January 2009 - otrs - OTRS mailing lists

Basic Auth SSO support patch
by Gonéri Le Bouder 20 Jan '09

20 Jan '09

Hi, I did a patch for OTRS 2.3.x to add support of SSO based on Basic Auth header. http://httpd.apache.org/docs/2.2/howto/auth.html To enable the patch, you'll need to add this line in your Config.pm file to enable it: $Self->{'AuthSSO'} = 'AuthTypeBasic'; IMO, the patch is unlikley to by accepted by the project team but I think it may interest some users. Best regards, Gonéri Le Bouder

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OTRS and Active Directory
by Wayne Scott 20 Jan '09

20 Jan '09

I've put more time into this than I can afford - but I'm trying hard to keep opensource alive in our workplace, so I'll ask here. We have: A WIN2K Domain controller at 192.168.1.10 A Debian (Lenny) box with a clean install of OTRS 2.3.3 (installed from source, not a prepacked deb file) The debian box is joined to the domain, which we'll call "company.com.au" Nothing I do will permit me to get customers authenticating via the AD. The relevant parts of the Config.pm: $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '192.168.1.10'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=company,dc=com,dc=au'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'uid'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'ldap.lookup'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password'; $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => '192.168.1.10', BaseDN => 'DC=company,DC=com,DC=au', SSCOPE => 'sub', UserDN =>'ldap.lookup', UserPw => 'password', }, CustomerKey => 'uid', CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ [ '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' ], ], }; The error I'm currently getting: Jan 19 16:20:03 ithlp OTRS-GenericAgent-03[7967]: [Error][Kernel::System::CustomerUser::LDAP::new][Line:144]: First bind failed! 80090308: LdapErr: DSID-0C09030B, comment: AcceptSecurityContext error, data 525, v893 Any ideas? ##################################################################################### This e-mail message has been scanned for Viruses and Content and cleared by MailMarshal #####################################################################################

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Mulitple installations on same machine
by Carsten Schumann 20 Jan '09

20 Jan '09

Hi Folks, currently I am trying to install OTRS 2.3 twice on the same system for different virtual hosts but I am running into problems, maybe anyone can help. My systrem runs with Apache2, mod_perl and OTRS 2.3 under Debian (stable with backports). In the sample configuration mentioned on the OTRS web site, the mod_perl directive 'Perlrequire' is used to load the ORTS modules when the webserver starts. As Perlrequire has the scope SRV, multiple Perlrequire directives in different virtual hosts conflict with each other. I modified OTRS to include the scripts/apache2-perl-startup.pl in index.pl/installation.pl instead of running the script at werbserver startup but OTRS does not find several modules becaus the include paths are still messed up. After setting the paths manually and including several additional modules in apache2-perl-startup.pl by hand, i ran into more module-not-found errors I cannot fix easily. An installation with distinct queues is no option for me. At least the databases have to be separated. Has anyone some experience and can point out how to solve this issue the best way? Is there a howto? Neither in the readme docs nor on the webpage I found anything that was helpful regarding this issue. The only possibility mentioned on the website was for OTRS 1.3 but since 2.0 the feature seems to have disappeared. Any suggestions? Best regards, Carsten Schumann

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Using multiple customers in OTRS
by vishal sanghi 19 Jan '09

19 Jan '09

Hi I had successfully configured LDAP with an one agent and one customer. Now I need to expand it for the multiple customers. Any help must be appreciated. Thanks and regards Vishal Sanghi From Chandigarh to Chennai - find friends all over India. Go to http://in.promos.yahoo.com/groups/citygroups/

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Re: [otrs] OTRS and Active Directory (Wayne Scott)
by vishal sanghi 19 Jan '09

19 Jan '09

Hi There could be a problem with following line. $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'ldap.lookup'; Please check the UserDN may be you have to specity the yourdomain_name\ldap..lookup. Thanks Vishal --- On Mon, 19/1/09, otrs-request(a)otrs.org <otrs-request(a)otrs.org> wrote: From: otrs-request(a)otrs.org <otrs-request(a)otrs.org> Subject: otrs Digest, Vol 4, Issue 44 To: otrs(a)otrs.org Date: Monday, 19 January, 2009, 3:32 PM 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. OTRS and Active Directory (Wayne Scott) 2. Re: OTRS and Active Directory (Steven Carr) 3. Re: Queues' visibility to customers (Yasir M. Arsanukaev) 4. Re: OTRS and Active Directory (Steven Carr) 5. Re: Change queue without being owner (Lars J?rgensen) 6. Config Item and Location functionalities with ITSM 1.2.2. (Aysel Pamuk) ---------------------------------------------------------------------- Message: 1 Date: Mon, 19 Jan 2009 16:35:49 +1100 From: "Wayne Scott" <wayne.scott(a)arrb.com.au> Subject: [otrs] OTRS and Active Directory To: <otrs(a)otrs.org> Message-ID: <225208CD50F5244A9612714639A719B4038E84E3(a)mel-mail.arrb.com.au> Content-Type: text/plain; charset="us-ascii" I've put more time into this than I can afford - but I'm trying hard to keep opensource alive in our workplace, so I'll ask here. We have: A WIN2K Domain controller at 192.168.1.10 A Debian (Lenny) box with a clean install of OTRS 2.3.3 (installed from source, not a prepacked deb file) The debian box is joined to the domain, which we'll call "company.com.au" Nothing I do will permit me to get customers authenticating via the AD. The relevant parts of the Config.pm: $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '192.168.1.10'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=company,dc=com,dc=au'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'uid'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'ldap.lookup'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password'; $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => '192.168.1.10', BaseDN => 'DC=company,DC=com,DC=au', SSCOPE => 'sub', UserDN =>'ldap.lookup', UserPw => 'password', }, CustomerKey => 'uid', CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ [ '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' ], ], }; The error I'm currently getting: Jan 19 16:20:03 ithlp OTRS-GenericAgent-03[7967]: [Error][Kernel::System::CustomerUser::LDAP::new][Line:144]: First bind failed! 80090308: LdapErr: DSID-0C09030B, comment: AcceptSecurityContext error, data 525, v893 Any ideas? ##################################################################################### This e-mail message has been scanned for Viruses and Content and cleared by MailMarshal #####################################################################################

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Can't create PID PostMasterPOP3, because it's already runnin
by Trasschaert Karl 19 Jan '09

19 Jan '09

Hi, I've this error in the system log : "Can't create PID PostMasterPOP3, because it's already running" The system also create 30 time a ticket fo rthe same e-mail. What can be the cause of that ? Thx _________________________________________________________________ Découvrez vite le nouveau Hotmail ! http://www.windowslive-hotmail.com/comingsoon/fr/default.htm

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Config Item and Location functionalities with ITSM 1.2.2.
by Aysel Pamuk 19 Jan '09

19 Jan '09

Hello, I have installed OTRS 2.3.3 and ITSM 1.2.2. Before upgrading to ITSM 1.2.2, I had icons such as Location, Config Items in my bar as shown below. Now I would like to install the following packages. ITSMTicket-1.1.3.xml LinkObject2-1.1.3.xml But receive the errors below. How can I have the functionalities Location, Config Item with ITSM 1.2.2? Thanks in advance, Aysel [ OTRS::ITSM 1.2.2 <https://10.0.2.40/otrs/index.pl?> ] Aysel Pamuk (aysel.pamuk(a)gantek.com) 13:15:25 - 01/19/2009 Error: Sorry, can't install/upgrade package, because the framework version required by [..] Comment: Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Mon Jan 19 13:15:27 2009 Message: Sorry, can't install/upgrade package, because the framework version required by the package (2.2.8;2.2.x CVS;) does not match your Framework (2.3.3)! Traceback (26070): Module: Kernel::System::Package::_CheckFramework (v1.85) Line: 1789 Module: Kernel::System::Package::PackageInstall (v1.85) Line: 347 Module: Kernel::Modules::AdminPackageManager::Run (v1.65) Line: 1316 Module: Kernel::System::Web::InterfaceAgent::Run (v1.35) Line: 824 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.87) Line: 47

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Change queue without being owner
by Lars Jørgensen 19 Jan '09

19 Jan '09

Hi, I can't remember if this has been answered before, but our supervisor would like to change the queue of some tickets that are already assigned (locked) to an agent. Is it possible without taking ownership of the ticket? -- Lars

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Enable LDAP Authenication
by Nadeem Ahmad 17 Jan '09

17 Jan '09

Hi We are running <http://otrs.org/> OTRS 2.3.3 , we need enable LDAP authentication in this. How ca I do this. What peral module is required for this? What will happen it LDAP server is not available. ---------------------------------------------------------------------------- ------------------------ [root@rhel bin]# ./otrs.checkModules o CGI............................ok (v3.15) o Date::Pcalc....................ok (v1.2) o Date::Format...................ok (v2.22) o DBI............................ok (v1.52) o DBD::mysql.....................ok (v3.0007) o Digest::MD5....................ok (v2.36) o Crypt::PasswdMD5...............ok (v1.3) o LWP::UserAgent.................ok (v2.033) o IO::Scalar.....................ok (v2.110) o IO::Wrap.......................ok (v2.110) o MIME::Base64...................ok (v3.07) o Mail::Internet.................ok (v2.04) o MIME::Tools....................ok (v5.427) o Net::DNS.......................ok (v0.59) o Net::POP3......................ok (v2.28) o Net::POP3::SSLWrapper.......ok (v0.02) o Net::IMAP::Simple..............ok (v1.17) o Net::IMAP::Simple::SSL......ok (v1.3) o Net::SMTP......................ok (v2.29) o Authen::SASL................ok (v2.11) o Net::LDAP......................ok (v0.33) o GD.............................not installed! (not required / for stats) o GD::Text....................not installed! (not required / for stats) o GD::Graph...................not installed! (not required / for stats) o GD::Graph::lines............not installed! (not required / for stats) o GD::Text::Align.............not installed! (not required / for stats) o PDF::API2......................not installed! (not required / for PDF required!) o Compress::Zlib..............ok (v1.42) o XML::Parser....................ok (v2.34) [root@rhel bin]# ---------------------------------------------------------------------------- ------------------------ Nadeem Ahmad Associate Network Administrator Network Operations Centre I2c Incorporated

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OTRS reporting
by Trasschaert Karl 16 Jan '09

16 Jan '09

Hi, I would like to create stats or reporting about Nubers of ticket Answered/Closed in the sla times.%in the sla time ans % out of the sla times. And stats about new to open and new to closed time. Can someone help me to make the configuration of the stat module ? I also have a problem, i cannot make graphics with the stats module, what can be wrong with my config ? Thanks in advance Karl _________________________________________________________________ Vous pouvez désormais lire tous vos comptes e-mails à un endroit. Gagnez du temps grâce à Windows Live ! http://www.microsoft.com/windows/windowslive/default.aspx

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