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OTRS 2.4.1 Links in agent notifications are not clickable links
by Stager, Ken 04 Aug '09

04 Aug '09

Greetings, I have OTRS 2.4.1 install and mostly configured with the exception of one issue. When a notification goes out to an agent user, such as that for a New Ticket, a Queue Change and the like, what should be a clickable link back to the system and ticket is displayed as plain text and NOT as a clickable link. For example: http://myserver.mydomain.myorg/otrs/index.pl?Action=AgentZoom&TicketID=xxx is NOT clickable. This works fine an older install (2.2.2) that is in production. I've compared the lines in the notification forms that specify this and they look identical: 2.2.2: <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>index.pl?Action=AgentZoom&TicketID=<OTRS_TICKET_TicketID> 2.4.1L <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>index.pl?Action=AgentZoom&TicketID=<OTRS_TICKET_TicketID> So my question is two-fold: 1: Is there a way to get this working correctly in 2.4.1? I see a bug issue for this when using Thunderbird as an email client, but we are using Outlook/OWA with Exchange 2003 on the backend. 2. If item one can not be done, what is the path to update from 2.4.1 to 2.4.2 while keeping the already established configurations of users, free text settings and such. This install is on Windows 2003 Server Std SP2, using IIS 6.0, ActivePerl 5.10.0.1005 and MS SQL 2005 for the database. Thanks

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selecting themes
by Glossop, Andrew 04 Aug '09

04 Aug '09

An interesting issue, not specific to 2.4.2 but hilighted when I upgraded. I'm tired of having to create a new theme every time I upgrade, so this time I didn't bother. This resulted in errors for most users, as the selected theme no longer existed. Would be nice if instead of getting an error, the system just used the default theme. I changed the config for user preferences, so that they couldn't select a theme. I thought this would force it to use the default theme. but no, they still get the same error. perhaps the code could be changed so that it doesn't try to load a different theme if it's not allowed. should I enter these comments into bugzilla instead of emailing to the list? what's the usual practice here? Kind Regards, Andrew Glossop

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OTRS LDAP Agent Authentication
by David Holder 04 Aug '09

04 Aug '09

Hi Chaps, I'm trying to authenticate agents on my OTRS implementation (OTRSforwin) by adopting the LDAP template like so: (Windows Server 2003 Active Directory domain controller) ########## Start of LDAP Config ########## # This is an example configuration for an LDAP auth. backend. # (take care that Net::LDAP is installed!) $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'myserver.domain.local'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=domain,dc=local'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; # 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 Admins,dc=domain,dc=local'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; # for ldap posixGroups objectclass (just uid) #$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 Searcher,ou=OTRS LDAP Searcher,dc=domain,dc=local'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'myotrspassword'; # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' $Self->{'AuthModule::LDAP::AlwaysFilter'} = ''; # in case you want to add a suffix to each login name, then # you can use this option. e. g. user just want to use user but # in your ldap directory exists user@domain. #$Self->{'AuthModule::LDAP::UserSuffix'} = '@domain.com'; # 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, }; Output from Log File: [Mon Aug 3 19:51:40 2009][Notice][Kernel::System::Auth::LDAP::Auth] User: David Holder (CN=David Holder,OU=IT,DC=domain,DC=local) authentication ok (REMOTE_ADDR: 127.0.0.1). [Mon Aug 3 19:51:40 2009][Error][Kernel::System::User::UserLookup][680] No UserID found for 'David Holder'! [Mon Aug 3 19:51:40 2009][Error][Kernel::System::User::UserLookup][680] No UserID found for 'David Holder'! [Mon Aug 3 19:51:40 2009][Notice][Kernel::System::User::GetUserData] Panic! No UserData for user: 'David Holder'!!! Does anyone have any ideas what is wrong with my config? Your help is most appreciated. David

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commercial support
by Glossop, Andrew 04 Aug '09

04 Aug '09

Just had an email from OTRS offering commercial support. The prices are eye-wateringly expensive, so I wonder what other options there are, if any. It seems that I can ask a question here for free. Of course without any obligations of a reply. But if I want to pay for asking questions, it's almost $300 per email (bronze package is $1470 for 5 requests) Does anyone else provide support for less than $300 per email? Kind Regards, Andrew Glossop

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OTRS upgrade from 2.3 to 2.4 errors
by Lakshan Fernando. 04 Aug '09

04 Aug '09

Hi, I successfully upgrade otrs 2.3.4 to otrs 2.4.2 but when i login to otrs i'm getting following erros under my error log, i have attached the log for your reference, does any one know how to fix them up or still those are known bugs under OTRS 2.4.2 version. Lakshan

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FAQ: receiving emails through IMAPS
by Mauricio Tavares 03 Aug '09

03 Aug '09

Quick interface question: in the postmaster mail account page (Admin->PostMaster Mail Account), how do you setup an email to receive messages through imaps? From the documentation, I believe it can be done using procmail/formail, but I was wondering if it can be done right from the otrs web interface. I guess what confuses me is that under [Mail Account Management], I can only add a POP3 account. And then, under [Note] there is a form-looking thingie that seems to do what I want but I do not see how can I make anything I enter there be committed/assigned to the user. Am I being clear as stirred mud as usual?

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How to add support for new languages in Spell Checker?
by Mariano Mara 03 Aug '09

03 Aug '09

Hi everyone, I have OTRS 2.4.2 running in a CentOS box and a lot of happy users :) The thing I still haven't found how to do is to replace the default english/german spellcheckers that came with the system. I installed support for spanish/brasilian portuguese in ispell/aspell and I can see them listed if I run aspell dicts. $ aspell dicts en ... es pt pt_BR pt_PT I tried to add them to Defaults.pm (couldn't find an option in Sysconfig), e.g.: $Self->{PreferencesGroups}->{SpellDict} = { Module => 'Kernel::Output::HTML::PreferencesGeneric', Colum => 'Other Options', Label => 'Spelling Dictionary', Desc => 'Select your default spelling dictionary.', Data => { # installed dict catalog (check your insalled catalogues, e. # g. deutsch -=> german!) # dict => frontend (ispell) 'english' => 'English', 'spanish' => 'Spanish', 'portuguese' => 'Portuguese', # dict => frontend (aspell) # 'english' => 'English', # 'german' => 'Deutsch', }, However, the system doesn't show them in the users preferences. Can you guys provide a few pointers to finally configure this? TIA, Mariano.

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"New message!" alert is gone on upgrade from 2.2.4 to 2.4.1
by Christian Meier | Medienzentrum 03 Aug '09

03 Aug '09

Hello, we just upgraded our OTRS from 2.2.4 to 2.4.1. It works fine so far - except we miss the red alert "New message!" in the black subject bar for unseen messages in new and/or existing tickets. We rely on this feature to scan as an agent e.g. "Watched Tickets" for news quickly. I broke down the problem as follows: - the former Kernel/Modules/AgentTicketMailbox.pm is omitted in the latest version of OTRS completely - in revision 1.21 the check for "if ( !$Flag{seen} ) ..." is gone - I suppose this is the source for the feature http://source.otrs.org/viewvc.cgi/otrs/Kernel/Modules/AgentTicketMailbox.pm… Questions: 1. How can we re-activate this nice feature? (maybe we have to patch our OTRS - a pointer to the new according source code is welcome) 2. How is the recommended way in latest OTRS-versions to identify tickets with new messages quickly? Regards, Christian Meier E-Learning-Support TU Dresden

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Update to version 2.3.3 to 2.4
by Rodrigo Correa 03 Aug '09

03 Aug '09

Good morning, I have the version 2.3.3 of OTRS installed and working a long time in my company, I need to upgrade to version 2.4 (most current). What steps do I need to do to upgrade? What file do I need a backup for security? Use Suse Linux and the database in Mysql. Thanks, Rodrigo Corrêa _________________________________________________________________ Deixe suas conversas mais divertidas. Baixe agora mesmo novos emoticons. É grátis! http://specials.br.msn.com/ilovemessenger/pacotes.aspx

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Problem with new features
by Aquiles Cohen 03 Aug '09

03 Aug '09

Hi, i dont sure if i have to post this here i upgraded to otrs 2.4.2 and ITSM 1.3.1. Today i noticed that ticket overview and bulk button has gone from AgentTicketQueue but in AgentTicketLockedView and AgentTicketLockedView is working ok....... any clues?? Aquiles Cohen.- Homepage : http://aqcohen.blogspot.com

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