- otrs - OTRS mailing lists

OTRS + PAM
by Luis Daniel Lucio Quiroz 22 Feb '10

22 Feb '10

I was wondering if there is a way to tell otrs to use PAM mech instead LDAP or internal MySQL, Regardsd, LD

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Re: [otrs] otrs Digest, Vol 17, Issue 118
by Richard Cross 22 Feb '10

22 Feb '10

Re: Templates for new Email Tickets? On 19 Feb 2010, at 12:00, otrs-request(a)otrs.org wrote: > Richard Cross wrote : >> Is it possible in OTRS to create multiple custom templates for use >> when creating new tickets? When creating a new email ticket (for >> example: to notify a customer of a forthcoming service outage), I'd >> like to be able to select from a list of different email templates, >> ideally that are appropriate to the queue I'm creating the ticket >> from. >> It seems that similar functionality is available when responding to a >> ticket created by a customer's email, but tickets in OTRS don't >> always start off that way (as in my example above). >> Currently, the only solution I've seen (given in this mailing list >> about 3 years ago) is to edit Ticket -> >> Frontend::Agent::Ticket::ViewEmailNew, is this still the only option? >> It's not really practical as I manage several queues in OTRS, >> supporting different customers and software products. > > Hello Richard, > > you could solve this with the so called quicktickets : > > http://lists.otrs.org/pipermail/otrs/2008-August/024296.html > > Regards > > Alexander > Thanks, but that post seems to describe the solution I mentioned above, which is not what I'm looking for. I found that the easiest way around this problem is to use the FAQ facility and create new FAQ entries with the content I need to send in the "Symptom" field. Then, when creating a New Email Ticket, I can then select the appropriate FAQ and it gets pasted into the email body. Richard Cross.

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Follow-Up Notification for Responsible User
by Rupp Timo 22 Feb '10

22 Feb '10

Hi, I need to send a notification to ticket responsibles on any change of a ticket (status changes / follow up messages / etc.). At the moment my agents have to watch the queue to get those notifications. Problem is, that they get too much notifications of tickets they do not work on. So this is a very sub-optimal solution. OTRS version = 2.4.5 / MS SQL I've found a few older requests in the email archive regarding this topic, but none of them answered. Thanks for any hint so solve this. - Timo

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Problem configuring LDAP
by Alberto Aldrigo 22 Feb '10

22 Feb '10

Hi all, I'm trying to configure OTRS 2.4.7 for users in my company. I want them to authenticate using Active Directory as customer user, but each time they try to enter in http://mysite/otrs/Customer.pl they enter as agents. I can't understand what's wrong in my Config.pm, can you please help me? Thenks Alberto Aldrigo My config.pm: sub Load { my $Self = shift; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # Start of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # # ---------------------------------------------------- # # database settings # # ---------------------------------------------------- # # DatabaseHost # (The database host.) $Self->{DatabaseHost} = $dbserver || 'localhost'; # Database # (The database name.) $Self->{Database} = $dbname || 'otrs'; # DatabaseUser # (The database user.) $Self->{DatabaseUser} = $dbuser || 'otrs'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{DatabasePw} = $dbpass; # DatabaseDSN # (The database DSN for MySQL ==> more: "man DBD::mysql") $Self->{DatabaseDSN} = "$dsn=$Self->{Database};host=$Self->{DatabaseHost};port=$dbport;"; # (The database DSN for PostgreSQL ==> more: "man DBD::Pg") # if you want to use a local socket connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};"; # if you want to use a tcpip connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost};"; # ---------------------------------------------------- # # fs root directory # ---------------------------------------------------- # $Self->{Home} = '/usr/share/otrs'; # ---------------------------------------------------- # # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # ---------------------------------------------------- # # $Self->{SessionUseCookie} = 0; # $Self->{CheckMXRecord} = 0; $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'server'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=company, dc=local'; $Self->{'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->{'AuthModule::LDAP::GroupDN'} = '; # $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; # for ldap posixGroups objectclass (just uid) # $Self->{'AuthModule::LDAP::UserAttr'} = 'sAMAccountName'; # for non ldap posixGroups objectclass (with full user dn) # $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; # The following is valid but would only be necessary if the # anonymous user do NOT have permission to read from the LDAP tree $Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=Device,OU=UO-CED,OU=UO-HQ-SITE,DC=company,DC=local'; $Self->{'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)' # $Self->{'AuthModule::LDAP::AlwaysFilter'} = ''; # in case you want to add a suffix to each login name, then # you can use this option. e. g. user just want to use user but # in your ldap directory exists u...@domain. #$Self->{'AuthModule::LDAP::UserSuffix'} = ''; # Now sync data with OTRS DB $Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host'} = 'server'; $Self->{'AuthSyncModule::LDAP::BaseDN'} = 'dc=company, dc=local'; $Self->{'AuthSyncModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthSyncModule::LDAP::SearchUserDN'} = 'CN=Device,OU=UO-CED,OU=UO-HQ-SITE,DC=company,DC=local'; $Self->{'AuthSyncModule::LDAP::SearchUserPw'} = 'password'; $Self->{'AuthSyncModule::LDAP::UserSyncMap'} = { # 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', ]; # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'Active Directory', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'server', BaseDN => 'OU=UO-HQ-SITE,DC=company,DC=local', SSCOPE => 'sub', UserDN => 'device(a)company.local', UserPw => 'password', }, CustomerKey => 'sAMAccountName', CustomerID => 'sAMAccountName', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID are mandatory! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly # [ 'UserSalutation', 'Title', 'title', 1, 0, 'var', '', 0 ], [ '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 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 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 ], ], }; # ---------------------------------------------------- # # switch off the web based installer for the Debian package $Self->{SecureMode} = 1; # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # # $DIBI$ # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # }

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error message about IMAPS in the log
by Martignier, Philippe 22 Feb '10

22 Feb '10

Hi there, I often get that message coming in red in the log: IMAPS: Can't connect to mail.wipo.int I know we got some problems here with Oultook and servers but can it be related? Does it means I am losing mails/tickets ? Many thanks for your help as this error stress me! Cheers, Philippe Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@wipo.int> Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

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How to add more FreeTime Fields ?
by Abdul Basit 22 Feb '10

22 Feb '10

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One More Ticket FreeTime Field addition
by Abdul Basit 22 Feb '10

22 Feb '10

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Unicode support for OTRS MSSQL Database
by ravi shanker 21 Feb '10

21 Feb '10

Hi Does the default schema and scripts given by OTRS for MSSQL database support multilingual capability. Or do we need to enable this(unicode) feature in database. Ravi Shankar

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Dynamic Statistic: Ticket Average stat produces 0
by James, Michael 20 Feb '10

20 Feb '10

Hello All, When generating a stat using the Average Ticket Time option under Dynamic Objects for a few queues, the time results are always returned as "0" zero. It doesn't matter which of the available 9 calculations available are used, all produce 0. Other reports (ticket count, etc) are working ok, I only see the problem with the calculations using time. Is there a config item in sysconfig i've overlooked to activate that? I use OTRS 2.4.4 on Ubuntu 8.04.3 LTS using MySQL 5.0.51. Many thanks in advance for any useful Tipps. Thanks Mike James

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OTRS install on CentOS 5.4 - OTRS user problems
by Neil Grantham 20 Feb '10

20 Feb '10

Following the OTRS manual to do a manual install Chapter 3.2 Installation from Source Quote: "Because the modules of OTRS should not be executed with root rights, you should add a new user for OTRS as the next step. The home directory of this new user should be /opt/otrs. If your web server is not running with the same user rights as the new otrs user, which is the case on most systems, you have to add the new otrs user to the group of the web server user: linux:/opt# useradd -r -d /opt/otrs/ -c 'OTRS user' otrs linux:/opt# usermod -G nogroup otrs linux:/opt#" OK, So I added the user with the first command (as root), but as reported yesterday, I got an error usermod: invalid numeric argument 'nogroup' with the second command, so I presume that the group didn't exist and I added it with groupadd nogroup However, I assume from the above instructions I should now login as 'otrs' to install the product, but when I attempt to do this I get the error: User's $HOME/.dmrc file is being ignored. This prevents the default session and language from being saved. File should be owned by user and have 644 permissions. User's $HOME directory must be owned by user and not writable by other users So, it seems that the group of the 'Web server user' (nogroup) didn't exist, and despite running the useradd command it hasn't created a login file Has anyone else run into this type of problem, or can some Linux guru help me with this please. Every step seems to be fraught with hiccups so far! Perhaps I missed installing something with CentOS when I built the image? Many thanks Neil

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