October 2009 - otrs - OTRS mailing lists

Notification, Notification(Event), Vs Autoreponse
by Michael Mayaka 21 Oct '09

21 Oct '09

Hi All, I have been using Autoresponse<>queue to automatically respond to customers when new tickets are created. My question is, how can I automatically notify customers when their tickets are closed/updated? I have gone through "Notification" and "Notification(Event)" - Which of these can be used as an automatically triggered response to an event and how? (I'm using otrs2.4.4) Michael

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Re: [otrs] Sending email in OTRS
by Mike Pierce 20 Oct '09

20 Oct '09

David, I set the settings to use smtp (we're running exchange), and put the name of my mailserver in. Here's what I get now: ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Tue Oct 20 14:53:32 2009 Message: Can't connect to mail.mydomain.com: Invalid argument! Traceback (1620): Module: Kernel::System::Email::SMTP::Send (v1.25) Line: 92 Module: Kernel::System::Email::Send (v1.64) Line: 683 Module: Kernel::System::Ticket::Article::ArticleSend (v1.230) Line: 2012 Module: Kernel::Modules::AgentTicketCompose::Run (v1.80) Line: 414 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_Program_20Files_OTRS_OTRS_bin_cgi _2dbin_index_2epl::handler (unknown version) Line: 51 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31

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Sending email in OTRS
by Mike Pierce 20 Oct '09

20 Oct '09

Hopefully I'm posting to the right place.....bear with me as a noob. I just installed the latest version of otrs for Windows, running on windows 2000 server. I have successfully configured an Active Directory account with an exchange mailbox, and otrs is pulling the test mails I've sent via POP3 just fine. However, I can't sent email back out from OTRS. I have the 'check mx record' option disabled, and have also tried it enabled, and pointing to our internal DNS server. The POP3 virtual server on our Exchange machine isn't running, but I still can get mail into OTRS via POP3. What am I missing here?

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Radius Authentication & Creation Customer Users db
by Alessandro d'Ambrosio 20 Oct '09

20 Oct '09

Hi, I've activated in my OTRS Sytem a Radius Authentication for my Customer Users and It works. Can I create my Customer Users db getting information by my Radius Server or have I to create them before in my db? Is there a method to populate my cutomer users db dinamically when a customer user log on? I know that there's a system for Agents throughout LDAP but I didn't find nothing for Customer Users for Radius. Thankyou very much. Alessandro

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2.4.4 to 2.4.5 patch / migrate
by Sarper SARIDAL 20 Oct '09

20 Oct '09

Hi All, How do we upgrade from otrs 2.4.4 to 2.4.5 ? The admin manual does not show how. When i download the new software from otrs web site it says that it's already installed which is an expected result. For the upgrade of a running system (for minor patches like 2.4.4 to 2.4.5) What is the roadmap that i have to follow? Should i have to stop the services get the backup install a clean otrs and restore the backup? or is there an easier way to do it? If there is only backup / restore method is there guide about that so i can follow the quide and update my otrs. Thanks & Regards, Sarper Sarıdal

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OTRS Image Theme
by Chua Khoon Yong 20 Oct '09

20 Oct '09

hi guys, While customising the frontend for OTRS, i notice that the images is not related to the theme. I see the default value is Frontend::ImagePath: .... <OTRS_CONFIG_Frontend::WebPath>images/Standard/ Can the image path be related to the theme, that means the imagepath is make up of the theme name like css. I see a theme as make up by css, images, html, js, etc. Many thanks for the wonderful OTRS, making my life easier.

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LDAP authentication problem
by Altangerel 20 Oct '09

20 Oct '09

Hi Dears, I am new to OTRS. And I installed latest version of otrs on FreeBSD 8.0 RC1 running on sparc 64 machine. I want to enable LDAP authentication. But I cannot do it :(. It always says there is an error. My configuration in Config.pm is following: #Enable LDAP authentication for Agents $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'domain.xxx.com'; $Self->{'AuthModule::LDAP::BaseDN'} = 'DC=xxx,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=OTRS_Agents,OU=otrs_group,DC=xxx,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=otrs_ldap, OU=otrs_group, DC=xxx, DC=com'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'pwd'; # 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. # 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, }; # agent data sync against ldap $Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host'} = 'domain.xxx.com'; $Self->{'AuthSyncModule::LDAP::BaseDN'} = 'DC=xxx, DC=com'; $Self->{'AuthSyncModule::LDAP::UID'} = 'UID'; $Self->{'AuthSyncModule::LDAP::SearchUserDN'} = 'UID=otrs_ldap, OU=otrs_group, DC=xxx, DC=com'; $Self->{'AuthSyncModule::LDAP::SearchUserPw'} = 'pwd'; $Self->{'AuthSyncModule::LDAP::UserSyncMap'} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; # [...] # AuthSyncModule::LDAP::UserSyncInitialGroups # (sync following group with rw permission after initial create of first agent # login) $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [ 'users', ]; Can you tell me what is wrong on my configuration. Also I sent you log entries: Oct 15 10:49:28 otrs OTRS-CGI-10[2271]: [Error][Kernel::System::Auth::LDAP::Auth][Line:187]: First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece Oct 15 10:49:28 otrs OTRS-CGI-10[2271]: [Error][Kernel::System::User::UserLookup][Line:696]: No UserID found for 'user(a)xxx.com'! Oct 15 10:50:28 otrs OTRS-CGI-10[2278]: [Error][Kernel::System::Auth::LDAP::Auth][Line:187]: First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece Please help me, guys :) -- BR, Altangerel Ganbold

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How do i translate int TICKET times to dates?
by Anderson, Ken 20 Oct '09

20 Oct '09

I'm trying to create a view that displays the integer values of the "time" columns in TICKET recognizable dates and times. How should I do this? Thanks, -Ken Ken Anderson Manager, Managed Services OA Solutions Victoria*Vancouver*Edmonton tel. (250) 385-4333 x219 fax. (250) 483-3380 ken.anderson(a)oasolutions.ca<mailto:ken.anderson@oasolutions.ca> www.oasolutions.ca<http://www.oasolutions.ca/> Please note that effective October 1, 2009 OA Solutions' Victoria Office has moved. Our new address is: 200 - 702 Fort Street Victoria, BC V8W 1H2

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LDAP & AD "workstation not permitted"
by furtasacs! 20 Oct '09

20 Oct '09

Hi, I have a ubuntu linux with otrs authenticating on a AD Windows 2K3, and all is fine. Now, I would like to add security to my AD, and I just want to allow users to authenticate only on your computer (not with the partner´s computer). All is fine with windows but i´ve problems with Otrs. The logs says this when a user try to conect to otrs: "... authentification failed: '80090308: LdapErr: DSID-0c090334, comment: AcceptSecurityContext error, data 531, vece ..." I've researched about that and "AcceptSecurityContext error, data 531, vece" means "Workstation not permited" and i´m trying to solve this problem. i've done: 1. i´ve joined ubuntu to AD with winbind and samba. 2. I've added ubuntu (the computer who have otrs and apache) to the user's allowed computer list. but still not working !! any sugestions, please? anything! Thanks.

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Re: [otrs] encoding and attachments
by Ilya Kornev 20 Oct '09

20 Oct '09

Moreover, OTRS bounces non-ascii attachments sent by customer. I sent a test email to OTRS with 2 files attached: one named in English, the other - in Russian. In OTRS I can see only the English one, and there's no Russian even in the filesystem. Regards, Ilya Kornev -----Original Message----- From: Ilya Kornev <feldpost-(a)mail.ru> To: otrs <otrs(a)otrs.org> Date: Mon, 19 Oct 2009 13:08:47 +0400 Subject: encoding and attachments > Hello, > > The button Attach doesn't attach anything when composing email and choosing an attachment named in Russian. > If I choose an attachment named in Latin letters, everything is ok. > > This is what my Support Assessment says: > Check database utf8 support. Your database version support utf8. OK > Check if the client use utf8 for the connection. Your client connection is utf8. OK > Check if the database use utf8 as charset. Your database character setting is utf8. OK > Check the utf8 table charset collation. Your charset collation is set to utf8_general_ci. OK > > And I have this line in Config.pm > $Self->{'DefaultCharset'} = 'utf-8'; > > The method of storing attachments is FS, if it matters. > > Does anybody have a clue what can be wrong with that? > > Best regards, > Ilya Kornev > >

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