February 2009 - otrs - OTRS mailing lists

Migration
by Hiren Joshi 20 Feb '09

20 Feb '09

Hello all, I'm running OTRS on a CenOS4 virtual machine (with mysql) but plan to move it over to a physical CentOS5 box. Can anyone point me to a guide or offer some pointers on the migration? Thanks, Josh.

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ACL for customer service limitation based on request type
by Gianni Bracali 20 Feb '09

20 Feb '09

Hi, I was trying to customize the visibility of the Service dropdown during the creation of a ticket in the Customer web interface. I need to hide/unhide some entry based on the request type selected. I put the following lines in Kernel/Config.pm, but nothing changed. # ticket acl $Self->{TicketAcl}->{'Nascondi-Servizi-Coda-001'} = { # match properties Properties => { # current user match properties Ticket => { Type => ['Acquisizione dati'] } }, # remove options (black list) PossibleNot => { # possible ticket options (black list) Ticket => { Service => ['Hardware'] }, }, }; Could please give me some hints or tell me where can I found a good documentation on ACLs? Thanks Gianni

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Email from external agent noted as Agent, how?
by Wes Plate 19 Feb '09

19 Feb '09

In old OTRS 1.3 if an agent send at email to a ticket (using as the from email address the same email address as the Queue) in the Zoom view of the ticket these agent emails would show as an Agent response and be colored as such. But in 2.3.3 external emails from agents appear as customer responses in the list. How to change to or enable the old behavior? -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

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disappearing queues
by Stephen Hawkins 19 Feb '09

19 Feb '09

OTRS, I have created a queue, and a group. I have given myself all permissions for that queue, and added it to the queues I see when I log in. However if I log out and log back in I no longer see the queue and have to do the previous steps all over again. This is true for all other otrs users also. Where are these "permissions" and queue choices saved at, and any ideas how I can get the config to stay? Steve -- Steve Hawkins Technical Support Engineer -- Palisade Systems, Inc 2625 N. Loop Drive, Suite 2120 - Ames IA, 50010 USA Email: support(a)palisadesys.com - Web: http://www.palisadesys.com/ Phone: 1(888) 325-6500 --

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DB Port Configuration in Config.pm
by Nadeem Ahmad 19 Feb '09

19 Feb '09

Hi We have installed OTRS 2.3.3 and its DB is installed on remote server & it is running on Port tcp/3307 . My question is that where I need to mention port for DB connectivity in Config.pm . Please let me know if you have query on this. Nadeem Ahmad Associate Network Administrator Network Operations Centre I2c Incorporated ------------------------------------------------------------ Web site: http://www.i2cinc.com PBX: (650) 593 5400 ext 4097 24x7 NOC Direct: (650) 480 5291 24x7 NOC: (650) 593 5400 Option 3/Option 3 Fax: (650) 593 5402 Office-Pakistan: (042) 111.000.911 ext 163/164 Email: anadeem(a)i2cinc.com Timings: Mon - Fri 08:00 PM - 06:00 AM PST

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Adding status to email notifications
by Greg Pennell - HSA Global 18 Feb '09

18 Feb '09

I'd like to append an email notification with the current status of the ticket - after the submitting the email content, and updating the status in the ComposeEmail page. I've changed the email body to include the ticket status, however this is picked up from before the email is submitted, and therefore doesn't have the new status Greg

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RedHat permissions to otrs user
by Camilo Vieira 18 Feb '09

18 Feb '09

Hi folks, I'm trying to install the OTRS in RedHat 5 Enterprise Server with source code, but I have been receiving the following message: Forbidden You don't have permission to access /otrs/installer.pl on this server. Additionally, a 403 Forbidden error was encountered while trying to use an ErrorDocument to handle the request. ________________________________ Apache/2.0.52 (Red Hat) Server at otrs.navita.com.br Port 80 The Apache was set to starting up with apache user that was assigned to apache group. I configured the following permissions: root@otrs:/opt# useradd -d /opt/otrs/ -c 'OTRS user' otrs root@otrs:/opt# usermod -G nogroup otrs linux:/opt# SetPermissions.sh /opt/otrs otrs apache nogroup apache I got the permissions bellow: -rwxrwxrwx 1 apache nogroup 66K Jan 20 14:06 ARCHIVE drwxrwxr-x 4 apache nogroup 4.0K Jan 20 14:06 bin -rwxrwxrwx 1 apache nogroup 180K Jan 20 08:16 CHANGES -rwxrwxrwx 1 apache nogroup 18K Dec 1 2001 COPYING -rwxrwxrwx 1 apache nogroup 2.4K Jun 20 2008 CREDITS drwxrwxrwx 3 apache nogroup 4.0K Jan 20 14:06 doc -rwxrwxrwx 1 apache nogroup 1.3K Mar 7 2008 .fetchmailrc.dist -rwxrwxrwx 1 apache nogroup 5.6K Oct 29 14:51 INSTALL -rwxrwxrwx 1 apache nogroup 1.2K Apr 29 2008 INSTALL.RedHat -rwxrwxrwx 1 apache nogroup 1.3K Apr 29 2008 INSTALL.SuSE drwxrwxrwx 8 apache nogroup 4.0K Feb 18 12:15 Kernel -rwxrwxrwx 1 apache nogroup 1.7K Feb 6 2007 .mailfilter.dist -rwxrwxrwx 1 apache nogroup 1.9K Mar 7 2008 .procmailrc.dist -rwxrwxrwx 1 apache nogroup 6.9K Jun 20 2008 README -rwxrwxrwx 1 apache nogroup 4.4K Apr 29 2008 README.database -rwxrwxrwx 1 apache nogroup 4.5K Apr 29 2008 README.webserver -rwxrwxrwx 1 apache nogroup 85 Jan 20 14:06 RELEASE drwxrwxrwx 6 apache nogroup 4.0K Jan 20 14:06 scripts -rwxrwxrwx 1 apache nogroup 7.3K May 28 2008 TODO -rwxrwxrwx 1 apache nogroup 2.0K Jul 21 2008 UPGRADING drwxrwxrwx 11 otrs apache 4.0K Jan 20 14:06 var Please, does anyone know how to fix this problem? Thanks. Camilo Vieira * Coordenador de Infra-estrutura de redes Navita <http://www.navita.com.br/> * Portais <http://www.navitaportal.com/> e BlackBerry <http://www.blackberrycorporativo.com.br/> * 55 11 3055-2001

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LDAP Binding Issue
by Voss, Darryl 18 Feb '09

18 Feb '09

Hi all, I'm trying to setup OTRS to authenticate agent logins with AD. Here is a clip from my Config.pm: # -----------------------------------------------------# # ldap settings # # -----------------------------------------------------# $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = '10.67.100.5'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=towtradtal,dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=otrsLDAP,OU=Service Accounts,OU=Users,OU=Chicago,DC=towtradtal,DC=com'; $Self->{'AuthModule::LDAP::SearchUserPW'} = '*********'; $Self->{'AuthModule::LDAP::GroupDN'} = 'CN=Domain Users,CN=Builtin,DC=towtradtal,DC=com'; $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; In following the OTRS documentation as well as cross-referencing other posts on this subject, I'm pretty sure the config file is setup correctly and does not include any syntax errors. However, my problem is that when logging in to OTRS, I get "Login Failed! Your username and password was entered incorrectly." I then checked the apache logs and found the following entry: ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Fri Feb 13 12:36:59 2009 Message: Search failed! 00000000: LdapErr: DSID-0C090627, comment: In order to perform this operation a successful bind must be completed on the connection., data 0, vece Traceback (4362): Module: Kernel::System::Auth::LDAP::Auth (v1.47.2.3) Line: 218 Module: Kernel::System::Auth::Auth (v1.29) Line: 121 Module: Kernel::System::Web::InterfaceAgent::Run (v1.35) Line: 192 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.87) Line: 47 I've verified that the credentials I have specified for the user otrsLDAP are correct by binding to AD through LDP.exe. I'd really appreciate if someone could let me know if they'd run into this or know what might be causing the bind to fail. This electronic mail message and any attached files contain information intended for the exclusive use of the individual or entity to whom it is addressed and may contain information that is proprietary, privileged, confidential and/or exempt from disclosure under applicable law. If you are not the intended recipient, you are hereby notified that any viewing, copying, disclosure or distribution of this information may be subject to legal restriction or sanction. Please notify the sender, by electronic mail or telephone, of any unintended recipients and delete the original message without making any copies.

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Show last article in Queue view
by Thomas Wouters 18 Feb '09

18 Feb '09

Hi All, At the moment in 'queue view' (the general preview of all tickets), you always see the last customer article, but i would love to see the last ticket article (so, notes, or owner changes or what ever is the last added article. I have searched the otrs mailing lists but did not find any clues, except that the question is asked serveral times... for example: http://lists.otrs.org/pipermail/otrs/2007-February/017778.html Anybody any suggestions? Kind regards, Thomas Wouters

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Time reporting
by Mayk Backus 17 Feb '09

17 Feb '09

Hi All, Does anyone know of something on how to produce a time report of for example today, or a specific day ? The reason for this is that our company sends bills for given services. In the ticket we note the time we spend on a ticket, and it would be great of i could produce some sort of output on what tickets have received time units that day , by whom , how many time units , etc . I'm looking at OTRS Manager, it has something like this in the reports it generates, but i notice sometimes it doesn't display a ticket what i know of that has received time that day. So i doubt the reliability of it. Any news welcome. Perhaps someone has a php script that does these outputs, of has created a stats report or maybe something complete different. Hope to hear from you. kind regards, Mayk

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