May 2011 - otrs - OTRS mailing lists

Re: [otrs] Setting Ticket Free Key via PostMaster Filter
by Eric Parlin 13 May '11

13 May '11

> From: otrs-request(a)otrs.org > Subject: otrs Digest, Vol 32, Issue 44 > To: otrs(a)otrs.org > Date: Fri, 13 May 2011 18:53:28 +0000 > > Send otrs mailing list submissions to > otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > > You can reach the person managing the list at > otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > Hello...I am using OTRS 3.0.6. In the system I have set up, OTRS is getting emails from from our NPM server that are triggered by SNMP traps. The NPM server filters and formats the emails sent to OTRS, each email triggered by a specific SNMP trap. We are using this setup to monitor an optical network, including facility (HK) alarms. All is working OK, except for the fact that the SNMP traps that come from our optical nodes do not have the host name of the node embedded in the trap. Instead of implementing hostfiles on the back-end to correlate node location, I am trying to use a regex containing the IP list of all nodes at a specific site as a PostMaster Filter to set the TicketFreeKey#3 (configured as the network locations). Now, when I trigger an alert for testing purposes I can see in the System Log that the regex is working because the alert did hit the filter, and it says that the FreeKey was set to the correct value, but when I look at the ticket created it is not there. The free field is still blank. I have gone over and over the SysConfig, and still cannot find what I have done wrong. Can anybody on the list let me know if they have had similar experiences with the with not being able to set the TriggerFreeKey via PostMaster Filters? Any guidance would be greatly appreciated. Thanks,Eric

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Re: [otrs] Create new item in agent intreface
by Juancho - 13 May '11

13 May '11

From: reced13(a)msn.com To: otrs(a)otrs.org Subject: RE: [otrs] Create new item in agent intreface Date: Tue, 1 Mar 2011 17:16:56 -0300 Hi, Ive done what you've said already but doesnt work. When I create a new ticket (agent interface), theres no new combo or field. Any suggestions? Thanx!!!!! > From: nils.leideck(a)leidex.net > Date: Tue, 1 Mar 2011 20:23:52 +0100 > To: otrs(a)otrs.org > Subject: Re: [otrs] Create new item in agent intreface > > Dear Juancho, > > TicketFreeTextFields are for the Customer AND the Agent interface. > > 1. Declare the TicketFreeField in SysConfig -> Ticket -> Core::Ticket::FreeText > 2. Enable the relevant fields per view (no matter if customer or agent interface - use SysConfig) > > On 01.03.2011, at 20:13, Juancho - wrote: > > > Am trying to create a new option in Agent Interface in wich I could assign a number or string like: "hardware" or "DB", after receiving the ticket, to add a new clasification. > > > > Is there an option to do that????? > > The freetext one seems to be just for customer interface! > > Cheers, Nils > > — > Nils Leideck > http://webint.cryptonode.de / a Fractal project > > --------------------------------------------------------------------- > 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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Customer LDAP Auth Issue - not anonymous
by Rory 13 May '11

13 May '11

Hi All, I'm having an issue while authenticating a Customer user against our windows Active Directory tree and I hope somebody can help me. I've been watching the network traffic on the AD server with Wireshark to see exactly what's happening. Here's the steps: 1. OTRS requests to bind to LDAP using a specified user "CN=LDAP Lookup,OU=Service Accounts,OU=Users,OU=EFC,DC=mydomain,DC=local". 2. LDAP server accepts the bind. 3. OTRS searches for the username. 4. LDAP server returns the correct user 5. OTRS searches for the group with the condition that the user is in the group 6. LDAP server returns the correct group 7. OTRS unbinds from LDAP 8. OTRS requests to bind to LDAP using the login user that was returned in step 4. 9. LDAP server accepts the bind 10. OTRS unbinds from LDAP server So far this is good and shows that the initial authentication succeeds. The next few steps are where OTRS tries to retrieve the customer attributes from LDAP 11. OTRS requests to bind to LDAP using "<root>". 12. LDAP server accepts the bind 13. OTRS searches the specified OU's subtree for the attributes listed in the map 14. LDAP server gives an error "000004DC: LdapErr: DSID-0C0906E8, comment: In order to perform this operation a successful bind must be completed on the connection., data 0, v1db1" The problem seems to be that OTRS tries to access the LDAP tree as an anonymous user in order to retrieve the customer attributes. Everything I've tried has not made any change to this part of the process. Here are some of the things I've tried; * The customer config format, in the manual, at the following link which authenticates but doesn't have details to map customer data http://doc.otrs.org/3.0/en/html/auth-backends.html * The customer config format, in the manual, at the following link which authenticates but fails to map customer data http://doc.otrs.org/3.0/en/html/customer-user-backend.html * Using both the above config formats at the same time. * Copying the Customer Config details into the Default.pm file which seemed to work for another user. * Using different attributes of the LDAP user to search and authenticate with e.g. sAMAccountName and userPrincipleName. * Using the domain suffix as part of the search and authenticate settings. I've included my customer config below which isn't working (and is currently written in the Default.pm file). I've sanitised the domain and password details but otherwise the config is exactly as on my server. ############################ # Start Customer LDAP config copied over from Config.pm ############################ $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'svr004.mydomain.local'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=dept,dc=mydomain,dc=local'; $Self->{'Customer::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->{'Customer::AuthModule::LDAP::GroupDN'} = 'CN=OTRS_Customers,OU=Security,OU=Groups,OU=Dept,DC=mydomain,DC=local'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member'; # for ldap posixGroups objectclass (just uid) # $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'UID'; # for non ldap posixGroups objectclass (full user dn) $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'; # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=LDAP Lookup,OU=Service Accounts,OU=Users,OU=Dept,DC=mydomain,DC=local'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'mypw123'; # 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->{'Customer::AuthModule::LDAP::AlwaysFilter'} = '(objectclass=user)'; # in case you want to add a suffix to each customer 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->{'Customer::AuthModule::LDAP::UserSuffix'} = '@mydomain.local'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'Customer::AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; $Self->{CustomerUser} = { Name => 'LDAP Datasource', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'svr004.efc.local', BaseDN => 'ou=EFC,dc=mydomain,dc=local', SSCOPE => 'sub', UserDN => 'CN=LDAP Lookup,OU=Service Accounts,OU=Users,OU=Dept,DC=mydomain,DC=local', UserPW => 'mypw123', AlwaysFilter => '(objectclass=user)', Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, CustomerKey => 'sAMAccountName', CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'sn', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'sn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], CustomerUserExcludePrimaryCustomerID => 0, AdminSetPreferences => 0, Map => [ [ 'UserSalutation', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'cn', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'sAMAccountName', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], [ 'UserPhone', 'Phone', 'telephoneNumber', 1, 0, 'var', '', 0 ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ], ], }; ############################ # End Customer LDAP config copied over from Config.pm ############################

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Signature per agent
by Muhammad El-Sergani 13 May '11

13 May '11

Dear list, Is there anyway to define a signature per agent, and not just a shared signature? Thanks and Best Regards, Muhammad El-Sergani.

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upgrading OTRS
by Phillip Lynn 13 May '11

13 May '11

All, We are in the process of upgrading our OTRS system. Current version is OTRS 2.4.9 using ITSM. After upgrading to OTRS 2.4.10 we now have several files in otrs/Kernel/Output/HTML/Standard directory that are .rpmnew files. It appears the difference is with the ITSM entries on those files. Would it be best to run the upgrade, move the .rpmnew files into place and then re-apply ITSM to the system? Thank You, Phillip Lynn -- Phillip Lynn Software Engineer II NetWolves Phone:813-579-3214 Fax:813-882-0209 Email: phillip.lynn(a)netwolves.com www.netwolves.com

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Using OpenAudit information to create CI records
by Timothy J. Deerinck 13 May '11

13 May '11

Hello All, I was wondering if anyone has used OTRS:ITSM connected successfully to OpenAudit for CI's. This would be very slick indeed, and I would love to hear if anyone has done this. Thanks in advance! ~Tim

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How to reset Ticket counters
by Muhammad El-Sergani 13 May '11

13 May '11

Hi all, How can I reset ticket counters? Thanks and Best Regards, Muhammad El-Sergani.

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When to start archiving tickets?
by Hugh Kelley 13 May '11

13 May '11

We've been using OTRS for about six month now (9,000 tickets, 62,000 articles) and I'm starting to notice sluggishness. I've tried switching from IIS + PerlEx to Apache + mod_perl but that hasn't made a noticeable difference. My next move is to investigate archiving. Has anyone else had a similar experience? When did others start archiving? What effect did it have? Are there other more obvious places to look next? I've read the tuning guide but it seems like we're pretty small by those standards. http://doc.otrs.org/3.0/en/html/performance-tuning.html Hugh

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How to merge tickets in a self-defined order?
by Frank Thommen 13 May '11

13 May '11

Hi, when merging tickets, OTRS seems to keep them in the order of the original ticket IDs. Is there a way of merging tickets in a self-defined order? Background: I often have a bunch of mails (sometimes a complete mailthread) with 10 or more mails, that belong to one topic. I usually move all those mails from my mailbox to the OTRS inbox and wait until they have been fetched. Then I'd like to merge them in a single ticket, thereby keeping the chronological (!) order. As OTRS does not fetch the mails in the original chronological order, merging them generates a mess, unless there is a way to specify the order in which they appear in the merged ticket. Some kind of merge-before or merge-after. Can that somehow be achieved? Thanks for any hints frank

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Order of agent names
by Lars Jørgensen 13 May '11

13 May '11

Hi, Can't remember if this has been answered before, so I'm going to try again: When creating a new ticket and selecting the owner's (agent's) name from the drop down list, the names are ordered "Lastname Firstname". Is there any way to change this to "Firstname Lastname"? I've searched through SysConfig but can't find anything appropriate. Looking at the source code makes me guess this is not a configurable option, but my perl knowledge is so rudimentary I might easily be mistaken. People can have some really weird last names here, and not remembering what they are called makes it a big problem to find them on a long list of names. If that list was ordered by Firstname, it would be a lot easier to find agents. Lars

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