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syncing google calendar to otrs calendar
by Constantinos Giatras 14 Jan '10

14 Jan '10

Is there a way to sync the google calendar to the OTRS calendar? thanks for any info or pointers! kosta

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Upgrade to 2.4.6
by Gordon O'Brien 13 Jan '10

13 Jan '10

Hi My first install of otrs was 2.4.5. on Linux from an rpm package. I am interested in upgrading to v2.4.6 but I am unsure of the procedure. Do I follow the same procedure as for the 2.3 to 2.4 rpm upgrade in the Admin documentation? Thanks Gordon Media Square plc or any of its subsidiary companies may not be held responsible for the content of this email as it may reflect the personal view of the sender and not that of the company. Should you receive this email in error, please notify the sender immediately and do not disclose, copy or distribute it. While Media Square plc scans all outbound emails for viruses, it cannot be held responsible for any infected files that you may receive. Media Square plc advises all recipients to virus scan any file attachments. Media Square Plc | Registered in England No.: 4006884 | Registered Office: 6 York Street, London, W1U 6PL --------------------------------------------------------------------- This email message has been scanned and delivered safely by Mimecast. ---------------------------------------------------------------------

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Restricting Agent login to a found AuthModule::LDAP::GroupDN
by Dan Trainor 13 Jan '10

13 Jan '10

Hi, all - I think I'm wandering down the right path here, but I thought I'd ask, in an attempt to not get lost too much. I've managed to integrate OTRS with Active Directory, and that works (sort-of) alright. It needs some polishing, but the functionality is there. I've created Roles in OTRS that correspond with groups in AD. The idea is, make an Agent a member of its respective groups in AD, to which there's a matching role in OTRS for that AD group - and subsequently, queue - that the user will be able to interact with. Thus, I believe I can control access to each queue based on AD group membership. My question is, however, can I use AuthModule::LDAP::GroupDN more than once? If you're still following me, I'd like to use AuthModule::LDAP::GroupDN once for each AD group present, so I don't need to maintain a separate list of groups in AD, to signify which users can have access to what, outside of the one-AD-group-per-OTRS-queue system that I'm shooting for. Am I going about this the right way? In theory, this all looks great :) Thanks! -dant

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Service and SLA
by Mohamed Zakaria 13 Jan '10

13 Jan '10

Hi, Is it possible to set a SLA for a queue? I tried to create a service and a sla but when the user creates a new ticket it is not shown in the drop down list. Regards, Zak ##################################################################################### This email is confidential and intended solely for the use of the individual to whom it is addressed. If you are not the intended recipient, be advised that you have received this email in error and that any use, dissemination, forwarding, printing or copying of this email is strictly prohibited. If you have received this email in error please contact the sender. #####################################################################################

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SSL Error
by JEWETT Boyd 13 Jan '10

13 Jan '10

After installing mod_perl2 and DBD::MySql and all necessary dependencies I now receive the following error when I connect after restarting services on OTRS: Software error: [Fri Jan 8 12:48:00 2010] SSL.pm: Your vendor has not defined SSLeay macro VERIFY_NONE at C:/Perl/site/lib/IO/Socket/SSL.pm line 25 [Fri Jan 8 12:48:00 2010] SSL.pm: BEGIN failed--compilation aborted at C:/Perl/site/lib/IO/Socket/SSL.pm line 32. Compilation failed in require at C:/Perl/site/lib/Net/LDAP.pm line 172. For help, please send mail to the webmaster (webmaster(a)somenet.com) giving this error message and the time and date of the error. Then if I refresh the window I get: Software error: Attempt to reload IO/Socket/SSL.pm aborted. Compilation failed in require at C:/Perl/site/lib/Net/LDAP.pm line 172. For help, please send mail to the webmaster (webmaster(a)somenet.com) giving this error message and the time and date of the error. Any insight would be greatly appreciated. With Regards, Boyd JEWETT

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Responsible Option in Ticket Window
by Sourabh Sarwate 13 Jan '10

13 Jan '10

Hi I am not able to see the Responsible option in Ticket window although ITSM is installed on OTRS system.What configuration changes I need to do to enable this feature. -- Regards, Sourabh Sarwate Mobile No : +91-9948894587

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Frontend::Customer::Auth Digest::MD5
by Sagy Volkov 13 Jan '10

13 Jan '10

Hi, I need to get OTRS (2.4.5) to somehow change the method in Frontend::Customer::Auth to support another option, (not just plain,MD5, crypt) but also support Digest:: MD5, i.e. use Digest::MD5 qw(md5_hex); my testpass=md5_hex("password"); I know in terms of security its less secured, but because of integration from another system who keeps password (in php) with plain MD5, I need to change the way OTRS save/compare customer passwords. Have anyone done it in the past? any thoughts? Best Regards, -sv

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Retrieving information from Surveys
by Arpit2 G 13 Jan '10

13 Jan '10

Hello All, Is it possible in otrs to generate a report based on survey statistics. My aim is generate survey report according to the queue. Thanks & Regards Arpit Gupta ESM Sub Focus Area, TEG Open Source Platform Tata Consultancy Services Cell:- 91-9769256991 Mailto: arpit2.g(a)tcs.com Website: http://www.tcs.com ____________________________________________ Experience certainty. IT Services Business Solutions Outsourcing ____________________________________________ =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

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AuthModule::LDAP::AccessAttr not being overridden
by Dan Trainor 12 Jan '10

12 Jan '10

Hello again - I've learned that Active Directory has no 'member' attribute (well, its blank by default) that OTRS tries to look for as a search filter when authenticating groups for my Agent. I'm familiar with the AuthModule::LDAP::AccessAttr setting, however when this is set to: $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; ...I see in the logs that the filter being used is still based on 'memberUid'. If I set this property to: $Self->{'AuthModule::LDAP::AccessAttr'} = 'member12345'; ...I see in the logs that the filter is then based on 'member12345'. Its as if this property passes what you assign it to, unless its value is 'member', otherwise it will pass 'memberUid'. I can't get over this roadblock. Secondarily, am I also correct in assuming that I can use this property to restrict which Agents can actually log in? I know I can further restrict their access using Roles in OTRS, but as far as simply allowing or denying login access (regardless of role permissions), is this sufficient? Anyone else seen this behaviour before? If so, what did you do to resolve it? Thanks! -dant

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Stuck in Time Accounting
by Morten Bøhmer 12 Jan '10

12 Jan '10

Hi all I am, for some reason, stuck in Time Accounting and cannot get any other page in OTRS. I have tried killing my session from other users, restarting the browser, clearing cookies, tried other computers and so on. But I always get back to the Time Accounting screen, without the menubar. I have also tried typing other URL directly, but I am still forwarded directly to the Time Accounting screen. Appreciate any help on this matter. Brg morten

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