March 2008 - otrs - OTRS mailing lists

OTRS 2.2.5 Using Autologin?
by Glaab, Achim 05 Mar '08

05 Mar '08

Hello, I am using OTRS 2.2.5 on a Linux Computer running Apache 2.2.6. Actually I am authenticating my users against LDAP (Windows 2003 AD Domain). This is working quite well. Now I am looking for an auto login. Is there a possibility, to use the logged in user on a computer to auto login into otrs? I only found a very short description in the manual. But when I use AuthType Basic in apache, the apache will show a login window. Is there a possibility to login without this windows? (on windows based apache web servers I found a module called SSPI, but this is only working with Win32) Any help is appreciated Achim

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SHA1 instead of MD5 for customer authentication
by Klaus Bruno 05 Mar '08

05 Mar '08

Hello Guys Is there any hack about authenticating customers against a stored sha1 hash instead the md5? Our customer database is storing the login credentials as sha1 hash (and it is used for other purposes too, so i cant change it). We want to use the same source of information so I must find a way to "hack" the code in that manner. AFAIK otrs is only capable to authenticate against plain or crypt passwords or the md5 hash. Any ideas about this? Thanks in advance. Regards, Bruce

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Mail issues
by Wes Sothard 04 Mar '08

04 Mar '08

I am having issues with sending mail in and out of OTRS. I am able to send email notifications of new tickets created as well as Admin Notifications from within OTRS. However, I am not able to send updates to tickets from OTRS. I am also not able to get OTRS to pull my mail from my mail server. I have OTRS installed on an openSUSE 10.3 build using PostFix v2.4.5. I am able to email to the local otrs account on the mail server, but not able to pull the email from it with OTRS. For sending mail, under Framework::Core:::Sendmail, I have it set to SMTP as well as all of my information. If you need to see any config files, just let me know. Thank you very much in advance! Wes Sothard

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Cant See My Queues
by Carlos A Cardona Gomez 04 Mar '08

04 Mar '08

Hi, I have OTRS 2.0.3 and I have this issue: I have 3 main queues that are cities here in Colombia (Medellín, Bucaramanga y Montería), there are tickets in sub-queues in each of these main queues, but in the queue view (first view when you log in) I can only see 2 of the main queues. I can't see the queue Montería. I have to use the search tool of OTRS to find tickets inside Montería. I even selected all the montería sub-queues as the ones I want to be notified about... it would be My Queues... but it still say there are 0 (zero) tickets. Any Idea? Thanx! -----Mensaje original----- De: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] En nombre de otrs-request(a)otrs.org Enviado el: Martes, 04 de Marzo de 2008 04:07 p.m. Para: otrs(a)otrs.org Asunto: otrs Digest, Vol 56, Issue 10 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. perl or ITSM package problem? (Enrique Garcia Briones) 2. Notification Question (Julien CHAMPSEIX) 3. Re: I share my upgrading proc to 2.2.5 from 2.1.x (Nils Breunese (Lemonbit)) 4. Re: perl or ITSM package problem? (Nils Breunese (Lemonbit)) 5. RE: I share my upgrading proc to 2.2.5 from 2.1.x (Forms) 6. Mail issues (Wes Sothard) 7. Re: Send Mail (Nils Breunese (Lemonbit)) ---------------------------------------------------------------------- Message: 1 Date: Tue, 4 Mar 2008 12:59:00 -0600 From: "Enrique Garcia Briones" <egarcia(a)uadec.mx> Subject: [otrs] perl or ITSM package problem? To: otrs(a)otrs.org Message-ID: <20080304185510.M42005(a)uadec.mx> Content-Type: text/plain; charset=iso-8859-1 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 ------------------------------ Message: 2 Date: Tue, 4 Mar 2008 20:06:27 +0100 From: "Julien CHAMPSEIX" <j.champseix(a)photoways.com> Subject: [otrs] Notification Question To: "'User questions and discussions about OTRS.org'" <otrs(a)otrs.org> Message-ID: <015601c87e2a$d95965e0$8c0c31a0$@champseix@photoways.com> Content-Type: text/plain; charset="us-ascii" Hi Guys, I would know if it's possible to use different sender for notification for a new ticket by each Queue. For example: For an queue called "prod" I would use sender toto(a)toto.com for notification for a new ticket. For an queue called "prod2" I would use sender toto2(a)toto.com for notification for a new ticket. Thx for all help! Regards, Julian.

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Send Mail
by Miguel Dias 04 Mar '08

04 Mar '08

Hy all, Can some one please help me to configure the send mail to otrs? I want to send e-mail from my local machine to for example Gmail account. I'm using opensuse. Thank you.

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I share my upgrading proc to 2.2.5 from 2.1.x
by Forms 04 Mar '08

04 Mar '08

Hi guys, Recently I upgrade my OTRS as follows: ( Basis: OTRS 2.1.x & FreeBSD 5.4 & Apache 2.1.4 & MySql 4.0.x ) 1 Download 2.2.5 version to temp area 2 Unzip 3 Move unziped files to production area 4 Stop crons & apache services to 2.1.x 5 Backup the 2.1.x data base the 2.1.x source code 6 Run the upgrade script cat DBUpdate-to-2.2.mysql.sql | mysql -p -f -u root DBotrs2.1.x I did not get any error message !!! 7 Run the SetPermissions.sh script as new 8 Modify front end as you need (DTL & PM files at Lite/Standard area and Language file at Kernel area) 9 Copy & Edit as you need base files from .dist version: Config.pm GenericAgent.pm Defaults.pm 10 Copy ticket counter file from OTRS-HOME-BACKUP-2.1.x/var/log/TicketCounter.log to new location 11 Restart crons & apache services to 2.1.x 12 Log in as root then go to Sysconfig to setup Framework & Ticket values I suggest go first to Core::Web => FrontEnd::ImagePath to get icon into front end as ending step: go to take a beer !!! Notice: I dont know if copying the ZZZFiles from 2.1.x backup could replace the step 12. I prefer set-up every issue at Sysconfig as I unknown if new issues were added to Sysconfig 2.2.5. Notice: The full procedure take 2 hours. Carlos México

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Notification Question
by Julien CHAMPSEIX 04 Mar '08

04 Mar '08

Hi Guys, I would know if it's possible to use different sender for notification for a new ticket by each Queue. For example: For an queue called "prod" I would use sender toto(a)toto.com for notification for a new ticket. For an queue called "prod2" I would use sender toto2(a)toto.com for notification for a new ticket. Thx for all help! Regards, Julian.

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Closed Ticket Notification
by Aleem Mohamed 04 Mar '08

04 Mar '08

Is there an option somewhere in OTRS that sends out an e-mail (i.e. from the the notification master) that informs users that a ticket has been closed ( i.e. informs people in the admins group). It would be nice to get a notification that tells you when one user has closed a ticket so you can review the solution. Thanks!

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script permission problem?
by Joe Ersinghaus 04 Mar '08

04 Mar '08

Well I posted this problem under "cron job failures" but I think it's really a permissions problem? If I try to execute "UnlockTickets.pl" for example in /opt/otrs/bin, as the otrs user, I get the "Can't locate Kernel/Config.pm in @INC (@INC contains: /opt/otrs/Kernel/cpan-lib blah blah blah" error. But if I execute it as root - it runs fine. This particular script is owned by "otrs" though. Most of the others are owned by "apache". (I'm running centos 5) A good systems admin could fix this, but I'm certainly not that. :) Help is appreciated. Joe -- Joe Ersinghaus Information Technology & Communications New Mexico Department of Agriculture/New Mexico State University MSC 3189, P.O. Box 30005 Las Cruces, NM, USA 88003-8005 Phone: (505) 646-7094 Fax: (505) 646-1841

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number of
by Daniele 04 Mar '08

04 Mar '08

On the basis of your suggestion I am developing a way to provide customers with a per queue custom form. I am developing a php set of forms using javascript to fit my customers needs. As soon as I finish I'll post my addition here in order to let you enjoy what I am doing with your support. (especially the great suggestion I received from Sune T. Tougaard and the availability that Shawn Beasley offered me) What I need now is a working information. Am I limited in the number of CustomerTicketMessage###TicketFreeText I can use? How many Ticket::Frontend::CustomerTicketMessage###TicketFreeText am I allowed to use? May I plan to use 48 different Ticket::Frontend::CustomerTicketMessage###TicketFreeText? Thank you in advance Daniele

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