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Customer interface - Hidding messages
by Fernando Frediani (Qube) 13 Jul '09

13 Jul '09

Hi, I have my OTRS with Agents and Customers interface running fine. When a customer sends an e-mail and it creates a ticket normally wich is then assigned to an agent. This agent eventually from the system sends e-mail to suppliers(via OTRS not copying the client) for example to get quotes and then get back to the client via OTRS as well. Problem is that if the customer logs in to the customer interface he can see all these messages that were sent to e-mails other than his. Anyone knows a workaround for it where he can only see the messages where his e-mail is present? Wondered if anything to do with one of these settings: CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['sn', 'givenName', 'sAMAccountName', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 25, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Thanks Fernando Qube Managed Services Limited:: The Engineer's Choice for Co-Location, Internet Bandwidth, Design & Build, and Managed Servers Qube Managed Services Limited :: Company Number 6215769 Registered in England and Wales :: VAT Registration No: GB 933 8400 27 This e-mail and the information it contains are confidential. If you have received this e-mail in error please notify the sender immediately. You should not copy it for any purpose, or disclose its contents to any other person. P Please consider the environment - do you really need to print this email?

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Bulk action on 2.3.4
by Steve Hall 13 Jul '09

13 Jul '09

Hi, I have an OTRS 2.3.4 build with Sirios installed. When looking at the ticket queues, I can select tickets for bulk action but nothing happens. Can someone lead the blind though this, as im assuming there is something im not grasping. Regards

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problems with LDAP
by Marcus Vinicius Barbato Gonzaga 11 Jul '09

11 Jul '09

HI! We are testing the OTRS in our company, but i'm having some problems with the autentication in LDAP. I configurate my config.pm based on the example of this page: http://www.mail-archive.com/otrs@otrs.org/msg25382.html BUT when i try to connect, i get the follow error: Software error: Can't connect to exampleCompany.com.br: IO::Socket::INET: connect: Connection refused at /opt/otrs//Kernel/System/CustomerUser/LDAP.pm line 124. For help, please send mail to the webmaster (webmaster@localhost), giving this error message and the time and date of the error. And this is my config.pm. Because it's needed a user that has the permission to query the LDAP directory, i put the user otrs_ldap in Builtin OU. And Create 2 groups: otrs_allow_C - for the clients and otrs_allow_A for the agents I put myself in this 2 groups, but i got the error when i try to connect. Someone could help me? Best Regards Marcus Vinicius package Kernel::Config; sub Load { my $Self = shift; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # Start of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # # ---------------------------------------------------- # # database settings # # ---------------------------------------------------- # # DatabaseHost # (The database host.) $Self->{DatabaseHost} = 'localhost'; # Database # (The database name.) $Self->{Database} = 'otrs'; # DatabaseUser # (The database user.) $Self->{DatabaseUser} = 'otrs'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{DatabasePw} = '123123'; # DatabaseDSN # (The database DSN for MySQL ==> more: "man DBD::mysql") # $Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};"; # (The database DSN for PostgreSQL ==> more: "man DBD::Pg") # if you want to use a local socket connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};"; # if you want to use a tcpip connection $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost};"; # ---------------------------------------------------- # # fs root directory # ---------------------------------------------------- # $Self->{Home} = '/opt/otrs'; # ---------------------------------------------------- # # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # ---------------------------------------------------- # # $Self->{SessionUseCookie} = 0; # $Self->{CheckMXRecord} = 0; # ---------------------------------------------------- # # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # # $DIBI$ ############## Start of Config.pm ################ #we want to use LDAP for Auth# $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'examplecompany.com.br'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=examplecompany,dc=com,dc=br'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; #The username and password of the user you setup to access LDAP information in AD# $Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=otrs_ldap,CN=Users,DC=examplecompany,DC=com,DC=br'; $Self->{'AuthModule::LDAP::SearchUserPw'} = '12345678'; #We want our Customer/users to Auth using LDAP# $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'examplecompany.com.br'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'CN=Users,DC=examplecompany,DC=com,DC=br'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'uid'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=otrs_ldap,CN=Users,DC=examplecompany,DC=com,DC=br'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = '12345678'; $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'examplecompany.com.br', BaseDN => 'CN=Users,DC=examplecompany,DC=com,DC=br', SSCOPE => 'sub', UserDN =>'CN=otrs_ldap,CN=Users,DC=examplecompany,DC=com,DC=br', UserPw => '12345678', }, CustomerKey => 'uid', CustomerID => 'userPrincipalName', CustomerUserListFields => ['displayName', 'userPrincipalName'], CustomerUserSearchFields => ['displayName', 'userPrincipalName'], CustomerUserPostMasterSearchFields => userPrincipalName, CustomerUserNameFields => ['givenName', 'sn'], #the following must map to valid fields in your AD (givenname,sn,sAMAccountName,...)# Map => [ [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'uid', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'userPrincipalName', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'userPrincipalName', 0, 1, 'var' ], ], }; #OK now lets have our agents use LDAP# $Self->{'AuthModule::LDAP::GroupDN'} = 'CN=otrs_allow_A,CN=Users,DC=examplecompany,DC=com,DC=br'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'CN=otrs_allow_C,CN=Users,DC=examplecompany,DC=com,DC=br'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'; # UserSyncLDAPMap# # (map if agent should create/synced from LDAP to DB after login must match your AD)# $Self->{UserSyncLDAPMap} = { # DB -> LDAP# Firstname => 'givenName', Lastname => 'sn', Email => 'userPrincipalName', }; # UserSyncLDAPGroups# # (If "LDAP" was selected for AuthModule, you can specify# # initial user groups for first login.)# $Self->{UserSyncLDAPGroups} = [ 'users', ]; ##################### End of Config.pm #################### # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # } # ---------------------------------------------------- # # needed system stuff (don't edit this) # # ---------------------------------------------------- # use strict; use warnings; use vars qw(@ISA $VERSION); use Kernel::Config::Defaults; push (@ISA, 'Kernel::Config::Defaults'); use vars qw(@ISA $VERSION); $VERSION = qw($Revision: 1.20 $)[1]; # -----------------------------------------------------# 1;

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pwd reset if user updated
by Marco Vannini 11 Jul '09

11 Jul '09

Hi all, I don't know if it is a problem of chrome or not but in many cases, when I go to modify something about a user than that user is reporting me that is not able to enter. Could it be that the password is being replaced by ****** ? Ciao MV

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UTF-8 breaks 2.3.4 SysConfig interface
by Paul 11 Jul '09

11 Jul '09

Hi all, I upgraded OTRS 2.3.3 to 2.3.4 and found that when $Self->{DefaultCharset} is set to 'utf-8', the SysConfig area of the Admin interface results in a 500 server error. Apache error logs show the following: [Sun Mar 01 17:45:56 2009] [error] [client xxx.xxx.xxx.xxx] [Sun Mar 1 18:45:56 2009] index.pl: utf8 "\\xF6" does not map to Unicode at ../..//Kernel/System/Config.pm line 161, <$In> chunk 1., referer: https://otrs.host/path/index.pl?Action=Admin [Sun Mar 01 17:45:56 2009] [error] [client xxx.xxx.xxx.xxx] [Sun Mar 1 18:45:56 2009] index.pl: utf8 "\\xFC" does not map to Unicode at ../..//Kernel/System/Config.pm line 161, <$In> chunk 1., referer: https://otrs.host/path/index.pl?Action=Admin [Sun Mar 01 17:45:57 2009] [error] [client xxx.xxx.xxx.xxx] [Sun Mar 1 18:45:57 2009] index.pl: utf8 "\\xE4" does not map to Unicode at ../..//Kernel/System/Config.pm line 161, <$In> chunk 1., referer: https://otrs.host/path/index.pl?Action=Admin [Sun Mar 01 17:45:58 2009] [error] [client xxx.xxx.xxx.xxx] [Sun Mar 1 18:45:58 2009] index.pl: utf8 "\\xFC" does not map to Unicode at ../..//Kernel/System/Config.pm line 161, <$In> chunk 1., referer: https://otrs.host/path/index.pl?Action=Admin [Sun Mar 01 17:45:58 2009] [error] [client xxx.xxx.xxx.xxx] [Sun Mar 1 18:45:58 2009] index.pl: Malformed UTF-8 character (unexpected non-continuation byte 0x67, immediately after start byte 0xfc) in subroutine entry at /usr/lib/perl/5.8/Data/Dumper.pm line 179., referer: https://otrs.host/path/index.pl?Action=Admin [Sun Mar 01 17:45:58 2009] [error] [client xxx.xxx.xxx.xxx] *** glibc detected *** free(): invalid next size (normal): 0x095c6590 ***, referer: https://otrs.host/path/index.pl?Action=Admin [Sun Mar 01 17:45:58 2009] [error] [client xxx.xxx.xxx.xxx] Premature end of script headers: index.pl, referer: https://otrs.host/path/index.pl?Action=Admin Changing the default charset to iso-8859-1 the problem goes away. Any ideas? We need UTF-8. Reverting to 2.3.3 resolves the issue as well with utf-8. Best wishes, Paul

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Locked tickets in search and stats
by yevgeniy.kolesnyk＠obi.ua 10 Jul '09

10 Jul '09

Hello all, does anyone try to add to the search and statistic such state of the ticket as "Locked"? I fased with a problem to find all locked tickets in the system or make some statistic about them. So if you know how to sort/filter/search or create report about locket tickets please let me know. Thanks in advance. -- IMPORTANT NOTICE: This email is confidential, may be legally privileged, and is for the intended recipient only. Access, disclosure, copying, distribution, or reliance on any of it by anyone else is prohibited and may be a criminal offence. Please delete if obtained in error and email confirmation to the sender.

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Re: [otrs] User permission
by OTRS 10 Jul '09

10 Jul '09

Yeah, thought so too. I just tested it and that seem to work. Thanks, Fairuz >>> Marco Vannini <marco.vannini(a)gmail.com> 07/10/09 4:52 PM >>> Hi, the last RW override all others. you should stop to create probably On Fri, Jul 10, 2009 at 10:46 AM, OTRS otrs(a)ens.com.my> wrote: Good day, I am having problem with user permission, I have set agent permission to a group as follows; ro - yes move_into - yes create - yes owner - no priority - no rw - yes After submitting, the ownership and priority change to yes. How do i ensure that the agent doesn't have the permission to change the ownership. The agent should be able to read and update ticket, move ticket into queue and finally create it. I tried a couple of time to change it but doesn't seem to work. Pls help. Thanks, Fairuz --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ </marco.vannini(a)gmail.com>

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User permission
by OTRS 10 Jul '09

10 Jul '09

Good day, I am having problem with user permission, I have set agent permission to a group as follows; ro - yes move_into - yes create - yes owner - no priority - no rw - yes After submitting, the ownership and priority change to yes. How do i ensure that the agent doesn't have the permission to change the ownership. The agent should be able to read and update ticket, move ticket into queue and finally create it. I tried a couple of time to change it but doesn't seem to work. Pls help. Thanks, Fairuz

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View/search by Customer Company name
by OTRS 10 Jul '09

10 Jul '09

Good day, By default, the OTRS only display the info regarding the customer' users: 1. How do I go about to configure to also show the customer company profile when zoom into a ticket. 2. During ticket creation, how to add by company, then using a drop-down list and select customer Thanks, Fairuz

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Login Account cannot be accessed
by Brad Gayler 10 Jul '09

10 Jul '09

I cannot get my agent account to login. Am using OTRS 2.3.4 with MySQL on windows 2003 server All others are able to logon, but I get a timeout error when I try. Is there something locking it up? Can anyone help with this? bgayler(a)tdpcorp.com

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