September 2014 - otrs - OTRS mailing lists

Missing installer.pl
by Sebastian Pitei 16 Sep '14

16 Sep '14

Hi guys, Quick (maybe stupid) question: I'm trying to install OTRS following the official guide. At some point it says to point your browser to installation.pl, but unfortunately the file isn't there (I've also checked on the webserver). Any ideas? Thank you, Sebastian

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Changing customer sync from local database to AD LDAP on an established system
by Stanford, Philip N. 15 Sep '14

15 Sep '14

Hi I support a couple of OTRS systems (3.2 and 3.3) which have CustomerUser data stored in the normal local database backend. These do however authenticate customers against AD LDAP. I also support another 3.3 system which was set up from the outset so that customers authenticate against AD LDAP, and also use the ‘customer LDAP sync’ feature to extract customer data from AD as needed. I’m now being asked if I can modify the existing production systems that use the local database, to use customer sync from the AD LDAP database instead – this is to avoid having to add new CustomerUsers to the local database manually when they already exist in AD. My suspicion is that I may simply need to remove the ‘local customer database’ section from Config.pm - $Self->{CustomerUser} = { Name => 'Database Backend', … down to the end of the Map [] array and replace it with the relevant lines # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP Backend', … and a new Map[] array, as used on the system that already does AD customer sync and has no local customer database entries. I would be grateful for any confirmation that this should work, and that there won’t be any impact on tickets or articles that have already been entered when using the local customer database. Obviously the Map arrays would need to be set up appropriately to pull the correct fields from LDAP. What happens if the local database has been customised to add extra fields that MAY not be present in LDAP – will that cause any problems? Of course I realise that such fields wouldn’t be visible in the ‘Customer Information’ pane for a ticket when customer data was synced from LDAP, but would that be the only effect on existing tickets? It would be good to get some reassurance that things will work as I suspect, before I change the production system. Regards Phil ________________________________ This message (and any attachments) is for the recipient only. NERC is subject to the Freedom of Information Act 2000 and the contents of this email and any reply you make may be disclosed by NERC unless it is exempt from release under the Act. Any material supplied to NERC may be stored in an electronic records management system. ________________________________

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Accounted Time column in Ticket Overview?
by Lars Jørgensen 11 Sep '14

11 Sep '14

Hi, Is it possible to show accounted time in the ticket overview lists? -- Lars

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OTRS Appliance Postgresql credentials
by Mikola Rose 09 Sep '14

09 Sep '14

Hi list members. What is the default user name and password for postgres on the appliance installation? Mik

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LDAP Authentication
by Nick Lapp 08 Sep '14

08 Sep '14

I have a list of possible LDAP servers in my Config.pm that customers may authenticate against. Is it possible in the Config.pm file to target which LDAP server to use based off of the customers email domain with which they use to login? Currently OTRS has to iterate through each LDAP server which slows the process down and causes a hang if any of the LDAP servers are unavailable. Nick

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