; $Self->{'DefaultLanguage'} = 'en'; $Self->{'AdminEmail'} = some_user(a)urmc.rochester.edu'; $Self->{'DefaultCharset'} = 'utf-8'; #Enable LDAP authentication for Customers / Users $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'ldap.urmc.rochester.edu:389'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=urmc-sh,dc=rochester,dc=edu'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; #The following is valid but would only be necessary if the #anonymous user do NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=LDAP_admin,OU=admin,OU=Miner Library,DC=urmc-sh,DC=rochester,DC=edu'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'SOMEPASSWORD123'; #CustomerUser #(customer user database backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'ldap.urmc.rochester.edu:389', BaseDN => 'dc=urmc-sh,dc=rochester,dc=edu', SSCOPE => 'sub', UserDN =>'CN=LDAP_admin,OU=admin,OU=Miner Library,DC=urmc-sh,DC=rochester,DC=edu', UserPw => 'SOMEPASSWORD123', }, # customer unique id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # 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' ], ], }; # UserSyncLDAPMap # (map if agent should create/synced from LDAP to DB after login) $Self->{UserSyncLDAPMap} = { # DB -> LDAP Firstname => 'givenName', Lastname => 'sn', Email => 'mail', Login => 'sAMAccountName', CustomerID => 'mail', }; #Add the following lines when only users are allowed to login if they reside in the spicified security group #Remove these lines if you want to provide login to all users specified in the User Base DN #example: $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=BaseOU, dc=example, dc=com'; # $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'CN=otrs_ldap_allow_C,OU=Groups,OU=BaseOU,DC=example,DC=com'; # $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member'; # $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN' # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # } # ---------------------------------------------------- # # needed system stuff (don't edit this) # # ---------------------------------------------------- # use strict; use vars qw(@ISA $VERSION); use Kernel::Config::Defaults; push (@ISA, 'Kernel::Config::Defaults'); $VERSION = '$Revision: 1.18 $'; $VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/; # -----------------------------------------------------# 1;

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Edit Ticket Printout
by Emily Flynn 05 Mar '08

05 Mar '08

Hi All, After zooming into a ticket, there is the option of printing it off. I would like to edit the format of the pdf printout, I just want to add in an extra table row. I can't find where I can edit it though, has anyone any suggestions? Thanks. Emily

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