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Re: [otrs] Multiple LDAP agent backends
by Ruslan 23 Apr '10

23 Apr '10

It's gonna help but: Affter agent auth i need to asign role to agents according AD Group Membership... and there is something about 15 agent roles... --

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Re: [otrs] Multiple LDAP agent backends&In-Reply-To=<4BD16C7D.1000406@bnu.Fr
by Ruslan 23 Apr '10

23 Apr '10

It's gonna help but: Affter agent auth i need to asign role to agents according AD Group Membership... and there is something about 15 agent roles... --

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Significance of OTRS-Roles
by An Me 23 Apr '10

23 Apr '10

Hi All, I am learning the OTRS tool...still I am not understanding the use of 'roles' in the system. If we take the OTRS system there are 2 kinds of users - one the agents who will be answering the tickets & customer users who will bw making/sending these tickets....Can anybody tell the significance of 'roles' with a real life scenario..??? Regards, An

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customer users cant login
by Ryan Miguel 23 Apr '10

23 Apr '10

I am able to see customer users, search for them, add them to tickets and even send e-mails to them but they can't login through the customer.pl script. My settings are shown below. My config.pm . . . #Enable LDAP authentication for Customers a.k.a non-IT employees $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'server.domain.org'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=users,dc=domain,dc=org'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; #CustomerUser #(customer user database backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'server.domain.org', BaseDN => 'OU=staff,DC=domain,DC=org', SSCOPE => 'sub', UserDN =>'domain\otrsagent', UserPw => 'secret', }, # customer unique id CustomerKey => 'sAMAccountName', CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'mail'], CustomerUserSearchFields => ['sAMAccountName','givenname','sn' ], CustomerUserSearchPrefix => '*', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail', 'givenname', 'sn'], CustomerUserNameFields => ['cn', 'sn'], Map => [ # var,frontend,storage,shown,required,storage-type, http-link, readonly [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '',0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '',0], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var', '',0], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '',0], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '',0], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '',0], ], }; . . . sync-ldap2db . . . my $UidLDAP = 'domain\otrstest'; my $UidDB = 'otrs'; my %Map = ( # db => ldap email => 'mail', customer_id => 'mail', first_name => 'givenname', last_name => 'sn', pw => 'test', ); my $LDAPHost = 'server.domain.org'; my %LDAPParams = (); my $LDAPBaseDN = 'ou=staff,dc=rcskids,dc=org'; my $LDAPBindDN = 'domain\otrstest'; my $LDAPBindPW = 'secret'; my $LDAPScope = 'sub'; my $LDAPCharset = 'utf-8'; #my $LDAPFilter = ''; my $LDAPFilter = '(ObjectClass=*)'; my $DBCharset = 'iso-8859-1'; my $DBTable = 'customer_user'; . . . Thanks, Ryan ______________________________________________________________________ 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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Multiple LDAP agent backends
by Ruslan 23 Apr '10

23 Apr '10

Hello every one. I completely stuck with multiple agent backend. =/ We have two different departments in one domain: DOMAIN.RU All agents of our domain members of: otrs_allow_agent (CN=otrs_allow_Agent, OU=IT, OU=City1, DC=domain, DC=ru) Agents from 1st department located in: OU=Users, OU=IT, OU=City1, DC=domain, DC=ru'; Agents from 2st department located in: OU=Users, OU=IT, OU=City2, DC=domain, DC=ru'; User for reading data from AD: CN=otrs, OU=Users, OU=IT, OU=City1, DC=domain, DC=ru'; With password "anypassword" This user have permission to read both OU in our domain Here is part of my config.pm ########### LDAP Agent Backend 1 ########### $Self->{'AuthModule1'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host1'} = 'dc.domain.ru'; $Self->{'AuthModule::LDAP::BaseDN1'} = 'OU=Users, OU=IT, OU=City1, DC=domain, DC=ru'; $Self->{'AuthModule::LDAP::UID1'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::GroupDN1'} = 'CN=otrs_allow_Agent, OU=IT, OU=City1, DC=domain, DC=ru'; $Self->{'AuthModule::LDAP::AccessAttr1'} = 'member'; $Self->{'AuthModule::LDAP::SearchUserDN1'} = 'CN=otrs, OU=Users, OU=IT, OU=City1, DC=domain, DC=ru'; $Self->{'AuthModule::LDAP::SearchUserPw1'} = 'anypassword'; ########### LDAP Agent Backend 2 ########### $Self->{'AuthModule2'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host2'} = 'dc.domain.ru'; $Self->{'AuthModule::LDAP::BaseDN2'} = 'OU=Users, OU=IT, OU=City2, DC=domain, DC=ru'; $Self->{'AuthModule::LDAP::UID2'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::GroupDN2'} = 'CN=otrs_allow_Agent, OU=IT, OU=City1, DC=domain, DC=ru'; $Self->{'AuthModule::LDAP::SearchUserDN2'} = 'CN=otrs, OU=Users, OU=IT, OU=City1, DC=domain, DC=ru'; $Self->{'AuthModule::LDAP::SearchUserPw2'} = 'anypassword'; # Sync DB # $Self->{'AuthSyncModule1'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host1'} = 'dc.domain.ru'; $Self->{'AuthSyncModule::LDAP::BaseDN1'} = 'OU=Users, OU=IT, OU=City1, DC=domain, DC=ru'; $Self->{'AuthSyncModule::LDAP::UID1'} = 'sAMAccountName'; $Self->{'AuthSyncModule::LDAP::SearchUserDN1'} = 'CN=otrs_allow_Agent, OU=IT, OU=City1, DC=domain, DC=ru'; $Self->{'AuthSyncModule::LDAP::SearchUserPw1'} = 'anypassword'; $Self->{'AuthSyncModule::LDAP::UserSyncMap1'} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; $Self->{'AuthSyncModule2'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host2'} = 'dc.domain.ru'; $Self->{'AuthSyncModule::LDAP::BaseDN2'} = 'OU=Users, OU=IT, OU=City2, DC=domain, DC=ru'; $Self->{'AuthSyncModule::LDAP::UID2'} = 'sAMAccountName'; $Self->{'AuthSyncModule::LDAP::SearchUserDN2'} = 'CN=otrs_allow_Agent, OU=IT, OU=City1, DC=domain, DC=ru'; $Self->{'AuthSyncModule::LDAP::SearchUserPw2'} = 'anypassword'; $Self->{'AuthSyncModule::LDAP::UserSyncMap2'} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; And now: Users from both OU Authenticating in LDAP successfully! Users from OU=Users, OU=IT, OU=City1, DC=domain, DC=ru Successfully syncing and can login to OTRS system. Users from OU=Users, OU=IT, OU=City2, DC=domain, DC=ru getting error message: Panic, user authenticated but no user data can be found in OTRS DB!! Perhaps the user is invalid. Here is message from log file, with my comments, after user Login attempt: Its OK. AuthModule1 trying to find User in wrong OU MY-OTRS OTRS-CGI-10[1353]: [Notice][Kernel::System::Auth::LDAP::Auth] User: Admin2 authentication failed, no LDAP entry found!BaseDN='OU=Users, OU=IT, OU=City1, DC=domain, DC=ru', Filter='(sAMAccountName=Admin2)', (REMOTE_ADDR: x.x.x.x). Its OK. AuthModule2 trying to find User correct OU. Authentication ok MY-OTRS OTRS-CGI-10[1353]: [Notice][Kernel::System::Auth::LDAP::Auth] User: Admin2 (CN=Admin2,OU=Users, OU=IT, OU=City2, DC=domain, DC=ru') authentication ok (REMOTE_ADDR: x.x.x.x). Hm...AuthSyncModule1 trying to Sync user, but its wrong OU MY-OTRS OTRS-CGI-10[1353]: [Notice][Kernel::System::Auth::Sync::LDAP::Sync] User: Admin2 sync failed, no LDAP entry found!BaseDN='OU=Users, OU=IT, OU=City1, DC=domain, DC=ru'', Filter='(sAMAccountName=Admin2)', (REMOTE_ADDR: x.x.x.x). And F@#KING V'oila!!!! Where is the second attempt to sync user???? With AuthSyncModule2 I'm just getting this: MY-OTRS OTRS-CGI-10[1353]: [Notice][Kernel::System::User::GetUserData] Panic! No UserData for user: Admin2'!!! MY-OTRS OTRS-CGI-10[1353]: [Notice][Kernel::System::User::GetUserData] Panic! No UserData for user: 'Admin2'!!! What wrong with me? T_T Any suggestions? Or Config.pm examples with multiple LDAP Auth and Sync. I am in despair.

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Switch to MySQL leads to acute and raging unhappiness
by Henry C. 23 Apr '10

23 Apr '10

Greetings, We had an old 2.0.x otrs setup running relatively smoothly (if slow since the DB was huge) with PostgreSQL for many years. The decision was made to switch to MySQL and start afresh with the latest otrs - the idea being to be as standard as possible to avoid problems, etc. Anywho, most things seem fine and dandy, except random SQL problems when replying/adding notes/etc. The error will typically be something like: ------------------------------------ Error: MySQL server has gone away, SQL: 'INSERT INTO article_plain (article_[..] Traceback: ERROR: OTRS-CGI-22 Perl: 5.8.8 OS: linux Time: Fri Apr 23 10:32:32 2010 Message: MySQL server has gone away, SQL: 'INSERT INTO article_plain (article_id, body, create_time, create_by, change_time, change_by) VALUES (?, ?, current_timestamp, ?, current_timestamp, ?)' Traceback (18328): Module: Kernel::System::Ticket::ArticleStorageDB::ArticleWritePlain (v1.68) Line: 213 Module: Kernel::System::Ticket::Article::ArticleSend (v1.232.2.1) Line: 2040 Module: Kernel::Modules::AgentTicketForward::SendEmail (v1.54.2.2) Line: 624 Module: Kernel::Modules::AgentTicketForward::Run (v1.54.2.2) Line: 88 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 ------------------------------------ The email (eg) to a customer will be sent, the note/article will be added to the database, but these irritating error messages will pop up randomly. Does anyone know what the hell this is all about? Alternatively, please direct me to the relevant log files which might help me figure out what I've done wrong. Thanks Henry

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Join me on Facebook
by Nils Leideck - ITSM 22 Apr '10

22 Apr '10

If you are a Facebook junky you might be interested in the OTRS group http://www.facebook.com/group.php?gid=327550936731 ;-) Cheers, Nils -- Nils Leideck Senior Consultant nils.leideck(a)leidex.net nils.leideck(a)otrs.com http://webint.cryptonode.de / a Fractal project

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OTRS User Forums.
by Shawn Beasley 22 Apr '10

22 Apr '10

Dear Users, For all that have not already seen the news, OTRS now has international user forums available at http://forums.otrs.org/ or via http://www.otrs.org/ under Get involved -> User Forums. We hope to see you all there very soon! -- Shawn Beasley shawn(a)otrs.org Computers make work, not had without them, go faster!

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Configuration Error in Config.pm / Microsoft AD Integration
by Martin, Michael 22 Apr '10

22 Apr '10

Hello. I'm getting a config error when trying to start OTRS. It's my understanding I do not need any Filters, noted in the config below. I've taken my config from: http://wiki.otrs-forum.de/index.php?title=Using_OTRS_with_Microsoft_Acti ve_Directory (Thank You to Michiel Beijen) Error: [root@server Kernel]# service otrs restart Shutting down OTRS Disable /opt/otrs/bin/PostMaster.pl ... done. Shutting down cronjobs ... no crontab for otrs failed! Starting OTRS.. Checking httpd ... done. Checking MySQL ... done. Checking database connect... syntax error at /opt/otrs/Kernel/Config.pm line 90, near "= ;" BEGIN not safe after errors--compilation aborted at /opt/otrs/Kernel/Config.pm line 130. Compilation failed in require at /opt/otrs/bin/CheckDB.pl line 38. BEGIN failed--compilation aborted at /opt/otrs/bin/CheckDB.pl line 38. Error! May your database isn't configured yet? Try the web installer to configure your database: -->> http://.com/otrs/installer.pl <<-- or configure your database with README.database (DB - Setup Example) Line 90 in my Config.pm: $Self->{'AuthModule::LDAP::AlwaysFilter'} = ; Any suggestions would be greatly appreciated! /MM Michael Martin Systems Administrator, Local Government Division Tyler Technologies, Inc. P: 800-646-2633 F: 806-797-4849 www.tylertech.com

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Ticket Type on Email Ticket
by James, Michael 22 Apr '10

22 Apr '10

Hello All, 1) On AgentTicketPhone, we would like to control the available Ticket Types based on the chosen Queue (To) field. Although the Ticket Type is the first field chosen when creating an Email Ticket, is it still possible via an ACL to alter the entries in the drop down box? 2) Maybe it would be better for us to re-position the Type field to appear after the Queue (To) field. My question is where could that be configured? Many thanks Mike James Mike James Netzbetrieb - Broadband Unitymedia Group Michael Schumacher-Str. 1 50170 Kerpen, Germany www.unitymedia.de <http://www.unitymedia.de> Unitymedia NRW GmbH Handelsregister: Amtsgericht Köln HRB 55984 Geschäftsführer: W. Gene Musselman, Dr. Herbert Leifker, Joachim Grendel

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