October 2009 - otrs - OTRS mailing lists

Send notifications to Customer User instead of original sender
by Mohamed-Amine Kadimi 26 Oct '09

26 Oct '09

Hello, There's the steps of the problem I have: 1. I receive a ticket from a sender 2. I need to reassign this ticket to a different customer so I change the "Customer User" field and set a new e-mail address. 3. The auto-notifications sent for this ticket (e.g. closing notification) are still sent to the original sender. I want these notifications to be sent to the new customer e-mail, what should I do? Thanks. _________________________________________________________________ Windows Live: Keep your friends up to date with what you do online. http://www.microsoft.com/middleeast/windows/windowslive/see-it-in-action/so…

2 1

User sees only owned tickets in queue...
by Tollefsen, Lyle 26 Oct '09

26 Oct '09

Hello all, Is it possible to setup queue permissions such that users of the queue can see only the tickets of which they are the owners, and see tickets not yet assigned? Lyle.

2 2

ldap issue
by furtasacs! 26 Oct '09

26 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 and it's working fine. 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? which could be the problem? I've been thinking it might be that the authentication to ldap, Apache does not tell the name of the computer and this could be a parameter of OTRS, can be? Thanks.

1 0

html error 500 in otrs 2.4.5
by IT easyap 26 Oct '09

26 Oct '09

Hi all, when i try to open a ticket with the body in HTML and the body is "big". There is an error http 500 after a few minutes. The size of the html body is 498 KB . Do you have any idea in how to solve it ? This error starts whit the version 2.4.1. and persists in 2.4.5 Thanks in advance

1 0

Self registration token
by Antonio Reale 26 Oct '09

26 Oct '09

Hi all, is it possible to add the confirmation email (token) for the customer self registration? Thanks. Best regards. -- Antonio

1 0

Re: [otrs] Problems on email notification
by James Morgan 26 Oct '09

26 Oct '09

Head to the preferences page and add the queues you want notification for to your "my queues" list. Then select what type of notifications you want from the same page. James -----Original Message----- From: Altangerel <altangerel.g(a)mobicom.mn> Sent: Monday, 26 October 2009 6:57 PM To: User questions and discussions about OTRS. <otrs(a)otrs.org> Subject: [otrs] Problems on email notification Hi Dears, I do not figure out something related to e-mail notification of OTRS. I want to receive mail when customers send a new ticket. But I don't know how can I do this :(. I've added some email addresses to corresponding queue using Email addresses on admin area. Is that right operation? If so what should I do next? Even though I've read admin documentation for many time, I do not understand enough :(. I did not receive any mail from OTRS. Can anyone help me? -- Altangerel Ganbold --------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

2 2

message/rfc822 inline
by Artem Bokhan 26 Oct '09

26 Oct '09

Hello What should I do to view attachments with content-type "message/rfc822" inline?

1 0

Problems on email notification
by Altangerel 26 Oct '09

26 Oct '09

Hi Dears, I do not figure out something related to e-mail notification of OTRS. I want to receive mail when customers send a new ticket. But I don't know how can I do this :(. I've added some email addresses to corresponding queue using Email addresses on admin area. Is that right operation? If so what should I do next? Even though I've read admin documentation for many time, I do not understand enough :(. I did not receive any mail from OTRS. Can anyone help me? -- Altangerel Ganbold

1 0

SOAP API/PHP Usage - LinkObject
by James Morgan 26 Oct '09

26 Oct '09

Hi all, I'm writing some code in PHP at the moment to get one of our other systems in the organisation to talk to OTRS via the SOAP API interface. I'm adapting the code example I found at http://www.mail-archive.com/otrs@otrs.org/msg27452.html (which didn't work when I originally tried it). What I'm trying to achieve is for our staff to use the other system to create scheduled outage notifications to our services, which through a bunch of other ways works out what services are affected and who to tell about it. It will then send out the notifications to our customers by using the API to create tickets in OTRS and then link these tickets to a master (or parent) ticket which is our internal ticket for tracking the outage. I'm now at the stage where I can use the API to create a ticket number, lookup an otrs userid, create a ticket, and add an article to it - all of that works without issue. What I can't seem to do at the moment, though, is link tickets together. I've checked the API spec (I'm using OTRS 2.4.4) and believe I'm covering the bases. I notice from reading another email on this list that the property "Direction" isn't listed on dev.otrs.org, and wonder if maybe there's other hidden stuff like that that may be getting in my way? I'll post the code below - can anyone suggest why I might not be able to do linking in this way? I've done my reading and think I've doing it right. Here's the code I'm currently using. It doesn't return any errors (or, at least none I've seen): function otrsinject($in_title, $in_subject, $in_to, $in_owner, $in_customerid, $in_customeruser, $in_message) { $otrs_title = $in_title; $otrs_subject = $in_subject; $otrs_queue = $Queue; $otrs_from = "xxx(a)yyy.com"; $otrs_email = $in_to; $otrs_user = "xxx"; $otrs_pass = "xxx"; $otrs_url = "http://xxx/otrs/rpc.pl"; $otrs_queue = "Sched. Events"; $otrs_customerid = $in_customerid; $otrs_customeruser = $in_customeruser; $otrs_message = $in_message; $soapclient = new SoapClient(null, array('location' => $otrs_url, 'uri' => "Core", 'trace' => 1, 'login' => $otrs_user, 'password' => $otrs_pass, 'style' => SOAP_RPC, 'use' => SOAP_ENCODED)); # creating a ticket number $ticketnr = $soapclient->__soapCall("Dispatch", array($otrs_user, $otrs_pass, "TicketObject", "TicketCreateNumber")); #php changes long numbers to 123E+10 notation to prevent this screwing up our ticketnumbers we convert notation #it into normal plain numbers. but only if not string, because sometimes you have a string addition like XY123 on your #ticket numbers if(! is_string($ticketnr) ) $ticketnr = number_format($ticketnr,0, '.', ''); // # create the new ticket $otrs_userid = $soapclient->__soapCall("Dispatch", array($otrs_user, $otrs_pass, "UserObject", "UserLookup", "UserLogin", $in_owner )); $ticketid = $soapclient->__soapCall("Dispatch", array($otrs_user, $otrs_pass, "TicketObject", "TicketCreate", "TN", $ticketnr, "Title", $otrs_title, "Queue", $otrs_queue, "Lock" , "unlock", "PriorityID", 3, "State" , "new", "CustomerId", $in_customerid, "CustomerUser", $in_customeruser, "OwnerID", $otrs_userid, "UserID", $otrs_userid )); $articleid = $soapclient->__soapCall("Dispatch", array($otrs_user, $otrs_pass, "TicketObject", "ArticleSend", "TicketID" , $ticketid, "ArticleType" , "email-external", # email-external|email-internal|phone|fax|... "SenderType" , "agent", # agent|system|customer "From" , $otrs_from, "To" , $otrs_email, "Subject" , "[Ticket#".$ticketnr."] ".$otrs_subject, "Body" , $otrs_message, "ContentType" , "text/plain; charset=utf-8", "Charset" , "utf-8", "HistoryType" , "EmailCustomer", # EmailCustomer|Move|AddNote|PriorityUpdate|WebRequestCustomer|... "HistoryComment" , "generated by OTRSInterface-Class", "UserID" , $otrs_userid, "NoAgentNotify" , 1, # if you don't want to send agent notifications "MimeType" , "text/plain", "Loop" , 0 # auto reject|auto follow up|auto follow up|auto remove )); $linkid = $soapclient->__soapCall("Dispatch", array($otrs_user, $otrs_pass, "LinkObject", "LinkAdd", "SourceObject", "Ticket", "SourceKey", "0601158", #0601158 is the tn of a pre-existing ticket to link to. "TargetObject", "Ticket", "TargetKey" , $ticketid, "Type", "ParentChild", "Direction", "Target", "State" , "Valid", "UserId", $otrs_userid )); return $ticketid; } I hope someone may shed some light, or that someone looking to do something similar in php might be able to use the above code. Kind Regards, James Morgan

1 1

Problem with authenticating Active Directory via LDAP
by Dejan Miklavcic 26 Oct '09

26 Oct '09

Ok, I've been working on this issue for 3 days, but I can't make it work. I want my agents and customers to autheticate via LDAP (that is actualy our Win2003 server Active Directory) Do I need to manualy setup ldap on otrs server (I am running openSUSE 10.2 with openLDAP) ? Is there any configuration needed to enable authenticating from active directory ? This is what I have in Kernel/Config.pm : #we want to use LDAP for Auth $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'myAD.company-bih.corp'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=company-bih,dc=corp'; #DO I NEED TO CHANGE THIS sAMAccountName TO SOMETHING ELSE ? $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; # WHAT USER DO I NEED TO ENTER AS SEARCHUSERDN ? IS THAT USER FROM AD, OR FROM SUSE? OR FROM OTRS DB ? # WHAT I USE IS MY ACTIVE DIRECTORY USER #The username and password of the user you setup to access LDAP information in AD $Self->{'AuthModule::LDAP::SearchUserDN'} ='CN=devuser,OU=Users,DC=company-bih,DC=corp'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'devpwd'; #We want our Customer/users to Auth using LDAP $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'myAD.company-bih.corp'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} ='OU=Users,DC=company-bih,DC=corp'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} ='CN=devuser,OU=Users,DC=agrokor-bih,DC=corp'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} ='devpwd'; $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'myAD.company-bih.corp', BaseDN => 'OU=Users,DC=company-bih,DC=corp', SSCOPE => 'sub', UserDN =>'CN=devuser,OU=Users,DC=agrokor-bih,DC=corp', UserPw => 'devpwd', }, CustomerKey => 'sAMAccountName', CustomerID => 'userPrincipalName', CustomerUserListFields => ['displayName', 'userPrincipalName'], CustomerUserSearchFields => ['displayName', 'userPrincipalName'], CustomerUserPostMasterSearchFields => userPrincipalName, CustomerUserNameFields => ['givenName', 'sn'], #the following must map to valid fields in your AD(givenname,sn,sAMAccountName,...) Map => [ [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'userPrincipalName', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'userPrincipalName', 0, 1, 'var' ], ], }; #OK now lets have our agents use LDAP $Self->{'AuthModule::LDAP::GroupDN'} ='CN=devuser,OU=Users,DC=company-bih,DC=corp'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; $Self->{'Customer::AuthModule::LDAP::GroupDN'} ='CN=devuser,OU=Users,DC=company-bih,DC=corp'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'; # UserSyncLDAPMap # (map if agent should create/synced from LDAP to DB after login must match your AD) $Self->{UserSyncLDAPMap} = { # DB -> LDAP Firstname => 'givenName', Lastname => 'sn', Email => 'userPrincipalName', }; # UserSyncLDAPGroups # (If "LDAP" was selected for AuthModule, you can specify # initial user groups for first login.) $Self->{UserSyncLDAPGroups} = [ 'users', ]; But i Get following errors in log file (and it repeats all the time in log file): Oct 25 12:36:29 otrs OTRS-CGI-10[30148]: [Error][Kernel::System::CustomerUser::LDAP::new][Line:151]: First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece Oct 25 12:54:23 otrs OTRS-CGI-10[30220]: [Error][Kernel::System::Auth::LDAP::Auth][Line:187]: First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece Can anyone help me with this ?

2 1