August 2013 - otrs - OTRS mailing lists

Thorsten Kocher/Spirit21 ist außer Haus.
by TKocher＠spirit21.de 19 Apr '17

19 Apr '17

Ich werde ab 13.05.2005 nicht im Büro sein. Ich kehre zurück am 30.05.2005. Vielen Dank für Ihre Email. Leider befinde ich mich bis Montag, 30. Mai 2005 außer Haus und kann daher Ihre Nachricht nicht bearbeiten. Bitte rufen Sie mich in dringenden Fällen mobil unter 0172 6377392 an. Vielen Dank für Ihr Verständnis. Thorsten Kocher Ich werde Ihre Nachricht nach meiner Rückkehr beantworten.

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In the customer interface, can a search be made by ticket type or dynamic field?
by Bogdan Iosif 22 May '14

22 May '14

Hi list, Does anyone know if OTRS can enable customers to search their tickets by ticket type or dynamic fields? This would be an extension of the search already available in the customer interface. Thanks, Bogdan P.S: I went through all configs from SysConfig (v3.1.10) that seemed to be related to the customer interface and wasn't able to find anything related to customizing the search available to customers.

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question about ticketupdate
by Rene Stoutjesdijk 02 Sep '13

02 Sep '13

we're running happily the api calls for ticketcreate. now we also would like to close the ticket via an api call. I do get the impression that we've to do this via the webservices and then the TicketUpdate. We're doing a ticketupdate with state closed and the ticketnumumber included, but keep getting a message back that the ticketid or ticketnumber is missing. Please see snapshot below from the debugger of the webservice I can't see what's wrong (as the ticketnumbver is included). Any help is appreciated: snapshot: Received data by provider from remote system (2013-08-30 21:35:36, debug) root@localhost otrsXXXXXXXX closed 2013083010269 <http://10.50.240.8/otrs/index.pl#> Detected operation 'TicketUpdate' (2013-08-30 21:35:36, debug) No data provided <http://10.50.240.8/otrs/index.pl#> Incoming data before mapping (2013-08-30 21:35:36, debug) $VAR1 = { 'Article' => '', 'Password' => 'otrsXXXXXXXXXX', 'Ticket' => { 'State' => 'closed', 'TicketNumber' => '2013083010269' }, 'UserLogin' => 'root@localhost' }; <http://10.50.240.8/otrs/index.pl#> TicketUpdate.MissingParameter (2013-08-30 21:35:36, error) TicketUpdate: TicketID or TicketNumber is required! <http://10.50.240.8/otrs/index.pl#> Outgoing data before mapping (2013-08-30 21:35:36, debug) $VAR1 = { 'Error' => { 'ErrorCode' => 'TicketUpdate.MissingParameter', 'ErrorMessage' => 'TicketUpdate: TicketID or TicketNumber is required!' } }; <http://10.50.240.8/otrs/index.pl#> Returning provider data to remote system (HTTP Code: 200) (2013-08-30 21:35:36, debug) TicketUpdate.MissingParameter

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wrong link for beta dwl
by Marco Vannini 02 Sep '13

02 Sep '13

Hi there, The link on the page http://www.otrs.com/en/open-source/get-otrs/software-download<http://bl-1.com/click/load/UmMNPlIyVGRUMl0xU2w-b0231>/, for RH, points to 3.2.0_B. Thank you. Cheers

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TimeAccounting Delete Projects and Users
by Esteban Monge 31 Aug '13

31 Aug '13

Hello folks: I need delete some users and project from TimeAccounting, but I don't where I can make these. Some knows how I can delete projects and users from TimeAccounting. Regards

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Using multiple LDAP's for authenticating customers in one database.
by Marty Hillman 29 Aug '13

29 Aug '13

Yes Gerald, as well as appending that index key to each of the fields within each Auth entry. That was the detail that was inconsistent in the examples I found through Google. Let me provide an edited copy of my configuration to help clarify. I changed the subject line to better match my particular scenario. If any of the information is unclear, feel free to drop me a line. Requirements To build an OTRS system that validates agents in one domain, but allows customers from two separate Active Directory domains without modifying domain trusts. Users should be able to log in with either set of credentials. Description The below code has particular information one should pay attention to. The source of this code go into /opt/otrs/Kernel/Config.pm. In the code below, I am using Domain1 and Domain2. Customers are in either domain, but Agents are only in Domain1 in one particular OU. An LDAP inquiry user is configured in each domain. Also note that the variables within the secondary LDAP calls also have the index appended to them. For example, Notice the change to Host1 below. $Self->{'Customer::AuthModule1'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host1'} = 'dc.domain2.com'; Whereas, in Customer::AuthModule, the variable is referred to as Customer::AuthModule::LDAP::Host. I also had other issues with making the LDAP calls, so instead of using the DN of the LDAP user, I used the simple email address. It is also easier to type and maintain, leaving me able to restructure Active Directory without breaking authentication. By structuring it at the root level of the LDAP tree, all users in either domain are allowed as customers using single sign-on. I should clarify the definition of single sign-on is not the same as automatic login based on the credentials of the logged in user. It merely means that the same credentials used to log in to Windows will log you in to the support site. The user will still need to enter these to gain access to the site. I have not found a solution to auto-login as of yet. Code # ---------------------------------------------------- # # LDAP Configuration Settings for Agents - Domain 1 # # ---------------------------------------------------- # $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'dc.domain1.com'; $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=Controllers,dc=domain1,dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'ldapuser(a)domain1.com'; $Self->{'AuthModule::LDAP::SearchUserPw'} = '************'; $Self->{'AuthModule::LDAP::GroupDN'} = 'ou=Agents,dc=domain1,dc=com'; $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, sscope => 'sub', }; # ---------------------------------------------------- # # User Configurations - Domain 1 # # ---------------------------------------------------- # $Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host'} = 'dc.domain1.com'; $Self->{'AuthSyncModule::LDAP::BaseDN'} = 'dc=domain1,dc=com'; $Self->{'AuthSyncModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthSyncModule::LDAP::UserAttr'} = 'DN'; $Self->{'AuthSyncModule::LDAP::AccessAttr'} = 'member'; $Self->{'AuthSyncModule::LDAP::SearchUserDN'} = 'ldapuser(a)domain1.com'; $Self->{'AuthSyncModule::LDAP::SearchUserPw'} = '************'; $Self->{'AuthSyncModule::LDAP::UserSyncMap'} = { UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [ 'users', ]; # ---------------------------------------------------- # # User Configurations - Domain 1 # # ---------------------------------------------------- # $Self->{'AuthSyncModule1'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host1'} = 'dc.domain2.com'; $Self->{'AuthSyncModule::LDAP::BaseDN1'} = 'dc=domain2,dc=com'; $Self->{'AuthSyncModule::LDAP::UID1'} = 'sAMAccountName'; $Self->{'AuthSyncModule::LDAP::UserAttr1'} = 'DN'; $Self->{'AuthSyncModule::LDAP::AccessAttr1'} = 'member'; $Self->{'AuthSyncModule::LDAP::SearchUserDN1'} = 'ldapuser(a)domain2.com'; $Self->{'AuthSyncModule::LDAP::SearchUserPw1'} = '************'; $Self->{'AuthSyncModule::LDAP::UserSyncMap1'} = { UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [ 'users', ]; # ---------------------------------------------------- # # LDAP Configuration Settings for Domain 1 Customers # # ---------------------------------------------------- # $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'dc.domain1.com'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=domain1,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'ldapuser(a)domain1.com'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = '************'; $Self->{'Customer::AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; $Self->{CustomerUser} = { Name => 'LDAP Backend', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'dc.domain1.com', BaseDN => 'DC=domain1,DC=com', SSCOPE => 'sub', UserDN => 'ldapuser(a)domain1.com', UserPw => '************', AlwaysFilter => '(objectclass=user)', SourceCharset => 'utf-8', DestCharset => 'utf-8', }, CustomerKey => 'sAMAccountName', CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'givenname', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], CustomerUserExcludePrimaryCustomerID => 0, AdminSetPreferences => 0, CacheTTL => 0, Map => [ [ 'UserTitle', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'givenname', 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 ], ], }; # ---------------------------------------------------- # # LDAP Configuration Settings for Domain 2 Customers # # ---------------------------------------------------- # $Self->{'Customer::AuthModule1'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host1'} = 'dc.domain2.com'; $Self->{'Customer::AuthModule::LDAP::BaseDN1'} = 'dc=domain2,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID1'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::UserAttr1'} = 'DN'; $Self->{'Customer::AuthModule::LDAP::AccessAttr1'} = 'member'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN1'} = 'ldapuser(a)domain2.com'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw1'} = '************'; $Self->{'Customer::AuthModule::LDAP::Params1'} = { port => 389, timeout => 120, async => 0, version => 3, }; $Self->{CustomerUser1} = { Name => 'LDAP Backend1', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'dc.domain2.com', BaseDN => 'DC=domain2,DC=com', SSCOPE => 'sub', UserDN => 'ldapuser(a)domain2.com', UserPw => '************', AlwaysFilter => '(objectclass=user)', SourceCharset => 'utf-8', DestCharset => 'utf-8', }, CustomerKey => 'sAMAccountName', CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'givenname', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], CustomerUserExcludePrimaryCustomerID => 0, AdminSetPreferences => 0, CacheTTL => 0, Map => [ [ 'UserTitle', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'givenname', 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 ], ], }; From: Gerald Young [mailto:crythias@gmail.com] Sent: Thursday, August 29, 2013 8:34 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Using multiple databases as external backend? The docs don't explicitly state this but the concept has been validated in practice and in the code. I realize this is a "take my word for it" thing, but it's pretty much as simple as appending a different index/number to each key of a separate set of Auth entries. On Thu, Aug 29, 2013 at 7:54 AM, Marty Hillman <mhillman(a)equuscs.com<mailto:mhillman@equuscs.com>> wrote: Good morning Gerald - Can you point to a source for this? I need to authenticate against two AD's using LDAP. I believe it is as simple as using the existing AuthModule and then adding AuthModule1 below it. I am looking for confirmation. From: Gerald Young [mailto:crythias@gmail.com<mailto:crythias@gmail.com>] Sent: Thursday, August 29, 2013 6:27 AM Customers, Companies, and Users (Agents) all can authenticate (Auth) and have demographics (Sync|CustomerUser/Map) at up to 11 different sources ('', 1 ..10) (a blank "index" counts as one of them). On Thu, Aug 29, 2013 at 6:38 AM, Bogdan Iosif <bogdan.iosif(a)gmail.com<mailto:bogdan.iosif@gmail.com>> wrote: "you can use one Company Backend" I take it to mean you can only use one backend for agents. Can anyone else confirm this please? I'm interested to know if I can use both DB and LDAP for agents. On Thu, Aug 29, 2013 at 10:47 AM, Florian Edlhuber <florian.edlhuber(a)gmx.de<mailto:florian.edlhuber@gmx.de>> wrote: Hi, it is in http://doc.otrs.org/3.2/en/html/external-backends.html#multiple-customer-ba… You can use up to 10 Customer Information backends. But IIRC you can use one Company Backend. Ciao Flo 29.08.2013 09:42 - Stefan Michael Guenther schrieb: Hello, am I right in assuming, that it is only possible to have ONE external customer user backend, but not more? One of our clients has bought another company and if it is not possible to connect both customer databases to OTRS, we would have to find a way to merge the two database into an internal customer database for OTRS. Regards, Stefan --------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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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Using multiple databases as external backend?
by Stefan Michael Guenther 29 Aug '13

29 Aug '13

Hello, am I right in assuming, that it is only possible to have ONE external customer user backend, but not more? One of our clients has bought another company and if it is not possible to connect both customer databases to OTRS, we would have to find a way to merge the two database into an internal customer database for OTRS. Regards, Stefan

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'Ticket Commands'
by haynes.davis＠accenture.com 29 Aug '13

29 Aug '13

Hi, What are the valid values possible in 'Ticket Commands' while creating a job in 'Generic Agent'. Can we run bash scripts using this feature? I was looking to run some custom scripts while closing a ticket. Is this possible? Your help is appreciated. regards, Haynes Davis ________________________________ This message is for the designated recipient only and may contain privileged, proprietary, or otherwise confidential information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the e-mail by you is prohibited. Where allowed by local law, electronic communications with Accenture and its affiliates, including e-mail and instant messaging (including content), may be scanned by our systems for the purposes of information security and assessment of internal compliance with Accenture policy. ______________________________________________________________________________________ www.accenture.com

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Re: [otrs] Using multiple databases as external backend?
by Stefan Michael Guenther 29 Aug '13

29 Aug '13

Hi, > you can use more than one backend: See > http://doc.otrs.org/3.2/en/html/external-backends.html#customer-data > (section "Using more than one customer backend with OTRS") > sorry, I did not scroll down far enough :-( Stefan

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How to debug LDAP
by Marty Hillman 28 Aug '13

28 Aug '13

Anyone know how to debug LDAP configurations? I had it all configured, but my network administrator decided to reorganize Active Directory and move everything around in new OUs. I changed the strings in Config.pm to point to the new DN, but it is still not allowing logins and shows Login Failed. Trying to figure out what log files I can look at or how to manually test to get an actual error rather than a failed login. Marty Hillman - IT Manager of Network Infrastructure [cid:image001.png@01CEA336.6AABF9A0] 5801 Clearwater Drive, Minnetonka, MN 55343 P 612.617.4333 | E mhillman(a)equuscs.com<mailto:mhillman@equuscs.com>

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