April 2009 - otrs - OTRS mailing lists

LDAP authentication not working
by Emily Flynn 25 Apr '09

25 Apr '09

Hi, I can't seem to get LDAP authentication working for customer users. It is a Windows 2000 domain with 2 domain controllers. Can anyone see where I might be going wrong...? Thanks Emily # ---------------------------------------------------- # # Customer LDAP Authentication # # ---------------------------------------------------- # #Enable LDAP authentication for Customers / Users $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'xx.xxx.xx.xx'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=user,ou=dublin,dc=int,dc=domain,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; #The following is valid but would only be necessary if the #anonymous user do NOT have permission to read from the LDAP tree # $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'otrsldap'; # $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password'; #CustomerUser #(customer user database backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'xx.xxx.xx.xx', BaseDN => 'ou=user,ou=dublin,dc=int,dc=domain,dc=com', SSCOPE => 'sub', UserDN =>'otrsldap', UserPw => 'password', }, # customer unique id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ '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' ], #[ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], #[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; #Add the following lines when only users are allowed to login if they reside in the spicified security group #Remove these lines if you want to provide login to all users specified in the User Base DN #example: $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=BaseOU, dc=example, dc=com'; $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'CN=OTRS_Users,OU=Security Groups,OU=Dublin,DC=int,DC=domain,DC=com'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'

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Does anybody have used any none-European language in graphical reports?
by Afshar Mohebbi 25 Apr '09

25 Apr '09

Hi everybody, Some kind of reports (stats) are generated as graphic files like bar charts or pie charts. In these reports there is some texts to describe the report. I'm wondering if anybody have used non-European languages like Japanese, Persian (Farsi), Arabic, Hebrew, etc in these reports? In my case I'm using Persian (Farsi) but rendered graphics files display the text incorrect. A full history of problem is recorded here (a sample picture also included): http://afsharm.blogspot.com/2009/04/otrs-gd-library-and-persian-support.html Does anybody have any experience? Kind Regards, Afshar Mohebbi

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change 24 hour format to a 12 hour format
by Jonathan Medina 24 Apr '09

24 Apr '09

I am wondering if it is at all possible to change the time format from a 24-hour format to a 12-hour format. I haven't found any documentation on this. Regards _ Jonathan Medina IT Manager Sephardic Nursing & Rehab T: 718-266-6100 x216

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How to enable System Log
by rallison 24 Apr '09

24 Apr '09

In the Admin-Area, I select System Log is shows no information. Is there an option to enable? It shows colums headers. [ System Log ] Time Priority Facility Message I just enabled Performance Log and I can with information with no problems. Regards, Ram

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Next State list under pending is empty.
by Sachin 24 Apr '09

24 Apr '09

I click on pending on a ticket, on the new window the subject is pending and i have a drop down list which says "Next State". The list appears empty. What do i check and where?

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Re: [otrs] Delete Junk queue every 24h automatically
by LQ Marshall 24 Apr '09

24 Apr '09

> I was looking for a way to empty my Junk queue automaticallyevery 24h in SysConf > but didn’t find anything can help. > How can I proceed? The correct answer is generic agent. LQ -----Original Message----- From: Laura Urie <lurie(a)clsamerica.com> To: otrs(a)otrs.org Date: 04/24/09 09:37 Subject: [otrs] Delete Junk queue every 24h automatically Hi, I was looking for a way to empty my Junk queue automaticallyevery 24h in SysConf but didn’t find anything can help. How can I proceed? Thanks Laura

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Delete Junk queue every 24h automatically
by Laura Urie 24 Apr '09

24 Apr '09

Hi, I was looking for a way to empty my Junk queue automatically every 24h in SysConf but didn't find anything can help. How can I proceed? Thanks Laura

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Hardcode in customer email format.
by Emily Flynn 24 Apr '09

24 Apr '09

Hello, Is there a way I can hard code customers email format into the LDAP settings in config.pm? I have OTRS authenticating against Active Directory, but unfortunately we don't have users emails saved in theire AD accounts. Everyone's mail is in the same format of firstname.secondname(a)ourcompany.com, so I'm pretty sure I can define this in the config.pm? I am not familiar with editing Perl, but I'm sure I could edit the following line to allow this? [ 'UserEmail', 'Email', 'mail', 1, 0, 'var' ] Thanks Emily

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Agent in AD and Customer in MSSQL
by Patrik Forsberg 24 Apr '09

24 Apr '09

Hi, I have a setup where I want the agents to be authenticated by NT2003/AD account, using LDAP if I remember everything right - is there a guide how to do this ? Also I have a customer company base in MSSQL but it does not contain a user and password but I would like to be able to assign tickets to a specific company by a sql query of that database - can this be done ? It only contain the company name and a company ID plus some other fuss that OTRS shouldn't be bothered about :) We have no plans to allow our customers to login to OTRS but that might come in the future, in that case can the authentication be done by a local database while the customer company is fetched from the MSSQL ? --- Regards, Patrik

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Re: [otrs] LDAP authentication not working - Solved
by Emily Flynn 24 Apr '09

24 Apr '09

Hi, By putting the domain name before UserDN, LDAP started working : ) $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'MyDomain\ otrsldap'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password'; Thanks Emily ----- Forwarded by Emily Flynn/ZB/Ireland/Zurich on 24/04/2009 11:25 ----- Emily Flynn/ZB/Ireland/Zurich 21/04/2009 20:04 To otrs(a)otrs.org cc Subject LDAP authentication not working Hi, I can't seem to get LDAP authentication working for customer users. It is a Windows 2000 domain with 2 domain controllers. Can anyone see where I might be going wrong...? Thanks Emily # ---------------------------------------------------- # # Customer LDAP Authentication # # ---------------------------------------------------- # #Enable LDAP authentication for Customers / Users $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'xx.xxx.xx.xx'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=user,ou=dublin,dc=int,dc=domain,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; #The following is valid but would only be necessary if the #anonymous user do NOT have permission to read from the LDAP tree # $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'otrsldap'; # $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password'; #CustomerUser #(customer user database backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'xx.xxx.xx.xx', BaseDN => 'ou=user,ou=dublin,dc=int,dc=domain,dc=com', SSCOPE => 'sub', UserDN =>'otrsldap', UserPw => 'password', }, # customer unique id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ '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' ], #[ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], #[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; #Add the following lines when only users are allowed to login if they reside in the spicified security group #Remove these lines if you want to provide login to all users specified in the User Base DN #example: $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=BaseOU, dc=example, dc=com'; $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'CN=OTRS_Users,OU=Security Groups,OU=Dublin,DC=int,DC=domain,DC=com'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'

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