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Customer-Grouping
by Sourabh Sarwate 10 Nov '09

10 Nov '09

Hi All, Is it possible to group the Customer. My requirement is to group the customer zone wise so that they can view the ticket of there zone only. in addition of this I want to create one more group for customer HQ in a way that they can view the tickets from all zone. I am usgin OTRS 2.4.5 Regards, Sourabh Sarwate

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Module Kernel::Modules::CustomerTicketSearch not registered in Kernel/Config.pm!
by Quanzhong Zhang 10 Nov '09

10 Nov '09

Hello, I saw several errors in the OTRS log as following, Tue Nov 10 16:28:38 2009 error OTRS-CGI-10 Module Kernel::Modules::CustomerTicketSearch not registered in Kernel/Config.pm! Tue Nov 10 16:28:36 2009 error OTRS-CGI-10 Module Kernel::Modules::CustomerTicketSearch not registered in Kernel/Config.pm! Tue Nov 10 16:28:30 2009 error OTRS-CGI-10 Module Kernel::Modules::CustomerTicketSearch not registered in Kernel/Config.pm! Could you kindly help me? Thanks you very much! Zhang QZ

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strange behaviour with LDAP authentication against Active Directory
by Fürtbauer Wolfgang 10 Nov '09

10 Nov '09

Dear collegues, I'm facing a strange behaviour with LDAP authentication against Active Directory with the different Auth modules - Agent - Sync - Customer User Active Directory consists of 12 subdomains The server I'm querying with OTRS is the global catalog server (config below) Scenario 1) user is located on same AD server Agent login working Sync not working: OTRS-CGI-10[21812]: [Error][Kernel::System::Auth::Sync::LDAP::Sync][Line:177]: Search failed! (DC=holding,DC=ah) filter='(sAMAccountName=schedu)' 0000202B: RefErr: DSID-0310063C, data 0, 1 access points ref 1: 'holding.ah' ^@ Customer login working Scenario 2) user is located on other domain server Agent login not working Sync not working Customer login working! Nov 3 12:43:36 aohsupport01 OTRS-CGI-10[13245]: [Notice][Kernel::System::Auth::LDAP::Auth] User: sprmax authentication failed, no LDAP entry found!BaseDN='DC=asamer,DC=holding,DC=ah', Filter='(&(sAMAccountName=sprmax)(objectclass=user))', (REMOTE_ADDR: 195.29.236.59). Nov 3 12:44:01 aohsupport01 /usr/sbin/cron[13266]: (otrs) CMD ($HOME/bin/PostMasterMailbox.pl >> /dev/null) Nov 3 12:44:06 aohsupport01 OTRS-CGI-10[13245]: [Notice][Kernel::System::CustomerAuth::LDAP::Auth] CustomerUser: sprmax (CN=Sprung Max,OU=Manag,OU=Dept,OU=CSP,OU=SITES,DC=alashr,DC=holding,DC=ah) authentication ok (REMOTE_ADDR: 195.29.236.59). What am I doing wrong? Wolfgang #--> activate LDAP $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'aohdc03.asamer.holding.ah'; $Self->{'AuthModule::LDAP::BaseDN'} = 'DC=asamer,DC=holding,DC=ah'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=otrs,OU=ServicesAccounts,DC=asamer,DC=holding,DC=ah'; $Self->{'AuthModule::LDAP::SearchUserPw'} = <a valid password> $Self->{'AuthModule::LDAP::AlwaysFilter'} = '(objectclass=user)'; # <-- $Self->{'AuthModule::LDAP::Charset'} = 'utf-8'; $Self->{'AuthModule::LDAP::Params'} = { port => 3268, timeout => 10, #--> activate LDAP 120, async => 0, version => 3, }; # Sync $Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host'} = 'aohdc03.asamer.holding.ah'; $Self->{'AuthSyncModule::LDAP::BaseDN'} = 'DC=asamer,DC=holding,DC=ah'; $Self->{'AuthSyncModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthSyncModule::LDAP::SearchUserDN'} = 'CN=otrs,OU=ServicesAccounts,DC=asamer,DC=holding,DC=ah'; $Self->{'AuthSyncModule::LDAP::SearchUserPw'} = 'sup4port@asa1'; $Self->{'AuthSyncModule::LDAP::UserSyncMap'} = { UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', Username => 'sAMAccountName', }; Self->{'AuthModule::LDAP::Die'} = 0; $Self->{UserSyncLDAPMap} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; $Self->{UserSyncLDAPGroups} = ['user',]; $Self->{CustomerUser1} = { Name => 'Active Directory <holding.ah>', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'aohdc03.asamer.holding.ah', BaseDN => 'DC=holding,DC=ah', SSCOPE => 'sub', UserDN => 'CN=otrs,OU=ServicesAccounts,DC=asamer,DC=holding,DC=ah', UserPw => 'a valid password', AlwaysFilter => '(objectclass=user)', DestCharset => 'iso-8859-1', SourceCharset => 'utf-8', Params => { port => 3268, timeout => 10, async => 0, version => 3, }, }, CustomerKey => 'sAMAccountName', CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], CustomerUserExcludePrimaryCustomerID => 0, AdminSetPreferences => 0, Map => [ #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1,'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1,'var', '', 0 ], [ 'UserLogin', 'Username', 'sAMAccountName', 1, 1,'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1,'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1,'var', '', 0 ], [ 'UserPhone', 'Phone', 'phone', 1, 0,'var', '', 0 ], [ 'UserMobile', 'Mobile', 'mobile', 1, 0,'var', '', 0 ], # [ 'UserAddress', 'Address', 'postaladdress', 1, 0,'var', '', 0 ], # [ 'UserComment', 'Comment', 'description', 1, 0,'var', '', 0 ], ], }; ## AuthModule 1 is against DB $Self->{'Customer::AuthModule2'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host2'} = 'aohdc03.asamer.holding.ah'; $Self->{'Customer::AuthModule::LDAP::BaseDN2'} = 'DC=holding,DC=ah'; $Self->{'Customer::AuthModule::LDAP::UID2'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN2'} = 'CN=otrs,OU=ServicesAccounts,DC=asamer,DC=holding,DC=ah'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw2'} = <a valid password>'; $Self->{'Customer::AuthModule::LDAP::AlwaysFilter2'} = '(objectclass=user)'; $Self->{'Customer::AuthModule::LDAP::Params2'} = { port => 3268, timeout => 10, async => 0, version => 3, };

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[help]Phone ticket so slow
by smile_yang 10 Nov '09

10 Nov '09

hello,everybody I use otrs 2.2.3 for 2years, with local mysql database, and two Oracle Customer user backends on other two servers. it's working smoothly. and now I'd like to upgrade to 2.4.5. I have a new install Otrs 2.4.5 with the same setting on a vm-server, but when creating tickets, especially phone-tiket，it's so slow: 1. when choosing the ticket queue, it's loading the "owner" for several seconds 2. after finding and chosing the customer, it's loading for about 10s, then display the "Customer Info" at right place. 3. after I clicking "Create", it's loading more than 10s。。。。 I have no idea what dose it load ? the new install mysql database is almost empty. what I can do to disable it to load so many times ? The version 2.2.3 doesn't like that, it's so smoothly . If I change to this Otrs2.4.5, the agents may blame me for the unbearable performance。 Any suggestion and help would be grately appreciate。 -- Best regards smile_yang

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Mapping extension/increase in Config.pm
by Igor Cherepanov 09 Nov '09

09 Nov '09

Hello OTRS-Guru´s, how can mapping be insreased in config.pm? I sew this mapping in default.pm, it´s the maximum extension? Map => [ [ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'login', 1, 1, 'var', '', 0 ], [ 'UserPassword', 'Password', 'pw', 0, 0, 'var', '', 0 ], [ 'UserEmail', 'Email', 'email', 1, 1, 'var', '', 0 ], [ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var', '', 0 ], [ 'UserPhone', 'Phone', 'phone', 1, 0, 'var', '', 0 ], [ 'UserFax', 'Fax', 'fax', 1, 0, 'var', '', 0 ], [ 'UserMobile', 'Mobile', 'mobile', 1, 0, 'var', '', 0 ], [ 'UserStreet', 'Street', 'street', 1, 0, 'var', '', 0 ], [ 'UserZip', 'Zip', 'zip', 1, 0, 'var', '', 0 ], [ 'UserCity', 'City', 'city', 1, 0, 'var', '', 0 ], [ 'UserCountry', 'Country', 'country', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Comment', 'comments', 1, 0, 'var', '', 0 ], [ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int', '', 0 ], ], *I have tried to find like some post, but without results Thank for your answers!

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Queues and subqueues tickets
by Tomás Tormo 09 Nov '09

09 Nov '09

Greetings We are testing otrs in order to use it as our ticket service. Currently we have a main queue to use it as level one support for one department, and then, few subqueues to use them as tasks of the department. There is one "manager" wich is member of the main queue, and other people wich is member of the different subqueues. The manager is supposed to check the tickets created from the mails recieved, and then move them to the appropiate subqueue depending on the task that should be done. The problem is that the ticket created from the mail can be seen also by the members of the subqueues, and not only by the manager. We would like to configure otrs in such a way that only the manager could see the ticket. Is there any way to get this? should we create different main queues for the task instead of using this approach? Thank you very much.

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Re: [otrs] otrs Digest, Vol 14, Issue 26
by Gianni Thiebat 09 Nov '09

09 Nov '09

Hi everybody, I would like to add some extra customer permission, like the "note" permission that agents already have by default. I can add it in SysConfig via webui but it says they should be HardCoded somewhere. I really dont know where this "somewhere" is... Thanks for help

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ACL to enforce SLA selection for ticket types
by HEINER Péter 09 Nov '09

09 Nov '09

Hi all, My OTRS installation has several ticket types (incident, request, question) and multiple SLAs for low, standard, and high priority services, based on the ticket type, like standard priority request, low priority question, and so on. I need to be able to restrict SLA selection based on ticket type, meaning that when a customer selects 'incident' as the ticket type, I only want to show them the SLAs low priority incident, standard priority incident and high priority incident. I've tried doing something similar in the ticket ACL: # only show relevant SLAs for incidents $Self->{TicketAcl}->{'05_incidents'} = { Properties => { Ticket => { Type => ['Incident'], }, }, Possible => { Ticket => { SLA => ['[RegExp]Incident$'], }, }, }; However, this does not work. I've also tried (in the Possible section) Ticket=>SLA=>Name, SLA=>Name, and several others, to no avail. Is there a way to accomplish this? Regards, Peter

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responsibility with new messages filter
by Artem Bokhan 09 Nov '09

09 Nov '09

In "responsible" section I want to see only tickets that need to be answered, is it possible?

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How to achive data older then 1 year & move to achive DB in OTRS
by Ashish Gangani 09 Nov '09

09 Nov '09

Hi, Any one kow how to achive a data from database to archive DB older then 1 year please if you have a setp's to do this help me out. Thanks and Regards, Ashish Gangani,

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