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Consistent AJAX communication errors are ruining my experience
by jose.salviati＠accenture.com 10 Aug '13

10 Aug '13

I love the potential of OTRS and want desperately to implement it at my current project but after installing it on no less than four different machines, over five different days, installing it using MySQL and Oracle, using the Windows, Suse Linux and Ubuntu versions and consistently getting "Error during AJAX communication" errors - I am ready to give up! I need some assistance! Now, to be fair, we never got far with the Oracle installation - even though I installed the DBD:Oracle Perl component the web installer never saw our Oracle database. The Linux attempts failed for reasons I can't recall now. I want this to work in Windows and it is there that I get the AJAX error! When I run CheckDB.pl I can see the dbase so I know its fine. I can create tickets but when I click an option that has to populate other fields (Like queue that populates Owner) they error pops up. It allows me to enter a few tickets without error, but the error always pops up after two or three tickets have been created! Any guidance is very, VERY appreciated! Thank you. Jose Jose Salviati [cid:image001.jpg@01CE94D9.6B897E30] <sip:Jose.Salviati@Accenture.com> Technology Consulting | Workplace Technology & Collaboration Direct Dial: (310) 726-2835 Mobile: (949) 829-1028 Email: Jose.Salviati(a)Accenture.com<mailto:Jose.Salviati@Accenture.com> ________________________________ 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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OTRS "Services" list
by Cavett Otis 07 Aug '13

07 Aug '13

I am just starting to get my OTRS system in place and would like to see lists of "Services" others have in their systems. We provide service and support for PC based digital X-Ray (CR) equipment. Thanks, Cavett Otis Silver Lining X-Ray Inc Corinth MS 38834 m 662-322-5083 o 877-287-6066

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Lock agent access to archived tickets
by Dion van Adrichem 07 Aug '13

07 Aug '13

Hi all, I have a system quite a lot of archived tickets by now. Currently it is possible access these tickets via the search-attribute or by typing in the ticketnr in the addressbar. Is it possible via ACL to block access to these tickets altogether? Or if that is not possible, at least block the archive search-attribute? Thanks in advance. Dion

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Adding a customer notification email
by Antonis Proimadis 07 Aug '13

07 Aug '13

Hi there can you let me know if the below is possible. Can when i add a customer email address to the system, that customer email to receive automatically a welcome message with login information? thanks and best regards

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Re: [otrs] "Authentication succeeded, but no customer record is
by Erik van Ast 06 Aug '13

06 Aug '13

Hi Alverom Thank you for replying. I have checked the config, but everything seems to be OK. Somehow I cannot save the config through sysconfig, but I can show you the config in config.pm (and it seems to be OK??) : # Begin customer authenticatie #Example 11-11. Customer user authentication against a LDAP backend # This is an example configuration for an LDAP auth. backend. # (make sure Net::LDAP is installed!) $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '192.168.1.2'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=Suzo, dc=int'; $Self->{'Customer::AuthModule::LDAP::UID'} = '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::GroupDN'} = 'CN=OTRS_Users,OU=Suzo NL,DC=Suzo,DC=int'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member'; # for ldap posixGroups objectclass (just uid) #$Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'UID'; # for non ldap posixGroups objectclass (full user dn) $Self->{'Customer::AuthModule::LDAP::UserAttr'} = '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::SearchUserDN'} = 'CN=OTRS,OU=IT Department,OU=Suzo NL,DC=Suzo,DC=int'; $Self->{'Customer::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)' # $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = ''; # in case you want to add a suffix to each customer login name, then # you can use this option. e. g. user just want to use user but # in your ldap directory exists user@domain. #$Self->{'Customer::AuthModule::LDAP::UserSuffix'} = '@domain.com'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'Customer::AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; # Einde voorbeeld 11.11 # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP Backend', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # # ldap host Host => '192.168.1.2', # # ldap base dn BaseDN => 'dc=Suzo, dc=int', # # 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=OTRS,OU=IT Department,OU=Suzo NL,DC=Suzo,DC=int', 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 => '(memberOf=CN=OTRS_Users,OU=Suzo NL,DC=Suzo,DC=int)', # # if both your frontend and your LDAP are unicode, use this: # SourceCharset => 'utf-8', # DestCharset => 'utf-8', # # if your frontend is e. g. iso-8859-1 and the charset of your # # ldap server is utf-8, use these options. # SourceCharset => 'utf-8', # DestCharset => 'iso-8859-1', # # die if backend can't work, e. g. can't connect to server # Die => 0, # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, # # customer uniq id CustomerKey => 'sAMAccountName', # # customer # CustomerID => 'company', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], # # show now own tickets in customer panel, CompanyTickets # CustomerUserExcludePrimaryCustomerID => 0, # # add a ldap filter for valid users (expert setting) # CustomerUserValidFilter => '(!(description=gesperrt))', # # admin can't change customer preferences # AdminSetPreferences => 0, # # cache time to live in sec. - cache any ldap queries # CacheTTL => 0, Map => [ # # note: Login, Email and CustomerID needed! # # 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', 'company', 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 ], ], }; # Einde customer authenticatie Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, _______________________________________________________________ Erik van Ast _______________________________________________________________ -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens otrs-request(a)otrs.org Verzonden: dinsdag 6 augustus 2013 9:37 Aan: otrs(a)otrs.org Onderwerp: otrs Digest, Vol 59, Issue 7 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: "Authentication succeeded, but no customer record is found in the customer backend" error using LDAP (Alvaro Cordero) ---------------------------------------------------------------------- Message: 1 Date: Mon, 5 Aug 2013 09:12:14 -0600 From: Alvaro Cordero <alvaro(a)gridshield.net> Subject: Re: [otrs] "Authentication succeeded, but no customer record is found in the customer backend" error using LDAP To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAKzf-ZMH3kXC301Fz0SLEWTDtU4qPNp_cT6gZNbtVGMWvHa1cg(a)mail.gmail.com> Content-Type: text/plain; charset="windows-1252" You have to check your LDAP configuration y Sysconfig. Look for LDAP and it will direct you to the FrontEnd::Customer::Auth, there you most likely have it pointing to the DB, also check all the related variables there. Regards Please visit our new ecommerce website http://eu.suzohapp.com And we need your opinion! Please rate your experience at http://eu.suzohapp.com/survey

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MSSQL, CS_OPT_TEXTSIZE failed and the solution mentioned in the CHANGELOG
by Johannes Scholz 06 Aug '13

06 Aug '13

Hello, I am using MSSQL as customer backend and I am getting the infamous CS_OPT_TEXTSIZE error. The CHANGELOG suggests to set the "Attribute => {}" option of the database backend, in order to prevent LongReadLen being set. This is what I did: Params => { # if you want to use an external database, add the # required settings DSN => 'DBI:Sybase:server=XXX; database=XXX', User => 'xxx', Password => 'xxx', Table => 'XXX', Attribute => {}, ... } Despite the "Attribute" var being set it seems to be ignored, as I am still getting a lot of "Setting of CS_OPT_TEXTSIZE failed. at /opt/otrs/Kernel/cpan-lib/Apache/DBI.pm line 319." errors. PRODUCT = OTRS VERSION = 3.1.2 BUILDDATE = Fri Mar 2 08:35:30 CET 2012 BUILDHOST = otrsbuild.otrs.com Compile-time settings (established with the "configure" script) Version: freetds v0.82 freetds.conf directory: /etc/freetds MS db-lib source compatibility: no Sybase binary compatibility: yes Thread safety: yes iconv library: yes TDS version: 4.2 iODBC: no unixodbc: yes The MSSQL server is 2008 R2, TDS protocol version is set to 8.0. Any ideas? Regards, Johannes Scholz

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"Authentication succeeded, but no customer record is found in the customer backend" error using LDAP
by Erik van Ast 05 Aug '13

05 Aug '13

Hi all, Last week I posted this question already but I thought it was related to another problem that is solved now.. The only major problem I still have is that new users (created in Active Directory less than 2 years ago) can't log in to OTRS as customers. I updated OTRS a couple of times and I didn't notice this problem before, so I don't know exactly which update caused this problem, but customers that used OTRS before are able to log on, but newer users can't. We use LDAP to sync the users with AD and seeing the error message (Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator.), LDAP seems to work fine, but somehow users are not put into the database, or am I wrong? Can someone help me out with this? Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, _______________________________________________________________ Erik van Ast (MCSE / MCSA Messaging) SUZO-HAPP GROUP | System Administrator Office: +31-(0)186-643333 | Fax: +31-(0)186-643377 Erik.van.Ast(a)suzohapp.nl <mailto:Erik.van.Ast@suzohapp.nl> | www.suzohapp.nl <http://www.suzohapp.nl/> _______________________________________________________________ Please visit our new ecommerce website http://eu.suzohapp.com And we need your opinion! Please rate your experience at http://eu.suzohapp.com/survey

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create masterslave master ticket via API and slaves via email (preferred)
by Rene Stoutjesdijk 04 Aug '13

04 Aug '13

Hello, we're working very happily with the masterslave module, the advanced optiosn are fine. This is working very fine via the web interface. However i would like to use it in the following manner: - via API create master ticket - via email create slave tickets I do have 2 challenges: 1) how should the API call (attributes) look like for creating the master ticket and get back the reference ID to be used in step2, at this moment we're using the app:otrs::create ticket (this is going fine for creating tickets) 2) what should be added in the mail header to identify that this slave ticket belongs to the in step 1 created master ticket we did some tests with macking master tickets via above mentioned perl module. When we include in the call for making the master: --DynamicField MasterSlave="New Master Ticket" It looks to be a fine master ticket When we include in the slave ticket generation: --DynamicField MasterSlave="SlaveOf:2013080410188 It also looks to be a fine slave Also when we look into the webinterface the master/slave ticket relationship looks fine However a few issues arise: 1) when we close or update the master tickets the slaves aren't updated Thx in advance for your reply.

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Re: [otrs] Customers are not being added automatically. Worked in previous versions, but not anymore after update. LDAP... (Update)
by Erik van Ast 02 Aug '13

02 Aug '13

Hi everyone, I have solved the problem of not being able to save anything in the "SysConfig" area by running the SetPermissions.pl command correctly. The problem with (new) customers not able to log on, still persists however. Older users on our network that have been there for many years can log on without a problem, but newer users that are member of the same group in Active Directory cannot log on and when they try they see the following message :" Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator." When I look in the System log, I also see the following (logging on with user FerryB): "No such user 'FerryB'!" and in the same second " CustomerUser: FerryB (CN=Ferry Bostelaar,OU=Verkoop,OU=Suzo NL,DC=Suzo,DC=int) authentication ok (REMOTE_ADDR: 192.168.1.125)."... So authentication is OK, but the user is unable to log on as customer... This is a problem since I upgraded OTRS a couple of times... Users that have been here for many years are able to log on, but this particular user is here less than a year and he is unable to log on... Who can help me out? Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, _______________________________________________________________ Erik van Ast _______________________________________________________________ -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens otrs-request(a)otrs.org Verzonden: vrijdag 2 augustus 2013 14:00 Aan: otrs(a)otrs.org Onderwerp: otrs Digest, Vol 59, Issue 2 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Add more "Ticket Information" (Esteban Monge) 2. Re: Add more "Ticket Information" (Alvaro Cordero) 3. Re: Lock agent access to archived tickets (Gerald Young) 4. Customers are not being added automatically. Worked in previous versions, but not anymore after update. LDAP... (Erik van Ast) ---------------------------------------------------------------------- Message: 1 Date: Thu, 01 Aug 2013 08:43:38 -0600 From: Esteban Monge <esteban(a)nuevaeralatam.com> Subject: [otrs] Add more "Ticket Information" To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <51FA741A.2050300(a)nuevaeralatam.com> Content-Type: text/plain; charset=ISO-8859-1; format=flowed Hello folks I want to add more information to Ticket Information in Ticket Zoom, for example add a DynamicField, but I can't find information about that, "Googling" the information is old and deprecated. I have OTRS 3.1.x Regards ------------------------------ Message: 2 Date: Thu, 1 Aug 2013 09:18:10 -0600 From: Alvaro Cordero <alvaro(a)gridshield.net> Subject: Re: [otrs] Add more "Ticket Information" To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAKzf-ZML2Y9gu8_6Op9rKZFv=X+S_DoouDFm_RNCfLOTnZJ5bA(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" Hello Esteban, If you wan't to publish Dynamic Fields in Ticket Zoom look in Sysconfig for TicketZoom Ticket::Frontend::AgentTicketZoom###DynamicField There you can set your Dynamic Field Viewable. Also if you wan't to see them for example in the Queview Dashboard. Then you look for TicketOverview and in the corresponding section enable them. Ticket::Frontend::OverviewSmall###DynamicField 2013/8/1 Esteban Monge <esteban(a)nuevaeralatam.com> > Hello folks I want to add more information to Ticket Information in > Ticket Zoom, for example add a DynamicField, but I can't find > information about that, "Googling" the information is old and > deprecated. I have OTRS 3.1.x > > Regards > > > ------------------------------**------------------------------**------ > --- OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: > http://lists.otrs.org/**pipermail/otrs<http://lists.otrs.org/pipermail > /otrs> To unsubscribe: > http://lists.otrs.org/cgi-bin/**listinfo/otrs<http://lists.otrs.org/cg > i-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

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Customers are not being added automatically. Worked in previous versions, but not anymore after update. LDAP...
by Erik van Ast 02 Aug '13

02 Aug '13

Hi all, We have updated our OTRS version a couple of times and now I see that it works good, but I miss a lot of users in the "Customers" area. Customers should automatically be imported and we use an LDAP (Windows 2003 domain) connection for that... Nothing has changed in the config, but if I try to edit the "Frontend::Customer::Auth" and save it, I get the message below. Does it have something to do with it? We use OTRS version 3.2.9, running on OpenSUSE 11.2... Error Message: Can't write ConfigItem! Error details: Backend ERROR: OTRS-CGI-50 Perl: 5.10.0 OS: linux Time: Fri Aug 2 12:28:34 2013 Message: Can't write ConfigItem! RemoteAddress: 192.168.1.125 RequestURI: /otrs/index.pl Traceback (27947): Module: Kernel::Modules::AdminSysConfig::Run (OTRS 3.2.9) Line: 201 Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.2.9) Line: 863 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 41 Module: (eval) (v1.99) Line: 204 Module: ModPerl::RegistryCooker::run (v1.99) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, _______________________________________________________________ Erik van Ast Please visit our new ecommerce website http://eu.suzohapp.com And we need your opinion! Please rate your experience at http://eu.suzohapp.com/survey

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