January 2009 - otrs - OTRS mailing lists

Re: [otrs] Use more than one customer backend with OTRS
by Tamara B. Chikumbi 15 Jan '09

15 Jan '09

I also need the same solution but for me. I am able to create a user when I log in as admin and they can log into the DB and create a user . I followed the configuration from http://trinityhome.org <http://trinityhome.org/> . But I am somehow failing to make the LDAP work. How did you manage and how does it work. I am confused pls help. Thanks ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of vishal sanghi Sent: Thursday, January 15, 2009 8:55 AM To: otrs(a)otrs.org Subject: [otrs] Use more than one customer backend with OTRS Hi Did anyone having the configuration for the more than one customer backend with OTRS. I want to do the configuration for a LDAP and a DB backend of OTRS. I had gone through the configuration manual and configured it but the problem is login(Cusotmer.pl) is working for LDAP authentication but not the OTRS DB backend. I am able to create the user for DB Backend from agent admin login. Any help must be appreciated. Thanks Vishal Sanghi ________________________________ Cricket on your mind? Visit the ultimate cricket website. Enter now! <http://in.rd.yahoo.com/tagline_cricket_1/*http:/beta..cricket.yahoo.com >

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Use more than one customer backend with OTRS
by vishal sanghi 15 Jan '09

15 Jan '09

Hi Did anyone having the configuration for the more than one customer backend with OTRS. I want to do the configuration for a LDAP and a DB backend of OTRS. I had gone through the configuration manual and configured it but the problem is login(Cusotmer.pl) is working for LDAP authentication but not the OTRS DB backend. I am able to create the user for DB Backend from agent admin login. Any help must be appreciated. Thanks Vishal Sanghi Add more friends to your messenger and enjoy! Go to http://messenger.yahoo.com/invite/

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Make customer user email address optional
by Samphan Raruenrom 14 Jan '09

14 Jan '09

We use OTRS to keep track of phone support tickets ourselves, i.e. we add a phone ticket to record a telephone support conversation. The agents usually have to add new customer user. However they don't usally have the customer's email address because customers don't need to keep track of their tickets. The tickets are only for our own purpose, e.g. SLA and making reports. However, OTRS require a unique email address for each customer user, which is needed to be made up. *Is it possible to configure OTRS in anyway to make the customer user's email address optional? * -- _/|\_ Samphan Raruenrom. Open Source Development Co., Ltd. Tel: +66 38 311816, Fax: +66 38 773128, http://www.osdev.co.th/ -- _/|\_ Samphan Raruenrom. Open Source Development Co., Ltd. Tel: +66 38 311816, Fax: +66 38 773128, http://www.osdev.co.th/

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Subject Parameter Not Being Passed to CustomerTicketZoom.dtl
by Buice, David R 14 Jan '09

14 Jan '09

OTRS Administrators, I am running OTRS 2.3.1 on a Solaris 10 server. When my customers "zoom" in on one of their tickets they do not see the Subject name in the response section of the ticket. As near as I can tell, the value "$QData{"Subject"}", which is being passed to the HTML document by the template 'CustomerTicketZoom.dtl', is blank when, in fact, it should have the same value as the Subject shown at the beginning of the ticket. Can anyone tell me why this value would be blank? Thank you, David Buice Infrastructure Specialist/SDC-INT 2032653 ITIL Foundation Certified EDS, an HP Company PSIC Operations 7000 Chicago Rd. Warren, MI 48092-1663 Mailstop 430-202-380 Tel: +01 586 575-4525 Fax: +01 586 575-0090 Mobile: +01 248 249-9122 E-mail: david.buice(a)eds.com <mailto:name.name@eds.com> We deliver on our commitments so you can deliver on yours.

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multiple installation linked together
by Marco Vannini 14 Jan '09

14 Jan '09

Hi all, I would like to know your opinion about having multiple installation that can communicates each other. The motivation is that otrs, in our case, is used for interdepartment requests and every department would like to manage its queue, agent and other (time accounting specially). So my idea is to have one otrs where requests are created, than, if we have to delegate some opration to other, we put the ticket in pending and in some way it goes via mail to the other otrs and so on up to a final mail returning to us that close or reopen the ticket for its final step. There is other way to do that ? there is some tool for integrates many otrs installation ? it could be a future request having a super account that manage all the sub installation ? what do think ? Thank you in advance. MV

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strawberry error
by sol sol 14 Jan '09

14 Jan '09

hi, i got lots of times the same error in my apache log concerning strawberry; this is the error : ] Use of uninitialized value $_ in -d at XXXXXX/StrawberryPerl/perl/lib/CGI.pm line 4083 the text at this lines says : this feature was supposed to provide per-user tmpfiles, but it is problematic. so how important is this feature used on a win 32?

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ldap
by Tamara B. Chikumbi 14 Jan '09

14 Jan '09

Hi, I am new to ldap as well as linux. I am using fedora 9. I can log in using the browser. I am getting confused on how to use ldap. Do I send an email to otrs sytem from my outlook or do I log into the system using my exchange username. Please help. Thanks

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Creating duplicate Customer Login screen
by bis 14 Jan '09

14 Jan '09

Hi my query is about the Login page for customers at /otrs/customer.pl What I want to do is to create a duplicate page with exactly the same functionality, which can be logged in to through the front end by users etc. for testing purposes How do I go about doing this? Thanks a lot

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Re: [otrs] User LDAP authentication
by Bart Wallace 14 Jan '09

14 Jan '09

Yes, I have the same setup/configuration - and now it works fine. However, when this authentication type is enabled, how do you use for instance, root@localhost or perhaps a local admin accout (set up so I don't use root@localhost)? I can create an LDAP admin account used for purposes of OTRS administration, but I'm wondering if there is a way to have a local account login with the LDAP authentication enabled. Bart >>> ohliger(a)fh-rosenheim.de 01/11 10:30 AM >>> Both, think that is right. I am using for agent and customer interface the same eDir but with different authorization mechanism (group membership). regards Christoph Free BSD schrieb: > Bart Wallace wrote: > >> if I have a local OTRS agent account, when I enable >> $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP, I am unable to use >> that local account as it does not exist in LDAP. How do you work around >> this, or does it matter to you in your installation? >> >> Thanks for the help, >> >> Bart >> >> >> > Dear Bart > > I don't have any experience with eDir, sorry. But I'm using Active > Directory for customer authentication, and local mysql for agent > authentication. The Agent accounts I created are identical to their > accounts in the AD. However, since OTRS offers two different areas for > loggin into the system, they are authenticated differently. If they are > using the customer interface, they are logged in as customer, and if > from agent interface, then they have agent rights. > > My guess is, you might not be using two separate authentication modules > here. I might be wrong, someone with more experience will be able to > clarify and point my mistake, but if you don't have the agent accounts > in the LDAP tree (or the eDir tree), then maybe you should either create > those accounts or use mysql (or similar) backend for agent authentication. > > Hope this helps. > _______________________________________________ > 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 > _______________________________________________ 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

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Re: [otrs] Problem with configuring new queue
by L Marshall 13 Jan '09

13 Jan '09

>Well, it looks like the mails do >not come to server. How >could I manually >pop the address? In log there >is no info. I think it is... System | Postmaster Addresses (If not it's postmaster somthing). There is a "Run Now" option for each configured mailbox. The log should then note that it retreived x messages. The system log should also note when the other queues retreive messages. (Fairly certain this is configured under a cron job.) Q

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