- otrs - OTRS mailing lists

Ldap Referral... Help me Please
by Miguel Dias 13 May '08

13 May '08

Hello all, I'm using Ldap authentication for agents and customers... But the problem is that if the local Ldap don't have the information it redirect me to another Ldap Server... But that referral seems to be not understand from OTRS... Anyone have idea to fix this problem? Thank you...

1 2

OTRS + OCS-ng?
by syareefdol 13 May '08

13 May '08

Hey guys, Currently I'm implementing OTRS for my company. So far, we quite enjoy to use it with some modifications and add on. But here the question goes; 1) Before OTRS system use for our company, I'm using OCS-ng which is open source for our inventory and tracking system of equipment. Here the trick; how can I extract all data inside OCS-ng and push it to all in OTRS/ITSM system?? I've been thinking this lately but serious no idea for this moment. It would be great if this can be done which using OTRS system as our core system in company. Thanks anyway for reading my mail and hope someone will reply soon. Cheers, Syareefdol.

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Integration with Remedy ..
by Orlov, Leonid (Contr) (Mission Systems) 13 May '08

13 May '08

I am wondering if there is a OTRS module or feature that enable to move tickets between Remedy and OTRS Thanks for your help Leonid Orlov Hermosa Beach

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Different Pending status of ticket
by Ramesh.Nernuru＠cognizant.com 12 May '08

12 May '08

Hi, We have these "pending auto close+", "pending auto close-" "pending reminder" types on a ticket. Could anyone tell me the meaning of each of these types? When a ticket has status as 'pending auto close+/- means what? Thanks N Ramesh This e-mail and any files transmitted with it are for the sole use of the intended recipient(s) and may contain confidential and privileged information. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. Any unauthorised review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and may be unlawful.

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Ticket Status Merge
by Ramesh.Nernuru＠cognizant.com 12 May '08

12 May '08

Hi, When a ticket is merged with another ticket, will both share the same ticket#? Could anyone brief on merging of tickets? What will be final status of each of the tickets? Thanks N Ramesh This e-mail and any files transmitted with it are for the sole use of the intended recipient(s) and may contain confidential and privileged information. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. Any unauthorised review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and may be unlawful.

2 1

Ticket Life-cycle
by Ramesh.Nernuru＠cognizant.com 12 May '08

12 May '08

Hi, Could anyone let me know the life cycle of the ticket? I assume the state of the ticket OR Type of the ticket is considered as the life cycle. Per default the state types "closed", "merged", "new", "open", "pending auto", "pendig reminder" and "removed". Here what is the order of the ticket life? 1. New 2. Open 3. ??? 4. ??? Please clarify Thanks N Ramesh This e-mail and any files transmitted with it are for the sole use of the intended recipient(s) and may contain confidential and privileged information. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. Any unauthorised review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and may be unlawful.

2 1

File manager permissions
by Phil Maynard 12 May '08

12 May '08

What should the file manager folder permissions be? This is on openSUSE 10.3 Thanks, Phil

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SugarCRM and OTRS
by Kai Osthoff 12 May '08

12 May '08

Hi OTRS-Junkies! Does anyone have a runing OTRS <-> SugarCRM Connector or any requirement for such a "feature"? Greetings, Kai Osthoff

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controlling cc: field
by Charles Sprickman 12 May '08

12 May '08

Hi all, Perhaps I've got things a bit screwy, but I'm having a problem since upgrading to 2.2.5 where it seems that otrs will cc: it's own address on follow-ups, which basically makes something of a loop. Overview of how the queue and email addresses are setup: -admin(a)example.com forwards to otrs(a)example.com (as will other addresses eventually, ie: support, abuse, etc.) -POP account "otrs(a)example.com" is checked via POP3 module -Postmaster filters match on the "To:" address of admin(a)example.com and set the queue to "admin" -In "email addresses" I have an address for each external/valid address setup, ie: admin@ also has otrs-admin@ which is the reply to avoid loops, if I'm remembering this from when I set this up years ago... Am I doing this all wrong? The docs walk through the very basics, but don't really get into any theory as to the hows and whys... I'm open to changing this, since I only have one queue at the moment. Thanks, Charles

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POP3 Authentication Failed
by Sabeer Ahamed 09 May '08

09 May '08

Hi All I have configured POP3 setup in OTRS My POP3 server is opne access and i am able to use my POP3 account and everthing is fine But When I configured POP3 acount with OTRS it gives me the error *[Thu May 8 19:30:02 2008][Error][main::FetchMail][162] Auth for user ** root(a)tcshd.com* <root(a)tcshd.com>* failed!* The account details password everything is correct there nothing wrong in my POP3 account I am sure about this But I keep on getting the above error. Please any one tell me is there anything to be done kindly guide me Regards Sabeer

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Re: [otrs] Illegal division by zero at ../..//Kernel/System/Stats.pmline 1581.
by Klaus Bruno 09 May '08

09 May '08

Hi Vince Deli you have to delete it from your database. i.e. delete from xml_storage where xml_type = "Stats" and xml_key = "your own faulty query key"; regards, Bruno -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Vince Deli Sent: Thursday, May 08, 2008 6:17 PM To: otrs(a)otrs.org Subject: [otrs] Illegal division by zero at ../..//Kernel/System/Stats.pmline 1581. Whenever I try to access a test stat from the Web interface, I get this error message. SOFTWARE ERROR: Illegal division by zero at ../..//Kernel/System/Stats.pm line 1581. Is there anyone here on the list that has experienced this? I get the error no matter which user I use, even root. The line that the error message refers to in Stats.pm is: if ($TimePeriod / ($ScalePeriod * $Count) > ($Self->{ConfigObject}->Get('Stats::MaxXaxisAttributes') || 100) We have other saved stats that work fine and all I really want to do is to delete the problematic stat. Any help will be appreciated. Thanks ________________________________ Get Free (PRODUCT) RED(tm) Emoticons, Winks and Display Pics. Check it out! <http://joinred.spaces.live.com?ocid=TXT_HMTG_prodredemoticons_052008>

2 1

Specifying font sizes
by Tom Leonard 09 May '08

09 May '08

I'm very new to OTRS so am still finding my way through the configuration parameteres. Can I change font sizes on the agent display? I find some of the fonts too small to read easily. Also, are there any third-party skins for OTRS? Thx, Tom

2 1

LDAP Connection Error
by Leigh Reed 09 May '08

09 May '08

Hi, After installing OTRS on a new server we now frequently get an LDAP connection error. This error is: Software error: Can't connect to 192.168.1.10: IO::Socket::INET: connect: Unknown error at C:/OTRS/otrs//Kernel/System/CustomerUser/LDAP.pm line 117. For help, please send mail to the webmaster (admin(a)your-domain.com) giving this error message and the time and date of the error. Every single time OTRS makes a connection I get this error. I then refresh the page and it works. If I click another link I get the same error and so on. Please help. Thank you Leigh Reed

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Phone number
by Sabeer Ahamed 09 May '08

09 May '08

Dear All, How can I enter the Phone numer, for the users There is no column for entering the phone number when I create a user when should I enter Regards sabeer

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Re: [otrs] POP3 Account
by LQ Marshall 09 May '08

09 May '08

based on the error message I'ld would start by verifying that the username and password for the account are correct. Sabeer Ahamed wrote on 5/8/08 23:30 >Dear All, > >I have configured the POP3 >Account from the Admin > >So if I send a mail to >otrs(a)mydomin.com that >should be converted as a >ticket > >When I send a mail ticket is >not being created > >The POP3 account is open for >all there is not restriction > >When I checked the logs it >says Fetch mail{116}..Auth >failed for the >following users > >So any one tell me the exact >procedure for POP3 to work >properly > >I refered the OTRS guide for >the same... > >But not working for me... > >Any one try to help me out > >Regards >Sabeer

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POP3 Account
by Sabeer Ahamed 09 May '08

09 May '08

Dear All, I have configured the POP3 Account from the Admin So if I send a mail to otrs(a)mydomin.com that should be converted as a ticket When I send a mail ticket is not being created The POP3 account is open for all there is not restriction When I checked the logs it says Fetch mail{116}..Auth failed for the following users So any one tell me the exact procedure for POP3 to work properly I refered the OTRS guide for the same... But not working for me... Any one try to help me out Regards Sabeer

1 0

Illegal division by zero at ../..//Kernel/System/Stats.pm line 1581.
by Vince Deli 08 May '08

08 May '08

Whenever I try to access a test stat from the Web interface, I get this error message. SOFTWARE ERROR: Illegal division by zero at ../..//Kernel/System/Stats.pm line 1581. Is there anyone here on the list that has experienced this? I get the error no matter which user I use, even root. The line that the error message refers to in Stats.pm is: if ($TimePeriod / ($ScalePeriod * $Count) > ($Self->{ConfigObject}->Get('Stats::MaxXaxisAttributes') || 100) We have other saved stats that work fine and all I really want to do is to delete the problematic stat. Any help will be appreciated. Thanks _________________________________________________________________ Get Free (PRODUCT) RED™ Emoticons, Winks and Display Pics. http://joinred.spaces.live.com?ocid=TXT_HMTG_prodredemoticons_052008

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Replacing from address when replying to a ticket
by Niels Haagsma 08 May '08

08 May '08

Hello, As we have many email accounts coming into OTRS and we have to reply with the same to address for every email account. I have edited AgentTicketCompose to replace the from address with the original to address. Now I have a problem when a ticket arrives with the mail address in CC, the from address is not correct. How do I always replace the right address?

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Make Agent Select Note Type
by Craig Meirick 08 May '08

08 May '08

Greetings, Is it possible to make an Agent make a selection of a note-type (internal or external) before submitting the note? I would like to force the Agent to consciously make a decision between the internal or external before submitting the note. If this isn't possible, where is the appropriate place to request this type of feature for future releases? TIA, Craig >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<

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Create ticketacl for internal-note
by Michel Araujo Neves 08 May '08

08 May '08

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 how to create a ticketacl which allows view internal notes only for a group suport? is this possible ? -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.7 (GNU/Linux) Comment: Using GnuPG with Fedora - http://enigmail.mozdev.org iD8DBQFIIkaCVRcNhOMnVz8RAtwxAJwMZ+5JSkSgdsXNZ8r+rPPQuG8/HgCglQZI E1qzOIk/PJy89KjHZxvJKi8= =Eone -----END PGP SIGNATURE-----

1 0

REMOVE
by Andy Robbins 07 May '08

07 May '08

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Re: [otrs] how to avoid send emails
by Operacion Control 07 May '08

07 May '08

Thanks a lot to Bret & Lars I have a way without modify the source code Carlos ----- Original Message ---- From: Brett Davis <brett(a)dynojet.com> To: User questions and discussions about OTRS.org <otrs(a)otrs.org> Sent: Wednesday, May 7, 2008 10:28:14 AM Subject: Re: [otrs] how to avoid send emails If you use "Note" rather than "Compose Answer" link, no email is sent to the customer. I've never used it but the "Phone call" link sounds like it might be exactly what you're looking for here. Do you not have a "Phone call" link over on the right side? It should be the next heading under the "Compose Answer (email):" link or links (depending on what you have defined for the queue) under a heading that reads "Contact customer (phone):" over on the right side when you are zoomed on a ticket. Brett ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Operacion Control Sent: Wednesday, May 07, 2008 09:07 To: User questions and discussions about OTRS.org Subject: Re: [otrs] how to avoid send emails Thank you Lars I see that options are to disable "notifications" but I did mean "the mails sent to customer that are added to zoom view as responses", so I think I must to modify the source code. Any ideas? Carlos, ----- Original Message ---- From: Lars Jørgensen <ITLJ(a)gyldendal.dk> To: User questions and discussions about OTRS.org <otrs(a)otrs.org> Sent: Wednesday, May 7, 2008 2:03:16 AM Subject: Re: [otrs] how to avoid send emails Hi Carlos. You can disable it on the queue (Admin -> Queue). There are three customer notification options that you can turn off. This applies to all tickets in the queue, though. -- Lars ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Operacion Control Sent: Wednesday, May 07, 2008 1:16 AM To: otrs(a)otrs.org Subject: [otrs] how to avoid send emails Hi guys I would like to know if OTRS could be set up to avoid send email to customer. Currently we are supporting several call shops without internet service, just using telephone lines. The user agents notifications must be kept but the notifications to customer must be cancelled. I did look for at SysConfig but I only found check MX & check mail address. If source code must to be modified, please point me where to do that. Thanks a lot. Carlos Oper & Control ________________________________ Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. ________________________________ Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. Dynojet Research, Inc. - Confidentiality notice: This email message and any attachments are intended only for the person or entity to which it is addressed and may contain confidential, proprietary and/or privileged information. Any review, distribution, reliance on, or otherwise use of this information by persons or entities other than the intended recipients is prohibited. If you received this message in error, please immediately notify the sender and delete it and all copies of it in your system. ____________________________________________________________________________________ Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ

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IIS
by Coatney, Charles M 07 May '08

07 May '08

I should have read the docs all the way through before installing this. I expected to have some configuration influence during installation. We have a pre-existing IIS server, we are using SQL Server 2000. My manager has approved the installation of MySQL if necessary. After installation the system was non-functional. What do I need to do to reconfigure it? C. Matt Coatney Software Developer Ciber, Inc. Ph: (360)260-1314 ext. 33

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Re: [otrs] Undelivered Mail Returned to Sender
by Tony Canale 07 May '08

07 May '08

why are my emails not getting to you? I'm trying to post an issue with OTRS , but the emails keep bouncing back. please help. thanks, -Tony Date: Wed, 7 May 2008 16:38:52 +0000 From: MAILER-DAEMON(a)otrs.org Subject: Undelivered Mail Returned to Sender To: ynot_ca(a)hotmail.com This is the Postfix program at host lusen.otrs.org. I'm sorry to have to inform you that your message could not be delivered to one or more recipients. It's attached below. For further assistance, please send mail to <postmaster> If you do so, please include this problem report. You can delete your own text from the attached returned message. The Postfix program <otrs-otrs(a)lusen.otrs.org>: mail forwarding loop for otrs-otrs(a)lusen.otrs.org --Forwarded Message Attachment-- From: ynot_ca(a)hotmail.com To: otrs(a)otrs.org Date: Wed, 7 May 2008 16:36:35 +0000 Subject: [otrs] invalid otrs@localhost The "Empty answer" and the "Forward" links don't work, this is what it says when we click on it; FROM: OTRS System <otrs@localhost> * invalid otrs@localhost (Invalid syntax)!I checked the sysconfig and the otrs@localhost is a valid email address Can you please help? Thanks, Stay in touch when you're away with Windows Live Messenger. IM anytime you're online. _________________________________________________________________ Get Free (PRODUCT) RED™ Emoticons, Winks and Display Pics. http://joinred.spaces.live.com?ocid=TXT_HMTG_prodredemoticons_052008

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mail loop
by Lars Jørgensen 07 May '08

07 May '08

Am I the only one getting these? Seems there's a loop configuration at lusen.otrs.org. ______________________________________________ From: Mail Delivery System [mailto:MAILER-DAEMON@otrs.org] Sent: Wednesday, May 07, 2008 9:05 AM To: otrs-otrs(a)lusen.otrs.org Subject: Kan ikke leveres: [otrs] how to avoid send emails otrs-otrs(a)lusen.otrs.org #< #5.0.0 X-Postfix; mail forwarding loop for otrs-otrs(a)lusen.otrs.org> #SMTP# Oprindelige brevhoveder: Received: from mail.otrs.com (osser.otrs.com [88.198.17.202]) by lusen.otrs.org (Postfix) with ESMTP id 8D1A81DB95 for <otrs-otrs(a)lusen.otrs.org>; Wed, 7 May 2008 07:05:09 +0000 (GMT) Received: from localhost (localhost [127.0.0.1]) by mail.otrs.com (Postfix) with ESMTP id 1BC7E6DF45 for <otrs-otrs(a)lusen.otrs.org>; Wed, 7 May 2008 09:05:09 +0200 (CEST) Received: from mail.otrs.com ([127.0.0.1]) by localhost (osser.otrs.com [127.0.0.1]) (amavisd-new, port 10024) with ESMTP id 15532-04 for <otrs-otrs(a)lusen.otrs.org>; Wed, 7 May 2008 09:05:08 +0200 (CEST) Received: from smtprelay11.ispgateway.de (smtprelay11.ispgateway.de [80.67.29.28]) by mail.otrs.com (Postfix) with ESMTP id C8E9A6D6D2 for <otrs(a)otrs.org>; Wed, 7 May 2008 09:05:08 +0200 (CEST) Received: from [85.216.47.88] (helo=thatsit-solutions.de) by smtprelay11.ispgateway.de with esmtpa (Exim 4.68) (envelope-from <ITLJ(a)gyldendal.dk>) id 1Jtdi8-0005BX-EO for otrs(a)otrs.org; Wed, 07 May 2008 09:05:08 +0200 Received: from SBS2K3 ([192.168.0.200]) by thatsit-solutions.de with Microsoft SMTPSVC(6.0.3790.3959); Wed, 7 May 2008 09:09:42 +0200 Received: from [80.67.29.48] (helo=mx39.ispgateway.de) by churadas.ispgateway.de with esmtp (Exim 4.68) (envelope-from <otrs-bounces(a)otrs.org>) id 1Jtdhm-0002UP-0x; Wed, 07 May 2008 09:04:46 +0200 X-Envelope-To: hoffmann(a)thatsit-solutions.de Received: from [80.190.216.66] (helo=lusen.otrs.org) by mx39.ispgateway.de with esmtp (Exim 4.68) (envelope-from <otrs-bounces(a)otrs.org>) id 1Jtdhl-0001y0-R1 for hoffmann(a)thatsit-solutions.de; Wed, 07 May 2008 09:04:46 +0200 Received: from lusen.otrs.org (localhost [127.0.0.1]) by lusen.otrs.org (Postfix) with ESMTP id 97A2D2ACFD; Wed, 7 May 2008 07:03:26 +0000 (GMT) X-Original-To: otrs-otrs(a)lusen.otrs.org Delivered-To: otrs-otrs(a)lusen.otrs.org Received: from mail.otrs.com (osser.otrs.com [88.198.17.202]) by lusen.otrs.org (Postfix) with ESMTP id 2FCDB1DB95 for <otrs-otrs(a)lusen.otrs.org>; Wed, 7 May 2008 07:03:24 +0000 (GMT) Received: from localhost (localhost [127.0.0.1]) by mail.otrs.com (Postfix) with ESMTP id AE4C86DF58 for <otrs-otrs(a)lusen.otrs.org>; Wed, 7 May 2008 09:03:23 +0200 (CEST) Received: from mail.otrs.com ([127.0.0.1]) by localhost (osser.otrs.com [127.0.0.1]) (amavisd-new, port 10024) with ESMTP id 15265-04 for <otrs-otrs(a)lusen.otrs.org>; Wed, 7 May 2008 09:03:20 +0200 (CEST) Received: from S-EXCH03-V.gyldendal.dk (s-exch03-v.gyldendal.dk [86.58.160.2]) (using TLSv1 with cipher RC4-MD5 (128/128 bits)) (Client CN "S-EXCH03-V", Issuer "S-EXCH03-V" (not verified)) by mail.otrs.com (Postfix) with ESMTP id 8090C6DF57 for <otrs(a)otrs.org>; Wed, 7 May 2008 09:03:19 +0200 (CEST) Received: from S-EXCH02-V.gyldendal.local (172.23.100.20) by S-EXCH03-V.gyldendal.dk (86.58.160.2) with Microsoft SMTP Server (TLS) id 8.1.263.0; Wed, 7 May 2008 09:03:18 +0200 Received: from s-exch01-v.gyldendal.local ([172.23.100.19]) by S-EXCH02-V.gyldendal.local ([172.23.100.20]) with mapi; Wed, 7 May 2008 09:03:17 +0200 From: "Lars Jørgensen" <ITLJ(a)gyldendal.dk> To: 'User questions and discussions about OTRS.org' <otrs(a)otrs.org> Date: Wed, 7 May 2008 09:03:16 +0200 Thread-Topic: [otrs] how to avoid send emails Thread-Index: Aciv0Dq8HUNAZcXaSkOI72bJok1aXQAP+qog Message-ID: <311386E60ED7E74C8716A6573A7740A004D9142A5E(a)s-exch01-v.gyldendal.local> In-Reply-To: <867925.63631.qm(a)web90301.mail.mud.yahoo.com> Accept-Language: da-DK, en-US Content-Language: da-DK X-MS-Has-Attach: X-MS-TNEF-Correlator: acceptlanguage: da-DK, en-US MIME-Version: 1.0 X-Virus-Scanned: amavisd-new at otrs.com Subject: Re: [otrs] how to avoid send emails X-BeenThere: otrs(a)otrs.org X-Mailman-Version: 2.1.10 Precedence: list Reply-To: User questions and discussions about OTRS.org <otrs(a)otrs.org> List-Id: "User questions and discussions about OTRS.org" <otrs.otrs.org> List-Unsubscribe: <http://lists.otrs.org/cgi-bin/options/otrs>, <mailto:otrs-request@otrs.org?subject=unsubscribe> List-Archive: <http://lists.otrs.org/pipermail/otrs> List-Post: <mailto:otrs@otrs.org> List-Help: <mailto:otrs-request@otrs.org?subject=help> List-Subscribe: <http://lists.otrs.org/cgi-bin/listinfo/otrs>, <mailto:otrs-request@otrs.org?subject=subscribe> Content-Type: multipart/mixed; boundary="===============0942325595==" Sender: <otrs-bounces(a)otrs.org> Errors-To: otrs-bounces(a)otrs.org X-Spam-CMAETAG: v=1.0 c=1 a=jOu+B6uWChjnDDvOZn0JcA==:17 a=CjxXgO3LAAAA:8 a=SOk-LvZ5TdznsbpBDUIA:9 a=VaIivepa0Gf4GPWvr8QA:7 a=NXg564o8q98IqSHLRdRdGFx-67IA:4 a=26g-nz0euNsA:10 a=50e4U0PicR4A:10 a=UdWJCXVTJwvuOrI0ET4A:9 a=ts8BYc5Gn5Wm8lvJiOMA:7 a=mUCdOpz9ofDxhVcbb07p1XrQjTkA:4 a=AfD3MYMu9mQA:10 a=AS_xSAVrAAAA:8 a=QkW8uAROAAAA:8 a=ocrg12pT5OiG5OEr3mUA:9 a=E7SDBDgXnVFVrKMKqj0A:7 a=74X38IoI8Ta1CnlqqovTv7ubFkYA:4 a=61tZBHfzjhcA:10 X-Spam-CMAECATEGORY: 0 X-Spam-CMAESUBCATEGORY: 0 X-Spam-CMAESCORE: 0 X-OriginalArrivalTime: 07 May 2008 07:09:42.0281 (UTC) FILETIME=[525CDF90:01C8B011] X-Df-Sender: 179563 X-Virus-Scanned: amavisd-new at otrs.com X-Amavis-Alert: BAD HEADER Non-encoded 8-bit data (char F8 hex) in message header 'From': From: "Lars J\370rgensen" <ITLJ@...

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invalid otrs@localhost
by Tony Canale 07 May '08

07 May '08

The "Empty answer" and the "Forward" links don't work, this is what it says when we click on it; FROM: OTRS System <otrs@localhost> * invalid otrs@localhost (Invalid syntax)!I checked the sysconfig and the otrs@localhost is a valid email address Can you please help? Thanks, _________________________________________________________________ Stay in touch when you're away with Windows Live Messenger. http://www.windowslive.com/messenger/overview.html?ocid=TXT_TAGLM_WL_Refres…

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Mandatory FreeText Field?
by Rodrigo Pereira 07 May '08

07 May '08

Hi, Is it possible, via web interface SysConfig area, to mark a FreeTextField as mandatory? I've seen a couple of references to that while googling around, but I'm not seeing that option there. Any hints? TIA, rodrigo

2 2

Statistics on ticket history
by Richard Hinkamp - BeSite 07 May '08

07 May '08

Hello, I have a simple report to see how many tickets are closed per agent per period. What I really want is stats to see how many e-mails are sent per agent per period. The data I like to run the stats on is the ticket history. Here I want to check the amount of SendAnswer actions performed per agent. As far as I can see, the stats module is only for tickets. not the ticket history. Is there anything possible with stats on ticket history? Thanks in advance! Richard

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Re: [otrs] how to avoid send emails
by Operacion Control 07 May '08

07 May '08

Thank you Lars I see that options are to disable "notifications" but I did mean "the mails sent to customer that are added to zoom view as responses", so I think I must to modify the source code. Any ideas? Carlos, ----- Original Message ---- From: Lars Jørgensen <ITLJ(a)gyldendal.dk> To: User questions and discussions about OTRS.org <otrs(a)otrs.org> Sent: Wednesday, May 7, 2008 2:03:16 AM Subject: Re: [otrs] how to avoid send emails Hi Carlos. You can disable it on the queue (Admin -> Queue). There are three customer notification options that you can turn off. This applies to all tickets in the queue, though. -- Lars ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Operacion Control Sent: Wednesday, May 07, 2008 1:16 AM To: otrs(a)otrs.org Subject: [otrs] how to avoid send emails Hi guys I would like to know if OTRS could be set up to avoid send email to customer. Currently we are supporting several call shops without internet service, just using telephone lines. The user agents notifications must be kept but the notifications to customer must be cancelled. I did look for at SysConfig but I only found check MX & check mail address. If source code must to be modified, please point me where to do that. Thanks a lot. Carlos Oper & Control ________________________________ Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. ____________________________________________________________________________________ Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ

2 1

Problem with HTTPS part 2
by Matias N. Sliafertas 07 May '08

07 May '08

hello list, I am a user of OTRS and I'm having a problem, when I install the OTRS in standalone mode works https without any kind of problem, but when I install the OTRS on servers that have at least 1 virtual host this does not work at https, someone knows that it can be -- ----------------------------------------------------------- ----------------------------------------------------------- Matias N. Sliafertas

2 1

Problem with HTTPS part 2
by Matias N. Sliafertas 07 May '08

07 May '08

hello list, I am a user of OTRS and I'm having a problem, when I install the OTRS in standalone mode works https without any kind of problem, but when I install the OTRS on servers that have at least 1 virtual host this does not work at https, someone knows that it can be -- ----------------------------------------------------------- ----------------------------------------------------------- Matias N. Sliafertas

1 0

how to avoid send emails
by Operacion Control 07 May '08

07 May '08

Hi guys I would like to know if OTRS could be set up to avoid send email to customer. Currently we are supporting several call shops without internet service, just using telephone lines. The user agents notifications must be kept but the notifications to customer must be cancelled. I did look for at SysConfig but I only found check MX & check mail address. If source code must to be modified, please point me where to do that. Thanks a lot. Carlos Oper & Control ____________________________________________________________________________________ Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ

2 1

Agent statistics
by Lars Jørgensen 07 May '08

07 May '08

Hi. I'm having trouble with the statistics module. My supervisor would like a daily report showing each agent and how many tickets he/she has closed. The supervisor would also like to be able to specify longer periods of time for the report, like a month or three months. Is this possible? -- Lars

3 3

Re: [otrs] Invalid OTRS@localhost.
by LQ Marshall 07 May '08

07 May '08

'localhost.' isn't a valid address in most systems. You need to update your queue's addresses. (Admin|Queues, I think) Q out... Tony Canale wrote on 5/6/08 14:10 > >The "Empty answer" and the >"Forward" links don't work, >this is what it says when we >click on it, > > FROM: OTRS >System <otrs@localhost> > * invalid >otrs@localhost (Invalid >syntax)! >the local host address is >valid.can you please >help?thanks, >-Tony

2 1

invalid syntax
by Tony Canale 06 May '08

06 May '08

The "Empty answer" and the "Forward" links don't work, this is what it says when we click on it, on the FROM field it; FROM: OTRS System <otrs@localhost> * invalid otrs@localhost (Invalid syntax)! I checked the sysconfig and the otrs@localhost is a valid email address Can you please help? Thanks, -Tony _________________________________________________________________ With Windows Live for mobile, your contacts travel with you. http://www.windowslive.com/mobile/overview.html?ocid=TXT_TAGLM_WL_Refresh_m…

1 0

Group Selection on new Account Creation From
by Rodrigo Pereira 06 May '08

06 May '08

Hi, I have some groups created, to which belong some queues. When a customer accesses the customer account creation form, I want him to be able to select, via dropdown box, a specific type of group, and then have OTRS automatically make the correct CustomerUser<->Group assignment, according to that selection. I've been looking inside the code for this, but it's still not clear to me what the best approach would be for this. Any hints? TIA, rodrigo -- This message has been scanned for viruses and dangerous content by MailScanner, and is believed to be clean.

1 0

Invalid OTRS@localhost.
by Tony Canale 06 May '08

06 May '08

The "Empty answer" and the "Forward" links don't work, this is what it says when we click on it, FROM: OTRS System <otrs@localhost> * invalid otrs@localhost (Invalid syntax)! the local host address is valid.can you please help?thanks, -Tony _________________________________________________________________ With Windows Live for mobile, your contacts travel with you. http://www.windowslive.com/mobile/overview.html?ocid=TXT_TAGLM_WL_Refresh_m…

1 0

Mass Actions
by gen＠gentube.com 06 May '08

06 May '08

I have an installation that was used for testing. I'm ready to clear its queues and start using it for production. There are several hundred open tickets there now. Is there a way to close a large number of tickets quickly, without having to click through every mail and deal with the pop-up? ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program.

2 1

Ticket creation debugging
by Sven Schlüter 06 May '08

06 May '08

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi All, I would like to debug the ticket-creation-process. I mean, what happened when the system fetch mails via pop3, create a ticket id, a ticket number, send mails to queue owners, put the mail into the database. I am specialy interested in debugging between "send mails to queue owners" and the following parts. anybody a hint for me? thanks xSven Schlüter Technischer Consultant THE BRISTOL GROUP Deutschland GmbH Enterprise IT-Security Provider Sven Schlüter, Technischer Consultant Robert-Bosch-Straße 11 63225 Langen Telefon +49 (0) 6103 20 55 300 Telefax +49 (0) 6103 70 27 87 IT-Security 24h Notrufnummer 0900-1192022-001 (1,99€/min) Sven.Schlueter(a)bristol.de www.bristol.de PGP Fingerprint: 5394 1967 6D5C 59CA 4250 5C54 37A9 7B9D F7FD F7A4 *************************************************************************************** Die BRISTOL GROUP plant, liefert, installiert und wartet die wichtigen IT-Sicherheitskomponenten für einen stabilen und zuverlässigen Netzwerkbetrieb. Wir beschäftigen uns ausschliesslich mit referenzierten und bewährten Speziallösungen für die IT-Sicherheit. *************************************************************************************** Geschäftsführung: Ruth Townsend, Susanne Daum HRB 34479, Amtsgericht Offenbach am Main - --------------------------------------------------------------------------------------------------------------------------- Die Information in dieser E-Mail ist vertraulich und exklusiv für den Adressatenkreis bestimmt. Unbefugte Empfänger haben kein Recht, vom Inhalt Kenntnis zu nehmen, fehlgeleitete E-Mails sind sofort zu löschen. Weiterleiten oder Kopieren darf, auch auszugsweise, nur mit ausdrücklicher, schriftlicher Einwilligung der BRISTOL GROUP DEUTSCHLAND GmbH erfolgen. In jedem Fall ist sicherzustellen, dass keinerlei inhaltliche Veränderungen erfolgen. Die BRISTOL GROUP DEUTSCHLAND GmbH ist von der Richtigkeit des Inhalts und der Übertragung dieser E-Mail überzeugt. Eine Haftung dafür ist jedoch ausgeschlossen. This is a confidential communication intended only for the named addressee. If you have received this communication in error, please notify us and return and delete it without reading it. This e-mail may not be disclosed, copied or distributed in any form without the obtained permission in writing of BRISTOL GROUP DEUTSCHLAND GmbH. In any case, it may not be altered or otherwise changed. Whilst BRISTOL GROUP DEUTSCHLAND GmbH believes that the information is correct at the date of the e-mail, no warranty and representation is given to this effect and no responsibility can be accepted by THE BRISTOL GROUP DEUTSCHLAND GmbH . - --------------------------------------------------------------------------------------------------------------------------- -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (GNU/Linux) iD8DBQFIIIS0N6l7nff996QRAqqSAKCMgTco4roqUuY7+rOvFTWMX5DUPwCeLN+L CNIkydSnzw1LlztjrOQrD1w= =NgZZ -----END PGP SIGNATURE-----

1 0

Attachment Issues
by Aleem Mohamed 06 May '08

06 May '08

Hey there. I just had a question about attachments from incoming mail to OTRS. My problem is that when a user submits a new ticket bysending an e-mail to OTRS along with an attachment the attachment doesn't seem to display properly. When I zoom in on the ticket with the attachment the attachment is renamed to 'file-X' (i.e. file-1....no extension) and when I try to view it I am unable to do so. Any idea on how I can go about fixing this or anyone know what's going on exactly? Thanks for your time!

2 4

Restore ticket_history_type table
by Régis OBERLE 06 May '08

06 May '08

Hello everybody, I've accidentally deleted the content of the ticket_history_table. I've reloaded the data from the otrs-initial_insert.mysql.sql script but since the "id" field is an auto-increment, values are starting now from 40 instead of 1. I had a look at the ticket_history.type_id values and I only have: 1,2 and 5. What can be the consequences of this error ? How can I correct the ticket_history_type table ? Thank you for your help. Regards, Régis

2 2

Customer Interface
by DAVAUT Benoit [FR] 06 May '08

06 May '08

Hello, OTRS is working well now. But I have some problems use at the customer interface. For "Create New Ticket", I don't have entry for field "to": Therefore impossible to create a new ticket. The other problem is that one doesn't see the corresponding tickets. Both "My Tickets" that "Company Tickets" ! There are several customers in the same company. Therefore everyone should be able to see his own tickets to "My Tickets", and also tickets of any company to "Company Tickets". It's correct ? Thanks for your help. Regards, Benoit DAVAUT Adoptez l'éco-attitude. N'imprimez ce mail que si c'est vraiment nécessaire.

2 1

Additional modules installation
by Ramesh.Nernuru＠cognizant.com 06 May '08

06 May '08

Hi, In my current installation, I couldn't find the Webmailer, FileManager, Calendar, ContentManager modules. Which version of OTRS has these modules and where are these OPM files available in the OTRS installation? As per the admin guide, The package manager can only handle opm packages, other formats (rpm, deb, e.g.) are not supported Thanks N Ramesh This e-mail and any files transmitted with it are for the sole use of the intended recipient(s) and may contain confidential and privileged information. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. Any unauthorised review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and may be unlawful.

1 0

Re: [otrs] Looking where to put images when editing the HTML
by Leigh Reed 06 May '08

06 May '08

Hi, I don't know if this help anymore but the folder you are looking for is C:\OTRS\otrs\var\httpd\htdocs\images\Standard\ When you link to an image you need to use the url http://OTRSServer/otrs-web/images/Standard/exampleimage.jpg All this is assuming that you use Windows, if you are using Linux then I have no idea. Cheers Leigh -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Craig Meirick Sent: 16 April 2008 17:11 To: otrs(a)otrs.org Subject: [otrs] Looking where to put images when editing the HTML Where is a good place to put my "Logo" that I am configuring to show in the Customer Frontend? Is there an Image folder that already exists within the OTRS directories that I can place a Logo to be pointed to from the HTML within the CustomerHeader.dtl file? Or do I create an Image directory or place the Logo file somewhere else? Thanks in advance =) >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~< _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/

2 1

need help please
by Tony Canale 05 May '08

05 May '08

all of a sudden without making any changes we get this message when we try to forward a ticket; invalid otrs@localhost (invalid Syntax) I checked the AdminSystemAddress and it looks right. what am I missing? thanks, -Tony _________________________________________________________________ Windows Live SkyDrive lets you share files with faraway friends. http://www.windowslive.com/skydrive/overview.html?ocid=TXT_TAGLM_WL_Refresh…

2 1

Permission problem
by Joaquin Rodriguez Varela 05 May '08

05 May '08

Hi, I'm getting the following error when trying to create a mail Ticket: Software error: Can't write /opt/otrs/var/log/TicketCounter.log at ../..//Kernel/System/Ticket/Number/AutoIncrement.pm Line 68. The folder /opt/otrs/var/log/ is owned by OTRS user and belogns to apache group, so does TicketCounter.log. I also get a Permission error when I try to access the Admin´s SysConfig option, the code error is the following: Error: Can't write /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm: Permission denied! ERROR: OTRS-CGI-10 Perl: 5.8.5 OS: linux Time: Fri May 2 17:48:09 2008 Message: Can't write /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm: Permission denied! Traceback (20618): Module: Kernel::System::Config::WriteDefault (v1.64.2.1) Line: 247 Module: Kernel::Modules::AdminSysConfig::Run (v1.61.2.1) Line: 54 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.81) Line: 47 I've run /opt/otrs/bin/SetPermissions.sh with no luck (with the corresponding users and groups). The OS is a CentOS 4 Thank´s in advance Joaquín Rodríguez Varela Asistencia Técnica al Canal ESET Latinoamérica ============================================ [@] jrodriguez(a)eset.com [Web] http://www.eset-la.com [Tel] +54 11 5786-0003 [Blog] blogs.eset-la.com/laboratorio ============================================ Protegemos su Mundo Digital ============================================

2 2

Installing additional opm packages.
by Ike Nnabugwu 05 May '08

05 May '08

I have been trying to install additional packages with the opm extensions using package manager but each time click on the install button,I get an error.I do not have direct internet access and the only way that I have attempted to download these packages was to right click and select to save this target.Any ideas. Can't get file from http://otrs.org/repository.xml: 500 Can't connect to otrs.org:80 (connect: timeout)

1 0

Send mail using SMTP failing
by Ramesh.Nernuru＠cognizant.com 05 May '08

05 May '08

Hi, When we tried to answer a ticket, we got this error ------------------------------------------------------------------------ --- ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Tue Apr 29 17:10:37 2008 Message: Can't connect to ctsinhydsxud.cts.com: Bad file descriptor! Traceback (1132): Module: Kernel::System::Email::SMTP::Send (v1.14) Line: 127 Module: Kernel::System::Email::Send (v1.31.2.2) Line: 498 Module: Kernel::System::Ticket::Article::ArticleSend (v1.147.2.2) Line: 1610 Module: Kernel::Modules::AgentTicketCompose::Run (v1.30.2.3) Line: 374 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_OTRS_otrs_bin_cgi_2dbin_index_2ep l::handler (v) Line: 47 Module: (eval) (v1.81) Line: 203 Module: ModPerl::RegistryCooker::run (v1.81) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 ------------------------------------------------------------------------ ---- The following are sendmail module params ------------------------------------------------------------------------ ---- $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = 'ctsinhydsxud.cts.com'; $Self->{'SendmailModule::Port'} = '80'; $Self->{'SendmailModule::AuthUser'} = '139734'; $Self->{'SendmailModule::AuthPassword'} = 'password-8'; delete $Self->{'SendmailBcc'}; $Self->{'1'} = 1; ---------------------------------------------------------------------- we are able to connect to the exchange server using the same port. could you help us resolving this error. Thanks N Ramesh This e-mail and any files transmitted with it are for the sole use of the intended recipient(s) and may contain confidential and privileged information. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. Any unauthorised review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and may be unlawful.

2 1

Re: [otrs] Ticket from calendar event?
by Nils Breunese (Lemonbit) 05 May '08

05 May '08

Wim Beerten wrote: > We’ve been asked to implement a way to automatically create tickets > for reoccurring yearly/monthly jobs in OTRS for our ordnance corps. > > My first thought was to use the calendar module in OTRS to have a > yearly/monthly event created for which the system could create a > ticket and place it In a ticket queue. However I can’t seem to find > a way to link a ticket to an event. > > Is there a way to trigger a ticket creation after a certain event > has occurred in the calendar in OTRS or is there another way how I > could implement this in OTRS? I have no experience with the calendar in OTRS, but it sounds like I would just setup a couple of cron jobs to send mails to OTRS. Nils Breunese.

1 0

Ticket from calendar event?
by Wim Beerten 05 May '08

05 May '08

Hi, We’ve been asked to implement a way to automatically create tickets for reoccurring yearly/monthly jobs in OTRS for our ordnance corps. My first thought was to use the calendar module in OTRS to have a yearly/monthly event created for which the system could create a ticket and place it In a ticket queue. However I can’t seem to find a way to link a ticket to an event. Is there a way to trigger a ticket creation after a certain event has occurred in the calendar in OTRS or is there another way how I could implement this in OTRS? Thanks in advance, Wim No virus found in this outgoing message. Checked by AVG. Version: 7.5.524 / Virus Database: 269.23.8/1414 - Release Date: 4/05/2008 12:31

1 0

update queues from mail replies....
by adrian guevara 05 May '08

05 May '08

Hi, Is there a way to modify the status of the queue entered into otrs via procmail? For example, I have an open ticket (that was created when someone sent an email to a mailing list, the email is fetched via fetchmail and filtered through procmail) and some agent person sends a reply, I would want to: - have the agent take ownership of the ticket - make his email body the update text - make both of the above reflect succeeding email updates. Is there a way to do this?

1 1

Invalid or invalid temporarily?
by syareefdol 04 May '08

04 May '08

Dear All, Is there can I configure about invalid or invalid temporarily part? This is because occurred that one of my queue already invalid temporarily but somehow it pop up again in my queue. I figured it out when I do made reports and I've invalid it again. Help me!

1 0

Customize login page
by Ike Nnabugwu 03 May '08

03 May '08

I need to customize the login page.Where would I find the required index.pl Thanks

1 0

Forcing agent to choose note type.
by Craig Meirick 02 May '08

02 May '08

When adding a note to a ticket, there is the option of note type: external or internal. Right now I have note type-external as the default. This will show up in our customer frontend to allow them to see what we add to tickets. The issue arises when an agent adds something to a ticket that he doesn't want the customer to see and then quickly hits the submit button before changing the note type to internal. I am looking for a way to make this a forced choice much like being forced to add a subject to a ticket or text to the body of a ticket. Is there any option available to make this so? Thank you, >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<

1 0

update queues via procmail
by adrian guevara 02 May '08

02 May '08

Hi, Is there a way to modify the status of the queue entered into otrs via procmail? For example, I have an open ticket (that was created when someone sent an email to a mailing list, the email is fetched via fetchmail and filtered through procmail) and some agent person sends a reply, I would want to: - have the agent take ownership of the ticket - make his email body the update text - make both of the above reflect succeeding email updates. Is there a way to do this? Cheers, Rebs

1 0

(no subject)
by Tony Canale 02 May '08

02 May '08

need help please all of a sudden without making any changes we get this message when we try to forward a ticket; invalid otrs@localhost (invalid Syntax) I checked the AdminSystemAddress and it looks right. what am I missing? thanks, -Tony _________________________________________________________________ Back to work after baby–how do you know when you’re ready? http://lifestyle.msn.com/familyandparenting/articleNW.aspx?cp-documentid=57…

2 1

Pre-Selecting Queue's on the Customer Facing Webpage
by Power, Nathan 02 May '08

02 May '08

Good Afternoon, We are in the process of implementing the OTRS (rev. 2.2.6) for our organization. In our old helpdesk (variant of Bugzilla) we had URL's like: https://helpdesk.edu/help/enter_bug.cgi?product=QUEUENAME1 https://helpdesk.edu/help/enter_bug.cgi?product=QUEUENAME4 When a customer would click on a link like this, the new-ticket window for the correct queue would launch. A customer could then enter the necessary ticket information without having to decide which queue to place the request in. I'm trying to find a similar way to do this in OTRS. We have discovered how to modify the drop-down list with only the necessary Queue names, but we're trying to find a way to auto-select a queue based on the URL opened. Is this something that can be done through the template system, and if so, pointers in the general direction would be wonderful. Or will we need to actually code something to make this work? Nathan Power Technology Support Services

3 3

invalid OTRS syntax
by Tony Canale 01 May '08

01 May '08

need help please all of a sudden without making any changes we get this message when we try to forward a ticket; invalid otrs@localhost (invalid Syntax) I checked the AdminSystemAddress and it looks right. what am I missing? thanks, -Tony _________________________________________________________________ Spell a grand slam in this game where word skill meets World Series. Get in the game. http://club.live.com/word_slugger.aspx?icid=word_slugger_wlhm_admod_april08

1 0

Re: [otrs] Software Error
by DAVAUT Benoit [FR] 30 Apr '08

30 Apr '08

It's OK !! Thanks for your help. SELinux was in enable mode ! :s Benoit DAVAUT Adoptez l'éco-attitude. N'imprimez ce mail que si c'est vraiment nécessaire. _____ From: Vince Deli [mailto:olecoot53@hotmail.com] Sent: mercredi 30 avril 2008 15:39 To: otrs(a)otrs.org Subject: [otrs] Software Error During testing of stats, I generated a test report and submitted before I had completed. The report shows in the Overview page with a Stat# 10004 but when I click on it I get an error message: Software error: Illegal division by zero at ../..//Kernel/System/Stats.pm line 1581. I would like to delete the stat report. Does someone know how to do this? I'm using OTRS version 2.2.6 on Redhat Enterprise 5. _____ Express yourself wherever you are. Mobilize! <http://www.gowindowslive.com/Mobile/Landing/Messenger/Default.aspx?Locale=e…>

1 0

Software Error
by Vince Deli 30 Apr '08

30 Apr '08

During testing of stats, I generated a test report and submitted before I had completed. The report shows in the Overview page with a Stat# 10004 but when I click on it I get an error message: Software error:Illegal division by zero at ../..//Kernel/System/Stats.pm line 1581. I would like to delete the stat report. Does someone know how to do this?I'm using OTRS version 2.2.6 on Redhat Enterprise 5. _________________________________________________________________ Express yourself wherever you are. Mobilize! http://www.gowindowslive.com/Mobile/Landing/Messenger/Default.aspx?Locale=e…

1 0

Sending of notices on come tickets
by swood 30 Apr '08

30 Apr '08

Hello! I can't set up the sending of delivery reports from OTRS. These notifications must be arranged by priority. I wonder if I can receive notifications only for high priority requests. Is there anyone that can help me?

1 0

Spool problem
by DAVAUT Benoit [FR] 30 Apr '08

30 Apr '08

Hello, I continued to configure OTRS ... but I always have a few problems. > service otrs start Starting OTRS.. Checking httpd ... done. Checking MySQL ... done. Checking database connect... It looks Ok! done. Enable /opt/otrs/bin/PostMaster.pl ... done. Checking otrs spool dir... Starting otrs PostMaster... (/opt/otrs/var/spool/1) failed. Starting otrs PostMaster... (/opt/otrs/var/spool/2) failed. Starting otrs PostMaster... (/opt/otrs/var/spool/3) failed. done. Creating cronjobs (source /opt/otrs/var/cron/*) ... done. -->> http://atlas/otrs/index.pl <<-- Final start of OTRS.. done Fetchmail & sendmail seem to run properly. I think they are mistakes to check spool mail ! no ? Have you an idea to correct this problem ? Thanks for your help. Regards, Benoit DAVAUT Adoptez l'éco-attitude. N'imprimez ce mail que si c'est vraiment nécessaire.

1 0

Creating custom report
by Ike Nnabugwu 30 Apr '08

30 Apr '08

How would I create a custom report that would display all open tickets and details about the tickets.Thanks

1 0

Creating a custom report
by Ike Nnabugwu 29 Apr '08

29 Apr '08

How would I create a custom report that would display all open tickets and details about the tickets.Thanks -- Ike Nnabugwu

2 1

Spool problem
by DAVAUT Benoit [FR] 29 Apr '08

29 Apr '08

Hello, I continued to configure OTRS ... but I always have a few problems. > service otrs start Starting OTRS.. Checking httpd ... done. Checking MySQL ... done. Checking database connect... It looks Ok! done. Enable /opt/otrs/bin/PostMaster.pl ... done. Checking otrs spool dir... Starting otrs PostMaster... (/opt/otrs/var/spool/1) failed. Starting otrs PostMaster... (/opt/otrs/var/spool/2) failed. Starting otrs PostMaster... (/opt/otrs/var/spool/3) failed. done. Creating cronjobs (source /opt/otrs/var/cron/*) ... done. -->> http://atlas/otrs/index.pl <<-- Final start of OTRS.. done Fetchmail & sendmail seem to run properly. I think they are mistakes to check spool mail ! no ? Have you an idea to correct this problem ? Thanks for your help. Regards, Benoit DAVAUT Adoptez l'éco-attitude. N'imprimez ce mail que si c'est vraiment nécessaire.

1 0

Attacment questions
by Caspar Kennerdale 28 Apr '08

28 Apr '08

Hi I am just in the process of setting up OTRS We receive in excess of 100 requests a day and many if them contain attachments. I need to be able to handle attachments of up to 5 meg Is there any best practice around this? I see that attachments are stored actually in the database, whereas I had assumed they would be stored in Filemanger and the location would be stored in the database? Has anyone have these same requirements? A second question would be what does filemanager do if not store these attachments? Kind Regards --------------------------- Caspar Kennerdale Operations and Production Manager Web Operations Centaur Media plc 79 Wells Street, London, W1T 3QN 020 7970 4680

2 1

Questions After OTRS Migration and Upgrade
by Buice, David R 28 Apr '08

28 Apr '08

Hello, I have migrated our OTRS system from a Linux installation to a Solaris installation. The MySql database has been moved to an EMC data mover. The OTRS system was upgraded from 1.2.3 to 2.2.6. I seem to have 3 intractable problems: 1. It takes about 1 minute, 20 seconds to log into the system and/or whenever you click on "Ticket" when you are somewhere else like in "Admin". Where should I start looking to find out why I'm having such a performance issue? 2. I'm getting messages about the "update_time" for each ticket being extremely old. In fact the system believes that the update time for all the tickets is 1/12/1970!!! I don't think version 1.2.3 had an "update_time" so this is a new "feature" for us. At the moment it is very unwelcome. How to I either get rid of and/or fix "update_time"? 3. We can get to the faqs from http://server_name/otrs/faq.pl but we cannot get to them from the "FAQ" button. I've read other posts to this list that says the permissions need to be changed for each of the FAQ categories, but when I go to "FAQ" I don't see the "Category" button like I did in 1.2.3. Where did it go and how can I fix this? I ran each of the Upgrade scripts against the database that were in $OTRS_HOME/scripts; specifically, DBUpdate-to-1.3.mysql.sql, then DBUpdate-to-2.0.mysql.sql, then DBUpdate-to-2.1.mysql.sql, and finally DBUpdate-to-2.2.mysql.sql. I did not get any errors with each of these upgrades. Any help that the list can provide would be terrific! Thank you, Viele Dank, David Buice ITIL Foundations Certified EDS - PSIC 7000 Chicago Road Warren, MI 48092 ( Phone:+1-586-575-4525 + mailto:david.buice@eds.com cell: 248-249-9122

4 4

Is there a way to notify customers only if they have a new ticket created for them?
by Craig Meirick 28 Apr '08

28 Apr '08

First of all, I am grateful that this list is working again. Thank you to whomever spends time on the functionality of this site. =) For my situation: I have changed my queues to all send out customer notifications for all three options (cusotmer move, customer state, customer owner) but when I create a new ticket for that customer via the new phone ticket, it fails to send out an email to that customer. It does, however, send out notifications when I perform any of these changes to the ticket (new owner, move it, or change the state). What I am looking for is a way to only send out a notification to the customer if there is a new ticket created for that queue. I was under the impression that if a new ticket is created in a queue then a notification would be sent out to that customer, this however didn't happen when I tested it. Is there something I need to change or is this impossible, or is there a config option I can change? Any help is welcomed. Thank you, P.S. The agent notifications are all working wonderfully. >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<

1 0

Cannot select SLA or service when starting a new ticket?
by longwave＠terra.es 28 Apr '08

28 Apr '08

Hi List, When giving in a new ticket a can choose the queue where it goes to but not the service or SLA. I filled out some services and SLA's to my best knowledge in the administrators interface. What do I need to do to get this? We are using OTRS 2.2.5 Thank you, Enrique Ahora también puedes acceder a tu correo Terra desde el móvil. Infórmate pinchando aquí.

1 0

TimeAccounting
by stava 28 Apr '08

28 Apr '08

Whatever happened to the Time Accounting package? Can't seem to find it anywhere. Quick Google reveals nothing. /L

2 1

Re: [otrs] Adding a link to the customer navigation bar
by Leigh Reed 28 Apr '08

28 Apr '08

Hey, Just to let you know that I have succesfully worked around the problem by editing the CustomerNavigationBar.dtl file in the folder for the theme I created. Here is the code. Some of it might be wrong but it works perfectly:  $Data{"Notification"}   <table border="0" width="100%" cellspacing="0" cellpadding="3"> <tr> <td valign="top" align="left" width="70%" class="nav"> <table border="0" cellspacing="2" cellpadding="2"> <tr> <td valign="top" align="center" class="nav"> <div title="Read the User Manual"><a href="http://LinkToManual" onmouseover="window.status='$JSText{"User Manual"}'; return true;" onmouseout="window.status='';" class="navitem"><img border="0" src="http://OTRSserver/otrs-web/images/Standard/manual.png" alt="User Manual"}"><br>User Manual</a></div> </td>  <td valign="top" align="center" class="nav"> <div title="$Text{"$QData{"Description"}"}"><a href="$Env{"Baselink"}$Data{"Link"}" accesskey="$QData{"AccessKey"}" onmouseover="window.status='$JSText{"$QData{"Name"}"}'; return true;" onmouseout="window.status='';" class="navitem"><img border="0" src="$Env{"Images"}$QData{"Image"}" alt="$Text{"$QData{"Name"}"}"><br>$Text{"$QData{"Name"}"}</a></div> </td>  </tr> </table> </td> <td valign="top" align="right" width="30%" class="nav"> $Text{"Welcome %s", "$Env{"UserFirstname"} $Env{"UserLastname"} ($Data{"UserLoginTop"})"}<br> $Env{"Time"} </td> </tr> </table>  Unfortunately it has forced me to put the button to the manual at the front of the navbar because if I try to put it anywhere else then strange things seem to happen, I'm probably getting the code wrong but i'm happy that I managed to get this far with it :) Cheers Leigh ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Leigh Reed Sent: 25 April 2008 14:58 To: otrs(a)otrs.org Subject: [otrs] Adding a link to the customer navigation bar Hi everyone, I have managed to successfully edit the customer navigation bar by editing the file ZZZAAuto.pm located in "otrs\Kernel\Config\Files", so that the companytickets link has been removed and I have moved the logout button to the right instead of it being on the left. I have also added a new button that links to a help manual that I have written for all of our users. However I am having a major problem getting it to link to this new webpage. My understanding is that when a user clicks a button on the navigation bar it links to a module in "otrs\Kernel\Modules" via the line: 'Link' => 'Action=CustomerPreferences'. So in this example it loads the CustomerPreferences.pm file that does lots of advanced things that I have no clue about. Somewhere in this file there is a line or lines that tells it which template to use for the layout, in this case I think it is the CustomerPreferencesForm.dtl file located in "otrs\Kernel\Output\HTML\Company" (I have a customer interface called Company other wise replace Company with Standard). So, I have tried to create a .pm file called Manual.pm and the 'User Manual' button in the nav bar links to this file via the line 'Link' => 'Action=Manual'. However I am stuck because I have no idea how to get this .pm file to link the index.html page of the manual as this is a bit too advanced for me. I can't seem to test it either because when I click the User Manual button I get the error message: "Error: Module Kernel::Modules::Manual not registered in Kernel/Config.pm!". How do I register this module in the config.pm file? Secondly, what do I need to put in the Manual.pm file so that it links or redirects to the index.html page of the user manual? or can I use the line in the ZZZAAuto.pm file 'Link' => ' ' to link to it somehow, maybe by using the direct link? The problem with this is that when i click the link it sends me to http://wbhapp/otrs/Customer.pl?http://wbhapp/SupportDesk/index.html. Can the baselink be ignored at all? Any help would be really appreciated Thank you.

1 0

Re: [otrs] Software problem
by DAVAUT Benoit [FR] 28 Apr '08

28 Apr '08

The SetPermission Script doesn't run properly. I deleted OTRS for reinstall but I have another error : Warning: Kernel/Config.pm isn't writable! Comment: If you want to use the installer, set the Kernel/Config.pm writable for the werserver user! Can't open /opt/otrs/Kernel/Config.pm: Permission denied Here are the file permissions : -rwxrwxrwx 1 apache apache 3900 Mar 28 05:01 Config.pm I don't understand why I have all these problems permissions. Have you an idea, please ? Benoit DAVAUT Adoptez l'éco-attitude. N'imprimez ce mail que si c'est vraiment nécessaire. _____ From: Alessio Tosi [mailto:atosi@oki.it] Sent: lundi 28 avril 2008 09:19 To: 'User questions and discussions about OTRS.org' Subject: Re: [otrs] Software problem run the SetPermission Script in otrs/scripts (or otrs/bin and run the sql update scripts in otrs/scripts _____ From: DAVAUT Benoit [FR] [mailto:benoit.davaut@volubill.com] Sent: Friday, April 25, 2008 2:08 PM To: User questions and discussions about OTRS.org Subject: [otrs] Software problem Hello After a first install of OTRS 2.2.6 (on Fedora Core 5), I have do that : Service httpd start [OK] Service mysqld start [OK] In Firefox : http://@IP/otrs/installer.pl And I have an error : Software error: Permission denied at /opt/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 83, <PRODUCT> line 4. For help, please send mail to the webmaster (root@localhost <mailto:root@localhost> ), giving this error message and the time and date of the error. What should I do ? Benoit DAVAUT Adoptez l'éco-attitude. N'imprimez ce mail que si c'est vraiment nécessaire.

3 2

Ldap authentication help...
by Miguel Dias 28 Apr '08

28 Apr '08

Hello all, I'm trying to use the Ldap authentication... I 've configured over the Frontend::Customer::Auth<http://129.157.70.47/otrs/index.pl?Action=AdminSysConfig&Subaction=Edit&Sys…>in Webinterface but I'm not getting the good results... Is there other way to do it? I found some code in website for user and agent login how can I put it where is the file? I'm using SUSE on it. Thank you all

1 0

Software problem
by DAVAUT Benoit [FR] 28 Apr '08

28 Apr '08

Hello After a first install of OTRS 2.2.6 (on Fedora Core 5), I have do that : Service httpd start [OK] Service mysqld start [OK] In Firefox : http://@IP/otrs/installer.pl And I have an error : Software error: Permission denied at /opt/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 83, <PRODUCT> line 4. For help, please send mail to the webmaster (root@localhost <mailto:root@localhost> ), giving this error message and the time and date of the error. What should I do ? Benoit DAVAUT Adoptez l'éco-attitude. N'imprimez ce mail que si c'est vraiment nécessaire.

2 1

index.pl and high cpu usage
by Alessio Tosi 28 Apr '08

28 Apr '08

I've been trying to upgrade a very old installation 1.3 to the latest version: ubuntu 6.06 I've installed with apt-get apache2 mysql all the perl modules required from checkmodules, some by apt-get, some directly from CPAN I've copied the database from the old server to the new one and the run all sql scripts to upgrade the schema from 1.3 to 2.2 from within webmin interface I had article storage on FS and I've not copied file yet as it's 30GB of files. I've tried to test the new interface and I can login and see all the queues and ticket but when the agent view is displayed, it takes about 17 sec to display the page I've tried to enable logging of slow query but without success In top i can see that index.pl takes lot of cpu but I can't understand why p.s. the ubuntu machine is running on a vmware machine with 1 GB memory and I can see at least 20% memory is still free when index.pl is runing Any idea? Ciao AleX

2 2

Upgrade to 2.2.6 fails: Can't use an undefined value as a HASH reference at ../..//Kernel/System/Ticket/Article.pm line 1409.
by Graham Leggett 28 Apr '08

28 Apr '08

Hi all, After upgrading OTRS v2.0.4 to v2.2.6 using the instructions in UPGRADING, my OTRS fails with the following error: Can't use an undefined value as a HASH reference at ../..//Kernel/System/Ticket/Article.pm line 1409. Google leads me to the following FAQ entry, which suggests this problem occurs after an upgrade to v2.2.2: http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=192 It suggests that I run the following sql to fix this: ALTER TABLE ticket ADD escalation_response_time INTEGER; ALTER TABLE ticket ADD escalation_solution_time INTEGER; This fails, because the columns have already been added by the DB migration script. Does anyone have any further reasons why this error should occur, apart from the missing columns referred to in the FAQ, which in this case are not missing? Regards, Graham --

2 1

Problem with HTTPS
by Matias N. Sliafertas 26 Apr '08

26 Apr '08

Hello list, I'm having a problem with the OTRS, when I select from the https Framework -> Core, the option HTTPS nothing happens by logging continues only with http, someone knows how I fix this? Since already thank you very much pd : Sorry for my English, it is not the best -- ----------------------------------------------------------- ----------------------------------------------------------- Matias

2 1

How to begin to use otrs
by Mika Chu 26 Apr '08

26 Apr '08

Hi all! I installed otrs in the company, first it is for our IT teams memebers. Is there any best practice I can do the job step by step? manual seems great for installation and configration. Thanks! Br, Mika

1 0

Running external php link after answering a ticket
by Nia Forouzesh 26 Apr '08

26 Apr '08

Well I think you might have faced this problem and can help me resolve it: Problem: Our agents have some answers to compose and send it to customer tickets. Among these answers, if for example answer1 is going to be composed, agent should copy the subject of ticket to a link like: http://www.domain.com/phpscript.php?param1=<SUBJECT OF TICKET> then agent will change the state of ticket to some thing else and reply is sent. the output of that external link is not important, only run it for once is necessary. Now my question: Is there any way to automate such link running by trigging an event on change status of ticket or on composing answer? Of course the php code itself is available but I don't know where to call it in Perl scripts of OTRS. Thank you for your help, Nia --------------------------------- Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now.

1 0

Great Open Source OTRS Tool for free called: ((OTRS - Manager))
by sunnyboy＠gopa-soft.de 25 Apr '08

25 Apr '08

Hello, i have found a great Manager Tool to manage and overview Tickets. -> ((OTRS - Manager)) -> http://otrs-manager.sourceforge.net/index.php?page=homepage_en Here a short review of the Customer Page: ((OTRS - Manager)) allow you an easy, fast and clear access to informations, which are saved in your Open Ticket Request System ((OTRS)). It is an german Open Source Project and i have try it on my computer. It works fine and i think its a great Open Source Tool. best regards

2 1

Adding a link to the customer navigation bar
by Leigh Reed 25 Apr '08

25 Apr '08

Hi everyone, I have managed to successfully edit the customer navigation bar by editing the file ZZZAAuto.pm located in "otrs\Kernel\Config\Files", so that the companytickets link has been removed and I have moved the logout button to the right instead of it being on the left. I have also added a new button that links to a help manual that I have written for all of our users. However I am having a major problem getting it to link to this new webpage. My understanding is that when a user clicks a button on the navigation bar it links to a module in "otrs\Kernel\Modules" via the line: 'Link' => 'Action=CustomerPreferences'. So in this example it loads the CustomerPreferences.pm file that does lots of advanced things that I have no clue about. Somewhere in this file there is a line or lines that tells it which template to use for the layout, in this case I think it is the CustomerPreferencesForm.dtl file located in "otrs\Kernel\Output\HTML\Company" (I have a customer interface called Company other wise replace Company with Standard). So, I have tried to create a .pm file called Manual.pm and the 'User Manual' button in the nav bar links to this file via the line 'Link' => 'Action=Manual'. However I am stuck because I have no idea how to get this .pm file to link the index.html page of the manual as this is a bit too advanced for me. I can't seem to test it either because when I click the User Manual button I get the error message: "Error: Module Kernel::Modules::Manual not registered in Kernel/Config.pm!". How do I register this module in the config.pm file? Secondly, what do I need to put in the Manual.pm file so that it links or redirects to the index.html page of the user manual? or can I use the line in the ZZZAAuto.pm file 'Link' => ' ' to link to it somehow, maybe by using the direct link? The problem with this is that when i click the link it sends me to http://wbhapp/otrs/Customer.pl?http://wbhapp/SupportDesk/index.html. Can the baselink be ignored at all? Any help would be really appreciated Thank you.

1 0

Difficulty in upgrading existing install from 2.0.4 to 2.2.6??
by echo5juliet＠gmail.com 25 Apr '08

25 Apr '08

Hello, I have a running 2.0.4 OTRS installation and I am considering updating it to 2.2.6. Can anyone give me an idea of how difficult or problematic this might be? Is it as simple as replacing the binaries or has the mySQL tables and indexes changed significantly as well? If there are significant changes has anyone developed a tool or perl script that assists in the conversions? Thanks, --Jeff

2 1

Sending email when ticket is added to queue
by Baker, Greg 25 Apr '08

25 Apr '08

Is it possible to configure otrs to send an email to an agent or agents when a new ticket is added to a specific queue? Greg

2 1

closing ancient tickets
by Gerhard den Hollander 25 Apr '08

25 Apr '08

We are in the process of cleaning up our otrs database what I would like to do is find all tickets that are (say) Older then 1 year state == new |\ state == open and bulk-action close them. Is there an easy way to do this ? I guess I can generate a search query export the csv file and then extract the ticket numbers out of that then use a mysql query 9which one ?) to close all tickets that match the numbers generated but I have the feeling there must be an easier way. unfortunetely, the result of a search query miss the [ ] select this ticket for bulk action tick box. Im using otrs 2.2.5 Kind regards, Fugro-Jason Netherlands BV Gerhard den Hollander Senior ICT Engineer Telephone: +31 (0)70 3170 539 / Fax: +31 (0)70 3170 511 E-mail: gdenhollander(a)fugro-jason.com / Website: www.fugro-jason.com <http://www.fugro-jason.com/> Address: Veurse Achterweg 10, 2264 SG Leidschendam, The Netherlands / P.O. Box 35, 2260 AA Leidschendam, The Netherlands Trade Register Nr: 24294747 / VAT: NL 00807174798 B01

2 1

Merging the queues
by syareefdol 25 Apr '08

25 Apr '08

Hey guys! At the moment, I'm using OTRS for my company helpdesk support. Just quick questions; Can I merge the queues that I've been created??? Thanks guys!! Cheers!

2 1

test
by Shawn Beasley 24 Apr '08

24 Apr '08

test -- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97521 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann

1 0

Customer Ticket Type
by Vince Deli 24 Apr '08

24 Apr '08

I have been very impressed with OTRS and the ability to customize to meet our needs. I cannot however, figure out how to limit the Ticket Type Dropdown list for the Customer "New Ticket" Email form. We would like to have the ability to only have the Customer open certain types of tickets. I have only been able to give them all of the ticket types or none. Can this be done? Thanks in advance for any help!! _________________________________________________________________ In a rush? Get real-time answers with Windows Live Messenger. http://www.windowslive.com/messenger/overview.html?ocid=TXT_TAGLM_WL_Refres…

1 0

Sort of FreeText fields
by Rodrigo Pereira 24 Apr '08

24 Apr '08

Hello! I've managed to change sorting of the regular components, adding the SortBy attribute on a few places on the code. I'm trying now to achieve that with FreeTextFields, but not having much success. I just need to have the dropdown boxes ordered by their keys and not by content. Any suggestions on the best way to achieve this? Thanks, rodrigo

1 0

User stats
by Arnold Ligtvoet 24 Apr '08

24 Apr '08

Hi, I'm trying to work out a query that will output the agent activity for a period. I've come up with this query: SELECT DISTINCT ticket.id, ticket.tn, count(ticket.id) as NO,system_user.first_name, system_user.last_name, ticket_state.name FROM ticket JOIN ticket_state ON ticket_state.id=ticket_state_id JOIN system_user ON system_user.id=user_id WHERE ticket.create_time LIKE '%2008-04%' AND ticket_state_id > 1 AND ticket.change_by = ticket.user_id GROUP BY user_id,ticket_state.name; When I set it to create_time in the WHERE clause, the numbers look like they are possible, however I'm seeing only tickets that were started in the period that the query runs for and I'd like to see final ticket states. I've tried changing create_time to change_time however this gives me unusual high numbers of tickets. Arnold. BTW: is everybody getting reposts from the mailing list? I see my own posts come back and back?

3 4

Notification for External Notes
by Sherry CK 24 Apr '08

24 Apr '08

Hi, I have the OTRS system ([ OTRS::ITSM 1.0.6 <http://otrs.gb-solution.com/otrs/index.pl?> ], Powered by OTRS 2.2.6 <http://otrs.org/> ) running. I am trying to get the notifications to work to our requirements. What I would like to see is * When an external note is added by the agent, a mail is sent to the customer * When this mail is sent to the customer, it should contain the note that was added by the agent instead of a mail which says that "A new note is added to the ticket" If I am not mistaken, mail on external note was working initially when the system was setup. But, I cannot find the option to enable it now. Thanks. Sherry

1 0

Customer Ticket Type List
by Vince Deli 23 Apr '08

23 Apr '08

I have been very impressed with OTRS and the ability to customize to meet our needs. I cannot however, figure out how to limit the Ticket Type Dropdown list for the Customer "New Ticket" Email form. We would like to have the ability to only have the Customer open certain types of tickets. I have only been able to give them all of the ticket types or none. Can this be done? Thanks in advance for any help!! _________________________________________________________________ Back to work after baby–how do you know when you’re ready? http://lifestyle.msn.com/familyandparenting/articleNW.aspx?cp-documentid=57…

1 0

LDAP customer creation/sync
by Wim Beerten 23 Apr '08

23 Apr '08

Hi, I’m going through the configuration of LDAP(e-directory) for OTRS. I’ve been able to configure that Agents/Customers use LDAP for authentication and that a new agent can automatically be created from LDAP when he logs in the first time in the agent web interface thanks to the documentation and some examples I found in this mailing list. I’m trying to accomplish the same thing now for Customers who log in the first time through the Customer web interface but can’t seem to get it to work. To my understanding it is the #UserSyncLDAPMap (see the config below) section that makes it possible that a new agent (which has an account in e-directory) can log in on the agent web interface and that his user data gets mapped to the OTRS database. What do I need to use to make the same thing possible for a new customer (which has an account in e-directory) who logs in on the customer web interface? Any help or comments on my configuration are much appreciated. This is my config : # ---------------------------------------------------- # # LDAP Agent Auth # # ---------------------------------------------------- # $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = '193.190.59.1'; $Self->{'AuthModule::LDAP::BaseDN'} = 'o=khlim'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; $Self->{'AuthModule::LDAP::UserAttr'} = 'UID'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=helpdesk,ou=res,ou=die,o=khlim'; $Self->{'AuthModule::LDAP::SearchUserPw'} = ''; # ---------------------------------------------------- # # LDAP Customer Auth # # ---------------------------------------------------- # $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '193.190.59.1'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'o=khlim'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'UID'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=helpdesk,ou=res,ou=die,o=khlim'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = ''; # ---------------------------------------------------- # # LDAP Customer/Agent Data from LDAP # # ---------------------------------------------------- # # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP Khlim', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => '193.190.59.1', # ldap base dn BaseDN => 'o=khlim', # 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=helpdesk,ou=res,ou=die,o=khlim', UserPw => '', # 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 => '(&(objectClass=user)(mail=*@khlim))', # if your frontend is e. g. iso-8859-1 and the charset of your # ldap server is utf-8, use this options (if not, ignore it) #SourceCharset => 'utf-8', #DestCharset => 'iso-8859-1', # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, # customer uniq id CustomerKey => 'uid', # customer # CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['uid', 'givenName', 'sn'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenName', 'sn'], # show now own tickets in customer panel, CompanyTickets CustomerUserExcludePrimaryCustomerID => 0, # add a ldap filter for valid users (expert setting) #CustomerUserValidFilter => '(!(description=gesperrt))', # admin can't change customer preferences AdminSetPreferences => 0, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'uid', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'mail', 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 ], ], }; #UserSyncLDAPMap # (map if agent should create/synced from LDAP to DB after login) $Self->{UserSyncLDAPMap} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; #UserSyncLDAPGroups #(If "LDAP" was selected="selected" for AuthModule, you can specify # initial user groups for first login.) $Self->{UserSyncLDAPGroups} = [ 'users', ]; # UserTable $Self->{DatabaseUserTable} = 'system_user'; $Self->{DatabaseUserTableUserID} = 'id'; $Self->{DatabaseUserTableUserPW} = 'pw'; $Self->{DatabaseUserTableUser} = 'login'; No virus found in this outgoing message. Checked by AVG. Version: 7.5.524 / Virus Database: 269.23.3/1392 - Release Date: 22/04/2008 15:51

1 0

Time units, normal time vs. overtime
by Sune T. Tougaard 23 Apr '08

23 Apr '08

Hi, I'd like to "expand" the "Time Units" field when handling tickets. My users have a need to distinguish between normal time used on a ticket and overtime used. (for billing and statistical purposes, for example) I'm imagining that it's a fairly simple thing to do, but i have no idea how to, as i'm really not a coder. Can anyone help? Have also had a look at the "Time Accounting" module, but... I just didn't get it. And it seems a bit overkill for what i need. Thanks. -- /Sune

1 0

Customer can't see my comments
by Tony Canale 23 Apr '08

23 Apr '08

Dear OTRS, Customer can't see my comments:.... when an agent closes a ticket, with comments, the customer that created the ticket gets the email notification but the comments don't show in the body of the email. (they doesn't show in their customer queue either,... it only states that its been closed by the agents. The only time that the comments show up is when I use "compose answer email", instead of close link. why are the comments not showing up? thanks for the help, we are using VER.2.2.5 -Tony _________________________________________________________________ Use video conversation to talk face-to-face with Windows Live Messenger. http://www.windowslive.com/messenger/connect_your_way.html?ocid=TXT_TAGLM_W…

3 2

Ldap integration
by Miguel Dias 22 Apr '08

22 Apr '08

Hello all, I'm trying to use the Ldap authentication... I 've configured over the Frontend::Customer::Auth<http://129.157.70.47/otrs/index.pl?Action=AdminSysConfig&Subaction=Edit&Sys…>in Webinterface but I'm not getting the good results... Is there other way to do it? I found some code in website for user and agent login how can I put it where is the file? I'm using SUSE on it. Thank you all

1 1

Test 22/04/08 1634
by Shawn Beasley 22 Apr '08

22 Apr '08

test of mailing list -- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97521 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann

1 0

recording email discussions for a ticket
by Kent Tong 22 Apr '08

22 Apr '08

Hi, Is it possible to let OTRS record email discussions for a ticket? The "Note" function is closed but it won't email other fellow support engineers. Thanks for any info!

1 0

Performance Issues
by Buice, David R 21 Apr '08

21 Apr '08

Hello All, We are running OTRS 1.2.3 on Linux on a Compaq desktop computer. I am migrating our OTRS system to a Solaris server using version 2.2.6. The database will be sitting on an EMC data mover. I have successfully installed OTRS 2.2.6 on the Solaris server. I have all the PERL modules, save those for LDAP, installed and OTRS seems to come up just fine. I made a backup of the original database by running: mysqlhotcopy otrs /lapps/otrs.sql I then logged on to the new Solaris system, copied the otrs.sql file over and then ran the following: mysql -p otrs < otrs.sql I then ran the following updates: DBUpdate-to-1.3.mysql.sql, DBUpdate-to-2.0.mysql.sql, DBUpdate-to-2.1.mysql.sql, and DBUpdate-to-2.2.mysql.sql using the following command: cat DBUpdate-to-1.3.mysql.sql | mysql -p -f -u root otrs I repeated the last command for each of the database updates. I did not get any errors. I then carefully copied the information from the original Config.pm from the old installation to the new. I am now seeing a performance issue when I try to log on to the new OTRS system. Logging in usually takes anywhere from 1 to 2 minutes. If I am in the admin area and click to the Ticket area it again takes about 1 to 2 minutes. Are there obvious places and/or logs I can check that is causing this performance issue? Any help would be greatly appreciated. Thank you, David Buice ITIL Foundations Certified EDS - PSIC 7000 Chicago Road Warren, MI 48092 ( Phone:+1-586-575-4525 + mailto:david.buice@eds.com cell: 248-249-9122

1 0

Admin Locked out
by Caspar Kennerdale 21 Apr '08

21 Apr '08

Hi I was creating new users and assigning permissions to them yesterday. The permissions I was assigning was access to control tickets for each group I have set up but not whether or not any have overall admin rights To my knowledge I did not change the details of the root@localhost account I have come in to today as it says I do not have permission to any of the admin screens Is there any thing I can do here - short of re-installing Kind Regards --------------------------- Caspar Kennerdale Operations and Production Manager Web Operations Centaur Media plc 79 Wells Street, London, W1T 3QN 020 7970 4680

1 0

Showing initial ticket in QueueView
by Baker, Greg 21 Apr '08

21 Apr '08

In the agent frontend, the default view of a queue shows the last followup for a ticket. I would like to show the initial ticket entry in the queueview, making followups viewable once you zoom. Is there a config option for this? Greg

1 0

View all followups in ZOOM
by Baker, Greg 21 Apr '08

21 Apr '08

Is there an option to show all the ticket follow-ups on the main page when you zoom on a ticket? Or will I have to change the template for ticket views. I want this option for both agents and customers. Thanks Greg

2 2

Authenticate agents against LDAP
by Miguel Dias 21 Apr '08

21 Apr '08

Hello everyone. I have read that we can authenticate agents against LDAP I found some code in : " http://doc.otrs.org/2.2/en/html/x1643.html#configuration-agent-auth-backend… " My questions are: 1- This code should be inserted where??? (I thing that should be on Config.pm but where) 2- When is said to take care about the Net::LDAP how can I confirm if it's installed or not? Thank you everyone.

1 0

Two instances of OTRS
by Ike Nnabugwu 20 Apr '08

20 Apr '08

I am tasked with implementing two instances of otrs on the same box,using the same apache and database.If this questions has been answered,please point me to where I can look it up.If not,I will appreciate some pointers.Thanks.

5 6

[Fwd: Cron <otrs@kraken> $HOME/bin/PostMasterPOP3.pl >> /dev/null]
by Milan Koudelka - Internet Mall 19 Apr '08

19 Apr '08

Hi all, I don't understandt this e-mails from otrs system. It's send it almost every five minutes, but sometimes it's quite. I don't know why. Can you help me ? Thank you. Milan Koudelka milan.koudelka(a)mall.cz -------- Původní zpráva -------- Předmět: Cron $HOME/bin/PostMasterPOP3.pl >> /dev/null Datum: Thu, 10 Apr 2008 12:50:03 +0200 Od: root(a)kraken.mall (Cron Daemon) Komu: root(a)kraken.mall ERROR: OTRS-PM3-10 Perl: 5.8.5 OS: linux Time: Thu Apr 10 12:50:03 2008 Message: StateType 'open' not found! Traceback (26500): Module: Kernel::System::State::StateGet (v1.20) Line: 206 Module: Kernel::System::Ticket::StateSet (v1.275.2.15) Line: 4163 Module: Kernel::System::PostMaster::FollowUp::Run (v1.54) Line: 109 Module: Kernel::System::PostMaster::Run (v1.65) Line: 292 Module: main::FetchMail (v1.25) Line: 206 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.25) Line: 125 ERROR: OTRS-PM3-10 Perl: 5.8.5 OS: linux Time: Thu Apr 10 12:50:03 2008 Message: Need StateID or State! Traceback (26500): Module: Kernel::System::Ticket::StateSet (v1.275.2.15) Line: 4171 Module: Kernel::System::PostMaster::FollowUp::Run (v1.54) Line: 109 Module: Kernel::System::PostMaster::Run (v1.65) Line: 292 Module: main::FetchMail (v1.25) Line: 206 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.25) Line: 125 -- Milan Koudelka Linux & Network Administrator Internet Mall, a.s. Internet Mall - obchody, které si oblíbíte. http://www.MALL.cz ---------------------- Privitejte jaro se stylovym mp3 prehravacem Apple iPod Nano za skvelou cenu. Jednoduse se ovlada, skvele hraje a jeste lepe vypada. Vyberte si jedno ze ctyrech barevnych provedeni a rozehrajte to: http://www.mp3store.cz/ipod/ ----------------------

4 5

how to begin to use otrs?
by Mika Chu 19 Apr '08

19 Apr '08

Hi, I am a biginner of otrs. I installed it on our production server(alone). And how to begin to use it? is there any document step by step? otrs admin document seems good for installation and configuration, but not for daily usage. Thanks! Br, Mika C

1 0

[OT]Hi list!
by Matias N. Sliafertas 18 Apr '08

18 Apr '08

Hello list, I am a new user of otrs, im from argentina, I hope I can help and be helped. Greetings! -- ----------------------------------------------------------- ----------------------------------------------------------- Matias N. Sliafertas

1 0

The users Contact Details
by Sabeer Ahamed 18 Apr '08

18 Apr '08

Hi All When I create an contact either technicain or a customer I do not have option of entering the phone numbers Where do i add the phone numbers??? What is called a PHONE TICKET?? Please try to help me out Regards Sabeer

1 0

Getting data from AD into Custom FreeText fields on tickets
by Tony Scharf 17 Apr '08

17 Apr '08

(sorry about the double post. Dont know why my subject got truncated) Hello, I recently implemented an OTRS system at my company, and so far everything is going really well. we are very happy with it, and it suits us just fine. For reporting purposes, we would like to store some additional fields from AD (its configured for LDAP lookup for customers), specificaly the Department the user is from and some additonal contact info. I can already get this data to show up in the customer search screen, so I know OTRS can see it, however I cant quite figure out how to get that data to get added to a ticket for that user and saved into the database. As a follow up, it would be great if I could then use this field within the Stats program to filter reports. Thank you for your time, and I appologize if this is a basic dumb question. Tony Scharf

1 0

G
by Tony Scharf 17 Apr '08

17 Apr '08

Hello, I recently implemented an OTRS system at my company, and so far everything is going really well. we are very happy with it, and it suits us just fine. For reporting purposes, we would like to store some additional fields from AD (its configured for LDAP lookup for customers), specificaly the Department the user is from and some additonal contact info. I can already get this data to show up in the customer search screen, so I know OTRS can see it, however I cant quite figure out how to get that data to get added to a ticket for that user and saved into the database. As a follow up, it would be great if I could then use this field within the Stats program to filter reports. Thank you for your time, and I appologize if this is a basic dumb question. Tony Scharf

1 0

"issues" with GenericAgent.pl
by Mark Nernberg (gmail account) 17 Apr '08

17 Apr '08

Well, something "broke", and I'm not sure what. I'm getting errors via cronjobs for GenericAgent.pl, so I ran it with a trace, but no real hint as to the problem. The command-line execution (which produces the same output I get via cron): echo# ./GenericAgent.pl Subroutine new redefined at /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm line 78. Subroutine JobRun redefined at /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm line 205. Subroutine _JobRunTicket redefined at /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm line 423. Subroutine JobList redefined at /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm line 769. Subroutine JobGet redefined at /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm line 796. Subroutine JobAdd redefined at /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm line 1029. Subroutine JobDelete redefined at /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm line 1092. Subroutine _JobUpdateRunTime redefined at /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm line 1115. echo# The output of the trace is: echo# perl -d GenericAgent.pl Loading DB routines from perl5db.pl version 1.28 Editor support available. Enter h or `h h' for help, or `man perldebug' for more help. main::(GenericAgent.pl:33): $VERSION = qw($Revision: 1.44 $) [1]; DB<1> n main::(GenericAgent.pl:47): my %Opts = (); DB<1> n main::(GenericAgent.pl:48): getopt( 'fhcdl', \%Opts ); DB<1> n main::(GenericAgent.pl:49): if ( $Opts{'h'} ) { DB<1> n main::(GenericAgent.pl:61): if ( !$Opts{'d'} ) { DB<1> n main::(GenericAgent.pl:62): $Opts{'d'} = 0; DB<1> n main::(GenericAgent.pl:66): if ( !$Opts{'l'} ) { DB<1> n main::(GenericAgent.pl:67): $Opts{'l'} = 3000; DB<1> n main::(GenericAgent.pl:71): my $UserIDOfGenericAgent = 1; DB<1> n main::(GenericAgent.pl:74): my %CommonObject = (); DB<1> n main::(GenericAgent.pl:75): $CommonObject{ConfigObject} = Kernel::Config->new(); DB<1> n main::(GenericAgent.pl:76): $CommonObject{LogObject} = Kernel::System::Log->new( main::(GenericAgent.pl:77): LogPrefix => 'OTRS-GenericAgent', main::(GenericAgent.pl:78): %CommonObject, main::(GenericAgent.pl:79): ); DB<1> n main::(GenericAgent.pl:80): $CommonObject{MainObject} = Kernel::System::Main->new(%CommonObject); DB<1> n main::(GenericAgent.pl:81): $CommonObject{DBObject} = Kernel::System::DB->new(%CommonObject); DB<1> n main::(GenericAgent.pl:82): $CommonObject{PIDObject} = Kernel::System::PID->new(%CommonObject); DB<1> n main::(GenericAgent.pl:83): $CommonObject{TimeObject} = Kernel::System::Time->new(%CommonObject); DB<1> n main::(GenericAgent.pl:84): $CommonObject{TicketObject} = Kernel::System::Ticket->new( %CommonObject, Debug => $Opts{'d'}, ); DB<1> n main::(GenericAgent.pl:85): $CommonObject{QueueObject} = Kernel::System::Queue->new(%CommonObject); DB<1> n main::(GenericAgent.pl:86): $CommonObject{GenericAgentObject} = Kernel::System::GenericAgent->new( main::(GenericAgent.pl:87): %CommonObject, main::(GenericAgent.pl:88): Debug => $Opts{'d'}, main::(GenericAgent.pl:89): NoticeSTDOUT => 1, main::(GenericAgent.pl:90): ); DB<1> n main::(GenericAgent.pl:93): if ( !$Opts{'c'} ) { DB<1> n main::(GenericAgent.pl:94): $Opts{'c'} = 'Kernel::Config::GenericAgent'; DB<1> n main::(GenericAgent.pl:96): if ( $Opts{'c'} eq 'db' ) { DB<1> n main::(GenericAgent.pl:100): if ( !$CommonObject{MainObject}->Require( $Opts{'c'} ) ) { DB<1> n Subroutine new redefined at /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm line 78. at /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm line 78 require /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm called at /usr/local/www/secure/otrs/Kernel/System/Main.pm line 112 Kernel::System::Main::Require('Kernel::System::Main=HASH(0x297f1444)', 'Kernel::Config::GenericAgent') called at GenericAgent.pl line 100 Subroutine JobRun redefined at /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm line 205. at /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm line 205 require /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm called at /usr/local/www/secure/otrs/Kernel/System/Main.pm line 112 Kernel::System::Main::Require('Kernel::System::Main=HASH(0x297f1444)', 'Kernel::Config::GenericAgent') called at GenericAgent.pl line 100 Subroutine _JobRunTicket redefined at /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm line 423. at /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm line 423 require /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm called at /usr/local/www/secure/otrs/Kernel/System/Main.pm line 112 Kernel::System::Main::Require('Kernel::System::Main=HASH(0x297f1444)', 'Kernel::Config::GenericAgent') called at GenericAgent.pl line 100 Subroutine JobList redefined at /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm line 769. at /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm line 769 require /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm called at /usr/local/www/secure/otrs/Kernel/System/Main.pm line 112 Kernel::System::Main::Require('Kernel::System::Main=HASH(0x297f1444)', 'Kernel::Config::GenericAgent') called at GenericAgent.pl line 100 Subroutine JobGet redefined at /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm line 796. at /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm line 796 require /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm called at /usr/local/www/secure/otrs/Kernel/System/Main.pm line 112 Kernel::System::Main::Require('Kernel::System::Main=HASH(0x297f1444)', 'Kernel::Config::GenericAgent') called at GenericAgent.pl line 100 Subroutine JobAdd redefined at /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm line 1029. at /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm line 1029 require /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm called at /usr/local/www/secure/otrs/Kernel/System/Main.pm line 112 Kernel::System::Main::Require('Kernel::System::Main=HASH(0x297f1444)', 'Kernel::Config::GenericAgent') called at GenericAgent.pl line 100 Subroutine JobDelete redefined at /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm line 1092. at /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm line 1092 require /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm called at /usr/local/www/secure/otrs/Kernel/System/Main.pm line 112 Kernel::System::Main::Require('Kernel::System::Main=HASH(0x297f1444)', 'Kernel::Config::GenericAgent') called at GenericAgent.pl line 100 Subroutine _JobUpdateRunTime redefined at /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm line 1115. at /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm line 1115 require /usr/local/www/secure/otrs/Kernel/Config/GenericAgent.pm called at /usr/local/www/secure/otrs/Kernel/System/Main.pm line 112 Kernel::System::Main::Require('Kernel::System::Main=HASH(0x297f1444)', 'Kernel::Config::GenericAgent') called at GenericAgent.pl line 100 main::(GenericAgent.pl:107): eval "import $Opts{'c'}"; DB<1> n main::((eval 95)[GenericAgent.pl:107]:1): 1: import Kernel::Config::GenericAgent DB<1> n main::(GenericAgent.pl:112): if ( $Opts{'c'} eq 'db' ) { DB<1> n main::(GenericAgent.pl:208): for my $Job ( sort keys %Jobs ) { DB<1> n main::(GenericAgent.pl:220): exit; DB<1> n Debugged program terminated. Use q to quit or R to restart, use o inhibit_exit to avoid stopping after program termination, h q, h R or h o to get additional info. DB<1> q echo # HELP would be greatly appreciated! TIA. -- Mark J. Nernberg Please note: THIS IS NOT MY REGULAR EMAIL ACCOUNT! AIM: marknernberg

1 0

Upgrade 2.0.1 > 2.2.6
by DAVAUT Benoit [FR] 17 Apr '08

17 Apr '08

Hello, We currently OTRS v2.0.1 and we would like to make an upgrade to v2.2.6 ! What are the changes to the MySQL Backup to import our BDD v2.0.1 in the new BDD v2.2.6 ? I cant find information on FAQ. Can you help me ? Benoit DAVAUT Adoptez l'éco-attitude. N'imprimez ce mail que si c'est vraiment nécessaire.

1 0

Print output - HTML instead of PDF?
by Nick Bright 17 Apr '08

17 Apr '08

Is it possible to change the output of the "Print" functionality (specifically I think it's AgentTicketPrint) back to HTML? My previous install of OTRS generated a printer friendly HTML page when the print function was called; I would prefer to have that type of output because it is much faster than generating a PDF. By faster I mean, on workstations you don't have to wait for Adobe Bloatware Reader to open up just to click print. I've dug on Config.pm and Defaults.pm, I don't see any configuration items relating to the type of printing output, and it's not obvious to my non-programmer brain how to change it in the actual AgentTicketPrint.pm module (or even if that's the appropriate place to change something.) Thanks in advance, -- --- - Nick Bright Network Administrator Terra World Tel 888-332-1616 x 315 Fax 620-332-1201

4 7

dtl "if" statement
by Jeff Adams 17 Apr '08

17 Apr '08

I'm trying to make a link in AgentTicketZoom.dtl to a page with customer info. The target page will depend on what queue you're in. Following the examples in the developer docs, I did a simple dtl "if" statement, something like this -- <dtl if ( $Data{"QueueID"} eq "5" ) { $Data{"Adminpage"} = "accountinfo.mhtml"; }> I can see the QueueID just fine. No matter what I do, I cannot set "Adminpage", even with a simple "set" -- < dtl set $Data{"Adminpage"} = "accountinfo.mhtml"; > -- it doesn't work. Version is 2.2.4-01. What am I doing wrong? Thanks.

1 0

dtl "if" statement
by maillists0＠gmail.com 17 Apr '08

17 Apr '08

I'm trying to make a link in AgentTicketZoom.dtl to a page with customer info. The target page will depend on what queue you're in. Following the examples in the developer docs, I did a simple dtl "if" statement, something like this -- <dtl if ( $Data{"QueueID"} eq "5" ) { $Data{"Adminpage"} = "accountinfo.mhtml"; }> I can see the QueueID just fine. No matter what I do, I cannot set "Adminpage", even with a simple "set" -- < dtl set $Data{"Adminpage"} = "accountinfo.mhtml"; > -- it doesn't work. Version is 2.2.4-01. What am I doing wrong? Thanks.

1 0

Multiple Customer::Auth backends simultaneously
by Aleksander Adamowski 16 Apr '08

16 Apr '08

Hi! From reading the "Multiple Customer::AuthModule" thread (http://lists.otrs.org/pipermail/otrs/2008-February/021994.html) I got the impression that OTRS could use multiple auth modules for customers in parallel. However, the thread went on to simply being about LDAP authentication in Active Directory :( I happen to have a need for having multiple customer backends and auth modules. Reading some documents on the web gave lots of promises: http://cunningcoder.org/node/9 http://doc.otrs.org/2.1/en/html/x1482.html#multible-customer-backends However, it seems that currently OTRS _cannot_ work with two different Customer authentication modules/sources, nor with two different Agent authentication modules. That's contrary to information from Lars J�rgensen (http://lists.otrs.org/pipermail/otrs/2008-February/021996.html) and Michael Clay (http://cunningcoder.org/node/9) Those postings are wrong, the configurations described there cannot possibly work (well, unless I'm wrong, and I'd like to be wrong on this one). Here's why: when launching OTRS in debug mode 2 ("$Self->{Debug} = 2;" in Config.pm), I can clearly see in the logs that OTRS doesn't even attempt to read any "Customer::AuthModule1", "Customer::AuthModule2" variables: Debug: Config.pm ->Get('Customer::AuthModule') --> Kernel::System::CustomerAuth::LDAP There's no "Get('Customer::AuthModule1')" attempted anywhere. So if you place something like this in Config.pm it won't matter to OTRS: $Self->{'AuthModule1'} = 'Kernel::System::Auth::LDAP'; The only place where the number suffix variables are read by OTRS is for CustomerUser configurations: Debug: Config.pm ->Get('CustomerUser1') --> HASH(0x55555a12a620) Debug: Config.pm ->Get('CustomerUser2') --> HASH(0x55555a12b910) However, those don't influence Customer Auth - they only influence storage of tickets if I understand that correctly. So if you want to handle multiple customer authentication modules, I've found out the only way is to write a non-standard Customer Auth module, like Ralf Becker did in 2006: http://lists.otrs.org/pipermail/otrs/2006-June/011413.html Better yet, of course, is to use Ralf's module, which luckily is still available under the old address (http://www.fh-trier.de/~beckerr/OTRS-CustomerAuth/Multiple.pm) I've tested this module on OTRS 2.1 and it still works! A final question: maybe I'm wrong and it actually is possible to use multiple Customer::Auth modules in latest versions of OTRS? If yes, then how? Lars J�rgensen's and Michael Clay's setup definitely don't work for me (using OTRS 2.1). -- Best Regards, Aleksander Adamowski GG#: 274614 ICQ UIN: 19780575 http://olo.org.pl -- Aleksander Adamowski Administrator systemów korporacyjnych; Instruktor Altkom Akademia S.A. http://www.altkom.pl Warszawa, ul. Chłodna 51 tel. brak kom. +48 601-318-080 Sąd Rejonowy dla m.st. Warszawy w Warszawie, XII Wydział Gospodarczy Krajowego Rejestru Sądowego, KRS: 0000120139, NIP 118-00-08-391, Kapitał zakładowy: 1000 000 PLN. Adres rejestrowy Firmy - ul. Stawki 2, 00-193 Warszawa. Niniejsza wiadomość zawiera informacje zastrzeżone i stanowiące tajemnicę przedsiębiorstwa firmy Altkom Akademia S.A. Ujawnianie tych informacji osobom trzecim lub nieuprawnione wykorzystanie ich do własnych celów jest zabronione. Jeżeli otrzymaliście Państwo niniejszą wiadomość omyłkowo, prosimy o niezwłoczne skontaktowanie się z nadawcą oraz usunięcie wszelkich kopii niniejszej wiadomości. This message contains proprietary information and trade secrets of Altkom Akademia S.A. company. Unauthorized use or disclosure of this information to any third party is prohibited. If you received this message by mistake, please contact the sender immediately and delete all copies of this message.

1 0

Problem with database
by Christophe Nicolas 16 Apr '08

16 Apr '08

Hello, I install otrs on winxp with a standard xampp. Everything is working fine but I have a strange problem with the database. I use phpadmin to populate the customer_user database from a csv file, everything here is fine. When I create a new ticket, some records don't show up. In customer management the same records don't show. If I make a query in admin sql box, I can see all the records. Any idea ? Christophe

1 0

Cron Job Error
by Jeff Hummel 16 Apr '08

16 Apr '08

We receive the following error occasionally from the OTRS cron job: Use of uninitialized value in pattern match (m//) at /opt/otrs/Kernel/System/EmailParser.pm line 270. As far as we're aware, all mail is making it into the system and becoming tickets. We do not notice any tickets that are incomplete or empty. Everything appears to be fine other than receiving the message above. What is the error telling me, and how do I fix it? We are on OTRS version 2.2.5 with plans to upgrade to 2.26 in the near future.

1 0

Looking where to put images when editing the HTML
by Craig Meirick 16 Apr '08

16 Apr '08

Where is a good place to put my "Logo" that I am configuring to show in the Customer Frontend? Is there an Image folder that already exists within the OTRS directories that I can place a Logo to be pointed to from the HTML within the CustomerHeader.dtl file? Or do I create an Image directory or place the Logo file somewhere else? Thanks in advance =) >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<

1 0

Additional ITSM field in ticket
by syareefdol 16 Apr '08

16 Apr '08

Dear Shawn, Is there I can add features in additional itsm field in ticket??? Regards, Syareefdol.

1 0

cleaning up article directory
by Gilles Massen 16 Apr '08

16 Apr '08

Hello, During some housekeeping, I noticed that the article storage on the Filesystem is not in sync with the database. I would roughly expect that for each article exists a directory names article.content_path/article.id. I have articles in the database, that are not on the disk. I can explain these, in so far that each Note is an article, but contains the content only in the database. No worries about that. On the other hand, there are article-directories on the disk that have no counterpart in the database. Are these supposed to exist? I would expect that no, and that these are leftovers from wrong permissions on the filesystems...but I'd rather have another opinion before deleting approx. 164000 directories.... Regards, Gilles -- Fondation RESTENA - DNS-LU 6, rue Coudenhove-Kalergi L-1359 Luxembourg tel: (+352) 424409 fax: (+352) 422473

1 0

Unable to see Service and SLA in drop down
by Sabeer Ahamed 16 Apr '08

16 Apr '08

Hi All When a customer is creating a new ticket the Service and SLA dropdown nothing is been displayed I have created service and SLAs But the customer while raising a ticket the Servie and SLA are not been displayed in the dropdown Please anyone try to help me out Regards Sabeer

2 1

Customer Notification and Carbon Copy
by Marco Vannini 16 Apr '08

16 Apr '08

Hi all, I'm trying to figure out how to implement the notification of new ticket auto answer not just to the same email address configured into AdminCustomerUser but at the entire "client group". My intention was to have them at least a CC of the notification all together. However, having the workaround to use the same "distribution list email address" for all the customer's user client, could be useful to have a CC field to fill with whatever is needed. Is that possible and I'm messing up something or there is a WA or it is to be implemented ? Thank you in advance. -- Marco Vannini

2 1

1st post and questions
by Caspar Kennerdale 15 Apr '08

15 Apr '08

Hi I have just had OTRS installed onto a test server to test its viability for my company. I have a few questions which may be rather basic but which I cannot find to answers. Hopefully some of these can be answered by someone - Are you able to view 'closed' tickets - Are you able to close a ticket without having to submit copy within a message box - Are you able to set up automate archive functions - i.e back up and archive once a month - so that older requests were not clogging the system (but can be referred to if need be) - Can attachments be saved on a different server? - Are you able to delete users, queues etc (or hide them) I see you can add and amend but I am thinking about when categories become redundant Kind Regards --------------------------- Caspar Kennerdale Operations and Production Manager Web Operations Centaur Media plc 79 Wells Street, London, W1T 3QN 020 7970 4680 ------------------------------------------------------------------------------------------ This email is from Centaur Media plc. 50 Poland Street, LONDON. W1F 7AX, Registered in England & Wales No. 4948078. The email and any attachments are confidential and may contain privileged information, and are intended for the named addressee(s) only. If you are not the intended recipient, please notify us immediately and do not disclose, distribute, or retain this email or any part of it. While we have checked this e-mail and any attachments for viruses, we do not warrant that they are virus-free. You must therefore take full responsibility for virus checking. Centaur Media plc. and its subsidiaries reserve the right to monitor all email communications through their networks in line with the Lawful Business Practice Regulations, 2000.

3 3

Customer Notification and Carbon Copy
by Marco Vannini 15 Apr '08

15 Apr '08

Hi all again. Not sure if it was published my previuos message 'couse I didn't received by mail and not sure is it was clear too. BTW... I've seen some similar problem in list archive without a solution. Probably posters have solved but not published ? Following my (bad traduced) problem. Thank you again Hi all, I'm trying to figure out how to implement the notification of new ticket auto answer not just to the same email address configured into AdminCustomerUser but at the entire "client group". My intention was to have them at least a CC of the notification all together. However, having the workaround to use the same "distribution list email address" for all the customer's user client, could be useful to have a CC field to fill with whatever is needed. Is that possible and I'm messing up something or there is a WA or it is to be implemented ? Thank you in advance. -- Marco Vannini home: +39 02 900091454 mobile: +39 335 5340819 msn: marco69v(a)hotmail.com talk: marco.vannini(a)gmail.com icq: 58389316 skype: marco69v

1 0

editing the customer interface
by Craig Meirick 14 Apr '08

14 Apr '08

I am looking for which .dtl file to edit to change the default color in the customer frontend from Green to something else. Do I edit the customer-css.dtl? And when I find it, do I just change the color code in the HTML? Also, to change the Header and Footer in the customer frontend, which .dtl file do I edit? I've tried looking around the list here and have found a lot related to my question but still can't seem to locate just this. Thanks for understanding. >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<

2 1

No Permission to use this frontend module!
by Denis Jedig 14 Apr '08

14 Apr '08

Hi all, after upgrading to 2.2.6 with ITSM 1.1.0 Beta 3 I can't link objects in the agent interface anymore. Every call to AgentLinkObject2 results a permission denied error with the message "No Permission to use this frontend module!". Reading the code and googling did not help very much in terms of telling me where to find the appropriate security settings. As a workaround, I have commented the permission checks in Kernel/System/Web/InterfaceAgent.pm like this: | #if (!$Param{AccessRo} && !$Param{AccessRw} || !$Param{AccessRo} && $Param{AccessRw}) { | # print $Self->{LayoutObject}->NoPermission( | # Message => "No Permission to use this frontend module!", | # ); | # exit (0); | #} Anybody with more information? -- Denis Jedig syneticon networks GbR http://syneticon.net/service/

1 0

Create a bunch of email tickets at once
by Oliver Hitz 14 Apr '08

14 Apr '08

Hi all We would like to use OTRS to send an email to a couple of customers. Is is possible create a bunch of email tickets at once, without having to enter the message text manually for every recipient? Thanks in advance, Oliver

2 2

OTRS backup failure question...
by Craig Meirick 14 Apr '08

14 Apr '08

I am trying to get our OTRS system backed up using the instructions provided in the manual using the backup.pl script. Here is what I am getting when this is ran: nagios:/opt/otrs/scripts # ./backup.pl -d /backup/ Backup /backup//2008-04-10_11-56/Config.tar.gz ... done Backup /backup//2008-04-10_11-56/Application.tar.gz ... done Dump MySQL rdbms ... mysqldump: Got error: 1045: Access denied for user 'otrs'@'localhost' (using password: YES) when trying to connect failed Compress SQL-file... done nagios:/opt/otrs/scripts # How can I fix this? Thank you, >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<

2 1

LDAP connection issue!
by Snehal Desai 14 Apr '08

14 Apr '08

Hello, I have already looked through the forum and have tried everything, but still can't connect. I have exhausted all other opportunities as well like google. I already posted before but go no replies! Any ideas what I'm doing wrong? Software error:Can't connect to xxxxx.blank.com: IO::Socket::INET: Bad hostname 'xxxxx.blank.com' at C:/OTRS/otrs//Kernel/System/CustomerAuth/LDAP.pm line 149. #Enable LDAP authentication for Customers / Users $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'xxxxx.blank.com'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=blank,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; #The following is valid but would only be necessary if the #anonymous user do NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=LDAP,cn=Users,dc=blank,dc=com'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'Help_Password'; #CustomerUser #(customer user database backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'xxxxx.blank.com', BaseDN => 'dc=blank,dc=com', SSCOPE => 'sub', UserDN =>'cn=LDAP,cn=Users,dc=blank,dc=com', UserPw => 'Help_Password', }, # customer unique id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], #[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], };

2 1

LDAP Authentication
by Ammad Shah 14 Apr '08

14 Apr '08

I am getting errors in /var/log/messages . Apr 10 18:14:26 gateway OTRS-CGI-10[16713]: [Notice][Kernel::System::Auth::DB::Auth] User: mammad doesn't exist or is invalid!!! (REMOTE_ADDR: 127.0.0.1) Why its looking for local, while i configured it to LDAP authenticaiton.

2 1

Auto Close
by touraman traore 14 Apr '08

14 Apr '08

Is it possible to automatically close a ticket after pass a certain time limit? Thanks for your help!

3 2

Email Logs?
by Andy Robbins 13 Apr '08

13 Apr '08

We appear to be having intermittent issues with the delivery of otrs generated emails. Can anyone provide any information regarding the existence or location of otrs log files that might show us which messages are not successfully getting created and sent through the SMTP server I've specified for OTRS. I've specified a local completely open Exchange system that takes the messages from otrs and delivers them to local users on that Exchange system. When a client has reported that they never received a certain response from us, I have tracked it back through Exchange and there is no logging whatsoever for those emails which seems to indicate to me that they must be getting hung up somehow by otrs. I would majorly appreciate any direction anyone can give me for looking into the log files for otrs. Thank you. -Andy

1 0

Attachment Problems
by Aleem Mohamed 11 Apr '08

11 Apr '08

Hey there! When users send attachments into OTRS when creating a new ticket they show up as "file-1", "file-2", etc. rather than the actual file name when you zoom in on the ticket. Additionally, when you try and view the attachment it just displays unreadable characters (extension gets removed). Any idea as to what is going on here or how I can fix it? Thanks in advance. (I posted this earlier but for some reason it didn't seem to get sent out to the mailing list. I apologize if this is a duplicate.)

1 0

WSDL and Axis2
by Hans Kaiser 11 Apr '08

11 Apr '08

Hello list, anyone here, who has ever used AXIS2 (Apache) to access the soap-Service of OTRS? The second question: There can I find the WSDL of the SOAP-Services? Best regards, Hans

1 0

About CustomerIDs
by Matteo Rossi 11 Apr '08

11 Apr '08

Le informazioni contenute in questo messaggio di posta elettronica e negli eventuali allegati sono riservati e confidenziali e ne è vietata ogni copia, comunicazione e diffusione in qualunque modo eseguite. Qualora Lei non fosse la persona a cui il presente messaggio è destinato La invitiamo ad eliminarlo, dando comunicazione al mittente tramite e-mail di ritorno. **** The information contained in this e-mail and in any enclosures is secret/confidential and the use, the copy, the communication and the diffusion done in any possible way of it is forbidden. In case you are not the person to whom the present message is intended you are kindly requested to destroy it, informing the sender by return e-mail immediately.

1 0

Upgrading from 2.1.4 to 2.2.6 seems to have broken char encoding
by Hiren Joshi 10 Apr '08

10 Apr '08

Before: mysql database (in latin1) shows: RÃ©ponse AutomatisÃ©e OTRS webpage shows: Réponse Automatisée After Upgrade: mysql database (in latin1) shows: RÃ©ponse AutomatisÃ©e OTRS webpage shows: RÃ©ponse AutomatisÃ©e Any thoughts? I noticed en.pm was not updated but I tried en.pm.rpmnew as well. Thanks.

4 6

Re: [otrs] LDAP connection issue!
by Snehal Desai 10 Apr '08

10 Apr '08

We hit another snag. Our Apache crashed and won't restart. We restarted the server and trying other things right now. So, will let you know when everything is back up and running and I try your command. Thanks. ----- Original Message ---- From: Nelson Pereira <npereira(a)protus.com> To: User questions and discussions about OTRS.org <otrs(a)otrs.org> Sent: Thursday, April 10, 2008 7:54:41 AM Subject: RE: [otrs] LDAP connection issue! Hi Snehal, Did you try the command I suggested? That would be the first step in order to find out if you can or not connect with the LDAPSEARCH command line. Please provide the output of that command setup with your specific settings to connect. Regards, Nelson Pereira -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Klaus Bruno Sent: Thursday, April 10, 2008 8:39 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] LDAP connection issue! Hi Snehal Desai can you please give us a little bit more informations about the things you try and the results. it is quite hard to give you some qualified advice if yor answer is simple "no, it did not work..." Do you tried the tipps I gave you on april 9th (attached email)? What was the output? regards, Bruce -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Snehal Desai Sent: Thursday, April 10, 2008 2:07 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] LDAP connection issue! No, it did not work. Thanks though. ----- Original Message ---- From: Gonzalo Servat <gservat(a)gmail.com> To: User questions and discussions about OTRS.org <otrs(a)otrs.org> Sent: Tuesday, April 8, 2008 3:53:15 PM Subject: Re: [otrs] LDAP connection issue! On Tue, Apr 8, 2008 at 4:32 PM, Snehal Desai <coolsd20(a)sbcglobal.net> wrote: All seem to connect. Not sure if this will work, but instead of just the hostname, try: ldap://xxxx.blank.com (or ldaps://xxxx.blank.com depending on your setup) - Gonzalo -----Inline Attachment Follows----- _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/

1 0

RE: [otrs] LDAP connection issue!
by Klaus Bruno 10 Apr '08

10 Apr '08

Hi Snehal Desai can you please give us a little bit more informations about the things you try and the results. it is quite hard to give you some qualified advice if yor answer is simple "no, it did not work..." Do you tried the tipps I gave you on april 9th (attached email)? What was the output? regards, Bruce -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Snehal Desai Sent: Thursday, April 10, 2008 2:07 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] LDAP connection issue! No, it did not work. Thanks though. ----- Original Message ---- From: Gonzalo Servat <gservat(a)gmail.com> To: User questions and discussions about OTRS.org <otrs(a)otrs.org> Sent: Tuesday, April 8, 2008 3:53:15 PM Subject: Re: [otrs] LDAP connection issue! On Tue, Apr 8, 2008 at 4:32 PM, Snehal Desai <coolsd20(a)sbcglobal.net> wrote: All seem to connect. Not sure if this will work, but instead of just the hostname, try: ldap://xxxx.blank.com (or ldaps://xxxx.blank.com depending on your setup) - Gonzalo -----Inline Attachment Follows----- _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/

2 1

RE: [otrs] Removing the language option from the login pages
by Arnold Ligtvoet 10 Apr '08

10 Apr '08

> Can anyone tell me how to remove the language option from both the > login.pl and customer.pl pages? I presume you are using the standard template? If so go into: \Kernel\Output\HTML\Standard In CustomerLogin.pl remove: <p> <form action=3D"$Env{"CGIHandle"}" method=3D"post" enctype=3D"application/x-www-form-urlencoded"> <input type=3D"hidden" name=3D"Action" value=3D""> <input type=3D"hidden" name=3D"RequestedURL" value=3D"$QData{"RequestedURL"}"> <table border=3D"0" cellspacing=3D"0" cellpadding=3D"3" = width=3D"300"> <tr> <td class=3D"singleboxhead">$Text{"Language"}</td> </tr> <tr> <td class=3D"singleboxbody"> <table cellspacing=3D"8" cellpadding=3D"2"> <tr> <td>$Text{"Language"}:</td> <td>$Data{"Language"}</td> </tr> </table> <input class=3D"button" type=3D"submit" = value=3D"$Text{"Submit"}"> </td> </tr> </table> </form> </p> In Login.dtl remove: # -- # language # -- <p> <form action=3D"$Env{"CGIHandle"}" method=3D"post" enctype=3D"application/x-www-form-urlencoded"> <input type=3D"hidden" name=3D"Action" value=3D""> <input type=3D"hidden" name=3D"RequestedURL" value=3D"$QData{"RequestedURL"}"> <table border=3D"0" cellspacing=3D"0" cellpadding=3D"3" = width=3D"280"> <tr> <td align=3D"center" = class=3D"singleboxhead">$Text{"Language"}</td> </tr> <tr> <td align=3D"center" class=3D"singleboxbody"> <table cellspacing=3D"8" cellpadding=3D"2"> <tr> <td class=3D"singleboxkey">$Text{"Language"}:</td> <td class=3D"singleboxvalue">$Data{"Language"}</td> </tr> </table> <input class=3D"button" type=3D"submit" = value=3D"$Text{"Submit"}"> </td> </tr> </table> </form> </p> Done... Arnold. _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/

1 0

Re: [otrs] LDAP connection issue!
by Snehal Desai 10 Apr '08

10 Apr '08

No, it did not work. Thanks though. ----- Original Message ---- From: Gonzalo Servat <gservat(a)gmail.com> To: User questions and discussions about OTRS.org <otrs(a)otrs.org> Sent: Tuesday, April 8, 2008 3:53:15 PM Subject: Re: [otrs] LDAP connection issue! On Tue, Apr 8, 2008 at 4:32 PM, Snehal Desai <coolsd20(a)sbcglobal.net> wrote: All seem to connect. Not sure if this will work, but instead of just the hostname, try: ldap://xxxx.blank.com (or ldaps://xxxx.blank.com depending on your setup) - Gonzalo -----Inline Attachment Follows----- _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/

1 0

(no subject)
by Tony Canale 10 Apr '08

10 Apr '08

Email filters are not working; I have OTRS in windows using SMTP which works fine. We can email each other using OTRS. But when I set Postmaster filters,... they don them in postmaster filter set up as Match Header1: TO ------- Value:agent@xxxxxxx.net Set Header1: X-OTRS-Queue ------- Value: Phone (phone is one of my queues) The emails address itself works fine, but they are not going to the filter queue that I have set up. Any emails that are coming in to agent(a)xxxxxxx.net are not going to the phone queue. Do I need a pop or IMAP for this? Like I said it receive email from it. Can you please help? Thanks, -Tony _________________________________________________________________ Going green? See the top 12 foods to eat organic. http://green.msn.com/galleries/photos/photos.aspx?gid=164&ocid=T003MSN51N16… _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/

1 0

RE: [otrs] Removing the language option from the login pages
by Arnold Ligtvoet 10 Apr '08

10 Apr '08

1 0

Re: otrs Digest, Vol 56, Issue 57
by ammad shah 10 Apr '08

10 Apr '08

errors in apache error_log contains [Tue Mar 25 09:10:13 2008] [error] [client 10.10.10.15] Module: Kernel::System::CustomerUser::new (v1.32) Line: 86, referer: http://gateway/otrs/index.pl [Tue Mar 25 09:10:13 2008] [error] [client 10.10.10.15] Module: Kernel::System::Ticket::new (v1.275.2.8) Line: 133, referer: http://gateway/otrs/index.pl [Tue Mar 25 09:10:13 2008] [error] [client 10.10.10.15] Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 165, referer: http://gateway/otrs/index.pl where as users are unable to login to otrs. On Tue, Mar 25, 2008 at 8:04 PM, <otrs-request(a)otrs.org> wrote: > Send otrs mailing list submissions to > otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > > You can reach the person managing the list at > otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. Re: LDAP Authentication of Agents (Ezra Taylor) > 2. Theme created are not working (Stephen Chao) > 3. RE: Removing the language option from the login pages > (Clary, Steve) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Tue, 25 Mar 2008 10:14:14 -0400 > From: "Ezra Taylor" <ezra.taylor(a)gmail.com> > Subject: Re: [otrs] LDAP Authentication of Agents > To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> > Message-ID: > <eb90f15e0803250714s238079cpee61fb773d8c292e(a)mail.gmail.com> > Content-Type: text/plain; charset="iso-8859-1" > > What errors are you getting? Post the complete errors to your email. > Also, > make sure you have ldap working correctly before you use it to authorize > and > authenticate users. > > On Tue, Mar 25, 2008 at 9:31 AM, ammad shah <mammadshah(a)gmail.com> wrote: > > > * i did alot of configuratios foudn on internet, but getting erros on > > httpd error log my Config.pm <http://config.pm/> is* > > > > $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; > > $Self->{'AuthModule::LDAP::Host'} = 'cc-pdc.test.local'; > > $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=test, dc=test, dc=local'; > > $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; > > > > $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=otrs ldap, cn=Users, > > dc=test, dc=local'; > > $Self->{'AuthModule::LDAP::SearchUserPw'} = '0tr$2008'; > > > > > > # This is an test configuration for an LDAP auth. backend. > > # (take care that Net::LDAP is installed!) > > $Self->{'Customer::AuthModule'} = > 'Kernel::System::CustomerAuth::LDAP'; > > $Self->{'Customer::AuthModule::LDAP::Host'} = 'cc-pdc.test.local'; > > $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=Users, dc=test, > > dc=local'; > > $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; > > > > # The following is valid but would only be necessary if the > > # anonymous user do NOT have permission to read from the LDAP tree > > $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=otrs ldap, > > ou=Users, dc=test, dc=local'; > > $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = '0tr$2008'; > > > > # CustomerUser > > # (customer user database backend and settings) > > $Self->{CustomerUser} = { > > Name => 'Datenbank', > > Module => 'Kernel::System::CustomerUser::DB', > > Params => { Table => 'customer_user', > > # to use an external database > > # DSN => 'DBI:odbc:yourdsn', > > # DSN => 'DBI:mysql:database=customerdb;host=customerdbhost', > > # User => '', Password => '', > > }, > > # customer uniq id > > CustomerKey => 'login', > > CustomerID => 'customer_id', > > CustomerValid => 'valid_id', > > CustomerUserListFields => ['first_name', 'last_name', 'email'], > > # CustomerUserListFields => ['login', 'first_name', 'last_name', > > 'customer_id', 'email'], > > CustomerUserSearchFields => ['login', 'last_name', > 'customer_id'], > > CustomerUserSearchPrefix => '', > > CustomerUserSearchSuffix => '*', > > CustomerUserSearchListLimit => 250, > > CustomerUserPostMasterSearchFields => ['email'], > > CustomerUserNameFields => ['salutation', 'first_name', > > 'last_name'], > > # ReadOnly => 1, > > Map => [ > > # note: Login, Email and CustomerID needed! > > # var, frontend, storage, shown, required, storage-type, > > http-link > > [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var' > ], > > [ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var' ], > > [ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var' ], > > [ 'UserLogin', 'Login', 'login', 1, 1, 'var' ], > > [ 'UserPassword', 'Password', 'pw', 0, 1, 'var' ], > > [ 'UserEmail', 'Email', 'email', 0, 1, 'var' ], > > [ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var' > > ], > > [ 'Userlocalment', 'localment', 'localments', 1, 0, 'var' ], > > [ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int' ], > > ], > > }; > > > > # CustomerUser1 > > # (customer user ldap backend and settings) > > $Self->{CustomerUser1} = { > > Module => 'Kernel::System::CustomerUser::LDAP', > > Params => { > > # ldap host > > Host => 'cc-pdc.test.local', > > # ldap base dn > > BaseDN => 'dc=test, dc=local', > > # 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=otrs ldap, ou=People, dc=test, dc=local', > > UserPw => '0tr$2008', > > AlwaysFilter => '', > > SourceCharset => 'utf-8', > > DestCharset => 'iso-8859-1', > > }, > > # customer uniq id > > CustomerKey => 'sAMAccountName', > > # customer # > > CustomerID => 'mail', > > CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], > > CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], > > CustomerUserSearchPrefix => '', > > CustomerUserSearchSuffix => '*', > > CustomerUserSearchListLimit => 250, > > CustomerUserPostMasterSearchFields => ['mail'], > > CustomerUserNameFields => ['givenname', 'sn'], > > Map => [ > > # note: Login, Email and CustomerID needed! > > # var, frontend, storage, shown, required, storage-type > > #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], > > [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], > > [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], > > [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], > > [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], > > [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], > > [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], > > #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], > > #[ 'Userlocalment', 'localment', 'description', 1, 0, 'var' ], > > ], > > }; > > > > > > > > when i try to login otrs > > > > otrs(a)test.local using password. but getting errors. help required by > all > > of you. > > > > -- > > M Ammad Shah > > _______________________________________________ > > 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 > > Support or consulting for your OTRS system? > > => http://www.otrs.com/ > > > > > > -- > Ezra Taylor > _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/

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Re: otrs Digest, Vol 56, Issue 57
by ammad shah 10 Apr '08

10 Apr '08

errors in apache error_log contains [Tue Mar 25 09:10:13 2008] [error] [client 10.10.10.15] Module: Kernel::System::CustomerUser::new (v1.32) Line: 86, referer: http://gateway/otrs/index.pl [Tue Mar 25 09:10:13 2008] [error] [client 10.10.10.15] Module: Kernel::System::Ticket::new (v1.275.2.8) Line: 133, referer: http://gateway/otrs/index.pl [Tue Mar 25 09:10:13 2008] [error] [client 10.10.10.15] Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 165, referer: http://gateway/otrs/index.pl where as users are unable to login to otrs. On Tue, Mar 25, 2008 at 8:04 PM, <otrs-request(a)otrs.org> wrote: > Send otrs mailing list submissions to > otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > > You can reach the person managing the list at > otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. Re: LDAP Authentication of Agents (Ezra Taylor) > 2. Theme created are not working (Stephen Chao) > 3. RE: Removing the language option from the login pages > (Clary, Steve) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Tue, 25 Mar 2008 10:14:14 -0400 > From: "Ezra Taylor" <ezra.taylor(a)gmail.com> > Subject: Re: [otrs] LDAP Authentication of Agents > To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> > Message-ID: > <eb90f15e0803250714s238079cpee61fb773d8c292e(a)mail.gmail.com> > Content-Type: text/plain; charset="iso-8859-1" > > What errors are you getting? Post the complete errors to your email. > Also, > make sure you have ldap working correctly before you use it to authorize > and > authenticate users. > > On Tue, Mar 25, 2008 at 9:31 AM, ammad shah <mammadshah(a)gmail.com> wrote: > > > * i did alot of configuratios foudn on internet, but getting erros on > > httpd error log my Config.pm <http://config.pm/> is* > > > > $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; > > $Self->{'AuthModule::LDAP::Host'} = 'cc-pdc.test.local'; > > $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=test, dc=test, dc=local'; > > $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; > > > > $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=otrs ldap, cn=Users, > > dc=test, dc=local'; > > $Self->{'AuthModule::LDAP::SearchUserPw'} = '0tr$2008'; > > > > > > # This is an test configuration for an LDAP auth. backend. > > # (take care that Net::LDAP is installed!) > > $Self->{'Customer::AuthModule'} = > 'Kernel::System::CustomerAuth::LDAP'; > > $Self->{'Customer::AuthModule::LDAP::Host'} = 'cc-pdc.test.local'; > > $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=Users, dc=test, > > dc=local'; > > $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; > > > > # The following is valid but would only be necessary if the > > # anonymous user do NOT have permission to read from the LDAP tree > > $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=otrs ldap, > > ou=Users, dc=test, dc=local'; > > $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = '0tr$2008'; > > > > # CustomerUser > > # (customer user database backend and settings) > > $Self->{CustomerUser} = { > > Name => 'Datenbank', > > Module => 'Kernel::System::CustomerUser::DB', > > Params => { Table => 'customer_user', > > # to use an external database > > # DSN => 'DBI:odbc:yourdsn', > > # DSN => 'DBI:mysql:database=customerdb;host=customerdbhost', > > # User => '', Password => '', > > }, > > # customer uniq id > > CustomerKey => 'login', > > CustomerID => 'customer_id', > > CustomerValid => 'valid_id', > > CustomerUserListFields => ['first_name', 'last_name', 'email'], > > # CustomerUserListFields => ['login', 'first_name', 'last_name', > > 'customer_id', 'email'], > > CustomerUserSearchFields => ['login', 'last_name', > 'customer_id'], > > CustomerUserSearchPrefix => '', > > CustomerUserSearchSuffix => '*', > > CustomerUserSearchListLimit => 250, > > CustomerUserPostMasterSearchFields => ['email'], > > CustomerUserNameFields => ['salutation', 'first_name', > > 'last_name'], > > # ReadOnly => 1, > > Map => [ > > # note: Login, Email and CustomerID needed! > > # var, frontend, storage, shown, required, storage-type, > > http-link > > [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var' > ], > > [ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var' ], > > [ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var' ], > > [ 'UserLogin', 'Login', 'login', 1, 1, 'var' ], > > [ 'UserPassword', 'Password', 'pw', 0, 1, 'var' ], > > [ 'UserEmail', 'Email', 'email', 0, 1, 'var' ], > > [ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var' > > ], > > [ 'Userlocalment', 'localment', 'localments', 1, 0, 'var' ], > > [ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int' ], > > ], > > }; > > > > # CustomerUser1 > > # (customer user ldap backend and settings) > > $Self->{CustomerUser1} = { > > Module => 'Kernel::System::CustomerUser::LDAP', > > Params => { > > # ldap host > > Host => 'cc-pdc.test.local', > > # ldap base dn > > BaseDN => 'dc=test, dc=local', > > # 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=otrs ldap, ou=People, dc=test, dc=local', > > UserPw => '0tr$2008', > > AlwaysFilter => '', > > SourceCharset => 'utf-8', > > DestCharset => 'iso-8859-1', > > }, > > # customer uniq id > > CustomerKey => 'sAMAccountName', > > # customer # > > CustomerID => 'mail', > > CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], > > CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], > > CustomerUserSearchPrefix => '', > > CustomerUserSearchSuffix => '*', > > CustomerUserSearchListLimit => 250, > > CustomerUserPostMasterSearchFields => ['mail'], > > CustomerUserNameFields => ['givenname', 'sn'], > > Map => [ > > # note: Login, Email and CustomerID needed! > > # var, frontend, storage, shown, required, storage-type > > #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], > > [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], > > [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], > > [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], > > [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], > > [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], > > [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], > > #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], > > #[ 'Userlocalment', 'localment', 'description', 1, 0, 'var' ], > > ], > > }; > > > > > > > > when i try to login otrs > > > > otrs(a)test.local using password. but getting errors. help required by > all > > of you. > > > > -- > > M Ammad Shah > > _______________________________________________ > > 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 > > Support or consulting for your OTRS system? > > => http://www.otrs.com/ > > > > > > -- > Ezra Taylor > _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/

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Re: [otrs] Zlib uncompress error
by aleem bagwan 10 Apr '08

10 Apr '08

Re-installing Compress::Zlib from source may solve the problem. Possible problem is that dependency modules are missing. Try installing the dependencies of Compress::Zlib as listed during its installation. Jeff <lists(a)youthinkitweprintit.com> wrote: I'm getting the following error when I try to print a ticket from the customer's zoom ticket page: Undefined subroutine &Compress::Zlib::uncompress called at /usr/lib/perl5/site_perl/5.8.5/PDF/API2/Basic/TTF/Name.pm line 110. Line 10 in my name.pm is: $apple_encodings[0][$i] = [unpack("n*", Compress::Zlib::uncompress(unpack("u", $apple_encs[$i])))] Any ideas what might be causing this? Yum says Zlib is up to date. I thought that perhaps customer.pl was sending an extra "&" to name.pm.... Thanks in advance for any help... _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ --------------------------------- Save all your chat conversations. Find them online. _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/

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Removing the language option from the login pages
by Clary, Steve 10 Apr '08

10 Apr '08

Can anyone tell me how to remove the language option from both the login.pl and customer.pl pages? Steve _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/

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RE: [otrs] Removing the language option from the login pages
by Clary, Steve 10 Apr '08

10 Apr '08

Thanks! Can you tell me which file is the HTML template? Steve Clary -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of = S=E9bastien Prud'homme Sent: Wednesday, March 05, 2008 12:50 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Removing the language option from the login pages Just edit the HTML template 2008/3/5, Clary, Steve <Steve_Clary(a)urmc.rochester.edu>: > > > > > Can anyone tell me how to remove the language option from both the = login.pl > and customer.pl pages? > > > > Steve > _______________________________________________ > 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 > Support or consulting for your OTRS system? > =3D> http://www.otrs.com/ > _______________________________________________ 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 Support or consulting for your OTRS system? =3D> http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/

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Theme created are not working
by Stephen Chao 10 Apr '08

10 Apr '08

> > Ideally I want to create 3 different web pages for 3 different customers. > Right now I am trying to create a theme and apply to the customer.pl. I > followed the procedure of administrator document by using the queries to add > the company themes and I do see the options in the drop down menu using my > ID or the root@localhost in the index.pl preference page. Both IDs are > have all the admin rights. I copied the standard folder to 3 different > names accordingly but they are not working. The theme being used is still > the standard theme. Did I miss something or the manual did? > > It is not like I do not have the knowledge. It is just not working. > Please help. Thank you. Is there anything that I have to configure or add > in the config file? Can I create different pages for 3 different customers? > ***********************result of the query below************************************************* > > > +----+------------------------ > --+----------+---------------------+-----------+-- > -------------------+-----------+ > | id | theme | valid_id | create_time | > create_by | c > hange_time | change_by | > > +----+--------------------------+----------+---------------------+-----------+-- > -------------------+-----------+ > | 1 | Standard | 1 | 2008-02-17 14:47:54 | > 1 | 2 > 008-02-17 14:47:54 | 1 | > | 2 | Lite | 1 | 2008-02-17 14:47:54 | > 1 | 2 > 008-02-17 14:47:54 | 1 | > | 3 | company1 | 1 | 2008-02-22 13:25:09 | 1 > | 2 > 008-02-22 13:25:09 | 1 | > | 4 | company2 | 1 | 2008-02-22 13:25:56 | 1 | 2 > 008-02-22 13:25:56 | 1 | > | 5 | company3 | 1 | 2008-02-22 13:27:14 | > 1 | 2 > 008-02-22 13:27:14 | 1 | > > +----+--------------------------+----------+---------------------+-----------+-- > -------------------+-----------+ > 5 rows in set (0.00 sec) > > > > -- Stephen Chao Microsoft Certified System Engineer _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/

1 0

RE: [otrs] Removing the language option from the login pages
by Arnold Ligtvoet 10 Apr '08

10 Apr '08

> Can anyone tell me how to remove the language option from both the > login.pl and customer.pl pages? I presume you are using the standard template? If so go into: \Kernel\Output\HTML\Standard In CustomerLogin.pl remove: <p> <form action=3D"$Env{"CGIHandle"}" method=3D"post" enctype=3D"application/x-www-form-urlencoded"> <input type=3D"hidden" name=3D"Action" value=3D""> <input type=3D"hidden" name=3D"RequestedURL" value=3D"$QData{"RequestedURL"}"> <table border=3D"0" cellspacing=3D"0" cellpadding=3D"3" = width=3D"300"> <tr> <td class=3D"singleboxhead">$Text{"Language"}</td> </tr> <tr> <td class=3D"singleboxbody"> <table cellspacing=3D"8" cellpadding=3D"2"> <tr> <td>$Text{"Language"}:</td> <td>$Data{"Language"}</td> </tr> </table> <input class=3D"button" type=3D"submit" = value=3D"$Text{"Submit"}"> </td> </tr> </table> </form> </p> In Login.dtl remove: # -- # language # -- <p> <form action=3D"$Env{"CGIHandle"}" method=3D"post" enctype=3D"application/x-www-form-urlencoded"> <input type=3D"hidden" name=3D"Action" value=3D""> <input type=3D"hidden" name=3D"RequestedURL" value=3D"$QData{"RequestedURL"}"> <table border=3D"0" cellspacing=3D"0" cellpadding=3D"3" = width=3D"280"> <tr> <td align=3D"center" = class=3D"singleboxhead">$Text{"Language"}</td> </tr> <tr> <td align=3D"center" class=3D"singleboxbody"> <table cellspacing=3D"8" cellpadding=3D"2"> <tr> <td class=3D"singleboxkey">$Text{"Language"}:</td> <td class=3D"singleboxvalue">$Data{"Language"}</td> </tr> </table> <input class=3D"button" type=3D"submit" = value=3D"$Text{"Submit"}"> </td> </tr> </table> </form> </p> Done... Arnold. _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/

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LDAP Authentication
by Ammad Shah 10 Apr '08

10 Apr '08

dear otrs users, i am unable to authenticate using Microsoft LDAP 2003 server. can any one send me running orts config.pm. i just want to authenticate local domain users (in different OU e.g dev,marketing,admin) able to login to otrs. thanks.

1 0

Pending state
by touraman traore 09 Apr '08

09 Apr '08

All, I'm trying to understand what the "pending state" use for in OTRS. The doc is very vague on it (correct me if i'm wrong). Does anybody implemented this and could shed me some light on how to use it. Thanks for your help.

2 1

Re: [otrs] LDAP connection issue!
by Snehal Desai 09 Apr '08

09 Apr '08

No, it did not work. Thanks though. ----- Original Message ---- From: Gonzalo Servat <gservat(a)gmail.com> To: User questions and discussions about OTRS.org <otrs(a)otrs.org> Sent: Tuesday, April 8, 2008 3:53:15 PM Subject: Re: [otrs] LDAP connection issue! On Tue, Apr 8, 2008 at 4:32 PM, Snehal Desai <coolsd20(a)sbcglobal.net> wrote: All seem to connect. Not sure if this will work, but instead of just the hostname, try: ldap://xxxx.blank.com (or ldaps://xxxx.blank.com depending on your setup) - Gonzalo -----Inline Attachment Follows----- _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/

3 2

OTRS 2.2.5 Aget Interface email
by Mike Clayton 09 Apr '08

09 Apr '08

Hello, We are looking to setup the E-Mail Agent Interface in OTRS 2.2.5, it works for agents, but as soon as a customer replies to a note sent from an agent either via the web ui or email, the customer gets a message from OTRS stating: "Sorry, AgentEmail rejected because no <OTRS_CMD> found!". The way this is curently configured, both the e-mail address customers send requests to and the address agents send commands to both go to the same account configured in the PostMaster POP3 Account in the admin section. Could this be the problem, or is there another posability? Thanks. Mike

1 0

upgrade to version 2.2.6
by Agim Cami 09 Apr '08

09 Apr '08

Hello, Actually I use the version 2.2.2 of OTRS. I would like to upgrade to 2.2.6 now available. Is any how-to document for the upgrade? Any know issue reported for Centos 4? Thanks! --

2 1

[Fwd: [dev] hide null data in stats module]
by Egor Tsilenko 09 Apr '08

09 Apr '08

Hi, There is no answer in dev maillist. Any feedback on this feature? -------- Original Message -------- Subject: [dev] hide null data in stats module Date: Tue, 01 Apr 2008 14:14:12 +0400 From: Egor Tsilenko <bg8s(a)symlink.ru> Reply-To: Development community of OTRS.org <dev(a)otrs.org> To: dev(a)otrs.org Hello Dev's, I've been using OTRS 2.2.5 and really it's a great product, but some features aren't already developed. My question is connected to a very useful module, called *Stats*. We have created some queues, services and types and now we want to generate reports, using Stats module, but reports should contain only !not null data!. For a example: if there is a ticket with service type A then show "1" in OTRS Stats report, if there isn't any ticket with service type A then doesn't show this row in OTRS Stats report (instead of showing "0" in stat report). Have you got any ideas how to hide null data from OTRS Stats reports? -- Thanks in advance, MoiKrug - ??????? ???? <http://bg8s.moikrug.ru/?from=userlink>??????? ???? <http://bg8s.moikrug.ru/?from=userlink> -- MoiKrug - ??????? ???? <http://bg8s.moikrug.ru/?from=userlink>??????? ???? <http://bg8s.moikrug.ru/?from=userlink> _______________________________________________ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev

1 0

Errors
by Patrick Mäusebach 09 Apr '08

09 Apr '08

Hello, I've got this error messages: ------------------------------------------------------------------------ $HOME/bin/PostMasterPOP3.pl >> /dev/null ERROR: OTRS-PM3-41 Perl: 5.8.8 OS: linux Time: Mon Apr 7 17:20:03 2008 Message: Need User or UserID! Traceback (4215): Module: Kernel::System::User::GetUserData (v1.64.2.1) Line: 128 Module: Kernel::System::Ticket::Article::SendAgentNotification (v1.147) Line: 1785 Module: Kernel::System::Ticket::Article::ArticleCreate (v1.147) Line: 415 Module: Kernel::System::PostMaster::FollowUp::Run (v1.54) Line: 217 Module: Kernel::System::PostMaster::Run (v1.65) Line: 292 Module: main::FetchMail (v1.25) Line: 206 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.25) Line: 125 ------------------------------------------------------------------------ $HOME/bin/PostMasterPOP3.pl DBD::mysql::db do failed: Got a packet bigger than 'max_allowed_packet' bytes at /opt/otrs/Kernel/System/DB.pm line 387. ERROR: OTRS-PM3-41 Perl: 5.8.8 OS: linux Time: Mon Apr 7 15:10:03 2008 Message: Got a packet bigger than 'max_allowed_packet' bytes, SQL: 'INSERT INTO article_plain (article_id, body, create_time, create_by, change_time, change_by) VALUES (26096, ?, current_timestamp, 1, current_timestamp, 1)' Traceback (3321): Module: Kernel::System::Ticket::ArticleStorageDB::ArticleWritePlain (v1.45) Line: 207 Module: Kernel::System::PostMaster::FollowUp::Run (v1.54) Line: 252 Module: Kernel::System::PostMaster::Run (v1.65) Line: 292 Module: main::FetchMail (v1.25) Line: 206 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.25) Line: 125 ------------------------------------------------------------------------ Does anybody know whats wrong? openSUSE 10.3, OTRS 2.2.5 Regards, Patrick

3 3

Automatic start OTRS after a Reboot
by Miguel Dias 09 Apr '08

09 Apr '08

Hello all, I just like to know if anyone can help me, I want to automatically start OTRS on Suse after a Reboot. Thank you everyone.

3 2

Permissions to work with customer database? Which flag?
by Andrew Stesin 09 Apr '08

09 Apr '08

Dear collegues, we have the OTRS setup here which is somewhat complex. At central tech support division, each engineer (agent) has complete permissions to admin the system. Subsidiaries have their own queues; aget at subsidiary has RW permission for his division's queue, and can move ticket to central office queue. So subsidiaries do not see tickets of other subsidiaries, and cannot interact directly - ticket can reach another subsidiary's queue only if central office will pass it there. The problem is: central office staff can work with customer database (they have all complete permission, so Ok). How can I also give agents from subsidiaries their permissions to work with customer database? Fill in person's data, edit etc. and set up customer for their tickets? Which flag(s) should I set for this? Thanks in advanse! Andrew Stesin

2 1

Age in customer and agent interface
by IT easyap 09 Apr '08

09 Apr '08

In the customer interface the age displayed is the time from the begining of the ticket thought the ticket it is closed. The idea is to display the time in working hours and when the ticket is close the total time in working hours. If its posible to display the time in working hours also in the agent interface will be fantastic. regards

2 1

Empty Responses with .CSV attachment do not generate email to Customer
by Andy Robbins 09 Apr '08

09 Apr '08

Hello all, We are having a problem with sending one very particular response to our customers when that response includes an attached .CSV file. Essentially, an agent will receive a request for a log file. The agent does an "Empty Response" email response, attaches a .CSV file approximately 100 KB in size or less, sets the next ticket state to closed and submits. Although the customer or agent can log into the interface and see/download the attached file, for some reason the email response never seems to be generated. To send email, OTRS is configured to use the Microsoft Exchange email system located on this subnet. OTRS, Exchange, Active Directory, all agents and all customers are all located on the same subnet (which means that SMTP relay on Exchange is as open as can be). I have checked the SMTP logs on the Exchange server and these emails are definitely never touching the mail server. Also, no other "Empty Response" template email responses are reported as not received by our customers. Only the responses that include this .CSV log file. However, I cannot necessarily duplicate the problem either. If I take one of these log files and attach it to an empty response test ticket to myself, it seems to go through just fine. If anyone can give me any direction on how I can further troubleshoot this problem from the OTRS side, it would be most appreciated. Specifically, are there any log files that would contain details on emails sent by OTRS that I could look through? Thanks in advance for your help, -Andy

2 1

Installing/Upgrading OTRS
by Snehal Desai 09 Apr '08

09 Apr '08

Hello, Everytime a new version of OTRS comes out, I have to completely uninstall the previous version meaning the database, cron, apache, perl. Is there anyway to upgrade w/the win32 installer w/out having to remove it completely. I was just wondering if there was a upgrade feature that I'm missing somewhere? Thanks.

2 1

Owner of the ticket
by Tony Canale 09 Apr '08

09 Apr '08

When I’m in the Agent page and I click on QueueView, -It shows me all the tickets,- but It doesn’t show me who the owner is unless I zoom in for that specific ticket. I would like to see the Owner of a ticket without clicking on the zoom link. Where can I do this? Thanks for your help, we are using 2.2.5 -Tony _________________________________________________________________ More immediate than e-mail? Get instant access with Windows Live Messenger. http://www.windowslive.com/messenger/overview.html?ocid=TXT_TAGLM_WL_Refres…

3 2

Cant find how to change Queue email
by Corey Bobb 09 Apr '08

09 Apr '08

Hello All, I configured otrs once before, but it has been a while and there are a few things I cannot remember. 1. when I created a queue, and modified ticket, I see the following message in the log: Sent email to 'OTRS Feedback <feedback(a)otrs.org>' from 'OTRS Management <otrs(a)alinean.com>'. HistoryType => SendCustomerNotification, Subject => Re: [Ticket#1010001] New Queue "CentOS" 2. For Some reason I cannot get OTRS to actually send messages to my email account. I can send mail from the root prompt via echo "Test Message x.x.x.x" | sendmail cbobb(a)alinean.com but I cannot get any mail from within OTRS, I must be missing something. 3. How do I change the mail from going to feeback(a)otrs.org to have it go to myself. 4. Also, when selecting messages for bulk operation, It prompts me hit "OK for bulk Action", I cannot remember where in the configuration file to disable that message. Thanks in advance for any help on these 2 problems ( for now) cbobb

2 1

Free Fields
by Brunier, Mikael 09 Apr '08

09 Apr '08

Hi When a ticket is created I can specify a type of problem, this is ok, but I have to add more precision for the problem. On the 2.1.7 OTRS version I had the "Free Fields" <<FreeFields.JPG>> But in the 2.2.6 with ITSM 1.0.6 the link is replaced by "ITSM Fields", but it's absolutely not the same functions. <<ITSMFields.JPG>> And when I add Free Key Fields in the Sysconfig, no more... I don't know if the problem is caused by the OTRS version or ITSM. Is it any issue for this problem or another solution to add precision to a ticket ? Thanks Regards Mike

2 1

Postmaster Check
by Brunier, Mikael 09 Apr '08

09 Apr '08

Hi, Is it any paramter allow me to change the time between two checks in my POP mailbox ? Default seems to be 10 minutes, but it's too long for my usage. There is nothing in the SysConfig - Ticket - Core::PostMaster and nothing elsewhere Is it possible to change it ? Thanks Regards Mike

3 3

How can an agent see the closed tickets?
by Aysel Pamuk 09 Apr '08

09 Apr '08

Hello, How can an agent see the closed tickets? Regards, Aysel

3 3

(no subject)
by Tony Canale 08 Apr '08

08 Apr '08

Email filters are not working; I have OTRS in windows using SMTP which works fine. We can email each other using OTRS. But when I set Postmaster filters,... they don’t work. I have them in postmaster filter set up as…. Match Header1: TO ------- Value:agent@xxxxxxx.net Set Header1: X-OTRS-Queue ------- Value: Phone (phone is one of my queues) The emails address itself works fine, but they are not going to the filter queue that I have set up. Any emails that are coming in to agent(a)xxxxxxx.net are not going to the phone queue. Do I need a pop or IMAP for this? Like I said it’s a true email because we can send and receive email from it. Can you please help? Thanks, -Tony _________________________________________________________________ Going green? See the top 12 foods to eat organic. http://green.msn.com/galleries/photos/photos.aspx?gid=164&ocid=T003MSN51N16…

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Re: [otrs] LDAP connection issue!
by Snehal Desai 08 Apr '08

08 Apr '08

All seem to connect. ----- Original Message ---- From: Klaus Bruno <bruno.klaus(a)infotrust.ch> To: User questions and discussions about OTRS.org <otrs(a)otrs.org> Sent: Monday, April 7, 2008 12:36:01 AM Subject: RE: [otrs] LDAP connection issue! Hello Snehal Desai "Bad hostname" sounds like your system ist not able to resolve the hostname. Try to ping it from this host (from a command window) or try "nslookup xxxxx.blank.com". Also try to connect to the ldap port (e.g. telnet your.ldap.host 389) regards, Bruce -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Snehal Desai Sent: Thursday, April 03, 2008 6:43 PM To: otrs(a)otrs.org Subject: [otrs] LDAP connection issue! Hello, I have already looked through the forum and have tried everything, but still can't connect. I have exhausted all other opportunities as well like google. I already posted before but go no replies! Any ideas what I'm doing wrong? Software error: Can't connect to xxxxx.blank.com: IO::Socket::INET: Bad hostname 'xxxxx.blank.com' at C:/OTRS/otrs//Kernel/System/CustomerAuth/LDAP.pm line 149. #Enable LDAP authentication for Customers / Users $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'xxxxx.blank.com'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=blank,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; #The following is valid but would only be necessary if the #anonymous user do NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=LDAP,cn=Users,dc=blank,dc=com'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'Help_Password'; #CustomerUser #(customer user database backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'xxxxx.blank.com', BaseDN => 'dc=blank,dc=com', SSCOPE => 'sub', UserDN =>'cn=LDAP,cn=Users,dc=blank,dc=com', UserPw => 'Help_Password', }, # customer unique id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], #[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/

2 1

Cannot create FAQ Categories
by Nick Bright 08 Apr '08

08 Apr '08

Greetings, I've installed OTRS 2.2.5 recently, including the FAQ module. After adding users to the "faq" and "faq_admin" groups, and putting in my FAQ information upon clicking submit, this error is generated: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Tue Apr 1 13:46:22 2008 Message: Need CategoryID! Traceback (2038): Module: Kernel::Modules::AgentFAQ::Run (v1.11) Line: 563 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.81) Line: 47 Indeed, the Category dropdown box is empty (no selectable options); however I cannot locate anywhere within OTRS where I can create new categories. Nor have I been able to locate in any OTRS documentation where this function should even be located. So, my main question is this: Where am I supposed to be able to go to create categories? -- --- - Nick Bright Network Administrator Terra World Tel 888-332-1616 x 315 Fax 620-332-1201

6 17

Ticket interaction using Email is stop working
by M. Prasodjo 08 Apr '08

08 Apr '08

Hi, I'm trying to use otrs 2.2.x (I try several version including 2.2.6) and found that ticket sending from otrs to the agent is stop. Email that send by notification email address still work, if somebody create a ticket using email or web interface, the agent will got a new ticket notification, followup notification, Ticket lock timeout notification, and Move notification. But not the ticket it self. So the agent can't make an interaction with the otrs using email anymore. When I'm still using 2.0.4 it work well. Can anyone here give me a suggest to fix it ? M. Prasodjo

1 1

OTRS agents stats
by Delca 08 Apr '08

08 Apr '08

Hi! I'm needing to check how many tickets are resolved per day or month by every agent. Is it possible to do this with the stats module? Or is there another way?? Thanks!! Santiago

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RE: [otrs] Removing the language option from the login pages
by Arnold Ligtvoet 08 Apr '08

08 Apr '08

> Can anyone tell me how to remove the language option from both the > login.pl and customer.pl pages? I presume you are using the standard template? If so go into: \Kernel\Output\HTML\Standard In CustomerLogin.pl remove: <p> <form action=3D"$Env{"CGIHandle"}" method=3D"post" enctype=3D"application/x-www-form-urlencoded"> <input type=3D"hidden" name=3D"Action" value=3D""> <input type=3D"hidden" name=3D"RequestedURL" value=3D"$QData{"RequestedURL"}"> <table border=3D"0" cellspacing=3D"0" cellpadding=3D"3" = width=3D"300"> <tr> <td class=3D"singleboxhead">$Text{"Language"}</td> </tr> <tr> <td class=3D"singleboxbody"> <table cellspacing=3D"8" cellpadding=3D"2"> <tr> <td>$Text{"Language"}:</td> <td>$Data{"Language"}</td> </tr> </table> <input class=3D"button" type=3D"submit" = value=3D"$Text{"Submit"}"> </td> </tr> </table> </form> </p> In Login.dtl remove: # -- # language # -- <p> <form action=3D"$Env{"CGIHandle"}" method=3D"post" enctype=3D"application/x-www-form-urlencoded"> <input type=3D"hidden" name=3D"Action" value=3D""> <input type=3D"hidden" name=3D"RequestedURL" value=3D"$QData{"RequestedURL"}"> <table border=3D"0" cellspacing=3D"0" cellpadding=3D"3" = width=3D"280"> <tr> <td align=3D"center" = class=3D"singleboxhead">$Text{"Language"}</td> </tr> <tr> <td align=3D"center" class=3D"singleboxbody"> <table cellspacing=3D"8" cellpadding=3D"2"> <tr> <td class=3D"singleboxkey">$Text{"Language"}:</td> <td class=3D"singleboxvalue">$Data{"Language"}</td> </tr> </table> <input class=3D"button" type=3D"submit" = value=3D"$Text{"Submit"}"> </td> </tr> </table> </form> </p> Done... Arnold. _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/

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Re: otrs Digest, Vol 56, Issue 57
by ammad shah 08 Apr '08

08 Apr '08

errors in apache error_log contains [Tue Mar 25 09:10:13 2008] [error] [client 10.10.10.15] Module: Kernel::System::CustomerUser::new (v1.32) Line: 86, referer: http://gateway/otrs/index.pl [Tue Mar 25 09:10:13 2008] [error] [client 10.10.10.15] Module: Kernel::System::Ticket::new (v1.275.2.8) Line: 133, referer: http://gateway/otrs/index.pl [Tue Mar 25 09:10:13 2008] [error] [client 10.10.10.15] Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 165, referer: http://gateway/otrs/index.pl where as users are unable to login to otrs. On Tue, Mar 25, 2008 at 8:04 PM, <otrs-request(a)otrs.org> wrote: > Send otrs mailing list submissions to > otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > > You can reach the person managing the list at > otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. Re: LDAP Authentication of Agents (Ezra Taylor) > 2. Theme created are not working (Stephen Chao) > 3. RE: Removing the language option from the login pages > (Clary, Steve) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Tue, 25 Mar 2008 10:14:14 -0400 > From: "Ezra Taylor" <ezra.taylor(a)gmail.com> > Subject: Re: [otrs] LDAP Authentication of Agents > To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> > Message-ID: > <eb90f15e0803250714s238079cpee61fb773d8c292e(a)mail.gmail.com> > Content-Type: text/plain; charset="iso-8859-1" > > What errors are you getting? Post the complete errors to your email. > Also, > make sure you have ldap working correctly before you use it to authorize > and > authenticate users. > > On Tue, Mar 25, 2008 at 9:31 AM, ammad shah <mammadshah(a)gmail.com> wrote: > > > * i did alot of configuratios foudn on internet, but getting erros on > > httpd error log my Config.pm <http://config.pm/> is* > > > > $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; > > $Self->{'AuthModule::LDAP::Host'} = 'cc-pdc.test.local'; > > $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=test, dc=test, dc=local'; > > $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; > > > > $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=otrs ldap, cn=Users, > > dc=test, dc=local'; > > $Self->{'AuthModule::LDAP::SearchUserPw'} = '0tr$2008'; > > > > > > # This is an test configuration for an LDAP auth. backend. > > # (take care that Net::LDAP is installed!) > > $Self->{'Customer::AuthModule'} = > 'Kernel::System::CustomerAuth::LDAP'; > > $Self->{'Customer::AuthModule::LDAP::Host'} = 'cc-pdc.test.local'; > > $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=Users, dc=test, > > dc=local'; > > $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; > > > > # The following is valid but would only be necessary if the > > # anonymous user do NOT have permission to read from the LDAP tree > > $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=otrs ldap, > > ou=Users, dc=test, dc=local'; > > $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = '0tr$2008'; > > > > # CustomerUser > > # (customer user database backend and settings) > > $Self->{CustomerUser} = { > > Name => 'Datenbank', > > Module => 'Kernel::System::CustomerUser::DB', > > Params => { Table => 'customer_user', > > # to use an external database > > # DSN => 'DBI:odbc:yourdsn', > > # DSN => 'DBI:mysql:database=customerdb;host=customerdbhost', > > # User => '', Password => '', > > }, > > # customer uniq id > > CustomerKey => 'login', > > CustomerID => 'customer_id', > > CustomerValid => 'valid_id', > > CustomerUserListFields => ['first_name', 'last_name', 'email'], > > # CustomerUserListFields => ['login', 'first_name', 'last_name', > > 'customer_id', 'email'], > > CustomerUserSearchFields => ['login', 'last_name', > 'customer_id'], > > CustomerUserSearchPrefix => '', > > CustomerUserSearchSuffix => '*', > > CustomerUserSearchListLimit => 250, > > CustomerUserPostMasterSearchFields => ['email'], > > CustomerUserNameFields => ['salutation', 'first_name', > > 'last_name'], > > # ReadOnly => 1, > > Map => [ > > # note: Login, Email and CustomerID needed! > > # var, frontend, storage, shown, required, storage-type, > > http-link > > [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var' > ], > > [ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var' ], > > [ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var' ], > > [ 'UserLogin', 'Login', 'login', 1, 1, 'var' ], > > [ 'UserPassword', 'Password', 'pw', 0, 1, 'var' ], > > [ 'UserEmail', 'Email', 'email', 0, 1, 'var' ], > > [ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var' > > ], > > [ 'Userlocalment', 'localment', 'localments', 1, 0, 'var' ], > > [ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int' ], > > ], > > }; > > > > # CustomerUser1 > > # (customer user ldap backend and settings) > > $Self->{CustomerUser1} = { > > Module => 'Kernel::System::CustomerUser::LDAP', > > Params => { > > # ldap host > > Host => 'cc-pdc.test.local', > > # ldap base dn > > BaseDN => 'dc=test, dc=local', > > # 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=otrs ldap, ou=People, dc=test, dc=local', > > UserPw => '0tr$2008', > > AlwaysFilter => '', > > SourceCharset => 'utf-8', > > DestCharset => 'iso-8859-1', > > }, > > # customer uniq id > > CustomerKey => 'sAMAccountName', > > # customer # > > CustomerID => 'mail', > > CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], > > CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], > > CustomerUserSearchPrefix => '', > > CustomerUserSearchSuffix => '*', > > CustomerUserSearchListLimit => 250, > > CustomerUserPostMasterSearchFields => ['mail'], > > CustomerUserNameFields => ['givenname', 'sn'], > > Map => [ > > # note: Login, Email and CustomerID needed! > > # var, frontend, storage, shown, required, storage-type > > #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], > > [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], > > [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], > > [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], > > [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], > > [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], > > [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], > > #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], > > #[ 'Userlocalment', 'localment', 'description', 1, 0, 'var' ], > > ], > > }; > > > > > > > > when i try to login otrs > > > > otrs(a)test.local using password. but getting errors. help required by > all > > of you. > > > > -- > > M Ammad Shah > > _______________________________________________ > > 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 > > Support or consulting for your OTRS system? > > => http://www.otrs.com/ > > > > > > -- > Ezra Taylor > _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/

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Re: otrs Digest, Vol 56, Issue 57
by ammad shah 08 Apr '08

08 Apr '08

errors in apache error_log contains [Tue Mar 25 09:10:13 2008] [error] [client 10.10.10.15] Module: Kernel::System::CustomerUser::new (v1.32) Line: 86, referer: http://gateway/otrs/index.pl [Tue Mar 25 09:10:13 2008] [error] [client 10.10.10.15] Module: Kernel::System::Ticket::new (v1.275.2.8) Line: 133, referer: http://gateway/otrs/index.pl [Tue Mar 25 09:10:13 2008] [error] [client 10.10.10.15] Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 165, referer: http://gateway/otrs/index.pl where as users are unable to login to otrs. On Tue, Mar 25, 2008 at 8:04 PM, <otrs-request(a)otrs.org> wrote: > Send otrs mailing list submissions to > otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > > You can reach the person managing the list at > otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. Re: LDAP Authentication of Agents (Ezra Taylor) > 2. Theme created are not working (Stephen Chao) > 3. RE: Removing the language option from the login pages > (Clary, Steve) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Tue, 25 Mar 2008 10:14:14 -0400 > From: "Ezra Taylor" <ezra.taylor(a)gmail.com> > Subject: Re: [otrs] LDAP Authentication of Agents > To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> > Message-ID: > <eb90f15e0803250714s238079cpee61fb773d8c292e(a)mail.gmail.com> > Content-Type: text/plain; charset="iso-8859-1" > > What errors are you getting? Post the complete errors to your email. > Also, > make sure you have ldap working correctly before you use it to authorize > and > authenticate users. > > On Tue, Mar 25, 2008 at 9:31 AM, ammad shah <mammadshah(a)gmail.com> wrote: > > > * i did alot of configuratios foudn on internet, but getting erros on > > httpd error log my Config.pm <http://config.pm/> is* > > > > $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; > > $Self->{'AuthModule::LDAP::Host'} = 'cc-pdc.test.local'; > > $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=test, dc=test, dc=local'; > > $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; > > > > $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=otrs ldap, cn=Users, > > dc=test, dc=local'; > > $Self->{'AuthModule::LDAP::SearchUserPw'} = '0tr$2008'; > > > > > > # This is an test configuration for an LDAP auth. backend. > > # (take care that Net::LDAP is installed!) > > $Self->{'Customer::AuthModule'} = > 'Kernel::System::CustomerAuth::LDAP'; > > $Self->{'Customer::AuthModule::LDAP::Host'} = 'cc-pdc.test.local'; > > $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=Users, dc=test, > > dc=local'; > > $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; > > > > # The following is valid but would only be necessary if the > > # anonymous user do NOT have permission to read from the LDAP tree > > $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=otrs ldap, > > ou=Users, dc=test, dc=local'; > > $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = '0tr$2008'; > > > > # CustomerUser > > # (customer user database backend and settings) > > $Self->{CustomerUser} = { > > Name => 'Datenbank', > > Module => 'Kernel::System::CustomerUser::DB', > > Params => { Table => 'customer_user', > > # to use an external database > > # DSN => 'DBI:odbc:yourdsn', > > # DSN => 'DBI:mysql:database=customerdb;host=customerdbhost', > > # User => '', Password => '', > > }, > > # customer uniq id > > CustomerKey => 'login', > > CustomerID => 'customer_id', > > CustomerValid => 'valid_id', > > CustomerUserListFields => ['first_name', 'last_name', 'email'], > > # CustomerUserListFields => ['login', 'first_name', 'last_name', > > 'customer_id', 'email'], > > CustomerUserSearchFields => ['login', 'last_name', > 'customer_id'], > > CustomerUserSearchPrefix => '', > > CustomerUserSearchSuffix => '*', > > CustomerUserSearchListLimit => 250, > > CustomerUserPostMasterSearchFields => ['email'], > > CustomerUserNameFields => ['salutation', 'first_name', > > 'last_name'], > > # ReadOnly => 1, > > Map => [ > > # note: Login, Email and CustomerID needed! > > # var, frontend, storage, shown, required, storage-type, > > http-link > > [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var' > ], > > [ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var' ], > > [ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var' ], > > [ 'UserLogin', 'Login', 'login', 1, 1, 'var' ], > > [ 'UserPassword', 'Password', 'pw', 0, 1, 'var' ], > > [ 'UserEmail', 'Email', 'email', 0, 1, 'var' ], > > [ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var' > > ], > > [ 'Userlocalment', 'localment', 'localments', 1, 0, 'var' ], > > [ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int' ], > > ], > > }; > > > > # CustomerUser1 > > # (customer user ldap backend and settings) > > $Self->{CustomerUser1} = { > > Module => 'Kernel::System::CustomerUser::LDAP', > > Params => { > > # ldap host > > Host => 'cc-pdc.test.local', > > # ldap base dn > > BaseDN => 'dc=test, dc=local', > > # 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=otrs ldap, ou=People, dc=test, dc=local', > > UserPw => '0tr$2008', > > AlwaysFilter => '', > > SourceCharset => 'utf-8', > > DestCharset => 'iso-8859-1', > > }, > > # customer uniq id > > CustomerKey => 'sAMAccountName', > > # customer # > > CustomerID => 'mail', > > CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], > > CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], > > CustomerUserSearchPrefix => '', > > CustomerUserSearchSuffix => '*', > > CustomerUserSearchListLimit => 250, > > CustomerUserPostMasterSearchFields => ['mail'], > > CustomerUserNameFields => ['givenname', 'sn'], > > Map => [ > > # note: Login, Email and CustomerID needed! > > # var, frontend, storage, shown, required, storage-type > > #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], > > [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], > > [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], > > [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], > > [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], > > [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], > > [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], > > #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], > > #[ 'Userlocalment', 'localment', 'description', 1, 0, 'var' ], > > ], > > }; > > > > > > > > when i try to login otrs > > > > otrs(a)test.local using password. but getting errors. help required by > all > > of you. > > > > -- > > M Ammad Shah > > _______________________________________________ > > 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 > > Support or consulting for your OTRS system? > > => http://www.otrs.com/ > > > > > > -- > Ezra Taylor > _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/

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Re: [otrs] Zlib uncompress error
by aleem bagwan 08 Apr '08

08 Apr '08

Re-installing Compress::Zlib from source may solve the problem. Possible problem is that dependency modules are missing. Try installing the dependencies of Compress::Zlib as listed during its installation. Jeff <lists(a)youthinkitweprintit.com> wrote: I'm getting the following error when I try to print a ticket from the customer's zoom ticket page: Undefined subroutine &Compress::Zlib::uncompress called at /usr/lib/perl5/site_perl/5.8.5/PDF/API2/Basic/TTF/Name.pm line 110. Line 10 in my name.pm is: $apple_encodings[0][$i] = [unpack("n*", Compress::Zlib::uncompress(unpack("u", $apple_encs[$i])))] Any ideas what might be causing this? Yum says Zlib is up to date. I thought that perhaps customer.pl was sending an extra "&" to name.pm.... Thanks in advance for any help... _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ --------------------------------- Save all your chat conversations. Find them online. _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/

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Removing the language option from the login pages
by Clary, Steve 08 Apr '08

08 Apr '08

Can anyone tell me how to remove the language option from both the login.pl and customer.pl pages? Steve _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/

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RE: [otrs] Removing the language option from the login pages
by Clary, Steve 08 Apr '08

08 Apr '08

Thanks! Can you tell me which file is the HTML template? Steve Clary -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of = S=E9bastien Prud'homme Sent: Wednesday, March 05, 2008 12:50 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Removing the language option from the login pages Just edit the HTML template 2008/3/5, Clary, Steve <Steve_Clary(a)urmc.rochester.edu>: > > > > > Can anyone tell me how to remove the language option from both the = login.pl > and customer.pl pages? > > > > Steve > _______________________________________________ > 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 > Support or consulting for your OTRS system? > =3D> http://www.otrs.com/ > _______________________________________________ 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 Support or consulting for your OTRS system? =3D> http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/

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Theme created are not working
by Stephen Chao 08 Apr '08

08 Apr '08

> > Ideally I want to create 3 different web pages for 3 different customers. > Right now I am trying to create a theme and apply to the customer.pl. I > followed the procedure of administrator document by using the queries to add > the company themes and I do see the options in the drop down menu using my > ID or the root@localhost in the index.pl preference page. Both IDs are > have all the admin rights. I copied the standard folder to 3 different > names accordingly but they are not working. The theme being used is still > the standard theme. Did I miss something or the manual did? > > It is not like I do not have the knowledge. It is just not working. > Please help. Thank you. Is there anything that I have to configure or add > in the config file? Can I create different pages for 3 different customers? > ***********************result of the query below************************************************* > > > +----+------------------------ > --+----------+---------------------+-----------+-- > -------------------+-----------+ > | id | theme | valid_id | create_time | > create_by | c > hange_time | change_by | > > +----+--------------------------+----------+---------------------+-----------+-- > -------------------+-----------+ > | 1 | Standard | 1 | 2008-02-17 14:47:54 | > 1 | 2 > 008-02-17 14:47:54 | 1 | > | 2 | Lite | 1 | 2008-02-17 14:47:54 | > 1 | 2 > 008-02-17 14:47:54 | 1 | > | 3 | company1 | 1 | 2008-02-22 13:25:09 | 1 > | 2 > 008-02-22 13:25:09 | 1 | > | 4 | company2 | 1 | 2008-02-22 13:25:56 | 1 | 2 > 008-02-22 13:25:56 | 1 | > | 5 | company3 | 1 | 2008-02-22 13:27:14 | > 1 | 2 > 008-02-22 13:27:14 | 1 | > > +----+--------------------------+----------+---------------------+-----------+-- > -------------------+-----------+ > 5 rows in set (0.00 sec) > > > > -- Stephen Chao Microsoft Certified System Engineer _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/

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RE: [otrs] Removing the language option from the login pages
by Arnold Ligtvoet 08 Apr '08

08 Apr '08

> Can anyone tell me how to remove the language option from both the > login.pl and customer.pl pages? I presume you are using the standard template? If so go into: \Kernel\Output\HTML\Standard In CustomerLogin.pl remove: <p> <form action=3D"$Env{"CGIHandle"}" method=3D"post" enctype=3D"application/x-www-form-urlencoded"> <input type=3D"hidden" name=3D"Action" value=3D""> <input type=3D"hidden" name=3D"RequestedURL" value=3D"$QData{"RequestedURL"}"> <table border=3D"0" cellspacing=3D"0" cellpadding=3D"3" = width=3D"300"> <tr> <td class=3D"singleboxhead">$Text{"Language"}</td> </tr> <tr> <td class=3D"singleboxbody"> <table cellspacing=3D"8" cellpadding=3D"2"> <tr> <td>$Text{"Language"}:</td> <td>$Data{"Language"}</td> </tr> </table> <input class=3D"button" type=3D"submit" = value=3D"$Text{"Submit"}"> </td> </tr> </table> </form> </p> In Login.dtl remove: # -- # language # -- <p> <form action=3D"$Env{"CGIHandle"}" method=3D"post" enctype=3D"application/x-www-form-urlencoded"> <input type=3D"hidden" name=3D"Action" value=3D""> <input type=3D"hidden" name=3D"RequestedURL" value=3D"$QData{"RequestedURL"}"> <table border=3D"0" cellspacing=3D"0" cellpadding=3D"3" = width=3D"280"> <tr> <td align=3D"center" = class=3D"singleboxhead">$Text{"Language"}</td> </tr> <tr> <td align=3D"center" class=3D"singleboxbody"> <table cellspacing=3D"8" cellpadding=3D"2"> <tr> <td class=3D"singleboxkey">$Text{"Language"}:</td> <td class=3D"singleboxvalue">$Data{"Language"}</td> </tr> </table> <input class=3D"button" type=3D"submit" = value=3D"$Text{"Submit"}"> </td> </tr> </table> </form> </p> Done... Arnold. _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/

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Re: otrs Digest, Vol 56, Issue 57
by ammad shah 08 Apr '08

08 Apr '08

errors in apache error_log contains [Tue Mar 25 09:10:13 2008] [error] [client 10.10.10.15] Module: Kernel::System::CustomerUser::new (v1.32) Line: 86, referer: http://gateway/otrs/index.pl [Tue Mar 25 09:10:13 2008] [error] [client 10.10.10.15] Module: Kernel::System::Ticket::new (v1.275.2.8) Line: 133, referer: http://gateway/otrs/index.pl [Tue Mar 25 09:10:13 2008] [error] [client 10.10.10.15] Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 165, referer: http://gateway/otrs/index.pl where as users are unable to login to otrs. On Tue, Mar 25, 2008 at 8:04 PM, <otrs-request(a)otrs.org> wrote: > Send otrs mailing list submissions to > otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > > You can reach the person managing the list at > otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. Re: LDAP Authentication of Agents (Ezra Taylor) > 2. Theme created are not working (Stephen Chao) > 3. RE: Removing the language option from the login pages > (Clary, Steve) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Tue, 25 Mar 2008 10:14:14 -0400 > From: "Ezra Taylor" <ezra.taylor(a)gmail.com> > Subject: Re: [otrs] LDAP Authentication of Agents > To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> > Message-ID: > <eb90f15e0803250714s238079cpee61fb773d8c292e(a)mail.gmail.com> > Content-Type: text/plain; charset="iso-8859-1" > > What errors are you getting? Post the complete errors to your email. > Also, > make sure you have ldap working correctly before you use it to authorize > and > authenticate users. > > On Tue, Mar 25, 2008 at 9:31 AM, ammad shah <mammadshah(a)gmail.com> wrote: > > > * i did alot of configuratios foudn on internet, but getting erros on > > httpd error log my Config.pm <http://config.pm/> is* > > > > $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; > > $Self->{'AuthModule::LDAP::Host'} = 'cc-pdc.test.local'; > > $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=test, dc=test, dc=local'; > > $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; > > > > $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=otrs ldap, cn=Users, > > dc=test, dc=local'; > > $Self->{'AuthModule::LDAP::SearchUserPw'} = '0tr$2008'; > > > > > > # This is an test configuration for an LDAP auth. backend. > > # (take care that Net::LDAP is installed!) > > $Self->{'Customer::AuthModule'} = > 'Kernel::System::CustomerAuth::LDAP'; > > $Self->{'Customer::AuthModule::LDAP::Host'} = 'cc-pdc.test.local'; > > $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=Users, dc=test, > > dc=local'; > > $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; > > > > # The following is valid but would only be necessary if the > > # anonymous user do NOT have permission to read from the LDAP tree > > $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=otrs ldap, > > ou=Users, dc=test, dc=local'; > > $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = '0tr$2008'; > > > > # CustomerUser > > # (customer user database backend and settings) > > $Self->{CustomerUser} = { > > Name => 'Datenbank', > > Module => 'Kernel::System::CustomerUser::DB', > > Params => { Table => 'customer_user', > > # to use an external database > > # DSN => 'DBI:odbc:yourdsn', > > # DSN => 'DBI:mysql:database=customerdb;host=customerdbhost', > > # User => '', Password => '', > > }, > > # customer uniq id > > CustomerKey => 'login', > > CustomerID => 'customer_id', > > CustomerValid => 'valid_id', > > CustomerUserListFields => ['first_name', 'last_name', 'email'], > > # CustomerUserListFields => ['login', 'first_name', 'last_name', > > 'customer_id', 'email'], > > CustomerUserSearchFields => ['login', 'last_name', > 'customer_id'], > > CustomerUserSearchPrefix => '', > > CustomerUserSearchSuffix => '*', > > CustomerUserSearchListLimit => 250, > > CustomerUserPostMasterSearchFields => ['email'], > > CustomerUserNameFields => ['salutation', 'first_name', > > 'last_name'], > > # ReadOnly => 1, > > Map => [ > > # note: Login, Email and CustomerID needed! > > # var, frontend, storage, shown, required, storage-type, > > http-link > > [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var' > ], > > [ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var' ], > > [ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var' ], > > [ 'UserLogin', 'Login', 'login', 1, 1, 'var' ], > > [ 'UserPassword', 'Password', 'pw', 0, 1, 'var' ], > > [ 'UserEmail', 'Email', 'email', 0, 1, 'var' ], > > [ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var' > > ], > > [ 'Userlocalment', 'localment', 'localments', 1, 0, 'var' ], > > [ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int' ], > > ], > > }; > > > > # CustomerUser1 > > # (customer user ldap backend and settings) > > $Self->{CustomerUser1} = { > > Module => 'Kernel::System::CustomerUser::LDAP', > > Params => { > > # ldap host > > Host => 'cc-pdc.test.local', > > # ldap base dn > > BaseDN => 'dc=test, dc=local', > > # 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=otrs ldap, ou=People, dc=test, dc=local', > > UserPw => '0tr$2008', > > AlwaysFilter => '', > > SourceCharset => 'utf-8', > > DestCharset => 'iso-8859-1', > > }, > > # customer uniq id > > CustomerKey => 'sAMAccountName', > > # customer # > > CustomerID => 'mail', > > CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], > > CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], > > CustomerUserSearchPrefix => '', > > CustomerUserSearchSuffix => '*', > > CustomerUserSearchListLimit => 250, > > CustomerUserPostMasterSearchFields => ['mail'], > > CustomerUserNameFields => ['givenname', 'sn'], > > Map => [ > > # note: Login, Email and CustomerID needed! > > # var, frontend, storage, shown, required, storage-type > > #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], > > [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], > > [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], > > [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], > > [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], > > [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], > > [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], > > #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], > > #[ 'Userlocalment', 'localment', 'description', 1, 0, 'var' ], > > ], > > }; > > > > > > > > when i try to login otrs > > > > otrs(a)test.local using password. but getting errors. help required by > all > > of you. > > > > -- > > M Ammad Shah > > _______________________________________________ > > 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 > > Support or consulting for your OTRS system? > > => http://www.otrs.com/ > > > > > > -- > Ezra Taylor > _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/

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Re: otrs Digest, Vol 56, Issue 57
by ammad shah 08 Apr '08

08 Apr '08

errors in apache error_log contains [Tue Mar 25 09:10:13 2008] [error] [client 10.10.10.15] Module: Kernel::System::CustomerUser::new (v1.32) Line: 86, referer: http://gateway/otrs/index.pl [Tue Mar 25 09:10:13 2008] [error] [client 10.10.10.15] Module: Kernel::System::Ticket::new (v1.275.2.8) Line: 133, referer: http://gateway/otrs/index.pl [Tue Mar 25 09:10:13 2008] [error] [client 10.10.10.15] Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 165, referer: http://gateway/otrs/index.pl where as users are unable to login to otrs. On Tue, Mar 25, 2008 at 8:04 PM, <otrs-request(a)otrs.org> wrote: > Send otrs mailing list submissions to > otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > > You can reach the person managing the list at > otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. Re: LDAP Authentication of Agents (Ezra Taylor) > 2. Theme created are not working (Stephen Chao) > 3. RE: Removing the language option from the login pages > (Clary, Steve) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Tue, 25 Mar 2008 10:14:14 -0400 > From: "Ezra Taylor" <ezra.taylor(a)gmail.com> > Subject: Re: [otrs] LDAP Authentication of Agents > To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> > Message-ID: > <eb90f15e0803250714s238079cpee61fb773d8c292e(a)mail.gmail.com> > Content-Type: text/plain; charset="iso-8859-1" > > What errors are you getting? Post the complete errors to your email. > Also, > make sure you have ldap working correctly before you use it to authorize > and > authenticate users. > > On Tue, Mar 25, 2008 at 9:31 AM, ammad shah <mammadshah(a)gmail.com> wrote: > > > * i did alot of configuratios foudn on internet, but getting erros on > > httpd error log my Config.pm <http://config.pm/> is* > > > > $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; > > $Self->{'AuthModule::LDAP::Host'} = 'cc-pdc.test.local'; > > $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=test, dc=test, dc=local'; > > $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; > > > > $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=otrs ldap, cn=Users, > > dc=test, dc=local'; > > $Self->{'AuthModule::LDAP::SearchUserPw'} = '0tr$2008'; > > > > > > # This is an test configuration for an LDAP auth. backend. > > # (take care that Net::LDAP is installed!) > > $Self->{'Customer::AuthModule'} = > 'Kernel::System::CustomerAuth::LDAP'; > > $Self->{'Customer::AuthModule::LDAP::Host'} = 'cc-pdc.test.local'; > > $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=Users, dc=test, > > dc=local'; > > $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; > > > > # The following is valid but would only be necessary if the > > # anonymous user do NOT have permission to read from the LDAP tree > > $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=otrs ldap, > > ou=Users, dc=test, dc=local'; > > $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = '0tr$2008'; > > > > # CustomerUser > > # (customer user database backend and settings) > > $Self->{CustomerUser} = { > > Name => 'Datenbank', > > Module => 'Kernel::System::CustomerUser::DB', > > Params => { Table => 'customer_user', > > # to use an external database > > # DSN => 'DBI:odbc:yourdsn', > > # DSN => 'DBI:mysql:database=customerdb;host=customerdbhost', > > # User => '', Password => '', > > }, > > # customer uniq id > > CustomerKey => 'login', > > CustomerID => 'customer_id', > > CustomerValid => 'valid_id', > > CustomerUserListFields => ['first_name', 'last_name', 'email'], > > # CustomerUserListFields => ['login', 'first_name', 'last_name', > > 'customer_id', 'email'], > > CustomerUserSearchFields => ['login', 'last_name', > 'customer_id'], > > CustomerUserSearchPrefix => '', > > CustomerUserSearchSuffix => '*', > > CustomerUserSearchListLimit => 250, > > CustomerUserPostMasterSearchFields => ['email'], > > CustomerUserNameFields => ['salutation', 'first_name', > > 'last_name'], > > # ReadOnly => 1, > > Map => [ > > # note: Login, Email and CustomerID needed! > > # var, frontend, storage, shown, required, storage-type, > > http-link > > [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var' > ], > > [ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var' ], > > [ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var' ], > > [ 'UserLogin', 'Login', 'login', 1, 1, 'var' ], > > [ 'UserPassword', 'Password', 'pw', 0, 1, 'var' ], > > [ 'UserEmail', 'Email', 'email', 0, 1, 'var' ], > > [ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var' > > ], > > [ 'Userlocalment', 'localment', 'localments', 1, 0, 'var' ], > > [ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int' ], > > ], > > }; > > > > # CustomerUser1 > > # (customer user ldap backend and settings) > > $Self->{CustomerUser1} = { > > Module => 'Kernel::System::CustomerUser::LDAP', > > Params => { > > # ldap host > > Host => 'cc-pdc.test.local', > > # ldap base dn > > BaseDN => 'dc=test, dc=local', > > # 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=otrs ldap, ou=People, dc=test, dc=local', > > UserPw => '0tr$2008', > > AlwaysFilter => '', > > SourceCharset => 'utf-8', > > DestCharset => 'iso-8859-1', > > }, > > # customer uniq id > > CustomerKey => 'sAMAccountName', > > # customer # > > CustomerID => 'mail', > > CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], > > CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], > > CustomerUserSearchPrefix => '', > > CustomerUserSearchSuffix => '*', > > CustomerUserSearchListLimit => 250, > > CustomerUserPostMasterSearchFields => ['mail'], > > CustomerUserNameFields => ['givenname', 'sn'], > > Map => [ > > # note: Login, Email and CustomerID needed! > > # var, frontend, storage, shown, required, storage-type > > #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], > > [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], > > [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], > > [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], > > [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], > > [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], > > [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], > > #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], > > #[ 'Userlocalment', 'localment', 'description', 1, 0, 'var' ], > > ], > > }; > > > > > > > > when i try to login otrs > > > > otrs(a)test.local using password. but getting errors. help required by > all > > of you. > > > > -- > > M Ammad Shah > > _______________________________________________ > > 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 > > Support or consulting for your OTRS system? > > => http://www.otrs.com/ > > > > > > -- > Ezra Taylor > _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/

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Re: [otrs] Zlib uncompress error
by aleem bagwan 08 Apr '08

08 Apr '08

Re-installing Compress::Zlib from source may solve the problem. Possible problem is that dependency modules are missing. Try installing the dependencies of Compress::Zlib as listed during its installation. Jeff <lists(a)youthinkitweprintit.com> wrote: I'm getting the following error when I try to print a ticket from the customer's zoom ticket page: Undefined subroutine &Compress::Zlib::uncompress called at /usr/lib/perl5/site_perl/5.8.5/PDF/API2/Basic/TTF/Name.pm line 110. Line 10 in my name.pm is: $apple_encodings[0][$i] = [unpack("n*", Compress::Zlib::uncompress(unpack("u", $apple_encs[$i])))] Any ideas what might be causing this? Yum says Zlib is up to date. I thought that perhaps customer.pl was sending an extra "&" to name.pm.... Thanks in advance for any help... _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ --------------------------------- Save all your chat conversations. Find them online. _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/

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Removing the language option from the login pages
by Clary, Steve 08 Apr '08

08 Apr '08

Can anyone tell me how to remove the language option from both the login.pl and customer.pl pages? Steve _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/

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RE: [otrs] Removing the language option from the login pages
by Clary, Steve 08 Apr '08

08 Apr '08

Thanks! Can you tell me which file is the HTML template? Steve Clary -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of = S=E9bastien Prud'homme Sent: Wednesday, March 05, 2008 12:50 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Removing the language option from the login pages Just edit the HTML template 2008/3/5, Clary, Steve <Steve_Clary(a)urmc.rochester.edu>: > > > > > Can anyone tell me how to remove the language option from both the = login.pl > and customer.pl pages? > > > > Steve > _______________________________________________ > 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 > Support or consulting for your OTRS system? > =3D> http://www.otrs.com/ > _______________________________________________ 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 Support or consulting for your OTRS system? =3D> http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/

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Theme created are not working
by Stephen Chao 08 Apr '08

08 Apr '08

> > Ideally I want to create 3 different web pages for 3 different customers. > Right now I am trying to create a theme and apply to the customer.pl. I > followed the procedure of administrator document by using the queries to add > the company themes and I do see the options in the drop down menu using my > ID or the root@localhost in the index.pl preference page. Both IDs are > have all the admin rights. I copied the standard folder to 3 different > names accordingly but they are not working. The theme being used is still > the standard theme. Did I miss something or the manual did? > > It is not like I do not have the knowledge. It is just not working. > Please help. Thank you. Is there anything that I have to configure or add > in the config file? Can I create different pages for 3 different customers? > ***********************result of the query below************************************************* > > > +----+------------------------ > --+----------+---------------------+-----------+-- > -------------------+-----------+ > | id | theme | valid_id | create_time | > create_by | c > hange_time | change_by | > > +----+--------------------------+----------+---------------------+-----------+-- > -------------------+-----------+ > | 1 | Standard | 1 | 2008-02-17 14:47:54 | > 1 | 2 > 008-02-17 14:47:54 | 1 | > | 2 | Lite | 1 | 2008-02-17 14:47:54 | > 1 | 2 > 008-02-17 14:47:54 | 1 | > | 3 | company1 | 1 | 2008-02-22 13:25:09 | 1 > | 2 > 008-02-22 13:25:09 | 1 | > | 4 | company2 | 1 | 2008-02-22 13:25:56 | 1 | 2 > 008-02-22 13:25:56 | 1 | > | 5 | company3 | 1 | 2008-02-22 13:27:14 | > 1 | 2 > 008-02-22 13:27:14 | 1 | > > +----+--------------------------+----------+---------------------+-----------+-- > -------------------+-----------+ > 5 rows in set (0.00 sec) > > > > -- Stephen Chao Microsoft Certified System Engineer _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/

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RE: [otrs] Removing the language option from the login pages
by Arnold Ligtvoet 08 Apr '08

08 Apr '08

> Can anyone tell me how to remove the language option from both the > login.pl and customer.pl pages? I presume you are using the standard template? If so go into: \Kernel\Output\HTML\Standard In CustomerLogin.pl remove: <p> <form action=3D"$Env{"CGIHandle"}" method=3D"post" enctype=3D"application/x-www-form-urlencoded"> <input type=3D"hidden" name=3D"Action" value=3D""> <input type=3D"hidden" name=3D"RequestedURL" value=3D"$QData{"RequestedURL"}"> <table border=3D"0" cellspacing=3D"0" cellpadding=3D"3" = width=3D"300"> <tr> <td class=3D"singleboxhead">$Text{"Language"}</td> </tr> <tr> <td class=3D"singleboxbody"> <table cellspacing=3D"8" cellpadding=3D"2"> <tr> <td>$Text{"Language"}:</td> <td>$Data{"Language"}</td> </tr> </table> <input class=3D"button" type=3D"submit" = value=3D"$Text{"Submit"}"> </td> </tr> </table> </form> </p> In Login.dtl remove: # -- # language # -- <p> <form action=3D"$Env{"CGIHandle"}" method=3D"post" enctype=3D"application/x-www-form-urlencoded"> <input type=3D"hidden" name=3D"Action" value=3D""> <input type=3D"hidden" name=3D"RequestedURL" value=3D"$QData{"RequestedURL"}"> <table border=3D"0" cellspacing=3D"0" cellpadding=3D"3" = width=3D"280"> <tr> <td align=3D"center" = class=3D"singleboxhead">$Text{"Language"}</td> </tr> <tr> <td align=3D"center" class=3D"singleboxbody"> <table cellspacing=3D"8" cellpadding=3D"2"> <tr> <td class=3D"singleboxkey">$Text{"Language"}:</td> <td class=3D"singleboxvalue">$Data{"Language"}</td> </tr> </table> <input class=3D"button" type=3D"submit" = value=3D"$Text{"Submit"}"> </td> </tr> </table> </form> </p> Done... Arnold. _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/

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Re: otrs Digest, Vol 56, Issue 57
by ammad shah 08 Apr '08

08 Apr '08

errors in apache error_log contains [Tue Mar 25 09:10:13 2008] [error] [client 10.10.10.15] Module: Kernel::System::CustomerUser::new (v1.32) Line: 86, referer: http://gateway/otrs/index.pl [Tue Mar 25 09:10:13 2008] [error] [client 10.10.10.15] Module: Kernel::System::Ticket::new (v1.275.2.8) Line: 133, referer: http://gateway/otrs/index.pl [Tue Mar 25 09:10:13 2008] [error] [client 10.10.10.15] Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 165, referer: http://gateway/otrs/index.pl where as users are unable to login to otrs. On Tue, Mar 25, 2008 at 8:04 PM, <otrs-request(a)otrs.org> wrote: > Send otrs mailing list submissions to > otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > > You can reach the person managing the list at > otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. Re: LDAP Authentication of Agents (Ezra Taylor) > 2. Theme created are not working (Stephen Chao) > 3. RE: Removing the language option from the login pages > (Clary, Steve) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Tue, 25 Mar 2008 10:14:14 -0400 > From: "Ezra Taylor" <ezra.taylor(a)gmail.com> > Subject: Re: [otrs] LDAP Authentication of Agents > To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> > Message-ID: > <eb90f15e0803250714s238079cpee61fb773d8c292e(a)mail.gmail.com> > Content-Type: text/plain; charset="iso-8859-1" > > What errors are you getting? Post the complete errors to your email. > Also, > make sure you have ldap working correctly before you use it to authorize > and > authenticate users. > > On Tue, Mar 25, 2008 at 9:31 AM, ammad shah <mammadshah(a)gmail.com> wrote: > > > * i did alot of configuratios foudn on internet, but getting erros on > > httpd error log my Config.pm <http://config.pm/> is* > > > > $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; > > $Self->{'AuthModule::LDAP::Host'} = 'cc-pdc.test.local'; > > $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=test, dc=test, dc=local'; > > $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; > > > > $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=otrs ldap, cn=Users, > > dc=test, dc=local'; > > $Self->{'AuthModule::LDAP::SearchUserPw'} = '0tr$2008'; > > > > > > # This is an test configuration for an LDAP auth. backend. > > # (take care that Net::LDAP is installed!) > > $Self->{'Customer::AuthModule'} = > 'Kernel::System::CustomerAuth::LDAP'; > > $Self->{'Customer::AuthModule::LDAP::Host'} = 'cc-pdc.test.local'; > > $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=Users, dc=test, > > dc=local'; > > $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; > > > > # The following is valid but would only be necessary if the > > # anonymous user do NOT have permission to read from the LDAP tree > > $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=otrs ldap, > > ou=Users, dc=test, dc=local'; > > $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = '0tr$2008'; > > > > # CustomerUser > > # (customer user database backend and settings) > > $Self->{CustomerUser} = { > > Name => 'Datenbank', > > Module => 'Kernel::System::CustomerUser::DB', > > Params => { Table => 'customer_user', > > # to use an external database > > # DSN => 'DBI:odbc:yourdsn', > > # DSN => 'DBI:mysql:database=customerdb;host=customerdbhost', > > # User => '', Password => '', > > }, > > # customer uniq id > > CustomerKey => 'login', > > CustomerID => 'customer_id', > > CustomerValid => 'valid_id', > > CustomerUserListFields => ['first_name', 'last_name', 'email'], > > # CustomerUserListFields => ['login', 'first_name', 'last_name', > > 'customer_id', 'email'], > > CustomerUserSearchFields => ['login', 'last_name', > 'customer_id'], > > CustomerUserSearchPrefix => '', > > CustomerUserSearchSuffix => '*', > > CustomerUserSearchListLimit => 250, > > CustomerUserPostMasterSearchFields => ['email'], > > CustomerUserNameFields => ['salutation', 'first_name', > > 'last_name'], > > # ReadOnly => 1, > > Map => [ > > # note: Login, Email and CustomerID needed! > > # var, frontend, storage, shown, required, storage-type, > > http-link > > [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var' > ], > > [ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var' ], > > [ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var' ], > > [ 'UserLogin', 'Login', 'login', 1, 1, 'var' ], > > [ 'UserPassword', 'Password', 'pw', 0, 1, 'var' ], > > [ 'UserEmail', 'Email', 'email', 0, 1, 'var' ], > > [ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var' > > ], > > [ 'Userlocalment', 'localment', 'localments', 1, 0, 'var' ], > > [ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int' ], > > ], > > }; > > > > # CustomerUser1 > > # (customer user ldap backend and settings) > > $Self->{CustomerUser1} = { > > Module => 'Kernel::System::CustomerUser::LDAP', > > Params => { > > # ldap host > > Host => 'cc-pdc.test.local', > > # ldap base dn > > BaseDN => 'dc=test, dc=local', > > # 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=otrs ldap, ou=People, dc=test, dc=local', > > UserPw => '0tr$2008', > > AlwaysFilter => '', > > SourceCharset => 'utf-8', > > DestCharset => 'iso-8859-1', > > }, > > # customer uniq id > > CustomerKey => 'sAMAccountName', > > # customer # > > CustomerID => 'mail', > > CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], > > CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], > > CustomerUserSearchPrefix => '', > > CustomerUserSearchSuffix => '*', > > CustomerUserSearchListLimit => 250, > > CustomerUserPostMasterSearchFields => ['mail'], > > CustomerUserNameFields => ['givenname', 'sn'], > > Map => [ > > # note: Login, Email and CustomerID needed! > > # var, frontend, storage, shown, required, storage-type > > #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], > > [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], > > [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], > > [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], > > [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], > > [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], > > [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], > > #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], > > #[ 'Userlocalment', 'localment', 'description', 1, 0, 'var' ], > > ], > > }; > > > > > > > > when i try to login otrs > > > > otrs(a)test.local using password. but getting errors. help required by > all > > of you. > > > > -- > > M Ammad Shah > > _______________________________________________ > > 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 > > Support or consulting for your OTRS system? > > => http://www.otrs.com/ > > > > > > -- > Ezra Taylor > _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/

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Re: [otrs] Zlib uncompress error
by aleem bagwan 08 Apr '08

08 Apr '08

Re-installing Compress::Zlib from source may solve the problem. Possible problem is that dependency modules are missing. Try installing the dependencies of Compress::Zlib as listed during its installation. Jeff <lists(a)youthinkitweprintit.com> wrote: I'm getting the following error when I try to print a ticket from the customer's zoom ticket page: Undefined subroutine &Compress::Zlib::uncompress called at /usr/lib/perl5/site_perl/5.8.5/PDF/API2/Basic/TTF/Name.pm line 110. Line 10 in my name.pm is: $apple_encodings[0][$i] = [unpack("n*", Compress::Zlib::uncompress(unpack("u", $apple_encs[$i])))] Any ideas what might be causing this? Yum says Zlib is up to date. I thought that perhaps customer.pl was sending an extra "&" to name.pm.... Thanks in advance for any help... _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ --------------------------------- Save all your chat conversations. Find them online. _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/

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Removing the language option from the login pages
by Clary, Steve 08 Apr '08

08 Apr '08

Can anyone tell me how to remove the language option from both the login.pl and customer.pl pages? Steve _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/

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RE: [otrs] Removing the language option from the login pages
by Clary, Steve 08 Apr '08

08 Apr '08

Thanks! Can you tell me which file is the HTML template? Steve Clary -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of = S=E9bastien Prud'homme Sent: Wednesday, March 05, 2008 12:50 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Removing the language option from the login pages Just edit the HTML template 2008/3/5, Clary, Steve <Steve_Clary(a)urmc.rochester.edu>: > > > > > Can anyone tell me how to remove the language option from both the = login.pl > and customer.pl pages? > > > > Steve > _______________________________________________ > 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 > Support or consulting for your OTRS system? > =3D> http://www.otrs.com/ > _______________________________________________ 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 Support or consulting for your OTRS system? =3D> http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/

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Theme created are not working
by Stephen Chao 08 Apr '08

08 Apr '08

> > Ideally I want to create 3 different web pages for 3 different customers. > Right now I am trying to create a theme and apply to the customer.pl. I > followed the procedure of administrator document by using the queries to add > the company themes and I do see the options in the drop down menu using my > ID or the root@localhost in the index.pl preference page. Both IDs are > have all the admin rights. I copied the standard folder to 3 different > names accordingly but they are not working. The theme being used is still > the standard theme. Did I miss something or the manual did? > > It is not like I do not have the knowledge. It is just not working. > Please help. Thank you. Is there anything that I have to configure or add > in the config file? Can I create different pages for 3 different customers? > ***********************result of the query below************************************************* > > > +----+------------------------ > --+----------+---------------------+-----------+-- > -------------------+-----------+ > | id | theme | valid_id | create_time | > create_by | c > hange_time | change_by | > > +----+--------------------------+----------+---------------------+-----------+-- > -------------------+-----------+ > | 1 | Standard | 1 | 2008-02-17 14:47:54 | > 1 | 2 > 008-02-17 14:47:54 | 1 | > | 2 | Lite | 1 | 2008-02-17 14:47:54 | > 1 | 2 > 008-02-17 14:47:54 | 1 | > | 3 | company1 | 1 | 2008-02-22 13:25:09 | 1 > | 2 > 008-02-22 13:25:09 | 1 | > | 4 | company2 | 1 | 2008-02-22 13:25:56 | 1 | 2 > 008-02-22 13:25:56 | 1 | > | 5 | company3 | 1 | 2008-02-22 13:27:14 | > 1 | 2 > 008-02-22 13:27:14 | 1 | > > +----+--------------------------+----------+---------------------+-----------+-- > -------------------+-----------+ > 5 rows in set (0.00 sec) > > > > -- Stephen Chao Microsoft Certified System Engineer _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/

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Queue selection then creating phone ticket
by my_hlam 08 Apr '08

08 Apr '08

Then I create phone ticket i should always select queue for this ticket. Is it possible to select default queue for phone ticket?

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(no subject)
by Tony Canale 07 Apr '08

07 Apr '08

I tried using Note internal and Note external, but still same thing. what are we doing wrong? Message: 4 Date: Wed, 2 Apr 2008 09:13:15 +0200 From: "Nils Breunese (Lemonbit)" <nils(a)lemonbit.nl> Subject: Re: [otrs] Customer can't see my comments To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <A95687BF-4072-4F7E-9BD1-0EA83DB3EC85(a)lemonbit.nl> Content-Type: text/plain; charset=US-ASCII; format=flowed; delsp=yes Tony Canale wrote: > Customer can't see my comments:.... > when an agent closes a ticket, with comments, the customer that > created the ticket gets the email notification but the comments > don't show in the body of the email. (they doesn't show in their > customer queue either,... it only states that its been closed by the > agents. > > The only time that the comments show up is when I use "compose > answer email", instead of close link. > > why are the comments not showing up? Maybe because the type is note-internal for instance? Nils Breunese _________________________________________________________________ Pack up or back up–use SkyDrive to transfer files or keep extra copies. Learn how. hthttp://www.windowslive.com/skydrive/overview.html?ocid=TXT_TAGLM_WL_Refre…

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Re: otrs Digest, Vol 57, Issue 19 Streamlining our OTRS configuration, where to find how to change default owners and responsib
by Craig Meirick 07 Apr '08

07 Apr '08

Thank you much for your prompt answer. This is exactly what I was looking for. Thank you, >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<

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Problems Importing OTRS Database
by Buice, David R 07 Apr '08

07 Apr '08

Hello everyone, This issue may be better served by the mysql community but I thought I'd start with the OTRS community first. I am trying to move our OTRS database from a Linux based client to a Sun Solaris server. The client is running MySql version 3.2.3 and OTRS 1.2.3 and Apache 1.3.x. The server is running MySql version 5.0.45, OTRS 2.2.6 and Apache 2.2.6 My intent was to get a good backup of the OTRS database from the client, then import it into MySql on the server and run the myriad upgrades needed to bring the database up to version 2.2.6. I ran the following command on the client: mysqlhotcopy otrs /pathname/otrs.sql I used mysqlhotcopy because I was running into space issues when I tried using mysqldump. I got a clean otrs.sql file with no errors. I then took the file to the server and ran the following command: mysql -p otrs < otrs.sql The job ran for a while and then ended with the following nysql error: ERROR 1060 (42S21) at line 429990: Duplicate column name 'group_id' I used phpmyadmin to discover that OTRS tables had been created up to the "theme" table. The import job croaked when trying to create the "ticket" table. The otrs.sql file is 3.5 GB in size. I have not found a way to edit it (nor do I know if that is desirable). I would really like to use the backup I created but don't know how to get past the mysql error. I would be grateful for any advice the OTRS community might have. Don't hesitate to tell me to go bug the mysql folks! Thanks in advance, David Buice ITIL Foundations Certified EDS - PSIC 7000 Chicago Road Warren, MI 48092 ( Phone:+1-586-575-4525 + mailto:david.buice@eds.com cell: 248-249-9122

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Streamlining our OTRS configuration, where to find how to change default owners and responsible dropdown selection in new ticke
by Craig Meirick 07 Apr '08

07 Apr '08

OTRS is working well so far. I am looking for things to tweak in order to streamline our process and came across this issue: When I create a new ticket in either the phone or email ticket creation I am choosing the queue it is going to be placed in. According to that queue I have by default 1 or 2 choices from the owner and responsible drop down menus. If I want to see all the choices I choose the [All] link beside the drop down arrow. My question is how to change the defaults of these drop downs to show either more or less agents to assign to. If I can get different users in place this will be more efficient as to not having to choose the [All] link as often. Your help will be greatly appreciated. >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<

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RE: [otrs] LDAP connection issue!
by Klaus Bruno 07 Apr '08

07 Apr '08

Hello Snehal Desai "Bad hostname" sounds like your system ist not able to resolve the hostname. Try to ping it from this host (from a command window) or try "nslookup xxxxx.blank.com". Also try to connect to the ldap port (e.g. telnet your.ldap.host 389) regards, Bruce -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Snehal Desai Sent: Thursday, April 03, 2008 6:43 PM To: otrs(a)otrs.org Subject: [otrs] LDAP connection issue! Hello, I have already looked through the forum and have tried everything, but still can't connect. I have exhausted all other opportunities as well like google. I already posted before but go no replies! Any ideas what I'm doing wrong? Software error: Can't connect to xxxxx.blank.com: IO::Socket::INET: Bad hostname 'xxxxx.blank.com' at C:/OTRS/otrs//Kernel/System/CustomerAuth/LDAP.pm line 149. #Enable LDAP authentication for Customers / Users $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'xxxxx.blank.com'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=blank,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; #The following is valid but would only be necessary if the #anonymous user do NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=LDAP,cn=Users,dc=blank,dc=com'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'Help_Password'; #CustomerUser #(customer user database backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'xxxxx.blank.com', BaseDN => 'dc=blank,dc=com', SSCOPE => 'sub', UserDN =>'cn=LDAP,cn=Users,dc=blank,dc=com', UserPw => 'Help_Password', }, # customer unique id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], #[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], };

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upgrade
by pri pri 04 Apr '08

04 Apr '08

hi all I would like to upgrade OTRS. I need to take a backup of my mysql server before i re install the new version. i read that i can backup my mysql using the mysqldump command but i want to know how i can logon to my sqlserver to execute this command. i am running otrs on windows small business server 2003. one of the tutorials i read said access the database but i would like to know from where i can access it. if someebody s performed their upgrade on windows do let me know thank you _________________________________________________________________ Education: Are exams worrying you all the day long? Write to MSN education experts for help. http://education.in.msn.com/

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Changing Database-user password after installation
by Miguel Dias 04 Apr '08

04 Apr '08

Hi all, I would like to know if there is any way to change the Databse-user after the installation? I forgot to change it in setp 3 of http://localhost/otrs/installer.pl Thank you. Best Regards

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Error with ITSMTicket install
by Brunier, Mikael 03 Apr '08

03 Apr '08

Hello, When I try to add the ITSMTicket-1.0.6 in OTRS 2.2.6 with package manager on a Red Hat EL4 I get this: Error: Need File/Package! ERROR: OTRS-CGI-10 Perl: 5.8.5 OS: linux Time: Thu Apr 3 13:46:15 2008 Message: Need File/Package! Traceback (14870): Module: Kernel::Output::HTML::Layout::Error (v1.51.2.8) Line: 1146 Module: Kernel::Output::HTML::Layout::ErrorScreen (v1.51.2.8) Line: 1126 Module: Kernel::Modules::AdminPackageManager::Run (v1.46.2.3) Line: 1075 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.81) Line: 47 I have allready installed these following required packages: GeneralCatalog 1.0.6 LinkObject 1.0.6 ITSMCore 1.0.6 ITSMService 1.0.6 Is there any issue ? Thanks Mike

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