July 2010 - otrs - OTRS mailing lists

Problem with Single Sign On on Linux with Apache(AuthenNTLM)
by Pavel Gandalipov 07 Jul '10

07 Jul '10

Need some help about SSO on Linux. I choose AuthenNTLM for customer autorization using AD credentials. I have made such changes in otrs.conf <Location /otrs> # ErrorDocument 403 /otrs/customer.pl ErrorDocument 403 /otrs/index.pl SetHandler perl-script PerlResponseHandler ModPerl::Registry Options +ExecCGI PerlOptions +ParseHeaders PerlOptions +SetupEnv PerlAuthenHandler Apache2::AuthenNTLM AuthType ntlm,basic AuthName Basic require valid-user PerlAddVar ntdomain "KE kesrv1" PerlSetVar defaultdomain KE PerlSetVar splitdomainprefix 1 PerlSetVar ntlmdebug 2 Order allow,deny Allow from all </Location /etc/resolv.conf consists of these strings: nameserver 10.50.9.2 domain KE search KE In config.pm i added $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::HTTPBasicAuth'; $Self->{CustomerPanelLoginURL} = 'http://otrs/otrs/customer.pl'; $Self->{CustomerPanelLogoutURL} = 'http://otrs/otrs/customer.pl'; and comment all other customer's autorization methods. I try to get access to otrs from WindowsXP using IE, when i enter http:/otrs/otrs/customer.pl, i get login/password form, but when i press ok, i see this Internal Server Error The server encountered an internal error or misconfiguration and was unable to complete your request. looking at Apache error.log [1148] AuthenNTLM: Authorization Header NTLM TlRMTVNTUAABAAAAB4IIogAAAAAAAAAAAAAAAAAAAAAFASgKAAAAD2== [1148] AuthenNTLM: Got: 78 84 76 77 83 83 80 0 1 0 0 0 7 130 8 162 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 5 1 40 10 0 0 0 15 [1148] AuthenNTLM: protocol=NTLMSSP, type=1, flags1=7(NEGOTIATE_UNICODE,NEGOTIATE_OEM,REQUEST_TARGET), flags2=130(NEGOTIATE_ALWAYS_SIGN,NEGOTIATE_NTLM), domain length=0, domain offset=0, host length=0, host offset=0, host=, domain= [1148] handler type == 1 [1148] AuthenNTLM: Connect to pdc = kesrv1 bdc = domain = ke [1148] AuthenNTLM: enter lock [1148] AuthenNTLM: verify handle smbhandle == 0 [Thu Jul 01 00:04:25 2010] [error] Connect to SMB Server failed (pdc = kesrv1 bdc = domain = ke error = -11/0) for /otrs/customer.pl [1148] AuthenNTLM: leave lock [Thu Jul 01 00:04:25 2010] [error] Cannot get nonce i have tried to set domain and pdc's names in FQDN form, but it was useless. What should i do? P.S. I used this article http://wiki.otrs.org/index.php?title=Implementing_Single_Sign_On_on_Linux_w… tried to search in other places with no success.

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Allowing new user to select password when creating account
by Lee (Listserv Account) 07 Jul '10

07 Jul '10

How would one go about configuring OTRS so that a new user (customer) enters their chosen password at the "create account" section on the login screen? Or that a random password is generated and output to the web interface and not emailed? I undertand the reasons why it is currently implemented to email a password - but can this be changed without too much effort? It would be useful in our environment. Lee

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"No Time to Register - Submit a ticket right away" option
by Lee (Listserv Account) 07 Jul '10

07 Jul '10

I have seen a useful feature on other helpdesk systems at the login screen - a "No Time to Register - Submit a ticket right away" option which just asks for a username and email address and allows the user to submit a ticket straight away without waiting for a password to be emailed. In these cases, a password does get emailed so that the user can come back to the system at a later time, but the advantage is that the user can submit a ticket straight after registering without waiting for a password. Maybe a captcha can be used to avoid spam. Any ideas how this could be implemented - if at all ? Lee

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Re: [otrs] report of time per agent // outside reporting
by Alejandra Piedra 06 Jul '10

06 Jul '10

Hi everyone I just have one problem. I tried executing the report but then an error appears: Undefined subroutine &Kernel::System::Stats::Static::StateAccountime::Run called at ../..//Kernel/System/Stats.pm line 745. I checked and the line that's generating all the problem is the following underlined: if ( !@Result ) { # run stats function @Result = $StatObject->Run( %GetParam, # these two lines are requirements of me, perhaps this # information is needed for former static stats Format => $Param{Format}[0], Module => $Param{ObjectModule}, ); Do I have to do something else? Thanks and regards María Alejandra Piedra

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hold ticket subject in notifications
by Norbert Bede 06 Jul '10

06 Jul '10

hi, I cant find possibility to hold original subject of the ticket. i found the next two, but these are option to how latest subject of the artricle. <OTRS_AGENT_SUBJECT[20]> To get the first 20 character of the subject (of the latest agent article). or <OTRS_CUSTOMER_SUBJECT[20]> To get the first 20 character of the subject (of the latest customer article). thanks norbert

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Compose hanging with big attachment
by Neil Simpson 06 Jul '10

06 Jul '10

Hi all, using 2.4.7. Ticket comes in with a big .txt attachment. Takes a couple of seconds to open, hitting "empty answer"-compose option. All we get is "waiting for otrs..." at the bottom of the browser. it sometimes then opens about 5 minutes later, not always however. This has also happened when ticket contains a LOT of text. Is it doing some conversion from richtext to html? is there a way around this? thanks in advance Neil

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OTRS Statistics
by mb 06 Jul '10

06 Jul '10

Hi all, At the end of the day ... I'd like to know, what I've done. Is there any way to print all changes for a specific day - created / changed documents (notes, new tickets ...). It would be great to have some kind of a preview, i.e showing header and 5 to 10 lines. Thanks mb

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email issue
by Neil Simpson 05 Jul '10

05 Jul '10

Hello, Using otrs 2.4.7. Today one of our support guys managed to compose back to the original sender of the ticket even though he was replying to a different note in that ticket. It should have only gone to two internal people, and not to the original ticket creator (external customer). Has anyone seen this behaviour? has caused quite an issue as im sure you can understand. Im able to reproduce it on that ticket but on a new ticket unable to reproduce. steps done: customer emailed us. we emailed back. emailed internally to two people. internal people replied. composed answer to that internal reply, it went out to the two internal plus the originator of ticket. BAD!!! supporter did not see that somehow the customer had landed in the CC field and so an issue arose because of this. thanks for any help. Neil

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feature enhancement
by Johannes Grimm 05 Jul '10

05 Jul '10

It would be nice to be able to modify the OutOfOffice Message! Obviously this is hardcoded and thrown away when updateing the system. I couldn´t find a wishlist or something where i could post my request, so i do it that way. greets johannes

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split OTRS, transfer Queues
by David Heidt 05 Jul '10

05 Jul '10

Hi people, I wonder if it's possible to split an existing OTRS into two by migratiing selected Queues to a freshly installed instance. Of course, I could create a clone of the existing OTRS and delete/deactivate the corresponding queues on each instance, but i'd prefer a clean install. Any hints oder best practices? OTRS 2.3.4 cheers, David

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