- otrs - OTRS mailing lists

Bulk Action - Send Email - keep original subject
by NetSaint 02 Jun '14

02 Jun '14

Hello, I am working for an ISP. I use a queue within OTRS for the abuse helpdesk address. Recently, I got over 500 tickets over the weekend into my queue, which is unusual. Some copyright company decided to notify for each mp3 song a user downloaded. So, these 500 tickets belong to just 5 users. My responsibility is to forward those notifications to the end use. I upgraded to 3.3.7 yesterday and wanted to do the following. Search for tickets so I find all tickets belonging to a single user, then use the bulk action to send a generic reply back to the copyright company to let them know we got the notification and will try to forward the notice. Then use the bulk action again to forward the tickets to the end user and close the tickets. All of this seems to be working in 3.3.7 My only problem is that in the pop up window (below) of the Ticket Bulk Action where I click on Send Email, it is asking for a subject. I like the subject to be the original subject with a RE: or so in front of it. I tried using RE: <OTRS_TICKET_SUBJECT>, but this doesn’t seem to work. If I leave it blank it complains about it being blank. I can’t send 100 emails to a customer all with the same subject, I need to original subject to stay in place….does anybody knows if this is possible? Here a screenshot of the subject field -> https://dl.dropboxusercontent.com/u/21330287/otrs.png Thanks, - Swen

3 4

how we disable username field in customer_user form
by piyush mishra 29 May '14

29 May '14

hiii how we disable username field(db field is login) in customer_user form in otrs system. when i disable it file /otrs/Kernel/Config/Default.pm then submit the customer_user form without fill username field.not created customer user,and shown needed login! plz anybody help me. Thanks Piyush Mishra

2 3

disable field in otrs
by piyush mishra 29 May '14

29 May '14

Dear All how we disable username field(db field is login) in customer_user form in otrs system. when i disable it file /otrs/Kernel/Config/Default.pm then submit the customer_user form without fill username field.customer user is not created ,and shown" Needed Userlogin!" plz anybody help me. Thanks Piyush Mishra

1 0

howto add pending time to App::OTRS::CreateTicket by m.beijen
by Rene Stoutjesdijk 29 May '14

29 May '14

Good day, i would like to add a pendingtime when we do a close of the ticket. We're currently making use of the App::OTRS::CreateTicket module provided by Micheil Beijen. We want to set the state to 'pending auto close+' but then we also have to add the pending time. This isn't the difficult part, but after that we also have to set the pending time, and this i can't figure out how to do that (i'm not an xml or programming expert). Is somebody having an example on how to do this? wkr rene

2 3

Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator.
by Erik van Ast 28 May '14

28 May '14

Hi all, When trying to log in as a customer, I get the error “Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator.”. Authentication works good, but apparently the information from Active Directory does not synchronize to OTRS… When I use a wrong password I get the error “Login failed! Your user name or password was entered incorrectly”, so authenticating works good… As soon as I get the error mentioned earlier, I see the following error in the otrs.log “[Error][Kernel::System::CustomerUser::SetPreferences][587] No such user 'HaraldW'. Agents have no problem logging in, so I think I won’t have to think about that part, but the customer authentication part of my config.pm looks like this (I have replaced parts with xxx for security reasons) : # This is an example configuration for an LDAP auth. backend. # (make sure Net::LDAP is installed!) $Self->{'Customer::AuthModule3'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host3'} = 'xxx.xxx.xxx.xxx'; $Self->{'Customer::AuthModule::LDAP::BaseDN3'} = 'dc=xxx,dc=xxx'; $Self->{'Customer::AuthModule::LDAP::UID3'} = '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->{'Customer::AuthModule::LDAP::GroupDN3'} = 'CN=OTRS_Users,OU=XXX,DC=xxx,DC=xxx'; $Self->{'Customer::AuthModule::LDAP::AccessAttr3'} = 'member'; # for ldap posixGroups objectclass (just uid) # $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'UID'; # for non ldap posixGroups objectclass (full user dn) $Self->{'Customer::AuthModule::LDAP::UserAttr3'} = 'DN'; # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN3'} = 'CN=XXXXXX,OU=IT Department,OU=XXX,DC=xxx,DC=xxx'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw3'} = 'XXXXXXX'; # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' # $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = ''; # in case you want to add a suffix to each customer login name, then # you can use this option. e. g. user just want to use user but # in your ldap directory exists user@domain. #$Self->{'Customer::AuthModule::LDAP::UserSuffix'} = '@domain.com'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'Customer::AuthModule::LDAP::Params3'} = { port => 389, timeout => 120, async => 0, version => 3, }; # LATER TOEGEVOEGD, SYNC: # Example 4.8. Configuring an LDAP customer backend # CustomerUser # (customer ldap backend and settings) $Self->{CustomerUser2} = { Name => 'LDAP Data Source', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'xxx.xxx.xxx.xxx', # ldap base dn BaseDN => 'dc=xxx,dc=xxx', # search scope (one|sub) SSCOPE => 'sub', # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'CN=XXXXXX,OU=IT Department,OU=XXX,DC=xxx,DC=xxx', UserPw => 'XXXXXXX', # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' AlwaysFilter => '(memberOf='CN=OTRS_Users,OU=XXX,DC=xxx,DC=xxx)', # if both your frontend and your LDAP are unicode, use this: # SourceCharset => 'utf-8', # DestCharset => 'utf-8', # if your frontend is unicode and the charset of your # ldap server is iso-8859-1, use these options. # SourceCharset => 'iso-8859-1', # DestCharset => 'utf-8', # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, # customer unique id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'company', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], # show not own tickets in customer panel, CompanyTickets # CustomerUserExcludePrimaryCustomerID => 0, # add an ldap filter for valid users (expert setting) # CustomerUserValidFilter => '(!(description=locked))', # administrator can't change customer preferences # AdminSetPreferences => 0, # # cache time to live in sec. - cache any database queries # CacheTTL => 0, Map => [ # note: Login, Email and CustomerID are mandatory! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserTitle', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'sAMAccountName', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'company', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ], ], }; Can someone please help me with this? I’ve been searching on the web for quite some time now, and I can’t figure it out… All our users have the same company name so everyone can see each other’s tickets, that’s why we use “company” as CustomerID instead of sAMAccountName… OTRS is installed on a Windows 2012 server, the database is SQL 2008 Express and the OTRS version we use is 3.3.7 Kind regards, Erik Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, _______________________________________________________________ [http://eu.suzohapp.com/img/logo/mail_suzo_small.gif] Erik van Ast SUZO-HAPP GROUP | Systems Administrator Office: +31-(0)186-643333 | Fax: +31-(0)186-643377 Erik.van.Ast(a)suzohapp.nl | www.suzohapp.nl NL

2 1

Re: [otrs] Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator.
by Gerald Young 28 May '14

28 May '14

http://stackoverflow.com/questions/1032351/how-to-write-ldap-query-to-test-… Don't forget to enclose all your filter. (&(criteria1)(criteria2))

1 0

Re: [otrs] Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator.
by Erik van Ast 28 May '14

28 May '14

Hi all, Does anyone have an idea about this? Is it because of the CustomerID? Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, Erik From: Erik van Ast Sent: maandag 26 mei 2014 16:40 To: 'otrs(a)otrs.org' Subject: Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator. Hi all, When trying to log in as a customer, I get the error "Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator.". Authentication works good, but apparently the information from Active Directory does not synchronize to OTRS... When I use a wrong password I get the error "Login failed! Your user name or password was entered incorrectly", so authenticating works good... As soon as I get the error mentioned earlier, I see the following error in the otrs.log "[Error][Kernel::System::CustomerUser::SetPreferences][587] No such user 'HaraldW'. Agents have no problem logging in, so I think I won't have to think about that part, but the customer authentication part of my config.pm looks like this (I have replaced parts with xxx for security reasons) : # This is an example configuration for an LDAP auth. backend. # (make sure Net::LDAP is installed!) $Self->{'Customer::AuthModule3'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host3'} = 'xxx.xxx.xxx.xxx'; $Self->{'Customer::AuthModule::LDAP::BaseDN3'} = 'dc=xxx,dc=xxx'; $Self->{'Customer::AuthModule::LDAP::UID3'} = '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->{'Customer::AuthModule::LDAP::GroupDN3'} = 'CN=OTRS_Users,OU=XXX,DC=xxx,DC=xxx'; $Self->{'Customer::AuthModule::LDAP::AccessAttr3'} = 'member'; # for ldap posixGroups objectclass (just uid) # $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'UID'; # for non ldap posixGroups objectclass (full user dn) $Self->{'Customer::AuthModule::LDAP::UserAttr3'} = 'DN'; # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN3'} = 'CN=XXXXXX,OU=IT Department,OU=XXX,DC=xxx,DC=xxx'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw3'} = 'XXXXXXX'; # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' # $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = ''; # in case you want to add a suffix to each customer login name, then # you can use this option. e. g. user just want to use user but # in your ldap directory exists user@domain. #$Self->{'Customer::AuthModule::LDAP::UserSuffix'} = '@domain.com'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'Customer::AuthModule::LDAP::Params3'} = { port => 389, timeout => 120, async => 0, version => 3, }; # LATER TOEGEVOEGD, SYNC: # Example 4.8. Configuring an LDAP customer backend # CustomerUser # (customer ldap backend and settings) $Self->{CustomerUser2} = { Name => 'LDAP Data Source', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'xxx.xxx.xxx.xxx', # ldap base dn BaseDN => 'dc=xxx,dc=xxx', # search scope (one|sub) SSCOPE => 'sub', # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'CN=XXXXXX,OU=IT Department,OU=XXX,DC=xxx,DC=xxx', UserPw => 'XXXXXXX', # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' AlwaysFilter => '(memberOf='CN=OTRS_Users,OU=XXX,DC=xxx,DC=xxx)', # if both your frontend and your LDAP are unicode, use this: # SourceCharset => 'utf-8', # DestCharset => 'utf-8', # if your frontend is unicode and the charset of your # ldap server is iso-8859-1, use these options. # SourceCharset => 'iso-8859-1', # DestCharset => 'utf-8', # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, # customer unique id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'company', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], # show not own tickets in customer panel, CompanyTickets # CustomerUserExcludePrimaryCustomerID => 0, # add an ldap filter for valid users (expert setting) # CustomerUserValidFilter => '(!(description=locked))', # administrator can't change customer preferences # AdminSetPreferences => 0, # # cache time to live in sec. - cache any database queries # CacheTTL => 0, Map => [ # note: Login, Email and CustomerID are mandatory! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserTitle', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'sAMAccountName', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'company', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ], ], }; Can someone please help me with this? I've been searching on the web for quite some time now, and I can't figure it out... All our users have the same company name so everyone can see each other's tickets, that's why we use "company" as CustomerID instead of sAMAccountName... OTRS is installed on a Windows 2012 server, the database is SQL 2008 Express and the OTRS version we use is 3.3.7 Kind regards, Erik

2 5

Making OTRS as multi tenant
by Abhimanyu bhatter 26 May '14

26 May '14

Hello Everyone, Can I help me how to proceed in rgard to making OTRS as multi tenant. -- With Regards Abhimanyu

1 0

Wrong From: headers in appended mail
by Hermann Peifer 24 May '14

24 May '14

Hi All, I disabled Ticket::Frontend::Quote, in order to get this behaviour (quoted from Admin manual): "original emails will not be quoted but appended to the response." This works as expected when replying to incoming customer mails, but not when replying to outgoing agent mails (typically: for adding a piece of missing information), see a generic example below. Any hint? Hermann, using OTRS 3.3.4 What I get: ---- Message from Customer --- From: Customer To: Customer Subject: .... Date: .... What I expected: ---- Message from Helpdesk --- To: Customer Subject: .... Date: ....

1 0

Instalation on Oracle 11G
by Carlos Andrés Gallego Arboleda 23 May '14

23 May '14

Hello. I had several problems whit the OTRS 3.3.7 Installation under RHEL6 and Oracle11 I have already installed the clients for the conection. oracle-instantclient11.2-basic-11.2.0.4.0-1.x86_64 oracle-instantclient11.2-sqlplus-11.2.0.4.0-1.x86_64 oracle-instantclient11.2-devel-11.2.0.4.0-1.x86_64 Set the Evn export ORACLE_BASE="/usr/lib/oracle" export ORACLE_HOME="/usr/lib/oracle/11.2/client64" export LD_LIBRARY_PATH="/usr/lib/oracle/11.2/client64/lib" export NLS_LANG="spanish_spain.utf8" export NLS_DATE_FORMAT="YYYY-MM-DD HH24:MI:SS" export ORACLE_USERID="system/pass@otrs" export PATH=$PATH:$ORACLE_HOME/bin The DBD::Oracle is installed on the machine by cpan When I try to test the otrs.CheckModules.pl o DBD::Oracle......................ok (v1.74) But when I try to run the web installer show this message. Can't connect to database, Perl module DBD::Oracle not installed! Anyone can help me? Best Regards. *Carlos Andrés Gallego* *Director de Servicios* *ITConsultores - ITCON S.A.S* web: www.itconsultores.com.co email: carlos.gallego(a)itconsultores.com.co Tel: (+57 4) 320 7960 ext. 1004 Cel: (+57) 301 501 42 49 Cra 41 Nro 9 - 51 Edificio Arteria Of 104 Medellín - Colombia

3 4