April 2011 - otrs - OTRS mailing lists

OTRS vulnerable to slow mail relay
by Porier, Jeremy 06 Apr '11

06 Apr '11

Does anyone have suggestions for ways I can make OTRS less susceptible to a slow smtp server? We are forced to relay through a single outbound host (which I have configured in sendmail) that sometimes gets a bit overwhelmed (it's also the main spam filter for a large number of mailboxes). Yesterday it was causing page submissions to take two minutes or more as it processed all of the mail notifications. It made for some frustrated customers and agents. I'm hoping there is a way to have sendmail instantly queue the messages, which would allow the web pages to continue on quickly, but I have zero experience with sendmail so it may just be a naive hope. Thanks, Jeremy Porier Director of IT Arapahoe Community College jeremy.porier(a)arapahoe.edu

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Multiple agent auth sources
by Hugh Kelley 06 Apr '11

06 Apr '11

Can the agent auth system support the same multi-source design that the customer auth does? If so, could someone kindly point me to a config sample online? Hugh -- Sent from my mobile device

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Agent rights in Admin-Area
by claude 06 Apr '11

06 Apr '11

Hi, I would like to know if it's possible for one agent to update Signatures, Auto Response and Responses but without access to the others fonctions of Admin-Area. Thanks and regards Claude

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Re: [otrs] Agent rights in Admin-Area
by Muhammad El-Sergani 04 Apr '11

04 Apr '11

Hmmm... I don't think so, as the only permissions available are as follows (as you know of course): [image: otrs.png] ... they all handle ticket-related-properties, and access to them. Gurus should be able to provide a better response as well. Thanks and Best Regards, Muhammad El-Sergani. On Mon, Apr 4, 2011 at 2:16 PM, claude <pref-otrs(a)haute-garonne.gouv.fr>wrote: > Hi, > > My OTRS system manages several queues that receive emails from various mailboxes > and I'm administrator and I would like to delegate task like Signatures, > Auto Response and Responses to specific user for each queue. > > But I can't give access to SysConfig to a simple user of OTRS. > > Regards > > Claude > > -------- Message original -------- > Sujet : Re: [otrs] Agent rights in Admin-Area > De : Muhammad El-Sergani <msergani(a)gmail.com> <msergani(a)gmail.com> > Pour : User questions and discussions about OTRS. <otrs(a)otrs.org><otrs(a)otrs.org> > Copie à : claude <pref-otrs(a)haute-garonne.gouv.fr><pref-otrs(a)haute-garonne.gouv.fr> > Date : 04/04/2011 10:48 > > Hi Claude, > > Why doesn't the Admin do that instead? > > Thanks and Best Regards, > Muhammad El-Sergani. > > > > On Mon, Apr 4, 2011 at 9:59 AM, claude <pref-otrs(a)haute-garonne.gouv.fr>wrote: > > Hi, > > I would like to know if it's possible for one agent to update Signatures, > Auto Response and Responses but without access to the others fonctions of > Admin-Area. > > Thanks and regards > > Claude > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > > > >

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Mail download stopped due to Can't create PID PostMasterMailbox Error
by Saurabh Pande 04 Apr '11

04 Apr '11

Hi, For some reason mails have stopped downloading in our OTRS 2.4.6 installation and we are seeing rows upon rows of similar error messages in System Log: Need User or UserID! Need TicketNumber! No article found for TicketID 567512! Can't create PID PostMasterMailbox, because it's already running (dev-crm.internal.directi.com/16490) Upon researching this a bit, I ran across the following links: http://lists.otrs.org/pipermail/otrs/2009-August/028048.html http://lists.otrs.org/pipermail/otrs/2009-August/028052.html But the above URLs don't present a solution to this issue. Can someone help us to resolve this? Regards, Saurabh Pande.

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What will happen after "Auto Increment" finishes?
by Muhammad El-Sergani 04 Apr '11

04 Apr '11

Hi all, Silly question, but definitely running through many heads... If I choose "Autoincrement" for ticket numbering, with a minimum of "5", that means it will start @ 00000 (after the systemID), what happens after I reach 99999? Thanks and Best Regards, Muhammad El-Sergani.

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List of owner
by Guillaume Rehm 04 Apr '11

04 Apr '11

Hi list, I use OTRS 2.4.7. I have set up my role <-> agents synchronisation with Active Directory Groups (see http://lists.otrs.org/pipermail/otrs/2010-February/thread.html#30647) All works fine, but now, I change some agent right's. Agent1 who have access to file 1,2,3 now must only have access to file 2,3. I changed AD groups, right in admin roles<->agents. But I have always Agent1 in owner list when I have a ticket in file1 ! When you want to change owner. Do you know how I can clear this list and have only agents with file1 r/w access ? Thanks in advance for your help -- Guillaume Rehm Responsable du Centre de ressources informatiques Bibliothèque nationale et universitaire de Strasbourg Guillaume.Rehm(a)bnu.fr http://www.bnu.fr 03 88 25 28 23

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Using Postmaster Message Filter
by Muhammad El-Sergani 03 Apr '11

03 Apr '11

Hi all, I'm currently working on implementing filters for incoming emails in OTRS 3. If I add two or more filters in the "Filter Condition" area, are those conditions AND'd, or OR'd? Thanks and Best Regards, Muhammad El-Sergani.

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Add pictures to Signatures
by Muhammad El-Sergani 03 Apr '11

03 Apr '11

Hi all, How can one add a picture to a system signature? I tried a lot of things, but eventually, failed. Thanks and Best Regards, Muhammad El-Sergani.

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ldap issue with otrs 3.0.6
by Neil Simpson 01 Apr '11

01 Apr '11

Hello All, i've been trying to google for an answer to this likely easy issue: i configured otrs-ldap to fetch users from AD but i get "Panic, user authenticated but no user data can be found in OTRS DB!! Perhaps the user is invalid." my config.pm file looks like this: $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'BLANKED.com'; $Self->{'AuthModule::LDAP::BaseDN'} = 'DC=BLANKED,DC=com'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; # 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=BLANKED,CN=Users,DC=BLANKED,DC=com'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; # 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'} = 'BLANKED(a)BLANKED.com'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'BLANKED; $Self->{'AuthModule::LDAP::UserLowerCase'} = 0; $Self->{UserSyncLDAPMap} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; $Self->{'AuthModule::LDAP::Die'} = 1; in the log file i get: [Notice][Kernel::System::Auth::LDAP::Auth] User: BLANKED (CN=BLANKED,CN=Users,DC=360t,DC=com) authentication ok (REMOTE_ADDR: 192.168.0.blanked). Mar 31 13:12:22 otrs-test OTRS-CGI-10[4855]: [Error][Kernel::System::User::UserLookup][Line:746]: No UserID found for 'BLANKED'! Mar 31 13:12:22 otrs-test OTRS-CGI-10[4855]: [Error][Kernel::System::User::UserLookup][Line:746]: No UserID found for 'BLANKED'! Mar 31 13:12:22 otrs-test OTRS-CGI-10[4855]: [Notice][Kernel::System::User::GetUserData] Panic! No UserData for user: 'BLANKED'!!! so it's authenticating but due to the fact the user doesn't exist in the otrs db it wont allow me to login. I thought this sync occured from the "usersyncldapmap" command above. any help much appreciated as i dont want to use the workaround which is to create a user in otrs before they login for first time. that's just stupid and annoying. thanks Neil

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