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Customizing AccessKeys in OTRS 3.3?
by Martin Møller 24 Nov '13

24 Nov '13

Hello again! OTRS 3.3 is now runnning production here and I like what I see and have mostly got it custom fitted to our needs, but there are a few things I have trouble getting to work: 1) I would like to have an AccessKey for the fulltext search, or even just the search profile popup. It looks like Hotkey+s is already defined in the Ticket submenu, but it doesn't seem to do anything. It also happens to be defined in the FAQ submenu, so possibly they confuse one another? (UPDATE: Indeed that was the case, after changing the keys for the FAQ module, Hotkey+s now works for the ticket search! Yippie! It needed to be changed in FAQ > Frontend::Agent::ModuleRegistration) There seems to be a lot of access keys that are waaay overloaded and thus mostly don't work. The Customer 'Tab' has the access key 'c' bound to every entry and also doesn't work for me in that configuration. Those can be redefined here: Framework -> Frontend::Admin::ModuleRegistration and here: Framework -> Frontend::Agent::ModuleRegistration There are similar issues with the two Responsible icons and the two AgentTicketLockedView icons. The first two both have 'r' selected, the other two both have 'k' selected. Both the phone and the mail icon by default have 'l' (lower L) chosen and thus also don't do anything. But Hotkey+m works for creating a new ticket, as defined in the Ticket menu. Okay, so I managed to talk myself through that part. Incidentally, I have assigned mostly numbers to the duplicates. I might considder setting some of them blank for our purposes... Some of this may only show up for me because my user has administrative rights, but I do think a look at the default access keys for the official addon modules would be good so that the default keys, to the greatest extent possible, doesn't override each other. If they can dynamically overload in an open submenu, then that is great, but that doesn't seem to be the case right now... I would still like to know if you can bind an access key to the fulltext search-field. I suppose it would be a javascript trigger..? I also seemingly had to change my CustomerCompanyKey from the VAT number of the company to the companies name in order for the searches under Customers (Kunder) to yield results or indeed for the filter in the Dashboard to return anything after selecting a value. Not quite sure why that is, but hey, now it works - I just see the company name twice... I guess that leaves (for the moment) just this question: Can I add custom fields to the dashboard and to the ticketzoom view? On the dashboard, I would like to be able to show the date of the ticket creation in stead of Age, at least optionally - similar the the Changed field. I tried putting Created in by hand in SysConfig, but that didn't seem to work... Ticket -> Frontend::Agent::Dashboard That used to work in 2.4 in the .dtl-files, but I guess the rules are a bit different now. In the TicketZoom view, I would like to show a column of how much time was spent on a given reply. Right now, all I can see without turning to SQL queries is the total amount of time used, but not how it is spread across the replies. I know the field is there in time_accounting, but I can't quite figure out how to get it shown in the Zoom view... I realize this might require .dtl-editing at this stage, but what would the field be called in a way that I can access? Apart from those little nitpicks, OTRS 3.3 is AWESOME! Med venlig hilsen / Kind regards Martin Møller Konsulent / Consultant CLA, CLP, CLE, LPI1, RHCT Mobil +45 61 61 69 56 IT Quality A/S København +45 70 222 444 www.itq.dk Nyhedsbrev - Tilmeld ( http://www.itq.dk/index.php?id=51&L=0)

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LDAP stopped finding users
by Matthew M. Mosteller 22 Nov '13

22 Nov '13

I had LDAP (openLDAP) working for a few weeks and now it suddenly decided to stop working. Since the server is not live I have anonymous searches allowed. I am now getting an error of: [Thu Nov 21 16:27:30 2013][Notice][Kernel::System::Auth::LDAP::Auth] User: otrsAdmin(a)shinesystech.com authentication failed, no LDAP entry found!BaseDN='dc=shinesystech,dc=com', Filter='(uid=otrsAdmin(a)shinesystech.com)', (REMOTE_ADDR: 192.168.2.128). None of the Config.pm settings have been changed and I have not messed with the ldap config, so it's very strange. Any ideas on how I can best fix/debug this problem? - Matt

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Re: [otrs] Svar: Re: LDAP stopped finding users
by Matthew M. Mosteller 22 Nov '13

22 Nov '13

I have some progress now. Users are supposed to log in with their email addresses, which again was working before. When I remove the '@' symbol from the uid it works perfectly. So that has to be a back end problem right? -Matt ----- Original Message ----- From: "Gerald Young" <crythias(a)gmail.com> To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Sent: Friday, November 22, 2013 10:13:27 AM Subject: Re: [otrs] Svar: Re: LDAP stopped finding users My suggestion is to use the documentation of Net::LDAP to create a test perl file connection ... if it works, OTRS should work, too. if it works (based upon the filter OTRS log provides) and OTRS does not, from the same machine, there's not much that can be said except to determine how the params you've provided in the stand alone perl program aren't accurately reflected in Config.pm On Fri, Nov 22, 2013 at 9:57 AM, Matthew M. Mosteller < mmosteller(a)shinesandt.com > wrote: There should be no restrictions as this is not live and I am the only one logging in, which worked before. By adding the AD server to the workstation list do you mean a DNS entry? -Matt From: "Alvaro Cordero" < alvaro(a)gridshield.net > To: "User questions and discussions about OTRS." < otrs(a)otrs.org > Sent: Friday, November 22, 2013 9:42:09 AM Subject: Re: [otrs] Svar: Re: LDAP stopped finding users Matt, is it possible that the user has a workstation logon restriction? It happened to us that even if the user was in the DB and the authentication was ok, with that restriction users couldn't be logged on. If that's the case you need to add the AD server into the workstation list, when the user is registered then you can remove it. Regards 2013/11/22 Matthew M. Mosteller < mmosteller(a)shinesandt.com > <blockquote> > no ldap entry found means that the ldap server is unable to find an > entry in ldap for the given uid. The uid not existing definitely isn't the problem with my requests as I am copy/pasting from the ldap backend for that. I also tried removing and re-adding the user to the database just in case but that didn't work either. -Matt From: "Gerald Young" < crythias(a)gmail.com > To: "User questions and discussions about OTRS." < otrs(a)otrs.org > Sent: Friday, November 22, 2013 9:04:50 AM Subject: Re: [otrs] Svar: Re: LDAP stopped finding users Filter='(&(cn=ulh)(mail=*)) means ulh is a common name and has an email address in ldap. On Fri, Nov 22, 2013 at 9:01 AM, Martin Møller < mmo(a)itq.dk > wrote: > I'm seeing the same thing with at least one use here. > > I can log in just fine, as well as a few others, but one user who has tried, > gets this error. > I have checked all the attributes - they are fine. No different from the > rest of us. > It's the same LDAP backend as before. > On the OTRS 3.2 system, he can log in. On the 3.3 system, he cannot. > User: ulh authentication failed, no LDAP entry found!BaseDN='ou=KBH,o=ITQ', > Filter='(&(cn=ulh)(mail=*)) > User: mmo (cn=mmo,ou=KBH,o=ITQ) authentication ok > > Very strange, from my point of view.. :) > > /Martin. > >>>> Gerald Young < crythias(a)gmail.com > 22. november 2013 00:59 >>> > no ldap entry found means that the ldap server is unable to find an > entry in ldap for the given uid. > > > > On Thu, Nov 21, 2013 at 4:38 PM, Matthew M. Mosteller > < mmosteller(a)shinesandt.com > wrote: >> I had LDAP (openLDAP) working for a few weeks and now it suddenly decided >> to >> stop working. Since the server is not live I have anonymous searches >> allowed. I am now getting an error of: >> >> [Thu Nov 21 16:27:30 2013][Notice][Kernel::System::Auth::LDAP::Auth] User: >> otrsAdmin(a)shinesystech.com authentication failed, no LDAP entry >> found!BaseDN='dc=shinesystech,dc=com', >> Filter='(uid= otrsAdmin(a)shinesystech.com )', (REMOTE_ADDR: 192.168.2.128). >> >> None of the Config.pm settings have been changed and I have not messed >> with >> the ldap config, so it's very strange. >> >> Any ideas on how I can best fix/debug this problem? >> >> >> -Matt >> >> --------------------------------------------------------------------- >> 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 --------------------------------------------------------------------- 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 -- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro(a)gridshield.net www.gridshield.net --------------------------------------------------------------------- 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 </blockquote> --------------------------------------------------------------------- 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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Re: [otrs] Svar: Re: LDAP stopped finding users
by Matthew M. Mosteller 22 Nov '13

22 Nov '13

There should be no restrictions as this is not live and I am the only one logging in, which worked before. By adding the AD server to the workstation list do you mean a DNS entry? -Matt ----- Original Message ----- From: "Alvaro Cordero" <alvaro(a)gridshield.net> To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Sent: Friday, November 22, 2013 9:42:09 AM Subject: Re: [otrs] Svar: Re: LDAP stopped finding users Matt, is it possible that the user has a workstation logon restriction? It happened to us that even if the user was in the DB and the authentication was ok, with that restriction users couldn't be logged on. If that's the case you need to add the AD server into the workstation list, when the user is registered then you can remove it. Regards 2013/11/22 Matthew M. Mosteller < mmosteller(a)shinesandt.com > > no ldap entry found means that the ldap server is unable to find an > entry in ldap for the given uid. The uid not existing definitely isn't the problem with my requests as I am copy/pasting from the ldap backend for that. I also tried removing and re-adding the user to the database just in case but that didn't work either. -Matt From: "Gerald Young" < crythias(a)gmail.com > To: "User questions and discussions about OTRS." < otrs(a)otrs.org > Sent: Friday, November 22, 2013 9:04:50 AM Subject: Re: [otrs] Svar: Re: LDAP stopped finding users Filter='(&(cn=ulh)(mail=*)) means ulh is a common name and has an email address in ldap. On Fri, Nov 22, 2013 at 9:01 AM, Martin Møller < mmo(a)itq.dk > wrote: > I'm seeing the same thing with at least one use here. > > I can log in just fine, as well as a few others, but one user who has tried, > gets this error. > I have checked all the attributes - they are fine. No different from the > rest of us. > It's the same LDAP backend as before. > On the OTRS 3.2 system, he can log in. On the 3.3 system, he cannot. > User: ulh authentication failed, no LDAP entry found!BaseDN='ou=KBH,o=ITQ', > Filter='(&(cn=ulh)(mail=*)) > User: mmo (cn=mmo,ou=KBH,o=ITQ) authentication ok > > Very strange, from my point of view.. :) > > /Martin. > >>>> Gerald Young < crythias(a)gmail.com > 22. november 2013 00:59 >>> > no ldap entry found means that the ldap server is unable to find an > entry in ldap for the given uid. > > > > On Thu, Nov 21, 2013 at 4:38 PM, Matthew M. Mosteller > < mmosteller(a)shinesandt.com > wrote: >> I had LDAP (openLDAP) working for a few weeks and now it suddenly decided >> to >> stop working. Since the server is not live I have anonymous searches >> allowed. I am now getting an error of: >> >> [Thu Nov 21 16:27:30 2013][Notice][Kernel::System::Auth::LDAP::Auth] User: >> otrsAdmin(a)shinesystech.com authentication failed, no LDAP entry >> found!BaseDN='dc=shinesystech,dc=com', >> Filter='(uid= otrsAdmin(a)shinesystech.com )', (REMOTE_ADDR: 192.168.2.128). >> >> None of the Config.pm settings have been changed and I have not messed >> with >> the ldap config, so it's very strange. >> >> Any ideas on how I can best fix/debug this problem? >> >> >> -Matt >> >> --------------------------------------------------------------------- >> 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 --------------------------------------------------------------------- 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 -- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro(a)gridshield.net www.gridshield.net --------------------------------------------------------------------- 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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Re: [otrs] Svar: Re: LDAP stopped finding users
by Matthew M. Mosteller 22 Nov '13

22 Nov '13

> no ldap entry found means that the ldap server is unable to find an > entry in ldap for the given uid. The uid not existing definitely isn't the problem with my requests as I am copy/pasting from the ldap backend for that. I also tried removing and re-adding the user to the database just in case but that didn't work either. -Matt ----- Original Message ----- From: "Gerald Young" <crythias(a)gmail.com> To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Sent: Friday, November 22, 2013 9:04:50 AM Subject: Re: [otrs] Svar: Re: LDAP stopped finding users Filter='(&(cn=ulh)(mail=*)) means ulh is a common name and has an email address in ldap. On Fri, Nov 22, 2013 at 9:01 AM, Martin Møller <mmo(a)itq.dk> wrote: > I'm seeing the same thing with at least one use here. > > I can log in just fine, as well as a few others, but one user who has tried, > gets this error. > I have checked all the attributes - they are fine. No different from the > rest of us. > It's the same LDAP backend as before. > On the OTRS 3.2 system, he can log in. On the 3.3 system, he cannot. > User: ulh authentication failed, no LDAP entry found!BaseDN='ou=KBH,o=ITQ', > Filter='(&(cn=ulh)(mail=*)) > User: mmo (cn=mmo,ou=KBH,o=ITQ) authentication ok > > Very strange, from my point of view.. :) > > /Martin. > >>>> Gerald Young <crythias(a)gmail.com> 22. november 2013 00:59 >>> > no ldap entry found means that the ldap server is unable to find an > entry in ldap for the given uid. > > > > On Thu, Nov 21, 2013 at 4:38 PM, Matthew M. Mosteller > <mmosteller(a)shinesandt.com> wrote: >> I had LDAP (openLDAP) working for a few weeks and now it suddenly decided >> to >> stop working. Since the server is not live I have anonymous searches >> allowed. I am now getting an error of: >> >> [Thu Nov 21 16:27:30 2013][Notice][Kernel::System::Auth::LDAP::Auth] User: >> otrsAdmin(a)shinesystech.com authentication failed, no LDAP entry >> found!BaseDN='dc=shinesystech,dc=com', >> Filter='(uid=otrsAdmin(a)shinesystech.com)', (REMOTE_ADDR: 192.168.2.128). >> >> None of the Config.pm settings have been changed and I have not messed >> with >> the ldap config, so it's very strange. >> >> Any ideas on how I can best fix/debug this problem? >> >> >> -Matt >> >> --------------------------------------------------------------------- >> 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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ACL issue to display services related with some queue
by Antonio Sarmiento 22 Nov '13

22 Nov '13

Hi, I need display the corresponding services for some groups of queues and for other queues display other queues I wrote this acl scripts $Self->{TicketAcl}->{'Only-SAP-Services-for-SAP-abcde'} = { # match properties Properties => { Queue => { Name => ['[RegExp]MesaAyuda::SAP abcde'], } }, # return possible options Possible => { # possible ticket options Ticket => { Service => ['SAP::OPERA','SAP::ADMI'], }, }, }; $Self->{TicketAcl}->{'aaNOT-SAP-Services-for-NOT-SAP-QUEUES'} = { # match properties Properties => { Queue => { Name => ['[RegExp][^(MesaAyuda::SAP)]'], } }, # return possible options #Possible => { PossibleNot => { # possible ticket options Ticket => { Service => ['SAP::OPERA','SAP::ADMI','SAP::PACK','SAP::BOD','SAP::FRI'], }, }, }; The first step, work fine when it is alone, and show the right service for the sap queue. But when I added the second step to hide sap services for not sap queues, it begun to fail, because it´s only displaying not sap service in all case, when i choose sap queue or not sap queue I choose this way, because the not sap services are more than 40. Somebody could help me I appreciate your help Best regards Antonio

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Question to outgoing mails and MIME headers
by Jan.Dreyer＠bertelsmann.de 20 Nov '13

20 Nov '13

Hi @ll, some customers noted that they are missing attachments we sent from one of our OTRS instances (3.2.10). Further investigation showed that the mime headers are looking strange (beside the fact that the destination exchange server changed them). The mail is defined as -- Content-Type: multipart/related; boundary="----------=_1384847952-14819-1" -- Which is wrong to my eyes. "multipart/related" means that the sub MIME parts are actually related to each other, which is not true for any attachment in OTRS I can think of. Of course if I send several attachments, these could be related to each other, but a) OTRS could not know about it, and b) At least two parts (the plain and html body) don't belong to this maybe-"related" attachments Furthermore the "Content-Disposition" header for the attachment is set to "inline" - shouldn't that be "attachment"? Which attachment do you think of to show up inline? I'm not sure if one of these (or both) is the reason why the attachment doesn't show up at our customers (yes, there are several with this problem); I also don't know which client they use (our outlook shows the attachment). But either way I would like to have an explanation why these headers are choosen. EDIT: Just took a look into the source. Maybe this community or even the developer of OTRS are not the correct contact for this problem, as for MIME the perl module "MIME" is used. Anyway: someone here with an idea?! Regards Jan Dreyer PS: Oh my, no idea why I sent this mail to otrs-bounces first (yesterday). At least it goes to the correct recipients now. Sorry to the list-moderator for that.

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How to show source code in OTRS
by Ronny Bär 19 Nov '13

19 Nov '13

Hello OTRS comunity, I would like to use a kind of "Code Editor" in OTRS (specially in the FAQ-Module), so I can show source code with line numbering for different languages. I know there are different plugins for the CKEditor out there (PBCKCode for example). Is it possible to integrate such plugins in the CKEditor in OTRS? And when it's possible, how do I get this to work? I tried this: I downloaded the plugin and copied it in the plugin folder of the CKEditor. Then i adjusted the config.js file of the CKEditor. But the plugin isn't showned in OTRS. What did I wrong? I hope somebody can help me with my problem! Regards Ronny ------------------------------------------------------------------------------ OTRS ITSM: 3.2.9 Ubuntu 12.04.1 LTS Apache2/MySQL

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Customer Info in Queue View
by Nick Lapp 15 Nov '13

15 Nov '13

Is it possible to add additional customer information to the queue view in OTRS 3.3? For example, I have a customer field with the customer's phone number which shows up on ticket zoom but I would like to add the customer phone numbers as a column to the queue view. Thank you in advance for any assistance! I've done some web searches but haven't come up with anything so far. Nick

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How to configure OTRS to pickup status of services from OpenNMS
by Hrisheekesh Datye 15 Nov '13

15 Nov '13

Hello guys, We have an OpenNMS System Installed on the machine where we have OTRS 3.3 installed with all ITSM packages. So is there a way to configure the OTRS to pick up the services status from OpenNMS? If yes, how can I configure it? Thanks in advance. Thanks & Regards, Hrisheekesh Datye | Associate Manager - IMS Description: Description: Description: Description: Description: Description: Description: Description: Inline image 2 Ext: 3289 | DID: +91 20 6726 9928 | Cell: +91 98 5099 0992 <http://www.searce.com/> Searce | We identify better ways of doing things. _____ Disclaimer: This message as well as any attachment(s) are confidential and intended only for the named recipient(s). Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of this message without the prior written consent of duly authorized officers of Searce is strictly prohibited. Searce accepts no liability for the content of this Email and its attachment(s) if any (hereinafter collectively referred to as 'Email' for purposes of brevity), or for the consequences of any actions taken on the basis of the information provided, unless that information is subsequently confirmed in writing by a duly authorized officer of Searce. No employee or agent of Searce is authorized to conclude any binding agreement on behalf of Searce with another party by Email without express written confirmation by duly authorized officers of Searce. Any views or opinions presented in this Email are solely those of the author and do not necessarily represent those of Searce. If you have received this Email by error, please immediately notify the sender by replying to this Email and deleting the message including any attachment(s) from your system, and you are hereby notified that disclosing, copying, distributing, retaining a copy of the Email or taking any action in reliance on the contents of this information is strictly prohibited. Email transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of Email transmission. Although the company has taken reasonable precautions to ensure no viruses are present in this Email, the company cannot accept responsibility for any loss or damage arising from the use of this Email or its contents. _____

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