December 2011 - otrs - OTRS mailing lists

OTRS on an Amazon EC2 Micro Instance
by Robinson Mitchell 19 Dec '11

19 Dec '11

Greetings: This isn't a how-to technical question. I'm just interested in how others are using OTRS. We are a small IT company and until recently we were running OTRS 2.47 with ITSM on an Amazon EC2 Small instance. We replaced a commercial helpdesk system which used the JBOSS stack on a Windows box about a year and a half ago with OTRS 2.47. The old helpdesk was ugly, buggy and barely ran. OTRS did everything we wanted and reduced our costs because a Linux instance was less expensive. We were very happy and have never thought about turning back. Recently Amazon had a hiccup with their EBS storage and I took advantage of that hiccup to go ahead and upgrade OTRS. Provisioned an Ubuntu VM on an internal server, installed OTRS 2.47 with ITSM and uploaded our database to it, then upgraded to OTRS 3.0.11 using source. I provisioned one of the new low-cost EC2 Micro instances using a Canonical Ubuntu 10.04LTS image, then installed 3.0.11 from source, then uploaded the upgraded database from our internal server and pointed the OTRS installation to the new database.. The Micro instance gives us a dedicated OTRS server in the Amazon cloud, and the cost with EBS storage and an Elastic IP address is less than $18 per month running 24/7. The micro instance performs well - no latency or lagginess issues at all in our experience ( the old Windows helpdesk would not even be able to run on a Micro instance). One thing that has gotten easier is the mail configuration - We use Google Apps as our email engine, and 3.0.11 was a snap to set up using Google Apps. Once I got database backups scripted then scheduled weekly system snapshots we were set. The new interface is very slick and also seems to display better in mobile devices - I can use my Android phone to work tickets on the native OTRS interface, but I am hoping to see a customized interface for Android like the one that's already working on iPhone. That's a snapshot of our experience - I'm interested to see if anyone else is hosting OTRS in the Amazon cloud and to hear of what other platforms people are using. If anyone needs help getting OTRS running in the Amazon cloud we'll be glad to answer questions as well. I've worked with dozens of ticketing systems in over 20 years of IT work, and nothing else even comes close to OTRS in terms of bang for buck. Kudos to the dev team and the community! Rob

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How to change language to Spanish OTRS?
by Emmanuel Olivo 19 Dec '11

19 Dec '11

Good morning As I can put the OTRS program in Spanish language, I searchedfor other options and preferences and can not find. regard

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Re: [otrs] Backen Database for Customers
by Robinson Mitchell 19 Dec '11

19 Dec '11

Dennis Kavadas wrote: > Am interested in setting up a backend database lookup to pul our client details into OTRS > Has anyone managed to achieve this ? Dear Dennis: I'm not really sure what you're asking here, since OTRS by definition has a back end database for client details. I'm assuming you want a method to populate the OTRS customer database back end. If you understand basic database administration, there are two tables in the OTRS database you'll need to populate: customer_company customer_user The easiest way to upload data into these fields is to build an SQL statement that will do it, and you can actually ask the OTRS database to do this for you. Here is one way of doing so based on the assumption that you the most common type of OTRS installation (it can be on a test or production server) using MySQL for the database back end. 1. Use PHPMyAdmin, a database manager. 2. Click your OTRS database to select it. 3. In the OTRS database click the checkbox by the customer_company table, then select the Browse action (the first action icon). This will open the table. 4. At the top of the PHPMyAdmin screen you should see >hostname >databasename >customer_company . 5. Choose the Export tab. 6. Accept the defaults (sql export type, no compression). 7. Click Go in the lower right hand corner. 8. This will download a file called customer_company.sql which contains the query you need to populate the table. Here's what the query looks like with one sample record for customer_company: INSERT INTO `customer_company` (`customer_id`, `name`, `street`, `zip`, `city`, `country`, `url`, `comments`, `valid_id`, `create_time`, `create_by`, `change_time`, `change_by`) VALUES ('00001', 'Sample Company Name', '1234 Any Street', 'postcode', 'Yourcity', 'Yourcountry', NULL, NULL, 1, '2011-12-15 13:00:00', 3, '2011-12-15 13:00:00', 3), ('00002', 'Another Company Name', '1234 Different Street', 'postcode', 'Yourcity', 'Yourcountry', NULL, NULL, 1, '2011-12-15 13:00:00', 3, '2011-12-15 13:00:00', 3); The bit from INSERT INTO to VALUES is the command, the rest is data. Here two customer company records are created. You should have your naming convention in mind already for customer_company. If you want to be sure, manually populate one record in the OTRS front end. Use the same method for customer_user. The fields are different for each user but the customer_id field will be the same for each user of the same company. Note that in the command the fields are in backticks and delimited by commas. In the record the fields are in single quotes and delimited by commas. Each record is inside parentheses, a comma at the end of each record and a semicolon at the end of the last record. Assuming you have a customer list already, open your list in a spreadsheet tool, then use the spreadsheet to arrange your fields in the order shown here. Save the spreadsheet as a comma-delimited file then use a text editor to format the sql query properly. Performing these steps is fairly simple but may be unfamiliar to you if you have not done any database administration. If you find it difficult, you will need help from anyone with some basic database experience. Be sure to make a copy of the database and do your testing on that, being sure to make a backup each time before you attempt loads. This will either be enough information to help you achieve your goal of populating your customer list into the OTRS database, or if you find this too daunting you will probably want to hire or ask for help from someone with a bit more database experience. Good luck with your OTRS deployment. Rob M.

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AuthModule & AuthSyncModule w/ Zentyal LDAP help
by Andy Graybeal 16 Dec '11

16 Dec '11

Greetings, I'm new to OTRS and LDAP. I would like to implement OTRS with LDAP and have the 'agents' automatically created with AuthSyncModule. My LDAP server is the one that is packaged with Zentyal. I am running Ubuntu 10.04. I followed these instructions for the installation: http://wiki.otrs.org/index.php?title=Installation_on_Ubuntu_Lucid_Lynx_%281… Before I configured the AuthModule/AuthSyncModule, I could login just fine with OTRS. I read the part of 3.0 manual regarding the auth and sync of Agents with LDAP directory server, and cut and paste the settings out of the manual into my Config.pm. What is happening is that when I login to OTRS with an LDAP user, it says: Panic, user authenticated but no user data can be found in OTRS DB!! Perhaps the user is invalid. It looks like AuthSync isn't working correctly. How do I troubleshoot what I'm doing wrong? This is my AuthModule and AuthSyncModule config this in my Config.pm: # This is an example configuration for an LDAP auth. backend. # (Make sure Net::LDAP is installed!) $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = '192.168.2.222'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=zabulon,dc=casanueva,dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; # Check if the user is allowed to auth in a posixGroup # (e. g. user needs to be in a group xyz to use otrs) #$Self->{'AuthModule::LDAP::GroupDN'} = 'cn=otrsallow,ou=posixGroups,dc=example,dc=com'; #$Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUid'; # for ldap posixGroups objectclass (just uid) # $Self->{'AuthModule::LDAP::UserAttr'} = 'UID'; # for non ldap posixGroups objectclass (with full user dn) # $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; # The following is valid but would only be necessary if the # anonymous user do NOT have permission to read from the LDAP tree #$Self->{'AuthModule::LDAP::SearchUserDN'} = ''; #$Self->{'AuthModule::LDAP::SearchUserPw'} = ''; # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' #$Self->{'AuthModule::LDAP::AlwaysFilter'} = ''; # in case you want to add a suffix to each login name, then # you can use this option. e. g. user just want to use user but # in your ldap directory exists user@domain. # $Self->{'AuthModule::LDAP::UserSuffix'} = '@domain.com'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; # agent data sync against ldap $Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host'} = '192.168.2.222'; $Self->{'AuthSyncModule::LDAP::BaseDN'} = 'dc=zabulon,dc=casanueva,dc=com'; $Self->{'AuthSyncModule::LDAP::UID'} = 'uid'; $Self->{'AuthSyncModule::LDAP::SearchUserDN'} = 'cn=ebox,dc=zabulon,dc=casanueva,dc=com'; $Self->{'AuthSyncModule::LDAP::SearchUserPw'} = 'some_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', ]; Andy

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multiple CC'd email addresses ?
by Dennis Kavadas 16 Dec '11

16 Dec '11

Hi All How do you guys work with tickets that are send to OTRS that include multiple CC'd email addresses ? I'm finding that if a CC'd user replies to the original email and includes the OTRS user in the reply "BEFORE" they see a reply from OTRS with the ticket# in the subject, from the original sender, the users email will spawn a new ticket. Am i making any sense ?

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does AuthSyncModule automatically create users in OTRS that already exist in LDAP?
by Andy Graybeal 16 Dec '11

16 Dec '11

Greetings, I'm wondering if AuthSyncModule creates users that authenticate with LDAP but don't exist in OTRS? Or do I need to create the user manually in OTRS and simply use LDAP to auth. Thanks, Andy

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ITSM Change Condition How to set a rule to set change state on ActualStratTimeReached
by Stefano Boccanera 16 Dec '11

16 Dec '11

Hi folks I'm tring to find a solution about this issue: I'd like to set a Change Condition moving the change state to In Progress by means of two conditions meet: the actual change state is 'Approved' *and *the ActualStartTime is reached. Actually if I select the ActualStartTime as attributes of condition, I have to put a text value to compare. It's sound like I can't have a parametric value for the right-side of expression and I suspect it's not work. Really I need to have a mechanism like Notification where the ActualStartTime is compared to the actual system time and action are taken accordingly. Any suggestion or a better explanation on the Condition handling on OTRS ? -- * Stefano Boccanera*

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Backen Database for Customers ?
by Dennis Kavadas 16 Dec '11

16 Dec '11

Hi all Am interested in setting up a backend database lookup to pul our client details into OTRS. Has anyone managed to achieve this ?

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ISO preinstalled OTRS for RedHat 3.0.11
by Emmanuel Olivo 15 Dec '11

15 Dec '11

Dear where I can download the ISO for RetHat OTRS, or where I can see a guide on how to install OS regards

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Ticket::Hook location
by Ugo Bellavance 15 Dec '11

15 Dec '11

Hi, Is it possible to have the Ticket Hook located at the end of the subject of the auto-replies and notifications? It would be easier for people to see the subject because the ticket hook takes a lot of space on their screen. Thanks, Ugo

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