- otrs - OTRS mailing lists

CI, Services & tickets
by Sebastian Pitei 28 Sep '14

28 Sep '14

Hello all, Quick question: after defining CI, Service and relationships between them I've opened a tichet and linked it to a specific CI. Since I've linked the CI to an issue (hence there's something wrong with that CI), shouldn't OTS change the operational status of that CI to "incident"? Up until now the only solution I've found is lining the CI with the incident and manually going and modifying the IC status from "Operational" to "Incident". Any thoughts on this matter? Thank you, Sebi

1 0

(no subject)
by Sebastian Pitei 25 Sep '14

25 Sep '14

Hi guys, Quick question: I'm trying to link a Configuration Item to a Service so as to specify that "the Service relies on this Configuration Item to work". Obviously I've gone to the service and added a "Depends On" link to the Configuration Item. Does this mean that service "VPN" depends Configuration Item "Router" to work, so that the service itself works? If so, what's the difference between "Required For" and "Depends On"? Thanks, Sebi

2 1

OTRS / First login problem
by Lorenzo Soncini 24 Sep '14

24 Sep '14

I have installed OTRS 3.3.9 without problem on Windows 2008 R2 server and SQL 2008 R2 server. When I try to login for the first time with the user root@localhost I don't receive any error but my browser remain in the login page. (If I use wrong user or password I receive an error.). Also in the log (C:\otrs\OTRS\var\log\otrs.log) I found the line: [Wed Sep 24 14:12:52 2014][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (Method: sha256, REMOTE_ADDR: ::1). [Wed Sep 24 14:15:01 2014][Notice][main::_Status] Scheduler Service status request! PID 2196 [Wed Sep 24 14:15:01 2014][Notice][main::_Status] Scheduler Daemon status request! PID 2196 Any idea? LSo Lorenzo Soncini Infrastructure Project Manager & Solution Architect Mobile +39 333 9788759 ------------------------------------------------------------- ZZ Soft di Stefano Carri & C. S.a.s. Via Campolongo 2/bis - 38068 Rovereto TN Sito internet: www.zzsoft.it<http://www.zzsoft.it> Phone +39 0464 076162 Fax +39 0464 071080 -------------------------------------------------------------

2 2

Cannot add a customer user
by Maila Fatticcioni 24 Sep '14

24 Sep '14

Hello. We have installed and configured OTRS 3.3.8 on an Ubuntu 12.04.02 LTS, using Postgres 8.4 as database backend. Each time we try to create a new customer user we get this kind of error: ----------------------------------------------------------------- otrs ERROR: null value in column "pw" violates not-null constraint ----------------------------------------------------------------- I checked the column of the table customer_user and, indeed, the pw value must be not null. Following the suggestion found at this url: http://lists.otrs.org/pipermail/otrs/2010-November/033772.html I changed the Kernel/Config.pm file and declare the password field as mandatory. This changes the password attribute as I can see from the generated source page: ----------------------------------------------------------------- <label class="Mandatory" for="UserPassword"><span class="Marker">*</span> Password:</label> <div class="Field"><input type="password" id="UserPassword" name="UserPassword" class="W50pc Validate_Required " value="" maxlength="100" /> <div id="UserPasswordError" class="TooltipErrorMessage"><p>This field is required.</p></div> <div id="UserPasswordServerError" class="TooltipErrorMessage"><p>This field is required.</p></div> </div> <div class="Clear"></div> ----------------------------------------------------------------- But this trick doesn't resolve our problem because the password field is still missing in the insert statement as I can see in the database log: ----------------------------------------------------------------- ERROR: null value in column "pw" violates not-null constraint STATEMENT: INSERT INTO customer_user ( title, first_name, last_name, login, email, customer_id, phone, fax, mobile, street, zip, city, country, comments, valid_id, create_time, create_by, change_time, change_by) VALUES ( '', 'a', 'b', 'TESTNAME', 'dad(a)example.com', 'sd324', '', '', '', '', '', '', '', '', 1, '2014-09-24 10:42:01', 3, '2014-09-24 10:42:01', 3) ----------------------------------------------------------------- How can we fix this problem? Did I miss some steps of the previous solution? Could it help if I change the attribute of the pw column of the table allowing to insert empty password? Thank you in advance for any help you could give me. Best regards, Maila Fatticcioni

2 2

Missing installer.pl
by Sebastian Pitei 16 Sep '14

16 Sep '14

Hi guys, Quick (maybe stupid) question: I'm trying to install OTRS following the official guide. At some point it says to point your browser to installation.pl, but unfortunately the file isn't there (I've also checked on the webserver). Any ideas? Thank you, Sebastian

3 4

Changing customer sync from local database to AD LDAP on an established system
by Stanford, Philip N. 15 Sep '14

15 Sep '14

Hi I support a couple of OTRS systems (3.2 and 3.3) which have CustomerUser data stored in the normal local database backend. These do however authenticate customers against AD LDAP. I also support another 3.3 system which was set up from the outset so that customers authenticate against AD LDAP, and also use the ‘customer LDAP sync’ feature to extract customer data from AD as needed. I’m now being asked if I can modify the existing production systems that use the local database, to use customer sync from the AD LDAP database instead – this is to avoid having to add new CustomerUsers to the local database manually when they already exist in AD. My suspicion is that I may simply need to remove the ‘local customer database’ section from Config.pm - $Self->{CustomerUser} = { Name => 'Database Backend', … down to the end of the Map [] array and replace it with the relevant lines # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP Backend', … and a new Map[] array, as used on the system that already does AD customer sync and has no local customer database entries. I would be grateful for any confirmation that this should work, and that there won’t be any impact on tickets or articles that have already been entered when using the local customer database. Obviously the Map arrays would need to be set up appropriately to pull the correct fields from LDAP. What happens if the local database has been customised to add extra fields that MAY not be present in LDAP – will that cause any problems? Of course I realise that such fields wouldn’t be visible in the ‘Customer Information’ pane for a ticket when customer data was synced from LDAP, but would that be the only effect on existing tickets? It would be good to get some reassurance that things will work as I suspect, before I change the production system. Regards Phil ________________________________ This message (and any attachments) is for the recipient only. NERC is subject to the Freedom of Information Act 2000 and the contents of this email and any reply you make may be disclosed by NERC unless it is exempt from release under the Act. Any material supplied to NERC may be stored in an electronic records management system. ________________________________

1 0

Accounted Time column in Ticket Overview?
by Lars Jørgensen 11 Sep '14

11 Sep '14

Hi, Is it possible to show accounted time in the ticket overview lists? -- Lars

1 0

OTRS Appliance Postgresql credentials
by Mikola Rose 09 Sep '14

09 Sep '14

Hi list members. What is the default user name and password for postgres on the appliance installation? Mik

2 2

LDAP Authentication
by Nick Lapp 08 Sep '14

08 Sep '14

I have a list of possible LDAP servers in my Config.pm that customers may authenticate against. Is it possible in the Config.pm file to target which LDAP server to use based off of the customers email domain with which they use to login? Currently OTRS has to iterate through each LDAP server which slows the process down and causes a hang if any of the LDAP servers are unavailable. Nick

3 2

Help - how to create multiple knowledge bases (FAQ)
by Brian van Veen 29 Aug '14

29 Aug '14

Hello List! I need help on the following: We want to create multiple knowledge bases, but don`t know how. As an example I want to use FAQ1 for queues A till M and FAQ2 for queues N till Z. Can this be done? If so, please explain. Thanks in advance! Best Regards, Brian van Veen E-mail: bve(a)nakamobile.com Mobile: +44 7937 950 860 Office: +41 81 511 5700

2 1