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Integrating opennms with otrs
by Livhuwani Tshisikule 07 Mar '14

07 Mar '14

Hi, I am new to otrs. I have just installed otrs 3.3.5 and it is working. I am getting the following errors when integrating it to opennms. TicketCreate: UserLogin, CustomerUserLogin or SessionID is required! Is it possible to add an Agent user on otrs.properties in the opennms? If it is not possible, I have created an Agent User with the same credentials as the SOAP User called opennms. How can I make otrs use the SOAP user credentials for UserLogin? Kind regards Livhu

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Pulling EC2 into General Catalog
by James Carroll 07 Mar '14

07 Mar '14

Hey everyone, Just wondering if anyone has ever tried to programmatically pull in a large number or machines/config items into OTRS. In particular I'm looking to scan and insert everything that we currently have running in our Amazon Cloud. Thanks, James -- __________________________________________________________________ The information contained in this email message and any attachment may be privileged, confidential, proprietary or otherwise protected from disclosure. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, copying or use of this message and any attachment is strictly prohibited. If you have received this message in error, please notify us immediately by replying to the message and permanently delete it from your computer and destroy any printout thereof.

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Show "last contact" instead of "ticket creation date"?
by Ralf Hildebrandt 05 Mar '14

05 Mar '14

Is it possible to show the time of the last contact instead of "ticket creation date"? Why? Users are responding to old, already closed tickets. These are then shown as "430 days" old, and the agent is panicking :) -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebrandt(a)charite.de Campus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155

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is there a way to add cc field in customer.pl
by Darshak Modi 03 Mar '14

03 Mar '14

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Lightbox for 3.3 is dead. Long live MIME-Viewer?
by Gerald Young 02 Mar '14

02 Mar '14

All, I was trying to figure out lightbox for OTRS 3.3 and couldn't embed the linking the same way as before. The new OTRS 3.3 obscures direct linking to attachments. On one side, this means Lightbox integration is broken (until I can find another integration option). But on the other side, it means I could play with the OTRS MIME-Viewer option and see if I could implement picture viewing that way, which worked (open picture in new tab) after using encode_base64.... Anyway, it's easier to implement than the lightbox way and will survive updates. I'd appreciate feedback (especially any security issues?). http://forums.otterhub.org/viewtopic.php?f=60&t=16302

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Authenticate ldap and local, possible?
by iga3725＠yahoo.com 28 Feb '14

28 Feb '14

Hi again, After otrs has been setup with ldap backend, reading from the manual, now it's time for authenticate them.. I have added this lines to Config.pm but it's not working... ################ LDAP AUTH ##################### $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'domain.net'; $Self->{'AuthModule::LDAP::BaseDN'} = 'OU=domain,DC=domain,DC=net'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=Israel Garcia Alvarez,OU=Sistemes,OU=Usuaris Roureda,OU=BIBM,DC=bibm,DC=net'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'Password-:)'; # 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->{'AuthModule::LDAP::AlwaysFilter'} = 'uid'; # in case you want to add a suffix to each 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->{'AuthModule::LDAP::UserSuffix'} = '@domain.com'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; ############################################ Otrs are not able to authenticate any user... Am I missing something in the setup to allow users (customers and agents) to login to our Otrs? Also, is possible to authenticate ldap and local-database users? Thanks much!!!!!!!!!! regards, Israel.

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process management
by Darshak Modi 27 Feb '14

27 Feb '14

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ticket_history table understanding
by Darshak Modi 27 Feb '14

27 Feb '14

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Re: [otrs] (SOLVED) Sizelimit exceeded error after configure Otrs with LDAP backend.
by iga3725＠yahoo.com 26 Feb '14

26 Feb '14

It's working with your config... Now, our new Config.pm for LDAP is: ############################ LDAP ######################### # CustomerUser # (customer ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP Lookup', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'domain.net', # ldap base dn BaseDN => 'OU=domain,DC=domain,DC=net', # 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=Israel Garcia Alvarez,OU=Sistemes,OU=Usuaris Roureda,OU=domain,DC=domain,DC=net', UserPw => 'Daniela2013', # 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 => '(objectclass=user)', # 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 => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 1000, 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', 'mail', 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 ], ], }; Thanks much Sune T. Tougaard ;) El Miércoles 26 de febrero de 2014 11:31, "iga3725(a)yahoo.com" <iga3725(a)yahoo.com> escribió: OK.. let me test with your config.....;) Thanks!! El , "iga3725(a)yahoo.com" <iga3725(a)yahoo.com> escribió: El Miércoles 26 de febrero de 2014 11:26, Sune T. Tougaard <stt(a)lyngsoesystems.com> escribió: Hi, Well, the only issues (compared to my own AD LDAP config) that I see in the config snippet you sent are these: 1) CustomerKey => 'uid', In my config, I’m using: CustomerKey => 'sAMAccountName', 2) CustomerUserSearchFields => ['uid', 'cn', 'mail'], In my config, I’m using: CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], 3) CustomerUserSearchListLimit => 1, In my config, I’m using: CustomerUserSearchListLimit => 1000, (and you say you have also changed this, so…) 4) In the Map => section: Map => [ … [ 'UserLogin', 'Username', 'uid', 1, 1, 'var', '', 0 ], In my config, I’m using: Map => [ … [ 'UserLogin', 'Username', 'sAMAccountName', 1, 1, 'var', '', 0 ], -- /S From:iga3725@yahoo.com [mailto:iga3725@yahoo.com] Sent: 26. februar 2014 10:26 To: Sune T. Tougaard; User questions and discussions about OTRS. Subject: Re: [otrs] Sizelimit exceeded error after configure Otrs with LDAP backend. Hi.. what I see is that Otrs does not import users from our Windows DC's servers and the error that is shown on logs is: Feb 26 10:23:03 cmdbsrv OTRS-CGI-90[7445]: [Error][Kernel::System::CustomerUser::LDAP::CustomerSearch][Line:380]: Sizelimit exceeded Feb 26 10:23:03 cmdbsrv OTRS-CGI-90[7445]: [Error][Kernel::System::CustomerUser::LDAP::CustomerSearch][Line:380]: Sizelimit exceeded Feb 26 10:23:05 cmdbsrv OTRS-CGI-90[7444]: [Error][Kernel::System::CustomerUser::LDAP::CustomerSearch][Line:380]: Sizelimit exceeded Feb 26 10:23:05 cmdbsrv OTRS-CGI-90[7444]: [Error][Kernel::System::CustomerUser::LDAP::CustomerSearch][Line:380]: Sizelimit exceeded CustomerUserSearchListLimit parameter is 250, I have increased to 5000 and nothing happens... ;( El Miércoles 26 de febrero de 2014 10:20, Sune T. Tougaard <stt(a)lyngsoesystems.com> escribió: Without being entirely sure of what you experience, could this perhaps be an issue: CustomerUserSearchListLimit => 1, Try increasing that. -- /S From:otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of iga3725(a)yahoo.com Sent: 26. februar 2014 09:53 To: OTRS. User questions and discussions about Subject: [otrs] Sizelimit exceeded error after configure Otrs with LDAP backend. Hi, We have setup otrs 3.3.2 to use a LDAP backend. For this we have added this part to Kernel/Config.pm file: ############################ LDAP ######################### # CustomerUser # (customer ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP Lookup', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'domain.net', # ldap base dn BaseDN => 'OU=domain,DC=domain,DC=net', # 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=Israel Garcia Alvarez,OU=Sist,OU=Usuaris Roureda,OU=domain,DC=domain,DC=net', UserPw => 'Password', # 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 => '(objectclass=user)', # 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 => 'uid', # customer # CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['uid', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 1, 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', 'uid', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'mail', 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 ], ], }; ################ LDAP AUTH ##################### But when we access Customer web page ( See image attached) we see this error on Otrs's log: Feb 26 09:32:08 cmdbsrv OTRS-CGI-90[9463]: [Error][Kernel::System::CustomerUser::LDAP::CustomerSearch][Line:380]: Sizelimit exceeded Feb 26 09:32:08 cmdbsrv OTRS-CGI-90[9463]: [Error][Kernel::System::CustomerUser::LDAP::CustomerSearch][Line:380]: Sizelimit exceeded Feb 26 09:32:11 cmdbsrv OTRS-CGI-90[7443]: [Error][Kernel::System::CustomerUser::LDAP::CustomerSearch][Line:380]: Sizelimit exceeded Feb 26 09:32:11 cmdbsrv OTRS-CGI-90[7443]: [Error][Kernel::System::CustomerUser::LDAP::CustomerSearch][Line:380]: Sizelimit exceeded Does any of you have any idea why? Thanks much! --------------------------------------------------------------------- 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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Sizelimit exceeded error after configure Otrs with LDAP backend.
by iga3725＠yahoo.com 26 Feb '14

26 Feb '14

Hi, We have setup otrs 3.3.2 to use a LDAP backend. For this we have added this part to Kernel/Config.pm file: ############################ LDAP ######################### # CustomerUser # (customer ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP Lookup', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'domain.net', # ldap base dn BaseDN => 'OU=domain,DC=domain,DC=net', # 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=Israel Garcia Alvarez,OU=Sist,OU=Usuaris Roureda,OU=domain,DC=domain,DC=net', UserPw => 'Password', # 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 => '(objectclass=user)', # 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 => 'uid', # customer # CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['uid', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 1, 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', 'uid', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'mail', 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 ], ], }; ################ LDAP AUTH ##################### But when we access Customer web page ( See image attached) we see this error on Otrs's log: Feb 26 09:32:08 cmdbsrv OTRS-CGI-90[9463]: [Error][Kernel::System::CustomerUser::LDAP::CustomerSearch][Line:380]: Sizelimit exceeded Feb 26 09:32:08 cmdbsrv OTRS-CGI-90[9463]: [Error][Kernel::System::CustomerUser::LDAP::CustomerSearch][Line:380]: Sizelimit exceeded Feb 26 09:32:11 cmdbsrv OTRS-CGI-90[7443]: [Error][Kernel::System::CustomerUser::LDAP::CustomerSearch][Line:380]: Sizelimit exceeded Feb 26 09:32:11 cmdbsrv OTRS-CGI-90[7443]: [Error][Kernel::System::CustomerUser::LDAP::CustomerSearch][Line:380]: Sizelimit exceeded Does any of you have any idea why? Thanks much!

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