- otrs - OTRS mailing lists

07 Apr '10

OTRS users; Have you ever experienced Video Mail? Visit www.mvtahmedabad.co.cc <http://www.mvtahmedabad.co.cc/> Regards, Rajil Davda www.mvtahmedabad.co.cc <http://www.mvtahmedabad.co.cc/>

1 0

Event based notification body not showing in ticket view
by David Holder 07 Apr '10

07 Apr '10

Hi Everyone, I have configured a event based notification like so to send an e-mail to the customer whenever I add a external note. I've configured it like so: *Recipient: *Customer *Event:* ArticleCreate *Article Type:* Note-External *Subject:* <OTRS_TICKET_Title> - Note added *Body:* <OTRS_CUSTOMER_REALNAME>, A note has been added to your ticket : Ticket Title : <OTRS_TICKET_Title> Ticket Number : <OTRS_TICKET_TicketNumber> <OTRS_AGENT_BODY[999]> Reply to this e-mail to add your own note to the ticket history. Regards, IT Now, when I add a note-external to a ticket and view it. I can see the event based notification being instigated and the subject field is populated like so: [Ticket#2010040710000031] Routing Issue - Note added This is as expected. However, the body simply contains the note content. Ticket Title : <OTRS_TICKET_Title> Ticket Number : <OTRS_TICKET_TicketNumber> do not appear in this view. However, the actual e-mail the customer receives is correctly formatted with the relevant information. Does anyone have any reason why this is happening? Thanks, David

1 0

Re: [otrs] SSO with Kernel::System::CustomerAuth::HTTPBasicAuth display Panic! No UserData!!! Error
by Erling Lothe 07 Apr '10

07 Apr '10

Hello again, I dont think that is possible in OTRS. We have allways added the user manually due to group setup and then let AD work as authentication. If you do some scripting you can loop trought the AD and then add the users to the mySQL user table in OTRS. Vennlig hilsen - Best regards - Saludos Cordiales Erling Lothe IT Consultant ----- Original Message ----- From: "Arnault Tovar" <arnault.tovar(a)pronatura.com> To: otrs(a)otrs.org Sent: Tuesday, April 6, 2010 3:15:07 PM Subject: [otrs] SSO with Kernel::System::CustomerAuth::HTTPBasicAuth display Panic! No UserData!!! Error Thank you Erling, How could I insert automatically email and name from AD to OTRS database ? ------------------------------------------ The user needs to be in the OTRS user database. It is important that the username in OTRS match the user in the AD. It will then authenticate with the username and password from the AD and not the OTRS but use the userinformation from OTRS. ( Email, name, groups e.t.c. ) ----- Original Message ----- From: "Arnault Tovar" <arnault.tovar at pronatura.com> To: otrs at otrs.org Sent: Tuesday, April 6, 2010 1:51:42 PM Subject: [otrs] SSO with Kernel::System::CustomerAuth::HTTPBasicAuth display Panic! No UserData!!! Error Hi everyone, I try to configure my OTRS customer interface with SSO Active Directory over Apache. My Apache authentification works with the sspi module and it looks great. My config.pm works fine with LDAP configuration with this configuration: $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'svr.xx.yy.com'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=xx,dc=yy,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=Helpdesk, OU=yy,DC=xx,DC=yy,DC=com'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'Glpi84@'; $Self->{'Customer::AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'svr.xx.yy.com', BaseDN => 'OU=yy,DC=xx,DC=yy,DC=com', SSCOPE => 'sub', UserDN =>'CN=Helpdesk,OU=yy,DC=xx,DC=yy,DC=com', UserPw => 'Glpi84@', #SourceCharset => 'iso-8859-1', #DestCharset => 'utf-8', }, # customer unique id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'sAMAccountName', #CustomerValid => 'valid_id', CustomerUserListFields => ['sAMAccountName', 'sn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'sn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], #['UserPassword', 'Password', 'pw', 0, 1, 'var'], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'sAMAccountName', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], #[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; But when I want to activate the HTTPBasicAuth because I want that my users login automatically with their windows authentication, it doesn't work. I have an error message in the login forms "Panic! No UserData!!!". I have this on my config.pm for HTTPBasicAuth : # This is an example configuration for an apache ($ENV{REMOTE_USER}) # auth. backend. Use it if you want to have a singe login through # apache http-basic-auth $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::HTTPBasicAuth'; # In case there is a leading domain in the REMOTE_USER, you can # replace it by the next config option. $Self->{'Customer::AuthModule::HTTPBasicAuth::Replace'} = 'terreor\\'; $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'svr.xx.yy.com', BaseDN => 'OU=yy,DC=xx,DC=yy,DC=com', SSCOPE => 'sub', UserDN =>'CN=Helpdesk,OU=yy,DC=xx,DC=yy,DC=com', UserPw => 'Glpi84@', #SourceCharset => 'iso-8859-1', #DestCharset => 'utf-8', }, # customer unique id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'sAMAccountName', #CustomerValid => 'valid_id', CustomerUserListFields => ['sAMAccountName', 'sn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'sn', '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', 'sAMAccountName', 1, 1, 'var' ], #['UserPassword', 'Password', 'pw', 0, 1, 'var'], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'sAMAccountName', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], #[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; I tried a lot of different config found on this mailing list but it doesn't work. Laouache --------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

3 3

Default Customer and User views
by Neil Grantham 07 Apr '10

07 Apr '10

Hi all To me, the Customer and User views seem to be 'alien', as 'Silver Springs' also found out earler. I would prefer to be able to see all the customers and all the users by default rather than searching for * Is it possible to change this default behaviour to the reverse and show them all? Maybe an enhancement request to toggle this in future? Thanks Neil

2 2

FAQ search function - only one-word searches work
by Gregory Heffron 07 Apr '10

07 Apr '10

Right now, if I enter more than one word in the search field in the FAQ, nothing is found. Is there anyway to make it a standard and/or search? Sorry if this is obvious. I can't seem to find it in the manual. Best, Greg

1 0

Notifications in message zoom view
by Jonathan Clarke 06 Apr '10

06 Apr '10

Hi, I've set up some custom notifications in my OTRS system, specifically to email an internal mailing list when one of my customers opens a new ticket. The content of the notification is some attributes (priority, service, etc) plus the body of the new ticket. However, these notification messages show up as a separate article in the message zoom view on customer's interface. This is quite superfluous, since the message only contains what's already in the ticket... How can I stop these messages from appearing there? I'm open to any solutions, including patching code. Thanks in advance for your suggestions! Jonathan -- ========================================== Jonathan Clarke ------------------------------------------ Normation 44 rue Cauchy - 94110 Arcueil - France ------------------------------------------ Tel: +33 (0)1 55 01 04 41 Mobile : +33 (0)6 99 60 03 10 ==========================================

1 1

Template with external parameters
by Gator SLP 06 Apr '10

06 Apr '10

Hello all, My company want to find an easy way to open a new ticket from an OTRS template using a single URL with embedded parameters? Any help much appreciated. Thanks Neil

2 1

otrs 2.4.3-2.4.7 - Toolbar set "FullSpell" doesn't exist
by Mikola Rose 06 Apr '10

06 Apr '10

Hi there; I am testing an upgrade to 2.4.7 but I have run into this problem on new Phone Ticket's. Are there any hints out there that would explain why I am getting this? Mik Rose | Director, IT - Support Services | PowerSoft Development Corp 1 (250) 642-0295 x23 http://www.power-soft.com <http://www.power-soft.com/> Live Support <https://secure.logmeinrescue.com/Customer/Download.aspx?EntryID=1509583 1> This e-mail may be privileged and/or confidential, and the sender does not waive any related rights and obligations. Any distribution, use or copying of this e-mail or the information it contains by other than an intended recipient is unauthorized. If you received this e-mail in error, please advise me (by return e-mail or otherwise) immediately.

1 0

Seperate Queue for each company
by Silver springs 06 Apr '10

06 Apr '10

Hi All, Please let me know if there is a way to associate companies and queue's. I have added 4 companies in OTRS by going to customer company link in Admin area. And I need to have a queue seperately associated for each of these companies. Is it possible to have multiple companies having their own queue's in single OTRS installation ? Could any one of you have a solution in this issue ? Thanks WInter.

2 1

Charset problem with fetch emails
by Gustavo Azambuja 06 Apr '10

06 Apr '10

Hi, I migrate my linux server to another with more capacity, but after that migration, I configure all OTRS to use UTF-8 After that, one or two times in a week PostMasterMailbox.pl stop and this error apper if I execute the classic: /opt/otrs/bin/PostMasterMailbox.pl -f 1 Charset encode 'ansi_x3.110-1983' -=> 'utf-8' (E-mail Lido-Santinelli) not supported! Charset encode 'ansi_x3.110-1983' -=> 'utf-8' (<E1NmIBH-0001EJ-SB(a)hw30.webservidor.net>) not supported! Charset encode 'ansi_x3.110-1983' -=> 'utf-8' (<E1NmIBH-0001EJ-SB(a)hw30.webservidor.net>) not supported! Charset encode 'ansi_x3.110-1983' -=> 'utf-8' (anti-spam disabled) not supported! Charset encode 'ansi_x3.110-1983' -=> 'utf-8' (<th29252(a)hw30.webservidor.net>) not supported! Malformed UTF-8 character (fatal) at /opt/otrs-2.4.7/Kernel/cpan-lib/Mail/Address.pm line 69. Some times is other encode and not ansi... all tables on mysql are configure to UTF-8, and DefaultCharset in OTRS too ($Self->{'DefaultCharset'} = 'utf-8';) What I can do? OTRS 2.4.7 in Ubuntu 8.04.4 LTS -- Gustavo Azambuja - Linux User: 275813 http://google.com/profiles/gazambuja USA Number: 1 (561) 247-2632 SIP Number: 1 (747) 132-7623

3 7