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OTRS Image Theme
by Chua Khoon Yong 20 Oct '09

20 Oct '09

hi guys, While customising the frontend for OTRS, i notice that the images is not related to the theme. I see the default value is Frontend::ImagePath: .... <OTRS_CONFIG_Frontend::WebPath>images/Standard/ Can the image path be related to the theme, that means the imagepath is make up of the theme name like css. I see a theme as make up by css, images, html, js, etc. Many thanks for the wonderful OTRS, making my life easier.

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LDAP authentication problem
by Altangerel 20 Oct '09

20 Oct '09

Hi Dears, I am new to OTRS. And I installed latest version of otrs on FreeBSD 8.0 RC1 running on sparc 64 machine. I want to enable LDAP authentication. But I cannot do it :(. It always says there is an error. My configuration in Config.pm is following: #Enable LDAP authentication for Agents $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'domain.xxx.com'; $Self->{'AuthModule::LDAP::BaseDN'} = 'DC=xxx,DC=com'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; # 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'} = 'CN=OTRS_Agents,OU=otrs_group,DC=xxx,DC=com'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUid'; # for ldap posixGroups objectclass (just uid) # $Self->{'AuthModule::LDAP::UserAttr'} = 'UID'; # 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=otrs_ldap, OU=otrs_group, DC=xxx, DC=com'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'pwd'; # 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 user@domain. # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; # agent data sync against ldap $Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host'} = 'domain.xxx.com'; $Self->{'AuthSyncModule::LDAP::BaseDN'} = 'DC=xxx, DC=com'; $Self->{'AuthSyncModule::LDAP::UID'} = 'UID'; $Self->{'AuthSyncModule::LDAP::SearchUserDN'} = 'UID=otrs_ldap, OU=otrs_group, DC=xxx, DC=com'; $Self->{'AuthSyncModule::LDAP::SearchUserPw'} = 'pwd'; $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', ]; Can you tell me what is wrong on my configuration. Also I sent you log entries: Oct 15 10:49:28 otrs OTRS-CGI-10[2271]: [Error][Kernel::System::Auth::LDAP::Auth][Line:187]: First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece Oct 15 10:49:28 otrs OTRS-CGI-10[2271]: [Error][Kernel::System::User::UserLookup][Line:696]: No UserID found for 'user(a)xxx.com'! Oct 15 10:50:28 otrs OTRS-CGI-10[2278]: [Error][Kernel::System::Auth::LDAP::Auth][Line:187]: First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece Please help me, guys :) -- BR, Altangerel Ganbold

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How do i translate int TICKET times to dates?
by Anderson, Ken 20 Oct '09

20 Oct '09

I'm trying to create a view that displays the integer values of the "time" columns in TICKET recognizable dates and times. How should I do this? Thanks, -Ken Ken Anderson Manager, Managed Services OA Solutions Victoria*Vancouver*Edmonton tel. (250) 385-4333 x219 fax. (250) 483-3380 ken.anderson(a)oasolutions.ca<mailto:ken.anderson@oasolutions.ca> www.oasolutions.ca<http://www.oasolutions.ca/> Please note that effective October 1, 2009 OA Solutions' Victoria Office has moved. Our new address is: 200 - 702 Fort Street Victoria, BC V8W 1H2

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LDAP & AD "workstation not permitted"
by furtasacs! 20 Oct '09

20 Oct '09

Hi, I have a ubuntu linux with otrs authenticating on a AD Windows 2K3, and all is fine. Now, I would like to add security to my AD, and I just want to allow users to authenticate only on your computer (not with the partner´s computer). All is fine with windows but i´ve problems with Otrs. The logs says this when a user try to conect to otrs: "... authentification failed: '80090308: LdapErr: DSID-0c090334, comment: AcceptSecurityContext error, data 531, vece ..." I've researched about that and "AcceptSecurityContext error, data 531, vece" means "Workstation not permited" and i´m trying to solve this problem. i've done: 1. i´ve joined ubuntu to AD with winbind and samba. 2. I've added ubuntu (the computer who have otrs and apache) to the user's allowed computer list. but still not working !! any sugestions, please? anything! Thanks.

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Re: [otrs] encoding and attachments
by Ilya Kornev 20 Oct '09

20 Oct '09

Moreover, OTRS bounces non-ascii attachments sent by customer. I sent a test email to OTRS with 2 files attached: one named in English, the other - in Russian. In OTRS I can see only the English one, and there's no Russian even in the filesystem. Regards, Ilya Kornev -----Original Message----- From: Ilya Kornev <feldpost-(a)mail.ru> To: otrs <otrs(a)otrs.org> Date: Mon, 19 Oct 2009 13:08:47 +0400 Subject: encoding and attachments > Hello, > > The button Attach doesn't attach anything when composing email and choosing an attachment named in Russian. > If I choose an attachment named in Latin letters, everything is ok. > > This is what my Support Assessment says: > Check database utf8 support. Your database version support utf8. OK > Check if the client use utf8 for the connection. Your client connection is utf8. OK > Check if the database use utf8 as charset. Your database character setting is utf8. OK > Check the utf8 table charset collation. Your charset collation is set to utf8_general_ci. OK > > And I have this line in Config.pm > $Self->{'DefaultCharset'} = 'utf-8'; > > The method of storing attachments is FS, if it matters. > > Does anybody have a clue what can be wrong with that? > > Best regards, > Ilya Kornev > >

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HTML output for Event Based Notification emails
by Van Thai 19 Oct '09

19 Oct '09

Hello, I created an event notification for ticket closures and its all working fine, but there does not appear to be a way to craft the notification message in html format (like the auto-responses). So, my close ticket notification messages look different from all the other messages, which management does not like :( Anyone know how we can control that? I have done extensive googling and greping in the Kernel directory to no avail... thanks in advance! -van

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Re: [otrs] Windows installation 2.4.4 does not send notifications or auto replies
by Ilya Kornev 19 Oct '09

19 Oct '09

Hi, Dejan. Make sure you assigned autoreplies to the queues [ Auto Responses <-> Queue ]in the Admin area. As for notifications, check Users, notifications might be turned off for some (or all) of them. Best regards, Ilya Kornev

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Erro in reinstall SystemStatus - OTRS 2.4.4
by Rodrigo Correa 19 Oct '09

19 Oct '09

Hello, I'm having a problem that I'm not able to solve. I upgraded from version 2.3.3 to 2.4.4, when I update the package SystemStatus "I am with the following error:" SystemStatus 1.6.1 - Package not correctly deployed! You should reinstall the package again! ", As I do to update this module? Tks, _________________________________________________________________ Acesse seu Hotmail de onde quer que esteja através do celular. Clique aqui. http://www.windowslive.com.br/celular/home.asp?utm_source=MSN_Hotmail&utm_m…

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Dual word searches
by Emily Flynn 19 Oct '09

19 Oct '09

Hi, Just sending this on again, no response to initial mail. Does anyone know how I can implement dual word searches within FAQ search? Say for instance, someone wants to search for "phone list", and I have the words "phone" and "list" as the keywords of the article, the article will come up when either the words phone or list are used in the search, but not at the same time... so how can I implement dual word searches? Putting inverted commas around the two words doesn't work. OTRS - 2.4.4 FAQ - 1.6.4 Thanks Emily

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Wrong sender address in reply
by Ivan Yarygin 19 Oct '09

19 Oct '09

Hello, gentlemen! I'm setting up an OTRS now and have some problem with sender address. I created a queue, and a POP3 email account(otrs-incoming(a)example.org) for that queue. Then I created the same system email address(otrs-incoming(a)example.org) and bound it to my queue. Now I expect that after OTRS fetched an email message and generated ticket, I could reply to the customer from a web form and sender address will be set to otrs-incoming(a)example.org. But instead I see there default system email address - otrs(a)example.org. What am I doing wrong? Regards, Ivan

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