April 2008 - otrs - OTRS mailing lists

Getting data from AD into Custom FreeText fields on tickets
by Tony Scharf 17 Apr '08

17 Apr '08

(sorry about the double post. Dont know why my subject got truncated) Hello, I recently implemented an OTRS system at my company, and so far everything is going really well. we are very happy with it, and it suits us just fine. For reporting purposes, we would like to store some additional fields from AD (its configured for LDAP lookup for customers), specificaly the Department the user is from and some additonal contact info. I can already get this data to show up in the customer search screen, so I know OTRS can see it, however I cant quite figure out how to get that data to get added to a ticket for that user and saved into the database. As a follow up, it would be great if I could then use this field within the Stats program to filter reports. Thank you for your time, and I appologize if this is a basic dumb question. Tony Scharf

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G
by Tony Scharf 17 Apr '08

17 Apr '08

Hello, I recently implemented an OTRS system at my company, and so far everything is going really well. we are very happy with it, and it suits us just fine. For reporting purposes, we would like to store some additional fields from AD (its configured for LDAP lookup for customers), specificaly the Department the user is from and some additonal contact info. I can already get this data to show up in the customer search screen, so I know OTRS can see it, however I cant quite figure out how to get that data to get added to a ticket for that user and saved into the database. As a follow up, it would be great if I could then use this field within the Stats program to filter reports. Thank you for your time, and I appologize if this is a basic dumb question. Tony Scharf

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"issues" with GenericAgent.pl
by Mark Nernberg (gmail account) 17 Apr '08

17 Apr '08

Well, something "broke", and I'm not sure what. I'm getting errors via cronjobs for GenericAgent.pl, so I ran it with a trace, but no real hint as to the problem. The command-line execution (which produces the same output I get via cron): echo# ./GenericAgent.pl Subroutine new redefined at /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm line 78. Subroutine JobRun redefined at /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm line 205. Subroutine _JobRunTicket redefined at /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm line 423. Subroutine JobList redefined at /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm line 769. Subroutine JobGet redefined at /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm line 796. Subroutine JobAdd redefined at /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm line 1029. Subroutine JobDelete redefined at /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm line 1092. Subroutine _JobUpdateRunTime redefined at /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm line 1115. echo# The output of the trace is: echo# perl -d GenericAgent.pl Loading DB routines from perl5db.pl version 1.28 Editor support available. Enter h or `h h' for help, or `man perldebug' for more help. main::(GenericAgent.pl:33): $VERSION = qw($Revision: 1.44 $) [1]; DB<1> n main::(GenericAgent.pl:47): my %Opts = (); DB<1> n main::(GenericAgent.pl:48): getopt( 'fhcdl', \%Opts ); DB<1> n main::(GenericAgent.pl:49): if ( $Opts{'h'} ) { DB<1> n main::(GenericAgent.pl:61): if ( !$Opts{'d'} ) { DB<1> n main::(GenericAgent.pl:62): $Opts{'d'} = 0; DB<1> n main::(GenericAgent.pl:66): if ( !$Opts{'l'} ) { DB<1> n main::(GenericAgent.pl:67): $Opts{'l'} = 3000; DB<1> n main::(GenericAgent.pl:71): my $UserIDOfGenericAgent = 1; DB<1> n main::(GenericAgent.pl:74): my %CommonObject = (); DB<1> n main::(GenericAgent.pl:75): $CommonObject{ConfigObject} = Kernel::Config->new(); DB<1> n main::(GenericAgent.pl:76): $CommonObject{LogObject} = Kernel::System::Log->new( main::(GenericAgent.pl:77): LogPrefix => 'OTRS-GenericAgent', main::(GenericAgent.pl:78): %CommonObject, main::(GenericAgent.pl:79): ); DB<1> n main::(GenericAgent.pl:80): $CommonObject{MainObject} = Kernel::System::Main->new(%CommonObject); DB<1> n main::(GenericAgent.pl:81): $CommonObject{DBObject} = Kernel::System::DB->new(%CommonObject); DB<1> n main::(GenericAgent.pl:82): $CommonObject{PIDObject} = Kernel::System::PID->new(%CommonObject); DB<1> n main::(GenericAgent.pl:83): $CommonObject{TimeObject} = Kernel::System::Time->new(%CommonObject); DB<1> n main::(GenericAgent.pl:84): $CommonObject{TicketObject} = Kernel::System::Ticket->new( %CommonObject, Debug => $Opts{'d'}, ); DB<1> n main::(GenericAgent.pl:85): $CommonObject{QueueObject} = Kernel::System::Queue->new(%CommonObject); DB<1> n main::(GenericAgent.pl:86): $CommonObject{GenericAgentObject} = Kernel::System::GenericAgent->new( main::(GenericAgent.pl:87): %CommonObject, main::(GenericAgent.pl:88): Debug => $Opts{'d'}, main::(GenericAgent.pl:89): NoticeSTDOUT => 1, main::(GenericAgent.pl:90): ); DB<1> n main::(GenericAgent.pl:93): if ( !$Opts{'c'} ) { DB<1> n main::(GenericAgent.pl:94): $Opts{'c'} = 'Kernel::Config::GenericAgent'; DB<1> n main::(GenericAgent.pl:96): if ( $Opts{'c'} eq 'db' ) { DB<1> n main::(GenericAgent.pl:100): if ( !$CommonObject{MainObject}->Require( $Opts{'c'} ) ) { DB<1> n Subroutine new redefined at /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm line 78. at /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm line 78 require /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm called at /usr/local/www/secure/otrs/Kernel/System/Main.pm line 112 Kernel::System::Main::Require('Kernel::System::Main=HASH(0x297f1444)', 'Kernel::Config::GenericAgent') called at GenericAgent.pl line 100 Subroutine JobRun redefined at /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm line 205. at /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm line 205 require /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm called at /usr/local/www/secure/otrs/Kernel/System/Main.pm line 112 Kernel::System::Main::Require('Kernel::System::Main=HASH(0x297f1444)', 'Kernel::Config::GenericAgent') called at GenericAgent.pl line 100 Subroutine _JobRunTicket redefined at /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm line 423. at /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm line 423 require /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm called at /usr/local/www/secure/otrs/Kernel/System/Main.pm line 112 Kernel::System::Main::Require('Kernel::System::Main=HASH(0x297f1444)', 'Kernel::Config::GenericAgent') called at GenericAgent.pl line 100 Subroutine JobList redefined at /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm line 769. at /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm line 769 require /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm called at /usr/local/www/secure/otrs/Kernel/System/Main.pm line 112 Kernel::System::Main::Require('Kernel::System::Main=HASH(0x297f1444)', 'Kernel::Config::GenericAgent') called at GenericAgent.pl line 100 Subroutine JobGet redefined at /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm line 796. at /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm line 796 require /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm called at /usr/local/www/secure/otrs/Kernel/System/Main.pm line 112 Kernel::System::Main::Require('Kernel::System::Main=HASH(0x297f1444)', 'Kernel::Config::GenericAgent') called at GenericAgent.pl line 100 Subroutine JobAdd redefined at /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm line 1029. at /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm line 1029 require /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm called at /usr/local/www/secure/otrs/Kernel/System/Main.pm line 112 Kernel::System::Main::Require('Kernel::System::Main=HASH(0x297f1444)', 'Kernel::Config::GenericAgent') called at GenericAgent.pl line 100 Subroutine JobDelete redefined at /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm line 1092. at /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm line 1092 require /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm called at /usr/local/www/secure/otrs/Kernel/System/Main.pm line 112 Kernel::System::Main::Require('Kernel::System::Main=HASH(0x297f1444)', 'Kernel::Config::GenericAgent') called at GenericAgent.pl line 100 Subroutine _JobUpdateRunTime redefined at /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm line 1115. at /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm line 1115 require /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm called at /usr/local/www/secure/otrs/Kernel/System/Main.pm line 112 Kernel::System::Main::Require('Kernel::System::Main=HASH(0x297f1444)', 'Kernel::Config::GenericAgent') called at GenericAgent.pl line 100 main::(GenericAgent.pl:107): eval "import $Opts{'c'}"; DB<1> n main::((eval 95)[GenericAgent.pl:107]:1): 1: import Kernel::Config::GenericAgent DB<1> n main::(GenericAgent.pl:112): if ( $Opts{'c'} eq 'db' ) { DB<1> n main::(GenericAgent.pl:208): for my $Job ( sort keys %Jobs ) { DB<1> n main::(GenericAgent.pl:220): exit; DB<1> n Debugged program terminated. Use q to quit or R to restart, use o inhibit_exit to avoid stopping after program termination, h q, h R or h o to get additional info. DB<1> q echo # HELP would be greatly appreciated! TIA. -- Mark J. Nernberg Please note: THIS IS NOT MY REGULAR EMAIL ACCOUNT! AIM: marknernberg

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Upgrade 2.0.1 > 2.2.6
by DAVAUT Benoit [FR] 17 Apr '08

17 Apr '08

Hello, We currently OTRS v2.0.1 and we would like to make an upgrade to v2.2.6 ! What are the changes to the MySQL Backup to import our BDD v2.0.1 in the new BDD v2.2.6 ? I cant find information on FAQ. Can you help me ? Benoit DAVAUT Adoptez l'éco-attitude. N'imprimez ce mail que si c'est vraiment nécessaire.

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Print output - HTML instead of PDF?
by Nick Bright 17 Apr '08

17 Apr '08

Is it possible to change the output of the "Print" functionality (specifically I think it's AgentTicketPrint) back to HTML? My previous install of OTRS generated a printer friendly HTML page when the print function was called; I would prefer to have that type of output because it is much faster than generating a PDF. By faster I mean, on workstations you don't have to wait for Adobe Bloatware Reader to open up just to click print. I've dug on Config.pm and Defaults.pm, I don't see any configuration items relating to the type of printing output, and it's not obvious to my non-programmer brain how to change it in the actual AgentTicketPrint.pm module (or even if that's the appropriate place to change something.) Thanks in advance, -- --- - Nick Bright Network Administrator Terra World Tel 888-332-1616 x 315 Fax 620-332-1201

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dtl "if" statement
by Jeff Adams 17 Apr '08

17 Apr '08

I'm trying to make a link in AgentTicketZoom.dtl to a page with customer info. The target page will depend on what queue you're in. Following the examples in the developer docs, I did a simple dtl "if" statement, something like this -- <dtl if ( $Data{"QueueID"} eq "5" ) { $Data{"Adminpage"} = "accountinfo.mhtml"; }> I can see the QueueID just fine. No matter what I do, I cannot set "Adminpage", even with a simple "set" -- < dtl set $Data{"Adminpage"} = "accountinfo.mhtml"; > -- it doesn't work. Version is 2.2.4-01. What am I doing wrong? Thanks.

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dtl "if" statement
by maillists0＠gmail.com 17 Apr '08

17 Apr '08

I'm trying to make a link in AgentTicketZoom.dtl to a page with customer info. The target page will depend on what queue you're in. Following the examples in the developer docs, I did a simple dtl "if" statement, something like this -- <dtl if ( $Data{"QueueID"} eq "5" ) { $Data{"Adminpage"} = "accountinfo.mhtml"; }> I can see the QueueID just fine. No matter what I do, I cannot set "Adminpage", even with a simple "set" -- < dtl set $Data{"Adminpage"} = "accountinfo.mhtml"; > -- it doesn't work. Version is 2.2.4-01. What am I doing wrong? Thanks.

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Multiple Customer::Auth backends simultaneously
by Aleksander Adamowski 16 Apr '08

16 Apr '08

Hi! From reading the "Multiple Customer::AuthModule" thread (http://lists.otrs.org/pipermail/otrs/2008-February/021994.html) I got the impression that OTRS could use multiple auth modules for customers in parallel. However, the thread went on to simply being about LDAP authentication in Active Directory :( I happen to have a need for having multiple customer backends and auth modules. Reading some documents on the web gave lots of promises: http://cunningcoder.org/node/9 http://doc.otrs.org/2.1/en/html/x1482.html#multible-customer-backends However, it seems that currently OTRS _cannot_ work with two different Customer authentication modules/sources, nor with two different Agent authentication modules. That's contrary to information from Lars J�rgensen (http://lists.otrs.org/pipermail/otrs/2008-February/021996.html) and Michael Clay (http://cunningcoder.org/node/9) Those postings are wrong, the configurations described there cannot possibly work (well, unless I'm wrong, and I'd like to be wrong on this one). Here's why: when launching OTRS in debug mode 2 ("$Self->{Debug} = 2;" in Config.pm), I can clearly see in the logs that OTRS doesn't even attempt to read any "Customer::AuthModule1", "Customer::AuthModule2" variables: Debug: Config.pm ->Get('Customer::AuthModule') --> Kernel::System::CustomerAuth::LDAP There's no "Get('Customer::AuthModule1')" attempted anywhere. So if you place something like this in Config.pm it won't matter to OTRS: $Self->{'AuthModule1'} = 'Kernel::System::Auth::LDAP'; The only place where the number suffix variables are read by OTRS is for CustomerUser configurations: Debug: Config.pm ->Get('CustomerUser1') --> HASH(0x55555a12a620) Debug: Config.pm ->Get('CustomerUser2') --> HASH(0x55555a12b910) However, those don't influence Customer Auth - they only influence storage of tickets if I understand that correctly. So if you want to handle multiple customer authentication modules, I've found out the only way is to write a non-standard Customer Auth module, like Ralf Becker did in 2006: http://lists.otrs.org/pipermail/otrs/2006-June/011413.html Better yet, of course, is to use Ralf's module, which luckily is still available under the old address (http://www.fh-trier.de/~beckerr/OTRS-CustomerAuth/Multiple.pm) I've tested this module on OTRS 2.1 and it still works! A final question: maybe I'm wrong and it actually is possible to use multiple Customer::Auth modules in latest versions of OTRS? If yes, then how? Lars J�rgensen's and Michael Clay's setup definitely don't work for me (using OTRS 2.1). -- Best Regards, Aleksander Adamowski GG#: 274614 ICQ UIN: 19780575 http://olo.org.pl -- Aleksander Adamowski Administrator systemów korporacyjnych; Instruktor Altkom Akademia S.A. http://www.altkom.pl Warszawa, ul. Chłodna 51 tel. brak kom. +48 601-318-080 Sąd Rejonowy dla m.st. Warszawy w Warszawie, XII Wydział Gospodarczy Krajowego Rejestru Sądowego, KRS: 0000120139, NIP 118-00-08-391, Kapitał zakładowy: 1000 000 PLN. Adres rejestrowy Firmy - ul. Stawki 2, 00-193 Warszawa. Niniejsza wiadomość zawiera informacje zastrzeżone i stanowiące tajemnicę przedsiębiorstwa firmy Altkom Akademia S.A. Ujawnianie tych informacji osobom trzecim lub nieuprawnione wykorzystanie ich do własnych celów jest zabronione. Jeżeli otrzymaliście Państwo niniejszą wiadomość omyłkowo, prosimy o niezwłoczne skontaktowanie się z nadawcą oraz usunięcie wszelkich kopii niniejszej wiadomości. This message contains proprietary information and trade secrets of Altkom Akademia S.A. company. Unauthorized use or disclosure of this information to any third party is prohibited. If you received this message by mistake, please contact the sender immediately and delete all copies of this message.

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Problem with database
by Christophe Nicolas 16 Apr '08

16 Apr '08

Hello, I install otrs on winxp with a standard xampp. Everything is working fine but I have a strange problem with the database. I use phpadmin to populate the customer_user database from a csv file, everything here is fine. When I create a new ticket, some records don't show up. In customer management the same records don't show. If I make a query in admin sql box, I can see all the records. Any idea ? Christophe

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Cron Job Error
by Jeff Hummel 16 Apr '08

16 Apr '08

We receive the following error occasionally from the OTRS cron job: Use of uninitialized value in pattern match (m//) at /opt/otrs/Kernel/System/EmailParser.pm line 270. As far as we're aware, all mail is making it into the system and becoming tickets. We do not notice any tickets that are incomplete or empty. Everything appears to be fine other than receiving the message above. What is the error telling me, and how do I fix it? We are on OTRS version 2.2.5 with plans to upgrade to 2.26 in the near future.

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