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How multiple authentication and identity backends for agents and customers work
by Bogdan Iosif 27 Nov '14

27 Nov '14

Hi, This email is an extended documentation of how multiple authentication and identity backends for agents and customers work. The information herein was tested on OTRS 3.3.7. I decided to publish it after parsing through a lot of useless Internet search results about the subject and ultimately having to explore the source code to figure out how things work. I wrote the doc while setting up 2 backend types: DB and LDAP To be able to use this documentation you need to know how to configure OTRS via Config.pm and to understand how OTRS works out of the box using the DB backend type for its authentication / identity info needs. HTH someone. Regards, Bogdan - OTRS supports multiple types of backends (e.g. DB and LDAP (WinAD)) - OTRS distinguishes between backends used for agents and backends used for customers - OTRS distinguishes between backends used for authentication and backends used for identity info / details - Using a backend for authentication means verifying given credentials with the backend to ensure they are valid - Using a backend for identity info means: - Using a given agent / customer id (but not its password) to retrieve from the backend detailed info about this identity (e.g. retrieve first name, last name, address, email, etc.) - Searching and retrieving identity info for a set of agent / customer identities from the backend - Up to 11 backends of varying types are supported for each of the following: - Agent authentication, Agent identity info, Customer authentication, Customer identity info - Correlating configurations with multiple physical backends - Having a different configuration for an agent / customer authentication backend vs. an identity info backend is a niche case. Usually, the same physical backend needs to be configured at least twice, once for authentication and once for identity info. When the same physical backend is used for both agents and customer it needs to be configured four times (each in slightly different ways). - When more than one physical backend needs to be used (e.g. DB + LDAP) care must be taken to configure them in the same order each time to avoid inexplicable behavior - Configuring backends for agent authentication - Each backend is configured by specifying a set of settings (available in Defaults.pm) with names like: - {AuthModule*}, {'AuthModule::%{DB|LDAP|...}%::%SettingShortName%*'} - The settings for the first configured backend appear with names as found in Defaults.pm - Settings for additional backends appear by duplicating the initial setting set and modifying their names - Choose a number between 1..10 to identify the additional set - Modify all duplicated setting names by appending the set number to their name - e.g. For original set: {AuthModule}, {'AuthModule::%{DB|LDAP|...}%::%SettingShortName%'} ... - e.g. For set 1: {AuthModule1}, {'AuthModule::%{DB|LDAP|...}%::%SettingShortName%1'} ... - Each configured backend must specify if it's paired with a backend for identity info - The configuration setting set contains a setting named like 'AuthSyncBackend*' having either the empty value or values like 'AuthSyncBackend*' - The empty value ('') means this backend is not paired with an identity info backend and no sync must be attempted after agent login - The value 'AuthSyncBackend' means this backend is paired with the identity info backend specified through the settings set named like {AuthSyncModule}, {'AuthSyncModule::%{DB|LDAP|...}%::%SettingShortName%'} ... and a sync must occur after agent login - The value 'AuthSyncBackend1' means this backend is paired with the identity info backend specified through the settings set named like {AuthSyncModule1}, {'AuthSyncModule::%{DB|LDAP|...}%::%SettingShortName%1'} ... and a sync must occur after agent login - etc. - Configuring backends for agent identity info - Each backend is configured by specifying a set of settings (available in Defaults.pm) with names like: - {AuthSyncModule*}, {'AuthSyncModule::%{DB|LDAP|...}%::%SettingShortName%*'} - The settings for the first configured backend appear with names as found in Defaults.pm - Settings for additional backends appear by duplicating the initial setting set and modifying their names - Choose a number between 1..10 to identify the additional set - Modify all duplicated setting names by appending the set number to their name - e.g. For original set: {AuthSyncModule}, {'AuthSyncModule::%{DB|LDAP|...}%::%SettingShortName%'} ... - e.g. For set 1: {AuthSyncModule1}, {'AuthSyncModule::%{DB|LDAP|...}%::%SettingShortName%1'} ... - Agent identity info is retrieved (synched) after every successful authentication and stored in OTRS' DB - After sync, identity info is used directly from OTRS' DB where it's stored in a single table and relationally referenced from wherever else it's needed - To refresh the identity info known to OTRS about an agent X, the X agent needs to logout and login again - Configuring backends for customer authentication - Each backend is configured by specifying a set of settings (available in Defaults.pm) with names like: - {Customer::AuthModule*}, {'Customer::AuthModule::%{DB|LDAP|...}%::%SettingShortName%*'} - The settings for the first configured backend appear with names as found in Defaults.pm - Settings for additional backends appear by duplicating the initial setting set and modifying their names - Choose a number between 1..10 to identify the additional set - Modify all duplicated setting names by appending the set number to their name - e.g. For original set: {Customer::AuthModule}, {'Customer::AuthModule::%{DB|LDAP|...}%::%SettingShortName%'} ... - e.g. For set 1: {Customer::AuthModule1}, {'Customer::AuthModule::%{DB|LDAP|...}%::%SettingShortName%1'} ... - Configuring backends for customer identity info - Each backend is configured by specifying a setting (available in Defaults.pm) named like {CustomerUser*} - The setting for the first configured backend appears with the same name as found in Defaults.pm - Settings for additional backends appear by duplicating the initial setting and modifying its name - Choose a number between 1..10 to identify the additional setting - Modify the duplicated setting name by appending the set number to its name - e.g. For original: {CustomerUser} - e.g. For set 1: {CustomerUser1} - Customer identity info is dynamically retrieved from the backend whenever it's needed and then cached in memory / disk for a while - Some customer identity info may get replicated in OTRS' DB. In particular, customer's email will be used / captured in ticket history and articles. In some cases problems may occur if key identity info changes in the backend. - To ensure a refresh of the identity info known to OTRS about a customer X, the agent / customer Y using the customer X identity info needs to logout and login again

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GenericAgent doesn't delete tickets
by Ralf Hildebrandt 27 Nov '14

27 Nov '14

I created a generic agent to delete some old, unneeded tickets. The system reports: 6901 Tickets sind betroffen! Was wollen Sie tun? Warnung: Sie verwenden die Option LÖSCHEN. Alle gelöschten Tickets gehen verloren! Job bearbeiten Job ausführen oder Abbrechen Clicking on "Job ausführen" invokes: https://otrs.charite.de/otrs/index.pl?Action=AdminGenericAgent;Subaction=Ru…; which returns immediately, not deleting anything. Prior to that I executed the SAME job (on about 10.000 tickets), which obviously didn't delete all 10.000 but "only" 3.000 -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebrandt(a)charite.de Campus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155

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How to shut down OTRS on Debina 7
by amatijasec＠gmail.com 25 Nov '14

25 Nov '14

Hi, What is the proper way to shut down/start OTRS 3.3.x system (installed from source) on Debian 7. Example of what I am trying to accomplish: " linux:~ # rcotrs restart-force Shutting down OTRS Disable /opt/otrs/bin/otrs.PostMaster.pl ... done. no crontab for otrs Shutting down cronjobs ... failed! Shutting down OTRS (completely) Shutting down Apache ... done. Shutting down MySQL ... done. done Starting OTRS (completely) Starting Apache ... done. Starting MySQL ... done. Starting OTRS Checking Apache ... done. Checking MySQL ... done. Checking database connect... (It looks Ok!). Enable /opt/otrs/bin/otrs.PostMaster.pl ... done. Checking otrs spool dir... done. Creating cronjobs (source /opt/otrs/var/cron/*) ... done. -->> http://linux.example.com/otrs/index.pl <<-- done done linux:~ # " Thank you.

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Unicode encoding problems in the agent frontend
by Tim Schumacher 25 Nov '14

25 Nov '14

Hi folks, I wanted to give OTRS 4.0 a spin, so I made a backup of my test instance and checkout the the rel-4.0 branch and followed the update instructions. I was using 3.3 previously where I had not the followig problems. I'm running OTRS behind fastcgiwrap behind nginx, which also is working flawless. My problem is, that the generated HTML garbles up all the unicode characters as you can see in this screenshot (for Example under 'Ticket-Einstellungen', 'Agenten-Benachrichtigungen): https://picdump.datenknoten.me/060e60cbb676db5500344e38c97dad5b0a83b1e5b2a5… This also includes customer correspondences. The Database is configured correctly I think: Name | Owner | Encoding | Collate | Ctype | Access privileges ------+-------+----------+-------------+-------------+------------------- otrs | otrs | UTF8 | en_GB.UTF-8 | en_GB.UTF-8 | Is there anything else I may have missed? greetings Tim

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Re: [otrs] OTRS DS mobile app iOS 8.1
by Jan.Dreyer＠bertelsmann.de 25 Nov '14

25 Nov '14

Hey Scott. I just switched from Android/Cyanogen mod running OTRS DS mobile to iOS 8.1 running same company's iOS version of the app. So far the only issue encountered is the cursor is invisible when tying typing text on the app. Where can the cursor color for a mobile device/app be changed on the OTRS Admin dashboard? I don’t think this is the appropriate place to ask. Afaik "OTRS DS" uses the JSON interface that OTRS offers. This way it does not rely on the editor OTRS provides but has it own. So you should direct this question to their support team. Regards — Jan Dreyer IT Administrator — Operations — A-SCM-IT NMD Expert ________________________________ This email may contain confidential and/or privileged information. If you are not the intended recipient (or have received this email in error) please notify the sender immediately and destroy this email. Any unauthorized copying, disclosure or distribution of the information in this email is strictly forbidden.

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OTRS DS mobile app iOS 8.1
by Scott R. Morgan 24 Nov '14

24 Nov '14

I just switched from Android/Cyanogen mod running OTRS DS mobile to iOS 8.1 running same company's iOS version of the app. So far the only issue encountered is the cursor is invisible when tying typing text on the app. Where can the cursor color for a mobile device/app be changed on the OTRS Admin dashboard? Thank you! Scott R. Morgan Director of Information Systems Mama Fu's Franchise Group http://www.mamafus.com<http://www.mamafus.com/> Sent from my iPhone

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Upgrading from 3.1.21 to 3.3.10
by Muhammad El-Sergani 24 Nov '14

24 Nov '14

Hello everyone, We wanted to upgrade our 3.1.21 to 3.3.10. Any intermediate upgrades required first? Thanks //M

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LoopProtectionModule - DB or FS?
by Antonio Matijašec 21 Nov '14

21 Nov '14

Hi, If I set "*Ticket::StorageModule"* to "*ArticleStorageFS*", do I need to change "*LoopProtectionModule"* from "*DB"* to "*FS*"? Thank you.

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OTRS ITSM and Standard
by Finetti, Stefano 19 Nov '14

19 Nov '14

Hello everyone. I know this may be a stupid question, but I didn't find any specific answer, so... I have now a standard OTRS without the ITSM features, my employees use it for our Customer Service. Since we also have an IT Department who (i think) would benefit from the structure of OTRS, i was wondering about installing the ITSM module on the same installation of Customer Service OTRS (in order to share customer database, and configurations). Can OTRS still be used as "normal" after ITSM module installations? Or the usage will be affected even for queues and services that are not IT related? Thanks in advance -- *Lynx International Srl* *Stefano Finetti* *Customer Service Manager* *http://www.lynx-international.com <http://www.lynx-international.com>* *Lynx International Srl is a part of AXED Group* Via Pier Luigi Nervi e/3 - Torre 6 - 04100 Latina Skype: *ssfinetti* Mobile: +39 348.38.58.165 -- This e-mail and any files transmitted contain documentation which is highly confidential and intended solely for the use of the individual or entity to whom they are addressed. All written data and other information in the documentation is and shall remain the property of the disclosing party. If you are not the intended recipient you are hereby formally notified that any disclosure, dissemination, forwarding, storing, copying or use of any of the information is strictly prohibited and will be legally pursued. If you received this in error, please contact the sender and destroy the documentation including deletion of the same from any computer. Thank you.

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OTRS email to root user
by Marco Borsani 19 Nov '14

19 Nov '14

Hi all, Often my root user receives this email: ---------- ERROR: OTRS-otrs.GenericAgent.pl-70 Perl: 5.10.1 OS: linux Time: Tue Nov 18 12:00:02 2014 Message: No TypeID for 1 found! Traceback (18779): Module: Kernel::System::Type::TypeLookup (OTRS 3.3.9) Line: 383 Module: Kernel::System::Ticket::TicketGet (OTRS 3.3.9) Line: 1214 Module: Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue::Run (OTRS 3.3.9) Line: 45 Module: (eval) (OTRS 3.3.9) Line: 1326 Module: Kernel::System::GenericAgent::_JobRunTicket (OTRS 3.3.9) Line: 1321 Module: Kernel::System::GenericAgent::JobRun (OTRS 3.3.9) Line: 521 Module: main::ExecuteConfigJobs (unknown version) Line: 170 Module: /opt/otrs/bin/otrs.GenericAgent.pl (unknown version) Line: 149 ---------- Any idea ? Regards Marco Da: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Per conto di Mathias Bräunling Inviato: martedì 18 novembre 2014 12:50 A: otrs(a)otrs.org Oggetto: Re: [otrs] OTRS Appliance Errors Hi, if you are still struggling with this issue: Try either a) the OTRS appliance (from otrs.com) or b) use the Turnkey LAMP Stack instead and install OTRS there (so basically what Lars is suggesting) You might also consult the documentation here: http://otrs.github.io/doc/index.html --Mathias Hi Scott, I may have been unclear in my first message. What I meant was: If you don’t have a specific need for a turnkey solution, then do it yourself. Get a Linux server running and install OTRS on it. It’s not hard at all. The errors you are experiencing are not usual OTRS errors, hence nobody has helped you with them. Lars > Den 07/10/2014 kl. 15.49 skrev Scott R. Morgan <smorgan(a)mamafus.com<mailto:smorgan@mamafus.com>>: > > The TurnkeyLinux Amazon Appliance I am using is a Debian Wheezy install using standard aptitude packages. This VM is supposed to work out of the box but it obviously doesn’t. I am trying to stomp errors out as I see them: > In OTRS Error Log: > OTRS-CGI-10 No plain article (article id 66) in database! > and > “/etc/ssl/certs not writable!” > > Any help pointing me in the right direction to fix these would be most appreciated > > > - - - - - - - - - - > Thank you! > > Scott R. Morga n > > > From: otrs-bounces(a)otrs.org<mailto:otrs-bounces@otrs.org> [mailto:otrs-bounces@otrs.org] On Behalf Of Lars Jørgensen > Sent: Tuesday, October 07, 2014 3:21 AM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] OTRS Appliance Errors > > 2014-10-06 19:56 GMT+02:00 Scott R. Morgan <smorgan(a)mamafus.com<mailto:smorgan@mamafus.com>>: > I am on my second different aws OTRS appliance (previously JumpBox now TurnkeyHub OTRS) and am still having a heck of a time getting a functional system setup. > > Are you choosing the appliance for at specific reason? OTRS is not too hard to get running, at least on a system supporting RPM packages. Amazon's own AMI Linux is built on RedHat/CentOS and has the RPM system. You could be up and running just by downloading the RPM package from otrs.com and installing it. (As far as I remember, it's been a while). > > > Lars > > --------------------------------------------------------------------- > 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 -- Lars --------------------------------------------------------------------- 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 -- This message has been checked by ESVA and is believed to be clean.

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