April 2010 - otrs - OTRS mailing lists

Can OTRS support field value dependency in ticket?
by Edmond Chan 21 Apr '10

21 Apr '10

Hi all, Can OTRS support field value dependency in ticket? For example, I add 2 fields "type" and "subtype" in ticket and they are dropdown list in UI. The valid value list of" subtype" depends the selected value of "type". Can OTRS support it? If not, it is appreciated if you can point out which part of code we should modify to make it work. Thank you! -- Best regards, Edmond Chan

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Can we allow customers to select any services when customer account is maintained in LDAP?
by Edmond Chan 21 Apr '10

21 Apr '10

Hi all, Can we allow customers to select any services? We would like to let all customers to select any service in ticket submission. Customer account is from LDAP. It is cumbersome to grant services for every customer. Is there any easy way for us to let all customers to select any services? Thank you! -- Best regards, Edmond Chan

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Can we set the relationship between service and queue?
by Edmond Chan 21 Apr '10

21 Apr '10

Hi all, Can we set the relationship between service and queue? Some services should NOT be handled by particular queue. Can we set the relationship between service and queue? When particular service is selected, only related queues are available for select. Thank you! -- Best regards, Edmond Chan

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Installation guide for FreeBSD ...
by Kiffin Gish 21 Apr '10

21 Apr '10

I'm struggling to get OTRS installed on my FreeBSD server, e.g. Can't locate Apache2/Reload.pm etc. Is there a guide available that explains how to do this? -- Kiffin Gish <Kiffin.Gish(a)planet.nl> Gouda, The Netherlands

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Compose Answer (email): "blank"?
by Jan Johansson 20 Apr '10

20 Apr '10

Hello! I am a new user to OTRS (2.4.7 running on Ubuntu Server), and I have hit a snag. Mail seem to work, Notification goes out, incomin gtickets are pulled by Postmaster into my queue. When I open a ticket, I see that it was sent by "firstname.lastname(a)domain.com", just as I expect. But, I cannot reply to a ticket, there is no Email-address listed by Compose Answer (email): What may I been missing here? I have gone over the manual this weekend, as well as a bit of Google'ing, but no luck. Any help appreciated. Thanks!

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Re: [otrs] Customer authentication via LDAP
by Ryan Miguel 20 Apr '10

20 Apr '10

My customers are also authenticated through LDAP but they can't seem to log in because they do not have a valid password. I have found an article that mentions that even though customers are authenticated through LDAP they have to be pulled to the local database to be able to log-in. However, I have been unable to get the script working...perhaps you can figure it out and help me... http://lists.otrs.org/pipermail/otrs/2009-March/025912.html Ryan ---------------------------------------------------------------------- Message: 1 Date: Tue, 20 Apr 2010 18:09:30 +0600 From: Eduard Ivanov <edi(a)info74.ru> Subject: [otrs] Customer authentication via LDAP To: otrs(a)otrs.org Message-ID: <4BCD997A.2010103(a)info74.ru> Content-Type: text/plain; charset=UTF-8; format=flowed Not work Customer authentication via LDAP In my ldap i have: ou=gpoups whith groups list ou=users whith users list in groups i have cn=customers with customers list Now, config otrs for customers ldap authentication: customer authentication settings: $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'local_ldap_server'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=company,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'uid'; $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'cn=customers,ou=groups,dc=company,dc=com'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'memberUid'; $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'UID'; customer user database backend and settings: Host => 'local_ldap_server', BaseDN => 'dc=company,dc=com', CustomerKey => 'uid', CustomerID => 'uidNumber', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['uid', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, Map => [ [ 'UserSalutation', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserLogin', 'Username', 'uid', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], ], Now, in [ Customer User Management ] i can find all users in my openLDAP server, but in "valid/invalid" column i'm see "-" for any user. So, customers can't login via http://otrs.company.com/otrs/customer.pl.They got "Login failed! Your username or password was entered incorrectly." error -- Eduard Ivanov ------------------------------ ______________________________________________________________________ This email has been scanned by the Rebekah Children's Services Email Security System. **** Confidentiality Notice ***** The information contained in this e-mail, and any attachment, is private and confidential and is the property of Rebekah Children's Services. The information is intended only for the use of the intended recipient. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution, or taking of any action in reliance on the contents of the information is strictly prohibited. If you have received this e-mail in error, please immediately notify the sender and destroy all copies of the original message. All reasonable precautions have been taken to ensure no viruses are present in this e-mail. We do not accept responsibility for any loss or damage arising from the use of this e-mail or attachments. We recommend that you subject these to your virus checking procedures prior to use. ______________________________________________________________________

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Re: [otrs] Customer company
by Nils Leideck - ITSM 20 Apr '10

20 Apr '10

Hi, On 19.04.2010, at 16:12, Sebastien Bory wrote: > [ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var', '', 0 ], seems to be ok. Can you post a bit more, like apache error log or otrs log or the whole Map configuration? Nils Leideck -- Nils Leideck Senior Consultant nils.leideck(a)leidex.net nils.leideck(a)otrs.com http://webint.cryptonode.de / a Fractal project

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Custom field versus type of request
by Francesco Vinelli 20 Apr '10

20 Apr '10

Hi, I'm newbbie!! I must add a textfield or a list in a request, but this field are visisble onlly for some kind of request not for all! Tnx a lot Franz

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Customer authentication via LDAP
by Eduard Ivanov 20 Apr '10

20 Apr '10

Not work Customer authentication via LDAP In my ldap i have: ou=gpoups whith groups list ou=users whith users list in groups i have cn=customers with customers list Now, config otrs for customers ldap authentication: customer authentication settings: $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'local_ldap_server'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=company,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'uid'; $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'cn=customers,ou=groups,dc=company,dc=com'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'memberUid'; $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'UID'; customer user database backend and settings: Host => 'local_ldap_server', BaseDN => 'dc=company,dc=com', CustomerKey => 'uid', CustomerID => 'uidNumber', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['uid', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, Map => [ [ 'UserSalutation', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserLogin', 'Username', 'uid', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], ], Now, in [ Customer User Management ] i can find all users in my openLDAP server, but in "valid/invalid" column i'm see "-" for any user. So, customers can't login via http://otrs.company.com/otrs/customer.pl.They got "Login failed! Your username or password was entered incorrectly." error -- Eduard Ivanov

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1 Customer in several Companies
by Rune 'TheFlyingcorpse' Darrud 20 Apr '10

20 Apr '10

Hello! We have 1 user database, but we have also users working for several companies/departments, where it is a must for us to be able to list this information. The information itself is available through a SOAP service, and I can write a parser easily, but what I need to know is; is it possible in OTRS to see this info on the fly, or would some more modules need rewriting? Best Regards, Rune "TheFlyingCorpse" Darrud

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