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customer ldap auth not working
by Jefferson Davis 06 Oct '09

06 Oct '09

Once logged in as admin user I can query the ldap tree without difficulty. But customer users cannot login???? What am I missing? User record not being created at first login? If so how do I correct this? -- Jefferson K Davis Technology and Information Systems Manager Standard School District 1200 North Chester Ave Bakersfield, CA 93308 661.392.2110 ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program.

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SpellCheck on 2.4.4
by Hiren Joshi 06 Oct '09

06 Oct '09

Hi, I upgraded from 2.3.4 to 2.4.4, the config was such that an agent couldn't send an email without spell checking it but it still allowed the agent to send it out with unrecognised words (like names). On 2.4.4, it forces the agent to spell check but doesn't allow the agent to send the email unless all words comply. Is this a bug or expected behaviour? Thanks, Josh.

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Dual word searches
by Emily Flynn 06 Oct '09

06 Oct '09

Hi, 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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problem: no sla selecting service
by francesco.simonini＠sesaspa.it 06 Oct '09

06 Oct '09

Hi to all, I would like to explain my problem with OTRS 2.4.4 and ITSM 1.3.1. I make a new installation of OTRS 2.4.4 and ITSM 1.3.1, I create service, sla associated to the service, customer user and set default service. Now I try to create a new e-mail ticket but wen I select the service no sla is loaded. But if I create a phone ticket it works, the slas are loaded. If in email ticket i create the ticket without the sla (I can't select it!) and then I modify the itsm fields in ITSM-fields page i found the right slas. I have this problem even with OTRS 2.4.3 new installation and also after a migration from otrs 2.3.4 and itsm 1.2.3. What is wrong?? Any help is appreciate. Regards. Francesco.

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What does pink color indicate?
by Anderson, Ken 06 Oct '09

06 Oct '09

What does the pink background on various tickets indicate? Thanks, -Ken Ken Anderson Senior Systems Consultant 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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PendingDiffDate only during Working Hours?
by Jeremy Revitch 05 Oct '09

05 Oct '09

I'd like to configure the pending date to only count working hours. So if I have a default pending duration of 2 days and I set a ticket as pending on Friday I want it closed on Tuesday not Sunday. I have looked high and low and thus far he only seen other folks asking about this type of functionality but can't seem to find anything actually implementing it. Additionally, I'd like to set tickets to close at a certain time of day (say 17:00) as opposed to xx:xx (time of response to ticket) + yy:yy (pending duration). So if the pending duration falls at 12:34 it is adjusted to next 17:00. I think this is probably a generic agent function but haven't been able to figure out how I'd go about it. Thanks

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otrs LDAP AD
by COLAS Vincent 05 Oct '09

05 Oct '09

Hi, I have some trouble with my LDAP config for auth otrs Customers with windows AD. My Config.pm #---------------------------------------- #Enable LDAP authentication for Customers / Users $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'X.X.X.X'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=serveur,dc=local'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; #The following is valid but would only be necessary if the #anonymous user do NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=Administrateur,Ou=Administrateurs,dc=serveur,dc=local'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'PASSWORD'; #CustomerUser #(customer user database backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'X.X.X.X', BaseDN => 'DC=serveur,DC=local', SSCOPE => 'sub', UserDN =>'cn=Administrateur,Ou=Administrateurs,dc=serveur,dc=local', UserPw => 'PASSWORD', }, # customer unique id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', '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' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], #[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; #---------------------------------------- I have no error and in my otrs admin page, i see all Customer users when i search *. But i can't connect Client in customer page : User unknown or wrong password :( Anybody can help me? Best Regards, PS : Sorry for my English ! Vincent

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Pending auto close and working days
by Mohamed-Amine Kadimi 05 Oct '09

05 Oct '09

Hi all I use the "pending auto close" state with a three days interval for tickets to be actually closed. I also have saturday and sunday unchecked in sysconfig calendar settings. However, saturday and sunday are being counted in the three days delay, and some tickets are being closed in the week-end. How can I tell OTRS not to count these two days within the pending interval? I'm using OTRS 2.4.4 _________________________________________________________________ Windows Live Hotmail: Your friends can get your Facebook updates, right from Hotmail®. http://www.microsoft.com/middleeast/windows/windowslive/see-it-in-action/so…

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/dev/random
by Marco Vannini 05 Oct '09

05 Oct '09

Hi all, We are experiencing some problem on our otrs box that, unfortunally, is installed on a vm. The problem is that some time it is slow or it is unable to give users the richtext box for the desired descriptions (html editor). After some test we saw that we got a better performance changing /dev/random with /dev/urandom. Is this a thing that has a meaning ? does otrs use /dev/random ? Thank you. MV

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OTRS Ticket Creation Error [Message: Need TicketID!]
by Michael Mayaka 05 Oct '09

05 Oct '09

Hi, I've been using otrs since last year. I already upgraded to 2.4.4. Now I'm getting this error during ticket creation: ================================================================================================ [Error][Kernel::System::Ticket::TicketCreate][Line:447]: ORA-00001: unique constraint (IT_ADMIN.PK_TICKET) violated (DBD ERROR: OCIStmtExecute), SQL: 'INSERT INTO ticket (tn, title, create_time_unix, type_id, queue_id, ticket_lock_id, user_id, responsible_user_id, group_id, ticket_priority_id, ticket_state_id, ticket_answered, escalation_time, escalation_update_time, escalation_response_time, escalation_solution_time, timeout, service_id, sla_id, until_time, valid_id, create_time, create_by, change_time, change_by) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, 0, 0, 0, 0, 0, 0, ?, ?, 0, ?, current_timestamp, ?, current_timestamp, ?)' Sep 30 08:46:42 imis-appsvr1 OTRS-CGI-11[1014]: [Error][Kernel::System::Ticket::TicketFreeTimeSet][Line:2900]: Need TicketID! Sep 30 08:46:42 imis-appsvr1 OTRS-CGI-11[1014]: [Error][Kernel::System::Ticket::Article::ArticleCreate][Line:109]: Need TicketID! ================================================================================================= My environment is as follows: ======================== -Operating System: CentOS 5 -DBMS: Oracle 10g -Perl: 5.8.8 I have two instances of otrs running under the same environment; the other one does not have any errors...PLEASE HELP! Michael

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