August 2009 - otrs - OTRS mailing lists

Re: [otrs] Rehost an OTRS (Marco Vannini)
by Andre 26 Aug '09

26 Aug '09

Hi, you told me to backup /opt/otrs but I had install the server on Debian and this file don't exist. I already did the backup, know I'm trying to find in which directory should I do the restore because I don't have the /opt/otrs. Best regards, -- André

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No User listed in User Management
by Chung, Wayne (-,RAL,ESC) 26 Aug '09

26 Aug '09

Hi, I've upgraded from 2.0.4 to 2.4.3. When in [Admin-Area]->[User], none of the users are listed. Users do appear if I perform a search. What might be causing user not to be listed by default? Thanks, Wayne -- Scanned by iCritical.

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2.4.3: forwarding a ticket -> attachments are lost
by Glossop, Andrew 26 Aug '09

26 Aug '09

Is this is known issue? If I forward a ticket, the attachment isn't forwarded too. Seems OK with .jpg, but .msi or .dll is missing. Is this a bug, some attachment types restricted, or a problem specific to my installation? Any ideas? I thought I read about this recently, but having done a search I can't find any info. Kind Regards, Andrew Glossop

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Rehost an OTRS
by Andre 26 Aug '09

26 Aug '09

Hi Experts, I need to re-host my OTRS server, and I would like to know the next things: Which config files should I backup? How can I do in order to backup the DB and don't loose any ticket, user's, customers and others? Which is the best path to do this? Regards, -- André

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Active Directory and 2.4.3 issues
by Justin Holt 26 Aug '09

26 Aug '09

I finally went to make the jump to 2.4.3 from 2.3.4 and am having a bit of an issue. Customers still authenticate against our Active Directory Server just fine, but when an agent tries to authenticate, it all blows up. "Panic, user authenticated but no user data can be found in OTRS DB!! Perhaps the user is invalid." Here is the whole LDAP configuration part from my config.pm that I just copied and pasted out of the config.pm for 2.3.4. I have seen that there are others with this same issue but there have been no responses. This is all running on a windows 2003 server with a regurlar install of OTRS. Any Ideas? #-----------------------Customer Data------------------------------------------------ #Enable LDAP authentication for Customers / Users $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'vdp-dc-003'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=ci, dc=vernon, dc=ct, dc=us'; $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'} = 'otrs_ldap'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = '1qaz2wsx'; #CustomerUser #(customer user database backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'vdp-dc-003', BaseDN => 'dc=ci, dc=vernon, dc=ct, dc=us', SSCOPE => 'sub', UserDN =>'otrs_ldap', UserPw => '1qaz2wsx', }, # 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' ], ], }; # -------------------------End Customer data----------------------------- #------------------------------Agent Data--------------------------------- #Enable LDAP authentication for Customers / Users $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'vdp-dc-003'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=ci, dc=vernon, dc=ct, dc=us'; $Self->{'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->{'AuthModule::LDAP::SearchUserDN'} = 'otrs_ldap'; $Self->{'AuthModule::LDAP::SearchUserPw'} = '1qaz2wsx'; # UserSyncLDAPMap # (map if agent should create/synced from LDAP to DB after login) $Self->{UserSyncLDAPMap} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; # UserSyncLDAPGroups # (If "LDAP" was selected="selected" for AuthModule, you can specify # initial user groups for first login.) $Self->{UserSyncLDAPGroups} = [ 'users', ]; # UserTable $Self->{DatabaseUserTable} = 'users'; $Self->{DatabaseUserTableUserID} = 'id'; $Self->{DatabaseUserTableUserPW} = 'pw'; $Self->{DatabaseUserTableUser} = 'login'; #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 $Self->{'AuthModule::LDAP::GroupDN'} ='CN=otrs_ldap_allow_A,CN=Builtin,DC=ci,DC=vernon,DC=ct,DC=us'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; #---------------------------End Agent Data--------------------------------

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From/Subject field in Locked Tickets view
by David Holder 26 Aug '09

26 Aug '09

Hi Everyone, I have an auto notification (event) set up so that when an agent locks a ticket the customer receives an e-mail stating which agent has locked it. Once a ticket has been locked, it's original subject header is retained in the dashboard view (ie "Issue with Server01" for example). However, if I go into my "Locked Ticket" view (otrs/index.pl?Action=AgentTicketLockedView) the subject header has changed to "OTRS System <otrs@localhost>Ticket has been assigned!" rather than "Issue with Server01". Is there a way to retain the original subject header in the locked tickets view regardless of what notifications are sent out? Thanks, David

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Customer Web Login
by Kurt Camealy 26 Aug '09

26 Aug '09

What is the correct way to modify the Green area with "Logo", "Company Name", and the Footers on the default customer login page? Thanks ahead of time! Sent with ThinkCSC Good Mobile Messaging... (www.thinkcsc.com) -------------------------------------------------------------------------- Kurt Camealy Director of Network Services Computer Site Columbus 6155-N Huntley Road Columbus, OH 43229 computersitecolumbus.com Tel: 614.786.7100 Cell: 614.738.2006 Fax: 614.786.7310 Your I.T. Department -------------------------------------------------------------------------- 05:32:07 Tue 25 Aug 2009 This message (and any associated files) is intended only for the use of the individual or entity to which it is addressed and may contain information that is confidential, subject to copyright or constitutes a trade secret. If you are not the intended recipient you are hereby notified that any dissemination, copying or distribution of this message, or files associated with this message, is strictly prohibited. If you have received this message in error, please notify us immediately by replying to the message and deleting it from your computer.

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Re: [otrs] DashBoard: "Can't connect to http://otrs.org/rss/ "
by Lucarelli Roberto 26 Aug '09

26 Aug '09

Yes, I can get to the Package Manager repository list. I have two system: a) development system with otrs 2.4.2 and the Dashboard News works fine p) production system with otrs 2.4.3 and the Dashboard News doesn't work On both I have configured Core::WebUserAgent with my http proxy. Thanks ahead of time! Roberto Lucarelli LOQUENDO S.p.A. Via Arrigo Olivetti, 6 I - 10148 TORINO tel: + 39 011 2913464 cell: + 39 331 6037972 fax: + 39 011 2913199 e-mail: mailto:roberto.lucarelli@loquendo.com url: http://www.loquendo.com<http://www.loquendo.com/>

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Using LDAP and DB Customer Backend and Authentification
by Stephan Lang 26 Aug '09

26 Aug '09

Hi @all, I'm trying to use LDAP and MySQL DB as customer Backend and to authenticate the user. I've added LDAP config as CustomerUser1 and $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; and all the required settings. Customer Login via LDAP works perfect, but a DB Customer can't login. Error message reads: CustomerUser: stephan.lang(a)bockonline.de authentification failed, no LDAP entry found!BaseDN='ou=structur,dc=bock,dc=lan', Filter='(sAMAccountName=stephan.lang(a)bockonline.de)', (REMOTE_ADDR: 192.168.24.33). But the Customer exists in the DB, and I can edit the DB Customers and view the LDAP Customers as well. I've already found an article (in German): http://www.otrs-forum.de/viewtopic.php?f=15&t=641 It describes changes in /opt/otrs/Kernel/System/CustomerAuth.pm required to switch from one AuthModule to the other but the article is from 2006 and the file provided is very different from the version in the current OTRS Version and my perl knowledge is mostly none existing. Maybe someone has a similar configuration working and can point out the necessary changes or provide a config file? Regards Stephan Lang System administrator OTRS: 2.4.3 (rpm) OS: openSUSE 10.3 without X DB: MySQL 5.0.45 ------------------------------------------------------------------------ Bock 1 GmbH & Co. KG An der Heide 17 92353 Postbauer-Heng Sitz: Postbauer-Heng Amtsgericht Nuernberg, HRA 11 240 pers. haft. Geschaeftsfuehrer: Hermann Bock Bock 1 Verwaltungs GmbH Sitz: Postbauer-Heng Amtsgericht Nuernberg, HRB 93 10 Geschaeftsfuehrer: Harald Meyer, Klaus Stepper Diese E-Mail enthaelt moeglicherweise vertrauliche und/oder rechtlich geschuetzte Informationen. Wenn Sie nicht der richtige Adressat sind oder diese E-Mail irrtuemlich erhalten haben, informieren Sie bitte sofort den Absender und vernichten Sie diese E-Mail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser E-Mail ist nicht gestattet. This email may contain confidential and/or privileged information. If you are not the intended recipient (or have received this email in error) please notify the sender immediately and destroy this email. Any unauthorized copying, disclosure or distribution of the material in this email is strictly forbidden.

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Stats-Module and problems with @Params
by Petrucci 26 Aug '09

26 Aug '09

Hi, I´m trying to get some static statistics working. I want to select all the time an agent has accounted within a specific time. It works fine, if I don´t select the agent with this: my $Select = "SELECT ta.create_by, ta.time_unit, ta.ticket_id, t.customer_id, u.login, t.title FROM ticket t, time_accounting ta, users u WHERE t.id = ta.ticket_id AND (ta.change_by = u.id AND ( month( ta.change_time ) = $Month AND year( ta.change_time ) = $Year ) AND ( t.queue_id IN ( 5, 6, 8, 9, 10, 11, 12 ) ) )"; So, I just added "AND (u.login = $User)" to my statement, before, I´ve added: my %UserList = $Self->{UserObject}->UserList( Type => 'Short', Valid => 0, ); push (@Params, { Frontend => 'User', Name => 'User', Multiple => 0, Size => 0, Data => { %UserList, }, and in sub Run(): my $User = $Param{UserList}; but it fails, cause $User is empty, why?: ... AND ( t.queue_id IN ( 5, 6, 8, 9, 10, 11, 12 ) ) AND ( u.login = ) ... Regards Guenther -- Neu: GMX Doppel-FLAT mit Internet-Flatrate + Telefon-Flatrate für nur 19,99 Euro/mtl.!* http://portal.gmx.net/de/go/dsl02

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