June 2008 - otrs - OTRS mailing lists

OpenLDAP and Agent UserSyncLDAPMap issues. Not feeling the love.
by Jeff Davis 13 Jun '08

13 Jun '08

Well, I've gotten openldap auth to work but cannot get the UserSyncLDAPMap to work. I've copied the code from Defaults.pm and configured for our ldap config. Have been working on this on and off for 3 days, and still no luck. The code in LDAP.pm that fails appears to be trying to pull attribute values from the directory, but adding code to put more detail into the log has not been illuminating. Posts ive found in the archive seemto speak primarily to AD issues, which in some ways makes me think that OpenLDAP or a more standards-based LDAP implementation should be more straightforward. "Obviously I'm mistaken". I would sure like to get this figured out so we can move forward. Otherwise I will probably have to look at a different system. This is the value that throws the error: Net::LDAP::Entry=HASH(0xace6e04)->get_value(Kernel::Config=HASH(0x9af735c)->Get('UserSyncLDAPMap'.)->{UserFirstname}) The following code block in LDAP.pm is where the problem occurs (line 348 is bolded): foreach my $Entry ($Result->all_entries) { $UserDN = $Entry->dn(); foreach my $Key (keys %{$Self->{ConfigObject}->Get('UserSyncLDAPMap'.$Self->{Count})}) { # detect old config setting if ($Key =~ /^(Firstname|Lastname|Email)/) { $Key = "User".$Key; $Self->{LogObject}->Log( Priority => 'error', Message => "Old config setting detected, please use the new one from Kernel/Config/Defaults.pm (User* has been added!).", ); } * $SyncUser{$Key} = $Entry->get_value($Self->{ConfigObject}->Get('UserSyncLDAPMap'.$Self->{Count})->{$Key});* # e. g. set utf-8 flag $SyncUser{$Key} = $Self->_ConvertFrom($SyncUser{$Key}, $Self->{ConfigObject}->Get('DefaultCharset')); } if ($Entry->get_value('userPassword')) { $SyncUser{Pw} = $Entry->get_value('userPassword'); # e. g. set utf-8 flag $SyncUser{Pw} = $Self->_ConvertFrom($SyncUser{Pw}, $Self->{ConfigObject}->Get('DefaultCharset')); } } When logging in it throws the following error: Software error: Can't locate object method "get_value" via package "Net::LDAP::Entry" at ../..//Kernel/System/Auth/LDAP.pm line 348, <PRODUCT> line 4. For help, please send mail to the webmaster (root@localhost <mailto:root@localhost>), giving this error message and the time and date of the error. Here's the agent portion of my config.pm. # This is an example configuration for an LDAP auth. backend. # (take care that Net::LDAP is installed!) $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'ldap.example.com'; $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=users,dc=example,dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; # Check if the user is allowed to auth in a posixGroup # (e. g. user needs to be in a group xyz to use otrs) $Self->{'AuthModule::LDAP::GroupDN'} = 'cn=techsupport,ou=Groups,dc=example,dc=com'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUid'; # for ldap posixGroups objectclass (just uid) $Self->{'AuthModule::LDAP::UserAttr'} = 'UID'; # for non ldap posixGroups objectclass (with full user dn) #$Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; # The following is valid but would only be necessary if the # anonymous user do NOT have permission to read from the LDAP tree $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=xxxxxxxxx,ou=xxx,dc=example,dc=com'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'xxxxxxxx'; # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' $Self->{'AuthModule::LDAP::AlwaysFilter'} = ''; # in case you want to add a suffix to each login name, then # you can use this option. e. g. user just want to use user but # in your ldap directory exists user@domain. #$Self->{'AuthModule::LDAP::UserSuffix'} = '@domain.com'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; # Die if backend can't work, e. g. can't connect to server. $Self->{'AuthModule::LDAP::Die'} = 1; # UserSyncLDAPMap # (map if agent should create/synced from LDAP to DB after login) $Self->{UserSyncLDAPMap} = { ## DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; # UserSyncLDAPGroups # (If "LDAP" was selected for AuthModule, you can specify initial # user groups for first login.) $Self->{UserSyncLDAPGroups} = [ 'users', ];

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Otrs 2.3
by hamood Iqbal 13 Jun '08

13 Jun '08

hi, i installed otrs 2.3 beta 2 b/c it has some features like imap/ajax that are important to us. i used the same lines that i put in con fig.pm for otrs 2.2 to authenticate against Active directory but this version is giving error that your user name or password was entered incorrectly. my last version was 2.2.6 and it worked with AD. i am also sending my otrs.log file. Any idea waht is wrong? or i am doing something wrong. Thanks

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subdomains
by arturo alonso 13 Jun '08

13 Jun '08

Hi how I make one subdomain go to public.pl and not index.pl I try to make in the directives In apache of this subdomain but always redirect to: subdomain.domain/otrs/index.pl and I like only open subdomain.domain/otrs/public.pl how i make the default file in OTRS is public.pl thanks in advance

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Any example or file example that help me to configure my OTRS with Active Directory Users??
by Jorge Hurtado 12 Jun '08

12 Jun '08

Hi, I have in my company OTRS Help Desk, and i wanna configure this great soft with my Active Directory Users but I dont have a exactly example for that process. Any suggestion? Regards. _____________ Jorge Hurtado Medellin Colombia

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iPhone optimizations?
by Wes Plate 12 Jun '08

12 Jun '08

I grow frustrated with OTRS (1.3) on my iPhone when I frequently get kicked out of OTRS due to "Invalid Session ID" (I don't know if this is an AT&T EDGE problem, mobile Safari problem or OTRS problem) and I've been wondering if anyone is planning an iPhone OTRS application that could take advantage of the new Push Services for ticket notifications. Is such an interface into OTRS possible? -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

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@INC doesnt see Database
by Jeff Hubis 12 Jun '08

12 Jun '08

Hello All, Problem: I cant get OTRS to import and create tickets from incoming emails. Im running Ubuntu 8.04 on a Dell tower. When I run ./PostMasterPOP3.pl I see problems like "Cant locate /etc/otrs/database.pm in @INC". Does anyone have suggestions on how to resolve this problem. Any comments would really help as Im pulling my hair out. Regards, Jeff Hubis jhubis(a)xoftinc.com

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Form Posting Problem
by Kent 12 Jun '08

12 Jun '08

I got some problem here. When I tried to open a new ticket from the phone ticket module. After I filled up all the field and click on the submit button, the page will hang on the page.... Contacting the server for a very long time and at the end, the form was not posted!!! It not only occurred in the new ticket, even in the sysconfig module (Admin), when I tried to change something (click on the submit button), the form will also hang on there. I checked on my apache error log i got this: But for other form like queue, it's work fine. What could be the possible problem caused?! Please help.... [Wed Jun 11 14:46:52 2008] [error] [client 192.168.100.224] Premature end of script headers: index.pl, referer: https://www.xyz.com/otrs/index.pl?Action=AgentTicketPhone Thanks in advanced. -- This message has been scanned for viruses and dangerous content by MailScanner, and is believed to be clean.

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Re: [otrs] OTRS 2.2.6 - Understanding Roles and their implementation inOTRS
by Klaus Bruno 12 Jun '08

12 Jun '08

Hello Nathan At least for 2.2.5 the roles are working exactly as expected. I don't have to put the agents in groups but i assign them some roles. Perhaps something changed between 2.2.5 and 2.2.6? Regards, Bruno -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Power, Nathan Sent: Tuesday, June 10, 2008 8:12 PM To: otrs(a)otrs.org Subject: [otrs] OTRS 2.2.6 - Understanding Roles and their implementation inOTRS Good Afternoon, Is there anyone successfully utilizing the "Roles" feature of OTRS 2.2.6? The feature isn't behaving as I would expect, and I am wondering if my understanding of the feature is incorrect (based on the documentation in the Admin Manual). ========================= My expectation and understanding: Roles are used to simplify the applying of permissions for Agents. This is extremely useful with numerous queues and Agents in the system. To use the feature I do the following: 1. Create a new role [Roles] 2. Give the new role permissions to a group [Roles <-> Groups] 3. Connect the new role to a user [Roles <-> Users] I create a role "Supervisor" I give the "Supervisor" role R/W to the "Helpdesk" group I give the "Supervisor" role to the Agent "IT Manager Bob" (Active) At this point, I would expect to look at "IT Manager Bob" in the [Users <-> Groups] section of OTRS and see that he now has R/W for the "Helpdesk" group. ========================= This is not what I see. When I configure the roles, apply the roles to groups and then apply the roles to the user I don't see any permissions listed in the [Users <-> Groups]. When I log in with the IT Manager Bob account, he doesn't have any permissions in the queue. I have to manually go into [Users <-> Groups] to give him R/W permissions for that queue. I thought the point of Roles was to simplify the application of permissions for Agents. What am I missing or not understanding? If that isn't what Roles are for, what is the purpose of Roles? Having to apply permissions manually for each Agent works, but is much more time-consuming in the long run. Nathan Power Technology Support Services _______________________________________________ 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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merging tickets...
by adrian guevara 12 Jun '08

12 Jun '08

I am trying to merge two tickets. Both of which are under my ownership. However, every time I try to do it, I get a "No Permission" message. Is there something that I'm missing out? Also, how can you use the split ticket functionality without enabling phone tickets? I'd like to be able to create new tickets from emails sent by customers from the same thread, but with different requirements. Thanks in advance!

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MYSQL slows/crashes for large ticket base.
by aleem bagwan 12 Jun '08

12 Jun '08

Hi all, While searching tickets from search module of otrs, it takes hell lotta time to give results...finally ending up with "Internal Server error". Pullin the SQL script that lists distinct tickets, from code, and running it directly in MYSQL client also takes hell lot of time, processing going into loop. I looked at the count of following huge tables..ticket,ticket_history, article...all shows records > 500000+. Deleting 200000+ rows does bring things back to normal. Searching on various MYSQL related forums i did get a clue that mysql cannot handle joins of huge tables, as is the case with me. Is there anyway out of this situation. Please Suggest. Thanks. Aleem B. Bollywood, fun, friendship, sports and more. You name it, we have it on http://in.promos.yahoo.com/groups/bestofyahoo/

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