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How to change TicketNr Syntax
by ml ml 03 May '10

03 May '10

Hello List, we use the default OTRS Ticket syntax. However, we run into problems when communicating with other OTRS systems. How can i change my Ticket Sytax savly without breakting the whole system? :-) Cheers, Mario

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Change Ticket State on Customer E-Mail Reply
by ml ml 03 May '10

03 May '10

Hello List, if i write a customer an e-mail and set the status to "pending..." and the customer replies...then the Ticket-State does not change and its still pending. I thought its the default behavior, that the state changes from pending to open in this case. If not....how can i accomplish this? Thanks, Mario

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SetPermissions on Solaris 10
by Michael Mayaka 03 May '10

03 May '10

Hi ALL, I recently shifted to Solaris 10 and using sun webstack and postgresql. All is running well except that am unable to correctly set permissions (Using SetPermissions.pl); what should I put as --web-user ? Rgds Michael

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Panic No user Data
by James Hoegl 02 May '10

02 May '10

Hello all, Im attempting to configure OTRS 2.4 "customers" with LDAP and I keep getting stopped at Panic No user data, or basically getting the data into the database. I was able to get the agents in no problem after I found the correct function call, but customers are giving me a huge problem. Ive tried all the various methods I have found on the net but none of them work. Im sure its a database mapping issue, but I cant figure it out. The OTRS database is the default setup. Any idea? Here is my config, both agent and customer. #::::::::::::::::::::: #:: For Agent AUth :: #::::::::::::::::::::: $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'server.domain.local'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=domain,dc=local'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=Ticket System,OU=IT,OU=groups,dc=domain,dc=local'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'Password'; # Cn 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'} = ''; #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->{'AuthModule::LDAP::GroupDN'} = 'cn=OTRS Admin,OU=IT,ou=groups,dc=domain,dc=local'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; # 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, }; #Agent LDAP to DB mapping $Self->{UserSyncLDAPMap} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; # AuthSyncModule::LDAP::UserSyncInitialGroups # (sync following group with rw permission after initial create of first agent # login) $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [ 'users', ]; ############### #Customers ############### $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'server.domain.local'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=domain,dc=local'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=Ticket System,OU=IT,OU=Groups,dc=domain,dc=local'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password'; # Cn 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'} = ''; #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 Corp,OU=Groups,DC=domain,DC=local'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member'; # 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, }; $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'server.domain.local', BaseDN => 'dc=domain,dc=local', SSCOPE => 'sub', }, CustomerKey => 'uid', CustomerID => 'mail', CustomerUserListFields => ['uid', 'cn', 'mail'], CustomerUserSearchFields => ['uid', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenName', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenName', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'uid', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], # [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], # [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], # [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; # UserSyncLDAPMap # (map if agent should create/synced from LDAP to DB after login) $Self->{UserSyncLDAPMap} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; # UserSyncLDAPGroups # (If "LDAP" was selected for AuthModule, you can specify # initial user groups for first login.) $Self->{UserSyncLDAPGroups} = [ 'users', ]; # UserTable $Self->{DatabaseUserTable} = 'customer_user'; $Self->{DatabaseUserTableUserID} = 'id'; $Self->{DatabaseUserTableUserPW} = 'pw'; $Self->{DatabaseUserTableUser} = 'login';

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Re: [otrs] customer users cant login
by Ryan Miguel 30 Apr '10

30 Apr '10

Guillaume, Thanks for the help; Your suggestions got me on the right track! This is what ended up working: #Enable LDAP authentication for Customers / Users $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'dc-gilroy-2.rcskids.org'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=rcskids,dc=org'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=OTRS Agent,cn=Users,dc=rcskids,dc=org'; #admin had given me the wrong info (I was using cn=otrsagent but when I checked w/ him again we verified that it was cn=OTRS Agent) $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password'; #CustomerUser #(customer user database backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'dc-gilroy-2.rcskids.org', BaseDN => 'OU=staff,DC=rcskids,DC=org', #not the same as above because our AD search user is not in the same OU as our staff SSCOPE => 'sub', UserDN =>'rcskids\otrsagent', # this works fine UserPw => 'Q2w3e4r5', }, ryan ------------------------------ Message: 4 Date: Fri, 30 Apr 2010 11:32:08 +0200 From: Guillaume Rehm <Guillaume.Rehm(a)bnu.Fr> Subject: Re: [otrs] customer users cant long in To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <4BDAA398.1030700(a)bnu.Fr> Content-Type: text/plain; charset="iso-8859-1"; Format="flowed" Hi, Find in attached file my modifications. Do a compare file to understand changes. Hope this help __________________ ______________________________________________________________________ This email has been scanned by the Rebekah Children's Services Email Security System. **** Confidentiality Notice ***** The information contained in this e-mail, and any attachment, is private and confidential and is the property of Rebekah Children's Services. The information is intended only for the use of the intended recipient. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution, or taking of any action in reliance on the contents of the information is strictly prohibited. If you have received this e-mail in error, please immediately notify the sender and destroy all copies of the original message. All reasonable precautions have been taken to ensure no viruses are present in this e-mail. We do not accept responsibility for any loss or damage arising from the use of this e-mail or attachments. We recommend that you subject these to your virus checking procedures prior to use. ______________________________________________________________________

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Loading settings for SysConfig via file ...
by Kiffin Gish 30 Apr '10

30 Apr '10

Could someone please point me to more detailed information about the load settings facility on the sysconfig page? I've scanned through the documentation, and although this is mentioned it is not explained enough so that I can understand it. This is handy for a customer specific package of settings that needs to take effect within OTRS, more specifically via calls to $Self->{ConfigObject}->Get('Module::Name::Thing'), etc. How does one get this to appear somewhere in the sysconfig page so that the customer can later edit it to fit his/her specific requirements. Thanks in advance, Kiffin -- Kiffin Gish <Kiffin.Gish(a)planet.nl> Gouda, The Netherlands

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auto-set responsible on e-mail tickets
by noclist＠sysmic.it 30 Apr '10

30 Apr '10

Hi we cannot find how to set a responsible on e-mail tickets, we need to set a different responsible based on the queue and email address. example: if the mail come to: support(a)example.com queue to "support" queue and set responsible to: "supportboss(a)example.com" tried with postmaster filters but no luck.... Thanks Marco

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Unable to change "empty answer".
by Jan Johansson 30 Apr '10

30 Apr '10

Hello! When i want to change the "empty answer" (or rather to see which tags the template uses), i select empty answer and click "change"; but the edit fields does not get populated. Any idea why? (2.4.7 Ubuntu Server)

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Having a brain fart
by Garren McKelvey 30 Apr '10

30 Apr '10

Hello great gurus of knowledge, I completely forgot how to do this and I'm hitting a wall when I try to remember. I want to create a new button at the top of the dashboard. Similar to Dashboard, Ticket, Calendar, etc. And I want to link the button to an external site. I have a custom icon I can use also. Does anyone know what file I have to edit to get that in? -Garren McKelvey Roomlinx Network Support Engineer 2150 West 6th Avenue, Suite H Broomfield, Colorado 80020 gmckelvey(a)roomlinx.com <mailto:gmckelvey@roomlinx.com> Phone: 303-544-1111 xt. 112 Fax: 303-544-1110 http://www.roomlinx.com <http://www.roomlinx.com/> Stock Symbol: RMLX "The information contained in this message may be privileged, confidential, and protected from disclosure. If you are not the intended recipient, or an employee, or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution, or copying of this communication is strictly prohibited. If you have received this communication in error, please notify us immediately by replying to the message and deleting from your computer. Opinions, conclusions, and other information in this message that do not relate to official Roomlinx business are those of the sender and are neither given nor endorsed by Roomlinx INC.".

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Regarding proxy settings
by An Me 30 Apr '10

30 Apr '10

Hi, I am trying to run otrs behind a proxy..I set the proxy settings in Core::Package frm Admin web interface.But then on restarting the apache nothing has changed.I checked the Config.pm file, the change is not reflected and no entry is there for proxy in it. Regards, An

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