July 2012 - otrs - OTRS mailing lists

Skip files with Error bin/otrs.ArticleStorageSwitch.pl -s ArticleStorageDB -d ArticleStorageFS
by Derek Kiely 11 Jul '12

11 Jul '12

Hi Guys, I want to use the File System for Article attachment storage but when I run "bin/otrs.ArticleStorageSwitch.pl -s ArticleStorageDB -d ArticleStorageFS", I am getting some errors against some articles, I want to know if it is possible to skip these articles and leave them in the database. Thanks in advance for your help Derek Kiely

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LDAP - Windows Server 2008 R2 - AD Object 2003
by Stefano Ricci 11 Jul '12

11 Jul '12

hi, and thanks fot the second help of the day i have to integrate otrs 3.1 (windows version) with the domain active directory, based on 2003 object, but installed on a windows 2008 r2 server... but i have always the same error: [Fri Jul 6 14:41:39 2012][Error][Kernel::System::Auth::LDAP::Auth][187] First bind failed! 80090308: LdapErr: DSID-0C0903A9, comment: AcceptSecurityContext error, data 52e, v1db0 [Fri Jul 6 14:41:39 2012][Error][Kernel::System::User::UserLookup][797] No UserID found for 'adone\agente1'! the network configuration is that: domain controller: dcad101 domain name: adone.lan ad configuration is that: Groups: - OTRSAgents - OTRSCustomers Agent Users: - agente1 - agente2 - otrs (i use to sync otrs with ldap) Customer Users: - cliente1 - cliente2 all objects are in the root of active directory in the login form i use as name: domain\username (adone\agente1) this is the part of load function related to login: # Enable LDAP lookups for Agent logins. User must be a member of OTRS Agents group. $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'dcad101.adone.lan'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=adone,dc=lan'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=otrs,cn=Users,dc=adone,dc=lan'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'a12345++'; $Self->{'AuthModule::LDAP::AlwaysFilter'} = ''; $Self->{'AuthModule::LDAP::GroupDN'} = 'cn=OTRSAgents,cn=Users,dc=adone,dc=lan'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUid'; $Self->{'AuthModule::LDAP::UserAttr'} = 'UID'; # Enable LDAP lookups of Agent account informations and default roles. $Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host'} = 'dcad101.adone.lan'; $Self->{'AuthSyncModule::LDAP::BaseDN'} = 'dc=adone,dc=lan'; $Self->{'AuthSyncModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthSyncModule::LDAP::SearchUserDN'} = 'cn=otrs,cn=OTRSAgents,dc=adone,dc=lan'; $Self->{'AuthSyncModule::LDAP::SearchUserPw'} = 'a12345++'; $Self->{'AuthSyncModule::LDAP::AlwaysFilter'} = ''; $Self->{'AuthSyncModule::LDAP::GroupDN'} = 'cn=OTRSAgents,cn=Users,dc=adone,dc=lan'; $Self->{'AuthSyncModule::LDAP::AccessAttr'} = 'memberUid'; $Self->{'AuthSyncModule::LDAP::UserAttr'} = 'UID'; $Self->{'AuthSyncModule::LDAP::UserSyncMap'} = { UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; $Self->{'AuthSyncModule::LDAP::UserSyncRolesDefinition'} = { 'cn=OTRSAgents,cn=Users,dc=adone,dc=lan' => { 'Company Agents' => 1, }, 'cn=Domain Admins,cn=Users,dc=adone,dc=lan' => { 'Tech Support Agents' => 1, } }; # Enable LDAP lookups for Customer logins. $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'dcad101.adone.lan'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=adone,dc=lan'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=otrs,cn=OTRSCustomers,dc=adone,dc=lan'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'a12345++'; $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = ''; $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'cn=OTRSCustomers,dc=adone,dc=lan'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'memberUid'; $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'UID'; # Enable LDAP lookups for Customer account information. $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'dcad101.adone.lan', BaseDN => 'dc=adone,dc=lan', SSCOPE => 'sub', UserDN => 'cn=otrs,cn=Users,dc=adone,dc=lan', UserPw => 'a12345++', #AlwaysFilter => '(objectclass=user)', AlwaysFilter => '', GroupDN => 'cn=OTRSCustomers,dc=adone,dc=lan', AccessAttr => 'memberUid', UserAttr => 'UID', }, CustomerKey => 'sAMAccountName', CustomerID => '[customer_id]', CustomerUserListFields => ['sAMAccountName', 'sn', 'givenname', 'company', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'sn', 'givenname', 'company', 'mail'], CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], CustomerUserValidFilter => '(company=*)', Map => [ [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'company', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], };

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Re: [otrs] New New generic agent notification module
by Florian Houel 10 Jul '12

10 Jul '12

No, that doesn't seem to be that old feature, since it is shown on the "new 3.1 features" page at otrs.com. The words "New generic agent notification module" would indicate some kind of calculation to provide statistical information or alerts updated periodically. Any information about that ? -- Florian -----Message d'origine----- De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Alvaro Cordero Envoyé : lundi 9 juillet 2012 15:51 À : User questions and discussions about OTRS. Objet : Re: [otrs] New generic agent notification module Hello Florian, That sounds like the Message of the day motd feature, I haven't see it yet but it is logical to have a setting into Sysconfig to do it. Regards.

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Calendar assigned to Queue not working
by Derek Kiely 10 Jul '12

10 Jul '12

Hi All, I set up Core::Time::Calendar2 to have a TimeZone::Calendar2 of +5. I have then assigned this calendar to one of my queues, when I create a ticket in the queue it still shows the create time as the local time rather than the +5 hours time. Any ideas on how to fix this? Is this possible? I am using version 3.1.7 (upgraded recently from 2.4.4 via 3.0.1) Derek Kiely

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Re: [otrs] Upgrade from 2.4.4 to 3.0.1 to 3.1.7
by Derek Kiely 06 Jul '12

06 Jul '12

> Hello I have updated our OTRS system from 2.4.4 to 3.17 in a two step > increment, > > All appears to be OK except that when I click on ticket properties I get > the following error message > > [image: Inline images 1] > > I followed the upgrade scripts exactly, it also looks like the js/js-cache > is pointing to the wrong directory it is pointing to > /opt/otrs-2.4.4/..../js-cache rather than /opt/otrs/..../js-cache/ > > Any help would be greatly appreciated. > > Derek Kiely > >

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Kernel::System::CustomerUser -> CustomerIDs() ?
by Bernard Chambon 04 Jul '12

04 Jul '12

Hello, How to get CustomerIDs from a customer ? I thought it was sommething like : $Self->{CustomerUserObject} = Kernel::System::CustomerUser->new(%Param); ... my @CustomerIDs = $Self->{CustomerUserObject}->CustomerIDs( User => 'bernard.chambon(a)cc.in2p3.fr', ); but, after setting CustomerIDs to MY_COMPANY for this customer (Username='bernard.chambon(a)cc.in2p3.fr') This code doesn't get this value (MY_COMPANY) but something that looks like the id (bernard.chambon(a)cc.in2p3.fr) Do I miss something ? Do I have to retrieve CustomerIDs from DB ? I did it , it's ok. Best regards ps : mysql> select customer_id, customer_ids from customer_user where customer_id = 'bernard.chambon(a)cc.in2p3.fr' ; +-----------------------------+--------------+ | customer_id | customer_ids | +-----------------------------+--------------+ | bernard.chambon(a)cc.in2p3.fr | MY_COMPANY | +-----------------------------+--------------+ --------------- Bernard CHAMBON IN2P3 / CNRS 04 72 69 42 18

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otrs 3.1 & ITSM on windows
by ravi shanker 04 Jul '12

04 Jul '12

Hi i'm trying to install otrs 3.1.1 with active perl 5.10 and mssql on win2003 OS;whenever i m trying to install ITSM package i'm getting CGI error ..however with same configuration mentioned above otrs 3.0 ITSM is getting installed. Anyone who has tried installation on windows env..help me guide with procedure for otrs 3.1 ITSM Ravi Shankar

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Smart display of a checkbox status (dynamic Field)
by Bernard Chambon 03 Jul '12

03 Jul '12

Hello, How do display as Yes|No a dynamic field checkbox (instead of uncheck|check) ? IS it something (a Map) in Kernel/Config.pm ? Regards --------------- Bernard CHAMBON IN2P3 / CNRS 04 72 69 42 18

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Ticket display : Adding TicketID to TicketNumber
by Bernard Chambon 03 Jul '12

03 Jul '12

Hello, Is it possible to add TicketID in Agent view zoom Per default, this is the TicketNumber (tn in ticket mysql table) which is displayed I'd like to add TicketID (I mean the number (5 in my case) ) you have in your URL (id in ticket mysql table) (http ..... index.pl?Action=AgentTicketZoom;TicketID=5) Best regards --------------- Bernard CHAMBON IN2P3 / CNRS 04 72 69 42 18

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migration to new OS version
by Neil Simpson 02 Jul '12

02 Jul '12

Hello, We are migrating from Cent OS 5.7 to Cent OS 6.2. I want to create a clean otrs install and tailor it like we currently have. This brings about a few challenges, mostly, finding out all the parameters that have been changed over the years from the default. Does anyone know a simple way of checking fro all non-default parameters that are NOT hard-coded in any of the config files (as there are a few of those too). thanks Neil

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