February 2010 - otrs - OTRS mailing lists

Found no ID for 3! in error log
by Calvin Schmidt 12 Feb '10

12 Feb '10

I've been seeing quite a few of these entries in my otrs log. Can anyone tell me what they are? Should I be concerned? References the "OTRS-CGI-10" facility in the log entry list if that helps any. Thanks, Calvin

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OTRS and Active Directory Authentication/Synchronization
by Theofanis Katsiaounis 12 Feb '10

12 Feb '10

Hello. I am kinda new to OTRS and i am trying to setup a server for my company. I managed to install OTRS (version 2.3 for ubunu) and make it use an Oracle Database (using Ubuntu Server 9.10 and DBD::Oracle etc etc etc). Up to there everything OK. Otrs works fine i logged int with the default usr/passwd. I configured AD authentication and it works fine. If i create the users myself i can use no password and then login with my windows credential. What i cannot do is import AD users to the OTRS DB so i everytime i add a user n AD to have it synched to OTRS. Also with some settings i got to a point where for half of my (AD) users OTRS did not login due to wrong usr/poasswd and some of them gave panic no user data . My settings are $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'host.domain.com'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=domain, dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'user'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'pass'; With these i can use AD just for authentication but not for synching.To synch i used: #Start of LDAP Synchronization $Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host'} = 'host.domain.com'; $Self->{'AuthSyncModule::LDAP::BaseDN'} = 'dc=domain, dc=com'; $Self->{'AuthSyncModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthSyncModule::LDAP::SearchUserDN'} = 'user'; $Self->{'AuthSyncModule::LDAP::SearchUserPw'} = 'pass'; $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', ]; But no luck. Please i could use some help with this because i have many users. I will add them to groups myself but i need the import feature. Thanks in advance. P.S. I only want to authenticate agents and not customers.

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Show locked Tickets in AgentTicketQueue
by Jan.Dreyer＠bertelsmann.de 12 Feb '10

12 Feb '10

Hi @ll, is it possible to show locked tickets in agent's ticketview, too? OTRS 2.3.4 Greetings Jan Dreyer

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Enable the bounce feature in OTRS?
by Tore Lønøy 12 Feb '10

12 Feb '10

Hello, Currently running OTRs 2.4.5. I've added all possible permissions (note, close, pending, customer, freetext, move, compose, responsible, forward, and bounce) which is included by default to $Self->{'System::Permission'}. Also, given the appropriate roles access to the bounce feature for all queues. But, where is the button that let agents use this feature? If I try to the the module directly like this: http://localhost/otrs/index.pl?Action=AgentTicketBounce&TicketID=4&ArticleI… I get this error: Error: No plain article (article id 21) in database! If i remove the ArticleID var: http://localhost/otrs/index.pl?Action=AgentTicketBounce&TicketID=4 If get this: Error: Need ArticleID! But if I add and change the ArticleID to 1: http://localhost/otrs/index.pl?Action=AgentTicketBounce&TicketID=4&ArticleI… Then the feature works, but the ticket ID it wants to bounce is wrong. So, where is the button that let agents use this feature? This feature is not really well documented :) Best regards, Tore Lønøy

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customer Follow-Up notificatio after agent update via e-mail
by samuel 12 Feb '10

12 Feb '10

Hi folks, I've been trying to set up a queue where agents update ticket status via e-mail but when doing so, customer who created the ticket, does not get the follow-up message as if the agent would have updated the ticket via OTRS web interface. I'm using OTRS 2.3.4 and have set up X-OTRS-FollowUp-SenderType to agent and in the web interface, OTRS detects the e-mail update as coming from an agent. The only missing part is the notificatio to the customer containing the message sent by the agent. Is it possible? Can anyone shed some light on this issue? Thank you very much in advance, Samuel.

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Sending one ticket to multiple customer at a time in OTRS
by Namwoonde, Letty 12 Feb '10

12 Feb '10

Hi all Kindly assist, I would like to send a ticket to multiple customers at once using OTRS, or getting an option to choose and select more than one customer and send the same ticket to them. Thanks Regards Letty

1 0

auto answers and return receipt
by jaubert＠26.cerfrance.fr 12 Feb '10

12 Feb '10

Hi, for now, all customer's requests are made by phone. So, engineer take call and open a ticket with view phone. Now I want to configure an automatic answer, as a return receipt, for all queues. And, in this answer, i want to an extract of the customer's ask. I looked into OTRS notification tags and i'm not sure what is the better tag between : OTRS_TICKET_TicketFreeKey1 OTRS_CUSTOMER_Body OTRS_OWNER_UserComment OTRS_RESPONSIBLE_UserComment OTRS_CURRENT_UserComment Thank you for your advice Best regards Jerome

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How to add a new field in email ticket form
by manish ramteke 12 Feb '10

12 Feb '10

Hi, I am using OTRS 2.4.5 and I want to add a new field "Severity" in email ticket form. Can anyone guide me what changes do I need in configuration and database in order to achieve this. Regards, Manish Ramteke

3 4

Remove restricted customer information from PDF printing.
by Martin Møller 11 Feb '10

11 Feb '10

Hi yet again. Is there a way I can return only parts of the Customer Data on the PDF printout? For example, I want to exclude the Comment field and there may be others that are just as well not to print. If I could use a different view when printing, that would be fine.... It doesn't look this I can customize this part of OTRS yet (save by disabling PDF printing, and I would rather not. The PDF's look great ;) Regards, /Martin.

1 0

mail retrieval
by Troy Shafer 11 Feb '10

11 Feb '10

Ok... this is my last issue. running opensuse 11.1 logging in as a regular user and using su to modify otrs and the system. I have otrs authenticating against AD Now i just need to get mail retrieval working. I have fetchmail working and i have added the following to .procmailrc.dist SYS_HOME=$HOME PATH=/bin:/usr/bin:/usr/local/bin #-- # Pipe all email into the PostMast process. # -- :[] : | $SYS_HOME/bin/PostMaster.pl here is my problem. New mail to otrs(a)domain.com is not showing up in the Misc que i have it assigned too. So my question is does the .fetchmailrc and .procmailrc need to be in /opt/otrs ? Should be in the home directory for the current username I am logged in with? The documentation (http://doc.otrs.org/2.4/en/html/x1590.html#email-reveiving-pop3) are a little confusing and I think they are making an assumption that I am not picking up on. -Troy

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