May 2014 - otrs - OTRS mailing lists

Re: [otrs] Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator.
by Erik van Ast 28 May '14

28 May '14

Hi all, Does anyone have an idea about this? Is it because of the CustomerID? Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, Erik From: Erik van Ast Sent: maandag 26 mei 2014 16:40 To: 'otrs(a)otrs.org' Subject: Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator. Hi all, When trying to log in as a customer, I get the error "Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator.". Authentication works good, but apparently the information from Active Directory does not synchronize to OTRS... When I use a wrong password I get the error "Login failed! Your user name or password was entered incorrectly", so authenticating works good... As soon as I get the error mentioned earlier, I see the following error in the otrs.log "[Error][Kernel::System::CustomerUser::SetPreferences][587] No such user 'HaraldW'. Agents have no problem logging in, so I think I won't have to think about that part, but the customer authentication part of my config.pm looks like this (I have replaced parts with xxx for security reasons) : # This is an example configuration for an LDAP auth. backend. # (make sure Net::LDAP is installed!) $Self->{'Customer::AuthModule3'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host3'} = 'xxx.xxx.xxx.xxx'; $Self->{'Customer::AuthModule::LDAP::BaseDN3'} = 'dc=xxx,dc=xxx'; $Self->{'Customer::AuthModule::LDAP::UID3'} = '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::GroupDN3'} = 'CN=OTRS_Users,OU=XXX,DC=xxx,DC=xxx'; $Self->{'Customer::AuthModule::LDAP::AccessAttr3'} = '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::UserAttr3'} = '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::SearchUserDN3'} = 'CN=XXXXXX,OU=IT Department,OU=XXX,DC=xxx,DC=xxx'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw3'} = 'XXXXXXX'; # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' # $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = ''; # in case you want to add a suffix to each customer login name, then # you can use this option. e. g. user just want to use user but # in your ldap directory exists user@domain. #$Self->{'Customer::AuthModule::LDAP::UserSuffix'} = '@domain.com'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'Customer::AuthModule::LDAP::Params3'} = { port => 389, timeout => 120, async => 0, version => 3, }; # LATER TOEGEVOEGD, SYNC: # Example 4.8. Configuring an LDAP customer backend # CustomerUser # (customer ldap backend and settings) $Self->{CustomerUser2} = { Name => 'LDAP Data Source', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'xxx.xxx.xxx.xxx', # ldap base dn BaseDN => 'dc=xxx,dc=xxx', # search scope (one|sub) SSCOPE => 'sub', # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'CN=XXXXXX,OU=IT Department,OU=XXX,DC=xxx,DC=xxx', UserPw => 'XXXXXXX', # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' AlwaysFilter => '(memberOf='CN=OTRS_Users,OU=XXX,DC=xxx,DC=xxx)', # if both your frontend and your LDAP are unicode, use this: # SourceCharset => 'utf-8', # DestCharset => 'utf-8', # if your frontend is unicode and the charset of your # ldap server is iso-8859-1, use these options. # SourceCharset => 'iso-8859-1', # DestCharset => 'utf-8', # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, # customer unique id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'company', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], # show not own tickets in customer panel, CompanyTickets # CustomerUserExcludePrimaryCustomerID => 0, # add an ldap filter for valid users (expert setting) # CustomerUserValidFilter => '(!(description=locked))', # administrator can't change customer preferences # AdminSetPreferences => 0, # # cache time to live in sec. - cache any database queries # CacheTTL => 0, Map => [ # note: Login, Email and CustomerID are mandatory! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ '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', 'company', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ], ], }; Can someone please help me with this? I've been searching on the web for quite some time now, and I can't figure it out... All our users have the same company name so everyone can see each other's tickets, that's why we use "company" as CustomerID instead of sAMAccountName... OTRS is installed on a Windows 2012 server, the database is SQL 2008 Express and the OTRS version we use is 3.3.7 Kind regards, Erik

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Making OTRS as multi tenant
by Abhimanyu bhatter 26 May '14

26 May '14

Hello Everyone, Can I help me how to proceed in rgard to making OTRS as multi tenant. -- With Regards Abhimanyu

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Wrong From: headers in appended mail
by Hermann Peifer 24 May '14

24 May '14

Hi All, I disabled Ticket::Frontend::Quote, in order to get this behaviour (quoted from Admin manual): "original emails will not be quoted but appended to the response." This works as expected when replying to incoming customer mails, but not when replying to outgoing agent mails (typically: for adding a piece of missing information), see a generic example below. Any hint? Hermann, using OTRS 3.3.4 What I get: ---- Message from Customer --- From: Customer To: Customer Subject: .... Date: .... What I expected: ---- Message from Helpdesk --- To: Customer Subject: .... Date: ....

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Instalation on Oracle 11G
by Carlos Andrés Gallego Arboleda 23 May '14

23 May '14

Hello. I had several problems whit the OTRS 3.3.7 Installation under RHEL6 and Oracle11 I have already installed the clients for the conection. oracle-instantclient11.2-basic-11.2.0.4.0-1.x86_64 oracle-instantclient11.2-sqlplus-11.2.0.4.0-1.x86_64 oracle-instantclient11.2-devel-11.2.0.4.0-1.x86_64 Set the Evn export ORACLE_BASE="/usr/lib/oracle" export ORACLE_HOME="/usr/lib/oracle/11.2/client64" export LD_LIBRARY_PATH="/usr/lib/oracle/11.2/client64/lib" export NLS_LANG="spanish_spain.utf8" export NLS_DATE_FORMAT="YYYY-MM-DD HH24:MI:SS" export ORACLE_USERID="system/pass@otrs" export PATH=$PATH:$ORACLE_HOME/bin The DBD::Oracle is installed on the machine by cpan When I try to test the otrs.CheckModules.pl o DBD::Oracle......................ok (v1.74) But when I try to run the web installer show this message. Can't connect to database, Perl module DBD::Oracle not installed! Anyone can help me? Best Regards. *Carlos Andrés Gallego* *Director de Servicios* *ITConsultores - ITCON S.A.S* web: www.itconsultores.com.co email: carlos.gallego(a)itconsultores.com.co Tel: (+57 4) 320 7960 ext. 1004 Cel: (+57) 301 501 42 49 Cra 41 Nro 9 - 51 Edificio Arteria Of 104 Medellín - Colombia

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2.3.4 & 3.3 OTRS instances running?
by Karlos Jelez 22 May '14

22 May '14

Hi List, Is it possible to have both OTRS instances running in the same server? I have a FreeBSD 7.0 with 2.3.4 version and I want to use the newest version 3.3 Thanks a lot Karlos

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

22 May '14

I think you need to look in the Perl source file Ticket.pm and identify the fields available on the Ticket object. Those are likely the fields you can reference from Ticket::Frontend::CustomerTicketSearch###SearchCSVData. On Thu, May 22, 2014 at 6:10 PM, John Uhler <john.uhler(a)gmail.com> wrote: > Thanks for posting that info. Do you know where I can find out which > fields I can add to the CSV export? I would like to export ticket > interactions as well. > > Thanks > > On Wednesday, March 20, 2013 7:54:12 AM UTC-6, Bogdan Iosif wrote: > > After some more investigations I concluded that it's not possible to > search by ticket type, SLA or service in the customer interface, in > v3.1.10. If anyone finds out I was wrong please point it out. > > > > > > There is this one configuration > (Ticket::Frontend::CustomerTicketSearch###ExtendedSearchCondition) that I > haven't been able to take under account because I didn't understood what it > does (Help text: Allows extended search conditions in ticket search of the > customer interface. With this feature you can search w. g. with this kind > of conditions like "(key1&&key2)" or "(key1||key2)".) I saw other people > wondering out loud quite recently about it but no answers. > > > > > > > > Finally, if anyone else is wondering, even though you can't enable your > customers to filter tickets in their searches by ticket type, SLA or > service, you can still get those fields included in the output produced for > CSV by adding to the Ticket::Frontend::CustomerTicketSearch###SearchCSVData > configuration the values: Type, SLA and Service. This is really useful for > customers who need to compute their own reports, something that can't > really be done via the customer interface once you go above a couple tens > of tickets due to the interface lacking filters and customizable grid > columns. > > > > > > > > > > > > > > On Thu, Mar 14, 2013 at 5:50 PM, Bogdan Iosif <bogdan...(a)gmail.com> > wrote: > > > > > > > > I found "Frontend::Customer::Ticket::ViewSearch" and found out how to > include dynamic fields in both search conditions and results. > > > > > > Haven't yet found how to search by ticket type. Is it possible? > > > > > > > > > > > > > > > > On Thu, Mar 14, 2013 at 5:40 PM, Bogdan Iosif <bogdan...(a)gmail.com> > wrote: > > > > > > > > > > > > > > > > > > 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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Odd issue - "This item has no articles yet."
by Marty Hillman 22 May '14

22 May '14

On three separate tickets opened this morning, clicking into them returns the message, "This item has no articles yet." This occurred on tickets opened by two different users. The only commonality is that they were all for the same sub-queue, so they were opened through the web interface. (Emailed tickets hit a different master queue for manual distribution.) Any thoughts on how to see the details that were entered for these tickets? Marty Hillman - IT Manager of Network Infrastructure [cid:image001.png@01CF75A2.72EBC700] 5801 Clearwater Drive, Minnetonka, MN 55343 P 612.617.4333 | E mhillman(a)equuscs.com<mailto:mhillman@equuscs.com>

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Quick'n'dirty script to mass-mail OTRS customers
by Dominik George 21 May '14

21 May '14

Hi, we faced the need to open tickets to all of our customers in order to inform them about the Heartbleed bug and the necessary consequences and we wanted to have that mail in OTRS as proof of the communication and for tracking. OTRS does not have an interface to send the same mail to all customers in seperate tickets with reasonable customer and agent info, so I hacked together a Python cript that uses the SOAP API to do the magic. It does: * Gather information needed to create the tickets * Read exxceptions in the form of e-mail address endings * Find all customers that do not match the exceptions * Open tickets to all these customers, that: - have the correct set of agent and customer - are set to "pending auto close+" because we want to get rid of the tickets should there not be any feedback The script has a known bug with everything else than ASCII in ticket title and body because Unicode in Python 2 is a PITA. I will probably fix that in the future or wait for patches ;). https://evolvis.org/plugins/scmgit/cgi-bin/gitweb.cgi?p=useful-scripts/usef… Cheers, Nik -- tarent solutions GmbH Rochusstraße 2-4, D-53123 Bonn • http://www.tarent.de/ Tel: +49 228 54881-319 • Fax: +49 228 54881-235 HRB 5168 (AG Bonn) • USt-ID (VAT): DE122264941 Geschäftsführer: Dr. Stefan Barth, Kai Ebenrett, Boris Esser, Alexander Steeg

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Add merge note after merging
by Gergely Polonkai 20 May '14

20 May '14

Hello, when I merge tickets together and add a note, set priority/whatever, those settings are applied to each tickets before the merge happens. Is this intentional? If so, is there a way to prevent it? Best, Gergely

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