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Re: [otrs] Creating own skin
by Felix Kratzer 27 Aug '09

27 Aug '09

Hmmm Stupid me. I only checked the developer manual. But it is in the admin manual at http://doc.otrs.org/2.4/en/html/c2031.html SORRY Felix Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Felix Kratzer Gesendet: Donnerstag, 27. August 2009 09:39 An: 'User questions and discussions about OTRS.' Betreff: [otrs] Creating own skin Hi everybody, I am thinking about changing things on different templates of the system. Now I actually do not want to make/test those on the running skin of the users. So I came up with the idea of cloning the default skin into a dev skin and then change only the dev skin (and use it for my personal settings) Unfortunately I did not find a doc on what I need to do to create a own skin. Any hints? Has anybody done that before? Or is it actually as easy as cloning the "Kernel/Output/HTML/Standard" dir? Felix

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Creating own skin
by Felix Kratzer 27 Aug '09

27 Aug '09

Hi everybody, I am thinking about changing things on different templates of the system. Now I actually do not want to make/test those on the running skin of the users. So I came up with the idea of cloning the default skin into a dev skin and then change only the dev skin (and use it for my personal settings) Unfortunately I did not find a doc on what I need to do to create a own skin. Any hints? Has anybody done that before? Or is it actually as easy as cloning the "Kernel/Output/HTML/Standard" dir? Felix

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sometimes no new ticket created + wrond id in autoresponder
by Albert Scholl 27 Aug '09

27 Aug '09

Hello, during the last weeks we had several calls from customers asking for the state of their calls (wo don't use the customer web-interface). The ticket-id's they gave as pointed to older closed tickets from other customers. They got the id's from the auto-responders which look like any other responder - correct body and correct subject - except the ticket-id, which is wrong. We could not find the messages the customers send us - not in the ticket which id was send to them in the auto-responder nor in any other ticket. Additionally where is no entry from the ticket creation in the logfile, where every created ticket causes an entry. When the customer then send his e-mail again, an new ticket is created as it should. We are using otrs v.2.3.4 on debian with db2 v.9.1.0.6. Does anyone have the same problem and an solution how to solve it? Would the newest OTRS-Release fix the problem? Thanks, Albert Scholl PS: Sorry for my bad english, it's not my native language :)

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emailed tickets not being tied to user
by Alan McKay 27 Aug '09

27 Aug '09

Hey folks, I am doing a "live customer trial" on my system by having a user this morning submit their request to IT into OTRS via email. I already have a user ID set up for that user, with their email address configured. And the email address on the incoming request is the same address. And the ticket got created properly and so forth, but it does not appear to have been created as being from her account. There is a "ghost" account (for lack of a better name) with the same email address. Recall that my users are all "Users" at that point and there are no "Customer Users" She goes into the web interface and does not see any ticket submitted by her. I go into ticket search and search "submitted by" and select her, but the ticket does not come up. Have I got something misconfigured? Or is this by design? Is there some way to make the system recognise that the email is from an address that is in the database, and is therefore from that user? thanks, -Alan -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

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Re: [otrs] Rehost an OTRS (Marco Vannini)
by Andre 26 Aug '09

26 Aug '09

Marco, you resolve my issue. (Y) Regards, -- André

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Re: [otrs] Rehost an OTRS (Marco Vannini)
by Andre 26 Aug '09

26 Aug '09

Hi, you told me to backup /opt/otrs but I had install the server on Debian and this file don't exist. I already did the backup, know I'm trying to find in which directory should I do the restore because I don't have the /opt/otrs. Best regards, -- André

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No User listed in User Management
by Chung, Wayne (-,RAL,ESC) 26 Aug '09

26 Aug '09

Hi, I've upgraded from 2.0.4 to 2.4.3. When in [Admin-Area]->[User], none of the users are listed. Users do appear if I perform a search. What might be causing user not to be listed by default? Thanks, Wayne -- Scanned by iCritical.

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2.4.3: forwarding a ticket -> attachments are lost
by Glossop, Andrew 26 Aug '09

26 Aug '09

Is this is known issue? If I forward a ticket, the attachment isn't forwarded too. Seems OK with .jpg, but .msi or .dll is missing. Is this a bug, some attachment types restricted, or a problem specific to my installation? Any ideas? I thought I read about this recently, but having done a search I can't find any info. Kind Regards, Andrew Glossop

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Rehost an OTRS
by Andre 26 Aug '09

26 Aug '09

Hi Experts, I need to re-host my OTRS server, and I would like to know the next things: Which config files should I backup? How can I do in order to backup the DB and don't loose any ticket, user's, customers and others? Which is the best path to do this? Regards, -- André

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Active Directory and 2.4.3 issues
by Justin Holt 26 Aug '09

26 Aug '09

I finally went to make the jump to 2.4.3 from 2.3.4 and am having a bit of an issue. Customers still authenticate against our Active Directory Server just fine, but when an agent tries to authenticate, it all blows up. "Panic, user authenticated but no user data can be found in OTRS DB!! Perhaps the user is invalid." Here is the whole LDAP configuration part from my config.pm that I just copied and pasted out of the config.pm for 2.3.4. I have seen that there are others with this same issue but there have been no responses. This is all running on a windows 2003 server with a regurlar install of OTRS. Any Ideas? #-----------------------Customer Data------------------------------------------------ #Enable LDAP authentication for Customers / Users $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'vdp-dc-003'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=ci, dc=vernon, dc=ct, dc=us'; $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'} = 'otrs_ldap'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = '1qaz2wsx'; #CustomerUser #(customer user database backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'vdp-dc-003', BaseDN => 'dc=ci, dc=vernon, dc=ct, dc=us', SSCOPE => 'sub', UserDN =>'otrs_ldap', UserPw => '1qaz2wsx', }, # 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' ], ], }; # -------------------------End Customer data----------------------------- #------------------------------Agent Data--------------------------------- #Enable LDAP authentication for Customers / Users $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'vdp-dc-003'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=ci, dc=vernon, dc=ct, dc=us'; $Self->{'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->{'AuthModule::LDAP::SearchUserDN'} = 'otrs_ldap'; $Self->{'AuthModule::LDAP::SearchUserPw'} = '1qaz2wsx'; # UserSyncLDAPMap # (map if agent should create/synced from LDAP to DB after login) $Self->{UserSyncLDAPMap} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; # UserSyncLDAPGroups # (If "LDAP" was selected="selected" for AuthModule, you can specify # initial user groups for first login.) $Self->{UserSyncLDAPGroups} = [ 'users', ]; # UserTable $Self->{DatabaseUserTable} = 'users'; $Self->{DatabaseUserTableUserID} = 'id'; $Self->{DatabaseUserTableUserPW} = 'pw'; $Self->{DatabaseUserTableUser} = 'login'; #Add the following lines when only users are allowed to login if they reside in the spicified security group #Remove these lines if you want to provide login to all users specified in the User Base DN $Self->{'AuthModule::LDAP::GroupDN'} ='CN=otrs_ldap_allow_A,CN=Builtin,DC=ci,DC=vernon,DC=ct,DC=us'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; #---------------------------End Agent Data--------------------------------

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