- otrs - OTRS mailing lists

OTRS 2.2.5 slowness
by Andrew Meyer 29 Feb '08

29 Feb '08

OTRS 2.2.5 seems to run very slow. I am running it on inadequate hardware, but it still should take an extra 15 seconds to load the page. Can you shed some light on this? Andrew Meyer Unix Systems Administrator 314-787-0681 x39 314-565-0868 (cell) 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139 http://www.precisionpractice.com/

1 0

POP3 configuration : keep the mail in the popped mailbox
by Fabrice Verbrouck 29 Feb '08

29 Feb '08

Hello everybody, My apologies if the question was asked previously, but I didn't found an easy way to search trough archives. I wanted to know I f there is a way to keep the mail popped by OTRS in my mailbox on Exchange 2007 ? It will be used to backup every email sent and received by OTRS, and for techs to connect on this box with Outlook. Thanks for your answers. Fabrice.

3 3

Notification customize by customer
by Serge ALGAROTTI 29 Feb '08

29 Feb '08

Hello, we used OTRS 2.1.5. Some customers want to receive notification of change state, change owner, change file et some others don't want to receive this notifications. It's seem that we can make a choice by queue and not by customer. Is it possible than each customer customize the notification ? If not , is it planning for a next release ? thanks best regards, -- Serge ALGAROTTI Ecole des Mines de Paris

1 0

foreach
by hassen ben slima 29 Feb '08

29 Feb '08

what means please : "foreach (qw(ConfigObject LogObject TimeObject DBObject MainObject)) { if ($Param{$_}) { $Self->{$_} = $Param{$_}; } else { die "Got no $_!"; } }"

1 0

RE: [otrs] A form per queue. Is it possible?
by Sune T. Tougaard 29 Feb '08

29 Feb '08

Don't know if it's too abvious, but is the pop3 account marked as "trusted" in "Admin->Postmaster POP3 Account"? Think i read somewhere that to keep/use existing OTRS headers, it has to be trusted. -- /Sune -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Daniele Sent: 28. februar 2008 14:00 To: User questions and discussions about OTRS.org Subject: Re: [otrs] A form per queue. Is it possible? Thank you Shawn for you support. I was smiling reading your email because I though I was finding my bug. I added the row to my email and I started again... but without success. Is there any setting I am forgetting? Maybe... a new line in OTRS/Kernel/system/postmaster/newTicket.pm? or in config.pm? My OTRS refuses to work. I am running release 2.2.3. I am thinking to destroy all and upgrade to the last one release. Any idea? Thank you in advance. Daniele Shawn Beasley ha scritto: > Hi Daniele, >> I am sorry to always ask you about my personal problem... but I am >> really getting crazy!!! > [...] >> -------------------------------------------------------------------- >> STEP 2: >> -------------------------------------------------------------------- >> I build into OTRS->Admin->[ PostMaster Filter ] the following filter >> >> Filtername: myFilter >> Match: >> Header 1:X-OTRS-TicketKey3 Value:Armadio >> >> Set: >> Header 1:X-OTRS-TicketValue3 Value:aaaaaa > Either: > > Header 1:X-OTRS-TicketKey3 Value:Armadio > Header 1:X-OTRS-TicketValue3 Value:aaaaaa >> >> -------------------------------------------------------------------- >> STEP 3: >> -------------------------------------------------------------------- >> I send to my OTRS, through php, the following email: >> >> <?php >> $to = 'OTRSaddress(a)myServer.it'; >> $subject = 'Let me try'; >> $body = 'This is the email content'; >> $header = "X-OTRS-TicketKey3:Armadio"; > or > $header = "X-OTRS-TicketKey3:Armadio\r\n"; $header .= > "X-OTRS-TicketValue3:aaaaaa"; >> if (mail ($to, $subject, $body, $header)) { >> echo 'E-mail inviata con successo. '; >> echo 'Destinatario: '.$to.' '; >> echo 'Subject: '.$subject.' '; >> echo 'X-Header: '.$header.' '; >> echo 'Contenuto: '.$body; >> } else { >> echo 'Non sono riuscito ad inviare il messaggio'; >> } >> ?> > [...] >> => http://www.otrs.com/ > I think this would be the proper code, but the main fact is your > should set both headers in the php. Alternatively, you can choose the > first option. I hope you get it up and running :) > > ---------------------------------------------------------------------- > -- > > _______________________________________________ > 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/

2 1

RE: [otrs] closed ticket email notify with note
by Lars Jørgensen 29 Feb '08

29 Feb '08

Hi Francesco. > I to all, I have a question: when I close a ticket I write a note. I > would like that this note is included in the e-mail notification to > customer. I can't find how it is possible. That note is an internal note, it will not be sent to the customer. You can get what you need by adding an email response to the ticket and select to close the ticket in the response. In that case the customer will get the email response and the ticket will be closed. If you have enabled Notification of State Change on the queue, the customer will also get a case closed notification. In SysConf -> Ticket -> Frontend::Agent::Ticket::ViewCompose, you can select the default state of a ticket when composing an email response, Ticket::Frontend::AgentTicketCompose###StateDefault. The default is "open". Just below, in Ticket::Frontend::AgentTicketCompose###StateType, you can select what possible states an agent can select on a ticket when composing an email response. -- Lars

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OTRS 2.0.4
by Andrew Meyer 28 Feb '08

28 Feb '08

I am getting this when trying to install OTRS 2.0.4 (debian) on a test machine. ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Thu Feb 28 15:15:06 2008 Message: Access denied for user 'otrs'@'localhost' (using password: NO) Traceback (31050): Module: Kernel::System::DB::new (v1.47) Line: 168 Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 150 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.80) Line: 203 Module: ModPerl::RegistryCooker::run (v1.80) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 Andrew Meyer Unix Systems Analyst 314-787-0681 x39 314-565-0868

2 1

freetext-fields for queues?
by Kai Sommer 28 Feb '08

28 Feb '08

Dear OTRS users, in our OTRS we just do some "statistics" (open, new, pending, ecalating, ... tickets) as a cron-job that sends an e-mail every night to configurated "supervisors". Now I wanna write that "supervisors" - which is a normal agent - for every queue into the database (to not use a textfile for the association). Can someone explain me how I can create such a freetext field for the queues? - First I tried to use the "description"-field but now we need that for real description... :( Thanks a lot and best regards! Kai Sommer

2 1

Ticket Grading
by Carlos A Cardona Gomez 28 Feb '08

28 Feb '08

Hello, I'd like to know if is there a way I can make customers give some feedback about the way the ticket has been solved. I was thinking about 3 checkboxes to grade the ticket... happy, acceptable, bad... or something like that... maybe a module I can install on otrs... Thanks in advance for any idea. Carlos Cardona.

2 1

showing notes of ticket in the note and close locations
by Craig Meirick 28 Feb '08

28 Feb '08

I am looking for a way to show the notes of the ticket that show up in the zoom field to show up in the add note and close options. When I add a note to a ticket it would be helpful to see the past notes that have been added over the life of the ticket. Also having these notes show in the close screen would be a helpful feature. If there is any possibility of this kind of feature or configuration that would accomplish this, I would be grateful to hear how to incorporate it. Thanks in advance. ~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu 1625 Highway 150, Box 400, Calmar IA 52132-0400, USA <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<

1 0

RE: [otrs] A form per queue. Is it possible?
by Daniele 28 Feb '08

28 Feb '08

Thank you all. > > The problem I see is that I don't have required information into ORTS db (useful for future/needed data analysis). > I'm not sure what you mean. At the end of the story I would like to use OTRS to store all information. I would find a way to store data inside OTRS database as well I store each field into OTRS database if I use TicketFreeKey_n TicketFreeText_n > You misunderstand. You will *not* use the forms provided with OTRS. > You will create your *own* forms in Perl, PHP, .Net or whatever fancy > programming tool the kids use these days. no, I understood you very well, I believe. The problem I see is the one I described just now in this same message. If I create forms from outside OTRS I will not populate OTRS db but only OTRS email messages. Informations will be into email messages, not into a db!!!!, not into the OTRS db. I am going to fail during statistics!! In order to build a workaround I was thinking to make more than one installation and to send the user to fill the OTRS form within the right installation. But also this solution can't work.

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AW: [otrs] Newbie Q: moving to another system, backup and closed tickets
by Klaus Bruno 28 Feb '08

28 Feb '08

Hi Al See the docs. Chapter 22.1 Backup and 22.2 Restore. http://doc.otrs.org/2.2/en/html/c2526.html If you install on the server the same version of otrs as on your workstation (as assumed) you should be able to restore the data from the workstation to the server. regards Bruno -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von LLLActive(a)GMX.Net Gesendet: Donnerstag, 28. Februar 2008 11:11 An: User questions and discussions about OTRS.org Betreff: [otrs] Newbie Q: moving to another system, backup and closed tickets Hi all, I installed OTRS on my OpenSUSE 10.3 system a week ago. It seems quite good and easy to use. I started entering some tickets from our parallel "Paper-Snail" system. Q 1: How can I now just transport the system from my local OpenSUSE 10.3 to a Server with SLES 10? I will reinstall OTRS, but I want to use the currently used data from my test-system again. It wil save a lot of work. Q 2: In a backup of the data, which files need to be backed up for a complete system rebuild? (which I presume will be the same files as that in the first question) Q 3. I have tried reading the archives. There (2002) it seems that the tickets can not be read after they are closed. Is it possible now? We want to enter solutions to the problems as notes to tickets; a sort of knowledge base. It would be helpful if tickets can be searched (whether they are open or closed) for any information entered. TIA :-) Al _______________________________________________ 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 28 Feb '08

28 Feb '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/

1 0

Theme created are not working
by Stephen Chao 28 Feb '08

28 Feb '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/

1 0

Re: [otrs] Zlib uncompress error
by aleem bagwan 28 Feb '08

28 Feb '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/

1 0

Newbie Q: moving to another system, backup and closed tickets
by LLLActive＠GMX.Net 28 Feb '08

28 Feb '08

Hi all, I installed OTRS on my OpenSUSE 10.3 system a week ago. It seems quite good and easy to use. I started entering some tickets from our parallel "Paper-Snail" system. Q 1: How can I now just transport the system from my local OpenSUSE 10.3 to a Server with SLES 10? I will reinstall OTRS, but I want to use the currently used data from my test-system again. It wil save a lot of work. Q 2: In a backup of the data, which files need to be backed up for a complete system rebuild? (which I presume will be the same files as that in the first question) Q 3. I have tried reading the archives. There (2002) it seems that the tickets can not be read after they are closed. Is it possible now? We want to enter solutions to the problems as notes to tickets; a sort of knowledge base. It would be helpful if tickets can be searched (whether they are open or closed) for any information entered. TIA :-) Al

1 0

Wide character in subroutine entry
by Paulius Stakauskas 28 Feb '08

28 Feb '08

Hi, After updating from 2.2.2 to 2.2.5 (FreeBSD), I get the following error while trying to make fast reply: Software error: Wide character in subroutine entry at (eval 112) line 1. Apache log shows: [Thu Feb 28 10:55:51 2008] [error] [client IP] [Thu Feb 28 10:55:51 2008] index.pl: Wide character in subroutine entry at (eval 112) line 1., referer: https://url/rt/index.pl?Action=AgentTicketCompose&ResponseID=1&TicketID=452… I have figured out that this error comes up only when special characters are in the reply message, like lithuanian letters (before updating everything was fine). I've tried to check these files: otrs/Kernel/Config.pm -> $Self->{'DefaultCharset'} = 'utf-8'; otrs/Kernel/System/Email.pm -> changed this: Charset => 'iso-8859-15', to this: Charset => 'utf-8', Same thing I've done to: otrs/Kernel/System/Web/InterfaceAgent.pm , InterfaceCustomer.pm What else should I look for to solve this problem? Thanks for any info.

1 0

cron job failures
by Joe Ersinghaus 27 Feb '08

27 Feb '08

Hello, My OTRS system is sending cron job failure emails. All messages report this: Can't locate Kernel/Config.pm in @INC (@INC contains: /opt/otrs/Kernel/cpan-lib /opt/otrs +/usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.7/i386-linux-thread-multi ... I must have something miss configured. Can anybody help? Thanks, Joe

1 0

RE: [otrs] User interface does not list users
by Jonathan Larsen 27 Feb '08

27 Feb '08

>this is new functionality >you will have to "search" for users >a * will do... Totally makes sense, we had wondered that after I sent out the email. Thanks for the info! :)

1 0

User interface does not list users
by Jonathan Larsen 27 Feb '08

27 Feb '08

We just upgrade to the latest version of OTRS. Our database imported just fine without error. One thing we've noticed though is when we click on Admin->Users it doesn't list a single user not even root@localhost. Since the database import I am able to log in with the user I used from our previous version of OTRS(it exists on a separate machine). Any ideas why this is? Oh and if I search for myself, I am found. Also, if I click on users<->groups, it does list the users there.

3 2

RE: [otrs] LDAP customer authentication with AD not workng, please help?
by Leigh Reed 27 Feb '08

27 Feb '08

Hi, Thank for the quick reply. For some strange reason that config I posted works to some degree. If I log in to the agent frontend, click on admin and then click Customer Users and do a search I can find every object listed in our AD (including users, computers and even old accounts that were deleted). I don't know why it took such a long time to populate as I couldn't find a single user a couple of hours ago. Thinking I had cracked it I tried to log in to the customer frontend but I still get the same error no matter what I use as a login name. This seems very strange to me. If it is communicating with AD and can find the users, how come I can't login to the customer frontend? Thank you Leigh -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Lars Jørgensen Sent: 21 February 2008 16:50 To: User questions and discussions about OTRS.org Subject: Re: [otrs] LDAP customer authentication with AD not workng,please help? Den 21/02/2008 kl. 16.27 skrev leighreed(a)wbhltd.com: > $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=woodberry, > dc=wbhltd, dc=com'; Try this: $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=woodberry, dc=woodberry, dc=wbhltd, dc=com'; -- Lars _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/

5 6

Theme created are not working
by Stephen Chao 志強 27 Feb '08

27 Feb '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

1 0

Mod perl...
by Nielson, Adam 27 Feb '08

27 Feb '08

So, I used this page here: http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&CategoryID=3&ItemID=200 And found out mod perl isnt even running FOR OTRS. I checked out the otrs/script directory, but have no idea whats "wrong". I uncommented out that im using a MySQL database in apache2-perl-startup.pl, but have no idea what im really looking for. Also, how do I know if apaches conf.d/perl.conf is properly set up? Is there some kind of guide or howto I can follow? Im not finding anything useful online. Thank you, Adam Nielson

4 9

How to configure the SMTP port and SSL
by Stephen Chao 志強 27 Feb '08

27 Feb '08

Please help. Somehow the yahoo is blocking our company smtp probably because it is anonymous (simple smtp with no domain ID setup). I tried to use yahoo bizmail but it does not work. I think it needs to use different port and SSL enable. Can someone tell me where to change that and how? Thank you. --------------Here is the error message------------------------------------------------------------- ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Wed Feb 27 10:44:48 2008 Message: SMTP authentication failed! Enable debug for more info! Traceback (1784): Module: Kernel::System::Email::SMTP::Send (v1.14) Line: 77 Module: Kernel::System::Email::Send (v1.31.2.1) Line: 498 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.20.2.1) Line: 408 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_OTRS_otrs_bin_cgi_2dbin_customer_2epl::handler (v) Line: 47 Module: (eval) (v1.37) Line: 203 Module: ModPerl::RegistryCooker::run (v1.37) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.37) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 --------------------------------------------------------------------------------------------------------------------------- -- Stephen Chao Microsoft Certified System Engineer

1 0

Unlock Ticket
by Сергей Малочинский 27 Feb '08

27 Feb '08

Hello! Please help me. Our company test OTRS. Question: I create queue with unlock ticket time out 1 minute. I wait rather then 1 hour. Ticket not unlock. I try run UnlockTickets.pl and it`s not work. %./UnlockTickets.pl --all UnlockTickets.pl <Revision 1.24> - unlock tickets Copyright (c) 2001-2006 OTRS GmbH, http//otrs.org/ Unlock all tickets: % What I do incorrect?

1 0

Zlib uncompress error
by Jeff 27 Feb '08

27 Feb '08

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/

2 1

ticket age
by Rell Gábor 27 Feb '08

27 Feb '08

Hello, Is there a way to stop the age of a ticket when it is closed? My boss needs to get stats about the average age of tickets. Any help are welcome -- Gábor Rell

2 1

OTRS slow? Especially index.pl?
by Nielson, Adam 27 Feb '08

27 Feb '08

Any troubleshooting ideas or suggestions as to why OTRS loads extremely slow? When you go to index.pl, it takes quite awhile to load all the icons, but eventually does, when trying to access other portions of the index.pl admin website, it is also really slow. Any thoughts are greatly appreciated. Thank you, Adam Nielson

4 3

Problems after upgrade from 2.0.x to 2.2.4
by Sven Schlüter 27 Feb '08

27 Feb '08

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi all, we are using otrs as a customer support ticket system since one year now. its running on a debian inside a virtual machine. I did an upgrade via debian apt-get (first changed the sources.list to lenny) The upgrade failed hard and I was constrained to force a manual database upgrade. It seems like debian failed at one table and wasnt able to update the other tables as well. anyway, it seems to work after this manual editing for about two weeks. now, we can see a lot of trouble coming up. First, if we get a new ticket !!!sometimes!!! we get the mailmessage with the ticketnumber and a link inside, but THIS ticketid is never used in the whole database ... I mean, we get the notification, but it wasnt produced a real-full-ticket. Second, I can work with my user, see the relationship groups<-->users, but if I take a look on users only, no user is listed... I think all of this have to do with a database problem, but I can not get it. I need someone with a deeper knowledge of the OTRS anybody an idea? I am really open minded for every suggestion. thanks - -- cheers Sven 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) iD8DBQFHxDBvN6l7nff996QRAt8DAJ0fo5wS3JuCTVPKqGxA8xNznhXDxQCbBEPM 3AiTBOOGarX0VIGGmrPlvms= =xusT -----END PGP SIGNATURE-----

2 2

Send customer email on change raw queue
by Francesco Simonini 26 Feb '08

26 Feb '08

This is the problem: when otrs download by pop3 new mails it open a ticket for any of that mails. I don't want this because some mail are not relevant and I can't apply any kind of filter. My workaround is to not send automatically notify email to the customer with the ticket id just open and manually move to Junk queue the "not relevant" tickets. Is there the possibility to send email to the customer when I move the correct ticket from Raw queue to another queue? Thanks a lot, Francesco.

1 0

Ticket Grading
by Carlos A Cardona Gomez 26 Feb '08

26 Feb '08

Hello, I'd like to know if is there a way I can make customers give some feedback about the way the ticket has been solved. I was thinking about 3 checkboxes to grade the ticket... happy, acceptable, bad... or something like that... maybe a module I can install on otrs... Thanks in advance for any idea. Carlos Cardona. -----Mensaje original----- De: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] En nombre de otrs-request(a)otrs.org Enviado el: Martes, 26 de Febrero de 2008 12:03 p.m. Para: otrs(a)otrs.org Asunto: otrs Digest, Vol 55, Issue 78 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: closed ticket email notify with note (LQ Marshall) 2. Re: closed ticket email notify with note (Francesco Simonini) 3. Problems after upgrade from 2.0.x to 2.2.4 (Sven Schl?ter) 4. RE: when phone ticket / email ticket (Forms) 5. RE: Mod perl... (Nielson, Adam) 6. Re: closed ticket email notify with note (Lars J?rgensen) 7. Re: Problems after upgrade from 2.0.x to 2.2.4 (Lars J?rgensen) ---------------------------------------------------------------------- Message: 1 Date: Tue, 26 Feb 2008 10:35:03 -0500 From: "LQ Marshall" <qmarshall(a)inetspace.net> Subject: RE: [otrs] closed ticket email notify with note To: "'User questions and discussions about OTRS.org'" <otrs(a)otrs.org> Message-ID: <20080226153516.908A165DBE(a)osser.otrs.com> Content-Type: text/plain; charset="US-ASCII" > > I to all, I have a question: when I close a ticket I write > a note. I > > would like that this note is included in the e-mail notification to > > customer. I can't find how it is possible. > > That note is an internal note, it will not be sent to the customer. If I want to send a message on close, I send a email and set the next state to close. LQ ------------------------------ Message: 2 Date: Tue, 26 Feb 2008 16:38:50 +0100 From: "Francesco Simonini" <francesco.simonini(a)gmail.com> Subject: Re: [otrs] closed ticket email notify with note To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <c38183a90802260738y51ad5140x15d6b8cec3b6e012(a)mail.gmail.com> Content-Type: text/plain; charset=ISO-8859-1 Ok, thank you too. Francesco. 2008/2/26, LQ Marshall <qmarshall(a)inetspace.net>: > > > I to all, I have a question: when I close a ticket I write > > a note. I > > > would like that this note is included in the e-mail notification to > > > customer. I can't find how it is possible. > > > > That note is an internal note, it will not be sent to the customer. > > > If I want to send a message on close, I send a email and set the next state > to close. > > > LQ > > > _______________________________________________ > 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/ > ------------------------------ Message: 3 Date: Tue, 26 Feb 2008 16:29:51 +0100 From: Sven Schl?ter <sven.schlueter(a)bristol.de> Subject: [otrs] Problems after upgrade from 2.0.x to 2.2.4 To: otrs(a)otrs.org Message-ID: <47C4306F.8010405(a)bristol.de> Content-Type: text/plain; charset=ISO-8859-15 -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi all, we are using otrs as a customer support ticket system since one year now. its running on a debian inside a virtual machine. I did an upgrade via debian apt-get (first changed the sources.list to lenny) The upgrade failed hard and I was constrained to force a manual database upgrade. It seems like debian failed at one table and wasnt able to update the other tables as well. anyway, it seems to work after this manual editing for about two weeks. now, we can see a lot of trouble coming up. First, if we get a new ticket !!!sometimes!!! we get the mailmessage with the ticketnumber and a link inside, but THIS ticketid is never used in the whole database ... I mean, we get the notification, but it wasnt produced a real-full-ticket. Second, I can work with my user, see the relationship groups<-->users, but if I take a look on users only, no user is listed... I think all of this have to do with a database problem, but I can not get it. I need someone with a deeper knowledge of the OTRS anybody an idea? I am really open minded for every suggestion. thanks - -- cheers Sven 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) iD8DBQFHxDBvN6l7nff996QRAt8DAJ0fo5wS3JuCTVPKqGxA8xNznhXDxQCbBEPM 3AiTBOOGarX0VIGGmrPlvms= =xusT -----END PGP SIGNATURE----- ------------------------------ Message: 4 Date: Tue, 26 Feb 2008 09:53:16 -0600 From: "Forms" <forums(a)grupocash.com.mx> Subject: RE: [otrs] when phone ticket / email ticket To: "'User questions and discussions about OTRS.org'" <otrs(a)otrs.org> Message-ID: <!~!UENERkVCMDkAAQACAAAAAAAAAAAAAAAAABgAAAAAAAAAe+IP8AHIbEap78Tn9cWiIcKAAAAQAAAA85fMsrgVIEWRqJi4lpEyhQEAAAAA(a)grupocash.com.mx> Content-Type: text/plain; charset="us-ascii" Thanks a lot Josh Carlos, _____ De: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] En nombre de Joshua Scott Enviado el: Martes, 26 de Febrero de 2008 09:28 a.m. Para: User questions and discussions about OTRS.org Asunto: Re: [otrs] when phone ticket / email ticket Well, the 'phone ticket' simply creates a ticket in the queue, which the customer can view (if you give access). The 'email ticket' sends an email to the customer, so I only use that if I need that functionality. Josh On Tue, Feb 26, 2008 at 9:06 AM, Forms <forums(a)grupocash.com.mx> wrote: Hi list, Some guidelines to know when to use phone ticket (or email ticket) ? Thanks a lot Carlos, _______________________________________________ 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

when phone ticket / email ticket
by Forms 26 Feb '08

26 Feb '08

Hi list, Some guidelines to know when to use phone ticket (or email ticket) ? Thanks a lot Carlos,

2 2

closed ticket email notify with note
by Francesco Simonini 26 Feb '08

26 Feb '08

I to all, I have a question: when I close a ticket I write a note. I would like that this note is included in the e-mail notification to customer. I can't find how it is possible. Thanks a lot, Francesco.

1 0

RE: [otrs] No tickets in customer frontend
by Lars Jørgensen 26 Feb '08

26 Feb '08

> Some customers can see their tickets via the customer web > frontend and others > aren't seeing any at all. > > 1) What can be the reason for that behaviour ? Are you sure the customer ID on the ticket and the Customer ID the customer logs in with are identical? If they submit a ticket from one email address and login with another, they will not see their tickets. -- Lars

2 1

No tickets in customer frontend
by Sven Fischer 26 Feb '08

26 Feb '08

Hi list ! We are using OTRS 2.0.4 on debian and facing the following issue. Some customers can see their tickets via the customer web frontend and others aren't seeing any at all. 1) What can be the reason for that behaviour ? 2) How can I simulate the SQL query OTRS is doing here so I can perform the query manually and see the differences in the mysql DB. Best regards Sven

1 0

Outlook problem
by vimal pillai 26 Feb '08

26 Feb '08

Hi, I cannot properly view MS Outlook generated HTML mails that have embedded tables im messages. Sometimes our customers send mails which containing some data in table format.Instead of tables certain links will appears in OTRS.Can anyone help in resolving this issue. Regards, Vimal

1 0

Configuring perl.conf (mod_perl) for OTRS?
by Nielson, Adam 25 Feb '08

25 Feb '08

Looking for some guidance/assistance with OTRS running EXTREMELY slow! I have mod_perl installed and in conf.d the perl.conf file. All that is uncommented however is the LoadModule line, but nothing else is configured or set up. What should I have running in the perl.conf file? Anything else I can do to speed this up? Its getting to the point of timeouts or way too long to wait for the response. Thank you, Adam Nielson

2 1

adding to threads question, and also deleting tickets in OTRS question
by Craig Meirick 25 Feb '08

25 Feb '08

First, I have a silly question. I have been posting questions to this forum and have been getting a lot of great responses. Thanks to all who have helped. My question is, when I want to reply or to add to a thread how do I do it? I would like to add my input of what I did to resolve my question and also thank that person for their help. Also, is it possible to delete already created tickets? My initial thoughts are no because pretty much everything created by an agent isn't deleted, but is there any way to get rid of or mark "invalid permanently" the tickets? >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support -- meirickc(a)nicc.edu Northeast Iowa Community College -- http://www.nicc.edu 1625 Highway 150, Box 400, Calmar IA 52132-0400, USA voice: (563) 562-3263, x401 -- fax: (563) 562-4361 <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<

2 1

please, explain this to me
by Daniele 25 Feb '08

25 Feb '08

B.2.3.18. PostmasterX-Header What does it mean this example? Can I populate free fields with this? Thank you in advance. Daniele Description:Module to filter and manipulate incoming messages. Get a 4 digit number to ticket free text, use regex in Match e. g. From => '(.+?)@.+?', and use () as [***] in Set =>. $Self->{'PostMaster::PreFilterModule'}->{'2-Match'} = { 'Match' => { 'Subject' => 'SomeNumber:(\\d\\d\\d\\d)' }, 'Set' => { 'X-OTRS-TicketKey-1' => 'SomeNumber', 'X-OTRS-TicketValue-1' => '[***]' }, 'Module' => 'Kernel::System::PostMaster::Filter::Match' };

1 0

splitting tickets OTRS 2.2.5
by Andrew Meyer 25 Feb '08

25 Feb '08

When I try to split a ticket I get this message... Software error: Can't write /var/www/otrs2/var/log/TicketCounter.log: at ../..//Kernel/System/Ticket/Number/DateChecksum.pm line 87. For help, please send mail to the webmaster (webmaster@localhost), giving this error message and the time and date of the error. Andrew Meyer Unix Systems Administrator 314-787-0681 x39 314-565-0868 (cell) 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139 http://www.precisionpractice.com/

5 6

Users adding phoneticket without becoming the owner
by Mikhail Pauw 25 Feb '08

25 Feb '08

Hi all, Some users in our system are only allowed to add new phone and emailtickets. I managed to limit their rights to only adding and viewing tickets. But when the add a ticket they become automatically the owner of the ticket. Is there a way to disable this? Because when they are the owner they have rights to close it and some other things. Thanks, Mikhail m.pauw(a)yucat.com <mailto:m.pauw@yucat.com> Tel: +31 (0)343 529 529 Fax: +31 (0)343 529 530 Yucat mobile business solutions Postbus 208 * 3970 AE Driebergen Hoofdstraat 248 * 3972 LK Driebergen info(a)yucat.com <mailto:info@yucat.com> * www.yucat.com <http://www.yucat.com/> Disclaimer The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer.

2 2

re-opening closed tickets
by Craig Meirick 25 Feb '08

25 Feb '08

Is there a way to re-open a closed ticket after someone has closed it already. I have a ticket that I was responsible for and another person closed it without actually finishing the job. I would like to re-open that ticket so that it will show in the same queue as before, (as if it were never closed). I have read through the manual and looked through the options but can't seem to land on a solution. I found that I am able to link a new open ticket to the closed one but would like to simply re-open the closed one. Thanks in advance. >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu

6 5

RE: [otrs] changes to the customer frontend
by Lars Jørgensen 25 Feb '08

25 Feb '08

> > I am looking for a way to limit the queue selection in the > > [customer::new ticket::to] field. I > > would like for my customers to only have a choice of one or two > > queues. This way the > > customer will not see all the queues, only the ones that I choose. > > > > Thank you for your help. > > I believe you should be able to achieve this using the ACL > feature in > OTRS: http://doc.otrs.org/2.2/en/html/c1881.html There's actually a configuration item for this. Search for CustomerPanelOwnSelection in Sysconf (it's in Ticket -> Frontend::Customer::Ticket::ViewNew) and you will find that you can add queues to the list. Just type the exact name of the queue in the "Key" column and whatever text you would like to customer to see in the "Content" column (I'm running Danish here, so I'm not sure of the English names). There is a bug in OTRS here, though. If any of the queues you enter in the list have non-English characters in their name, it will break the feature. If that happens, you'll probably have to use the ACLs that Nils suggests. -- Lars

1 0

changes to the customer frontend
by Craig Meirick 24 Feb '08

24 Feb '08

I am looking for a way to limit the queue selection in the [customer::new ticket::to] field. I would like for my customers to only have a choice of one or two queues. This way the customer will not see all the queues, only the ones that I choose. Thank you for your help. >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu

2 1

how to customise the customer interface
by Stephen Chao 志強 22 Feb '08

22 Feb '08

I tried to create 3 different webpages for 3 different customers. I used the queries to add the company themes that you provide and I do see the options 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 but they are not working. It is not like I do not have the knowledge. It is just not working. Please help. Thank you. -- Steve Chao Cellphone: (646)736-8088 skype: ccstephen Gmail/Orkut: stephenc(a)gmail.com Microsoft Certified System Engineer

1 1

Login from outside
by Alexandru Palade 22 Feb '08

22 Feb '08

Hi, I managed to make otrs use the same customer database as my e-commerce site does. I was wondering what would be the best way to make the user logged in otrs once it logs in the e-commerce site. I'm mentioning that i use sites like xyz.co.uk, xyz.de for localization and the otrs is located at support.xyz.com (might be some troubles with cookies). Thanks in advance, Alexandru Palade.

1 0

[ Is it possible to import easily a lot of customers into OTRS 2.2.5? ]
by BCWINFO 22 Feb '08

22 Feb '08

Is there any way to do that through the web interface?

3 2

signature
by Andrew Meyer 22 Feb '08

22 Feb '08

Where do I change the position of the signature? I know I have asked this before but, can't find the old email. Andrew Meyer Unix Systems Administrator 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139

1 0

Authenticate Against Multiply LDAP servers
by Keith O'Brien 22 Feb '08

22 Feb '08

Using the documentation and Online resource I have gotten LDAP authentication working. I also have CustomerUser1 and CustomerUser2 working. I can lookup users from either LDAP server. However I did not find anything on getting Authentication working on multiply LDAP servers for Customers or Agents. If this is possible any links or information would be greatly appreciated. If you need any additional information such as Config.pm please let me know. Thanks, Keith O'Brien This message is the property of R/GA and contains information which may be privileged or confidential. It is meant only for the intended recipients and/or their authorized agents. If you believe you have received this message in error, please notify us immediately by return e-mail or by forwarding this message to postmaster(a)rga.com, and destroy any printed or electronic copies of the message. Any unauthorized use, dissemination, disclosure, or copying of this message or the information contained in it, is strictly prohibited and may be unlawful. Thank you.

2 2

ticket closed notification
by Craig Meirick 22 Feb '08

22 Feb '08

I have been looking for a way to notify the responsible person of a ticket that it has been closed by the owner. As a responsible person of a ticket I will monitor that ticket until it is closed but I don't want to constantly have to ask an owner of a ticket if they have closed it. Thanks in advance. >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu

1 0

RE: [otrs] LDAP customer authentication with AD not workng, please help?
by Leigh Reed 22 Feb '08

22 Feb '08

Hi, Thanks for all your help. I now have it working. I copied the bit about filtering out computers and invalid accounts and pasted into the config.pm file and I left the rest alone as this was working correctly. So my complete LDAP config looks like this: ## Set up LDAP for Customer authentication to the Frontend for customers. $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '192.168.1.10'; # The ou= is your NT Domain name. The dc= (there may be more than one) is your AD domain name. $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=woodberry, dc=wbhltd, dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; # Our AD requures a valid login to do LDAP searches. Use a generic one, not admin, not your own. $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'otrs'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'whatever'; # We only need to see users. Not computers and no disabled users. $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = '(&(!(objectClass=Computer))(!(userAccountControl:1.2.840.113556.1.4.803:=2)))'; ## Set up LDAP for finding Customers when creating tickets in the Agent Frontend. $Self->{CustomerUser} = { Name => 'Exchange LDAP', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # Parameters are basically the same as above. Host => '192.168.1.10', BaseDN => 'dc=woodberry, dc=wbhltd, dc=com', SSCOPE => 'sub', UserDN => 'otrs', UserPw => 'whatever', # 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) ### IMPORTANT FOR NON-ENGLISH USERS WITH SPECIAL CHARACTERS ### # You *have* to specify the SourceCharset below, else OTRS will default to # iso8859-1 (I think), and special characters will be garbled. This took me # half a day to figure out. SourceCharset => 'utf-8', DestCharset => 'utf-8', # We only need to see users. Not computers and no disabled users. AlwaysFilter => '(&(!(objectClass=Computer))(!(userAccountControl:1.2.840.113556.1.4.803:=2)))', }, CustomerKey => 'sAMAccountName', CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ ## Set-up the fields you want to import from LDAP. # 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' ], ], }; However I still couldn't log in to the customer frontend. So I took your suggestion of looking in the otrs.log file (I didn't know there was one so I never looked before) and this is what it said: "Fri Feb 22 10:38:08 2008][Notice][Kernel::System::CustomerAuth::LDAP::Auth] CustomerUser: Leigh Reed@wbhltd.com@wbhltd.com authentification failed, no LDAP entry found!BaseDN='dc=woodberry, dc=wbhltd, dc=com', Filter='(&(sAMAccountName=Leigh Reed@wbhltd.com@wbhltd.com)(&(!(objectClass=Computer))(!(userAccountControl:1.2.840.113556.1.4.803:=2))))', (REMOTE_ADDR: 127.0.0.1)." Notice the part where it says "CustomerUser: Leigh Reed@wbhltd.com@wbhltd.com <mailto:Reed@wbhltd.com@wbhltd.com> ". It hit me that I had changed the Customer::AuthModule::LDAP::UserSuffix: to @wbhltd.com in the Frontend::Customer::Auth option in SysConfig > Framework when I first started messing about with the LDAP configuration a few days ago. So instead of sending the login "Leigh Reed(a)wbhltd.com" which is correct it was adding another @wbhltd.com to end making it incorrect. I literally jumped out of my chair when it worked lol, it's been bugging me for days. Thanks again for everyone's help. Leigh ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sune T. Tougaard Sent: 22 February 2008 08:06 To: User questions and discussions about OTRS.org Subject: RE: [otrs] LDAP customer authentication with AD not workng, please help? Hi Leigh, The customer data and customer login, i think, is actually two different parts of config.pm. Here's parts of my working config. Replace the obvious enclosed in <>. # Customer Authentication backend. $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; # Have seen a few issues when using specific hostnames or IP addresses. Using domain works. $Self->{'Customer::AuthModule::LDAP::Host'} = '<subdom>.<dom>.<tld>'; # Where do you want to start searching? $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'DC=<subdom>,DC=<dom>,DC=<tld>'; # What LDAP attribute would you like to use as User ID in OTRS? $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; # LDAP search credentials. Dunno if a full DN is required or if just the username is enough. Have only tried this. $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=<username>,OU=<yet another OU>,OU=<users OU>,DC=<subdom>,DC=<dom>,DC=<tld>'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = '<password>'; # We only need to see users. Not computers and no disabled users. $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = '(&(!(objectClass=Computer))(!(userAccountControl:1.2.840.113556.1.4.803:=2)))'; ** # Customer DATA backend. $Self->{CustomerUser} = { Name => '<displayname>', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => '<subdom>.<dom>.<tld>', BaseDN => 'DC=,DC=<dom>,DC=<tld>', # Search Scope. (one|sub). One-Level or entire Sub-Tree SSCOPE => 'sub', # LDAP search credentials. Dunno if a full DN is required or if just the username is enough. Have only tried this. UserDN => 'CN=<username>,OU=<yet another OU>,OU=<users OU>,DC=<subdom>,DC=<dom>,DC=<tld>', UserPw => '<password>', # This is needed to avoid issues with ae, oe, aa. Dunno what happens or if it's entirely correct. SourceCharset => 'utf-8', DestCharset => 'utf-8', # We only need to see users. Not computers and no disabled users. AlwaysFilter => '(&(!(objectClass=Computer))(!(userAccountControl:1.2.840.113556.1.4.803:=2)))', }, }; Event though the web-interface says "Login failed! Your username or password was entered incorrectly.", you may be able to find additional info about the error in the OTRS log file. -- /Sune -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Leigh Reed Sent: 21. februar 2008 18:07 To: User questions and discussions about OTRS.org Subject: RE: [otrs] LDAP customer authentication with AD not workng, please help? Hi, Thank for the quick reply. For some strange reason that config I posted works to some degree. If I log in to the agent frontend, click on admin and then click Customer Users and do a search I can find every object listed in our AD (including users, computers and even old accounts that were deleted). I don't know why it took such a long time to populate as I couldn't find a single user a couple of hours ago. Thinking I had cracked it I tried to log in to the customer frontend but I still get the same error no matter what I use as a login name. This seems very strange to me. If it is communicating with AD and can find the users, how come I can't login to the customer frontend? Thank you Leigh -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Lars Jørgensen Sent: 21 February 2008 16:50 To: User questions and discussions about OTRS.org Subject: Re: [otrs] LDAP customer authentication with AD not workng,please help? Den 21/02/2008 kl. 16.27 skrev leighreed(a)wbhltd.com: > $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=woodberry, > dc=wbhltd, dc=com'; Try this: $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=woodberry, dc=woodberry, dc=wbhltd, dc=com'; -- Lars _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs 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

Quick question to installation
by Warmuth, Christoph 22 Feb '08

22 Feb '08

Hello! We have been testing OTRS::ITSM for quite a while, and now we want to go live. So here are my two questions: Is it possible to install the ITSM modules without a downtime into the running system? Is it possible to uninstall the ITSM components to get back to the standard OTRS? (Certainly everything is backed up) sorry for these stupid questions, but I couldn't find anything in the manual... Thanks in advance, Christoph _____________________________________ SALT Solutions GmbH Christoph Warmuth IT-Service Wörthstr. 15 97082 Würzburg DEUTSCHLAND Fon: +49.931.3573.400 Fax: +49.931.3573.409 Mail: christoph.warmuth(a)salt-solutions.de www.salt-solutions.de Geschäftsführer: Dr. Bernhard Blüthner, Dieter Heyde, Markus Honold Sitz: Oberpfaffenhofen, AG München, HRB 146081

2 1

Auto Responses to all email
by Guyard Marc NIS 22 Feb '08

22 Feb '08

Hi, I have search and not find any response. Do you know if it's possible to reply with a auto response to all email ( to, cc and Bcc ) ? Thanks by advance. Cordialement, Marc GUYARD Pôle Services Managés tel. +33 1 30488296 m.guyard(a)orange-ftgroup.com OBIANE 9 parc ariane - bâtiment gaïa - 78284 guyancourt cedex www.orange-business.com

1 0

Can a new ticket already have info in it?
by Nielson, Adam 22 Feb '08

22 Feb '08

When someone selects who a new ticket is going to (the customer) then can there automatically be information put in the body? Or a way of telling them on the new ticket page the criteria needed? Thank you, Adam Nielson

5 8

RE: [otrs] LDAP customer authentication with AD not workng, pleas e help?
by Sune T. Tougaard 22 Feb '08

22 Feb '08

Hi Leigh, The customer data and customer login, i think, is actually two different parts of config.pm. Here's parts of my working config. Replace the obvious enclosed in <>. # Customer Authentication backend. $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; # Have seen a few issues when using specific hostnames or IP addresses. Using domain works. $Self->{'Customer::AuthModule::LDAP::Host'} = '<subdom>.<dom>.<tld>'; # Where do you want to start searching? $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'DC=<subdom>,DC=<dom>,DC=<tld>'; # What LDAP attribute would you like to use as User ID in OTRS? $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; # LDAP search credentials. Dunno if a full DN is required or if just the username is enough. Have only tried this. $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=<username>,OU=<yet another OU>,OU=<users OU>,DC=<subdom>,DC=<dom>,DC=<tld>'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = '<password>'; # We only need to see users. Not computers and no disabled users. $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = '(&(!(objectClass=Computer))(!(userAccountControl:1.2.840.113556.1.4.803:=2) ))'; ** # Customer DATA backend. $Self->{CustomerUser} = { Name => '<displayname>', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => '<subdom>.<dom>.<tld>', BaseDN => 'DC=,DC=<dom>,DC=<tld>', # Search Scope. (one|sub). One-Level or entire Sub-Tree SSCOPE => 'sub', # LDAP search credentials. Dunno if a full DN is required or if just the username is enough. Have only tried this. UserDN => 'CN=<username>,OU=<yet another OU>,OU=<users OU>,DC=<subdom>,DC=<dom>,DC=<tld>', UserPw => '<password>', # This is needed to avoid issues with ae, oe, aa. Dunno what happens or if it's entirely correct. SourceCharset => 'utf-8', DestCharset => 'utf-8', # We only need to see users. Not computers and no disabled users. AlwaysFilter => '(&(!(objectClass=Computer))(!(userAccountControl:1.2.840.113556.1.4.803:=2) ))', }, }; Event though the web-interface says "Login failed! Your username or password was entered incorrectly.", you may be able to find additional info about the error in the OTRS log file. -- /Sune -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Leigh Reed Sent: 21. februar 2008 18:07 To: User questions and discussions about OTRS.org Subject: RE: [otrs] LDAP customer authentication with AD not workng, please help? Hi, Thank for the quick reply. For some strange reason that config I posted works to some degree. If I log in to the agent frontend, click on admin and then click Customer Users and do a search I can find every object listed in our AD (including users, computers and even old accounts that were deleted). I don't know why it took such a long time to populate as I couldn't find a single user a couple of hours ago. Thinking I had cracked it I tried to log in to the customer frontend but I still get the same error no matter what I use as a login name. This seems very strange to me. If it is communicating with AD and can find the users, how come I can't login to the customer frontend? Thank you Leigh -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Lars Jørgensen Sent: 21 February 2008 16:50 To: User questions and discussions about OTRS.org Subject: Re: [otrs] LDAP customer authentication with AD not workng,please help? Den 21/02/2008 kl. 16.27 skrev leighreed(a)wbhltd.com: > $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=woodberry, > dc=wbhltd, dc=com'; Try this: $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=woodberry, dc=woodberry, dc=wbhltd, dc=com'; -- Lars _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs 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

Default next ticket state on standart responses
by Guyard Marc NIS 22 Feb '08

22 Feb '08

Hi, I want to know if it's possible to specify the default "next ticket space" for a standart responses ? Thanks by advance. Regards, Marc GUYARD Pôle Services Managés tel. +33 1 30488296 m.guyard(a)orange-ftgroup.com OBIANE 9 parc ariane - bâtiment gaïa - 78284 guyancourt cedex www.orange-business.com

1 0

LDAP customer authentication with AD not workng, please help?
by leighreed＠wbhltd.com 21 Feb '08

21 Feb '08

Hi, I am new to OTRS and the concept of using LDAP to authenticate with Active Directory. I have been working on this for 2 days straight and i've done loads of research and followed everything I have read to the best of my understanding but I can't seem to get it to work. Your help would be appreciated. I have followed the official documentation without success, I have followed tutorials, http://trinityhome.org/Home/index.php?wpid=98&front_id=18 with the same result and I have searched and followed several examples from this forum but again without success. The customer login always gives me the error "Login failed! Your username or password was entered incorrectly." All this suggests to me that I am doing something wrong in the config.pm file but what I do not know. I have tried every combination of user logon I can think of just incase I was putting it in wrong. I've tried [username], [user] [name], username(a)domain.com, username.domain.com & domain\username. I have set up a user account to pull customer info of AD via LDAP as suggested. I called it otrs and it is in the Domain Users group & the Windows Authorisation Access Group as suggested in the tutorial I followed. I also created a group called otrs_allow_c and added a few user accounts in case i needed it. If I open AD Users and Computers at the top of the tree is our domain which is called woodberry.wbhltd.com. We are using Windows Small Business Server 2003 but I am sure it works in the same way with users as Windows Server 2003 does. I copied someones config.pm that was posted here and adapted it to our needs. This is the current version (after about 4 others). It is as follows: ## Set up LDAP for Customer authentication to the Frontend for customers. $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '192.168.1.10'; # The ou= is your NT Domain name. The dc= (there may be more than one) is your AD domain name. $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=woodberry, dc=wbhltd, dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; # Our AD requures a valid login to do LDAP searches. Use a generic one, not admin, not your own. $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'otrs'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'whatever'; ## Set up LDAP for finding Customers when creating tickets in the Agent Frontend. $Self->{CustomerUser} = { Name => 'Exchange LDAP', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # Parameters are basically the same as above. Host => '192.168.1.10', BaseDN => 'dc=woodberry, dc=wbhltd, dc=com', SSCOPE => 'sub', UserDN => 'otrs', UserPw => 'whatever', # 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) ### IMPORTANT FOR NON-ENGLISH USERS WITH SPECIAL CHARACTERS ### # You *have* to specify the SourceCharset below, else OTRS will default to # iso8859-1 (I think), and special characters will be garbled. This took me # half a day to figure out. SourceCharset => 'utf-8', DestCharset => 'utf-8', }, CustomerKey => 'sAMAccountName', CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ ## Set-up the fields you want to import from LDAP. I'm still looking ## for a good source on what fields are available in LDAP. # 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' ], ], }; As I said i've tried several versions including the official version here http://doc.otrs.org/1.3/en/html/ldap-integration.html. I tried changing dc=woodberry to ou=woodberry (as some people use ou instead of dc) but that did nothing. Any help would be greatly appreciated. Thank you -- This message was sent on behalf of leighreed(a)wbhltd.com at openSubscriber.com http://www.opensubscriber.com/messages/otrs@otrs.org/topic.html

2 1

Default value for standard fields for new ticket creation
by Smolik, Zdenek 21 Feb '08

21 Feb '08

Hi all, Is it possible in OTRS set default value for Ticket Type or Queue when creating new ticket via Agent's user interface. For example when I click on Phone-ticket icon I would like to have set "Type" field to "Incident" value and "To" field to "first_level" queue. Thanks in advance, Kind Regards, Zdenek

2 2

upgrading from an old version
by Nick Bright 21 Feb '08

21 Feb '08

Greetings, I've got an installation of OTRS 1.2.4 on an older machine, that I'm looking at getting migrated to a much newer OS (moving from WBEL3 to CentOS 5) and newer version of OTRS. Is it possible to upgrade the database from 1.2.4 to function with 2.2.5? Any tips or advice on how to migrate from 1.2.4 to 2.2.5 would be appreciated. -- --- - Nick Bright Network Administrator Terra World Tel 888-332-1616 x 315 Fax 620-332-1201

3 7

Can't find information regarding [compose answer: email]
by Craig Meirick 21 Feb '08

21 Feb '08

Hi, Our college has been using OTRS for a couple of weeks now. We have all been excited to see how much OTRS can do and are grateful to the programmers that came up with such a robust system. We have many options customized to our own needs. One of which is emails coming into our help desk. We have a separate queue for email tickets coming in and it has been tested and is ready for implementation. One last, yet important question I have is how to efficiently reply to these email tickets after they are created. I see this section [Compose Answer: Email], directly underneath this is blank. Is there someway to get a link there to reply to an email ticket? I think there is probably an easy config to get this but I could be wrong. Thanks in advance. >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support -- meirickc(a)nicc.edu Northeast Iowa Community College -- http://www.nicc.edu

2 1

RE: [otrs] A form per queue. Is it possible?
by Lars Jørgensen 21 Feb '08

21 Feb '08

> If I create forms from outside OTRS I will not populate OTRS > db but only OTRS email messages. That is incorrect. The forms will send mails *into* OTRS. OTRS will then create tickets with the information in the mails. -- Lars

1 0

RE: [otrs] A form per queue. Is it possible?
by Lars Jørgensen 21 Feb '08

21 Feb '08

Hi Daniele. > And, even, if I create 5 OTRS installation with 5 different form and > queue, I will not be able to move a wrongly sent ticket from one OTRS > installation to the right queue in a different OTRS installation. You misunderstand. You will *not* use the forms provided with OTRS. You will create your *own* forms in Perl, PHP, .Net or whatever fancy programming tool the kids use these days. You will end up with something like this: YourForm1.php -> email -> OTRS Queue1 YourForm2.php -> email -> OTRS Queue2 YourForm3.php -> email -> OTRS Queue3 YourForm4.php -> email -> OTRS Queue4 YourForm5.php -> email -> OTRS Queue5 All your forms will send emails to *the same* OTRS system. The forms will validate the user input and put information in the email that will make OTRS submit the tickets into the queues you want. -- Lars

1 0

Re: [otrs] A form per queue. Is it possible?
by Daniele 21 Feb '08

21 Feb '08

yes, you all were right. I was wrong. I made a mistake. The problem I see is that I don't have required information into ORTS db (useful for future/needed data analysis). And, even, if I create 5 OTRS installation with 5 different form and queue, I will not be able to move a wrongly sent ticket from one OTRS installation to the right queue in a different OTRS installation. I posted the feature request number 2707.

2 1

RE: [otrs] A form per queue. Is it possible?
by Lars Jørgensen 21 Feb '08

21 Feb '08

> With the solutions you suggested I can't be sure the customer send me > all the required (mandatory) information. Of course you can. You build validation into your forms. This is how billions of web forms are constructed around the world. -- Lars

1 0

RE: [otrs] ldap OTRS group question
by Sune T. Tougaard 21 Feb '08

21 Feb '08

I use the "Roles" functionality to do this. # UserSyncLDAPRolesDefination # (If "LDAP" was selected for AuthModule and you want to sync LDAP # groups to otrs roles, define the following.) $Self->{'UserSyncLDAPRolesDefination'} = { # LDAP group 'CN=OTRS Admins,OU=OTRS,OU=System Integration,DC=sub,DC=domain,DC=com' => { # OTRS role 'Admins' => 1, 'IT' => 1, }, 'CN=OTRS_Group1,OU=OTRS,OU=System Integration,DC=sub,DC=domain,DC=com' => { 'Group1' => 1, } }; Of course, change the obvious in the DNs, and setup roles prior to using this. -- /Sune -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Joe Ersinghaus Sent: 21. februar 2008 01:00 To: otrs(a)otrs.org Subject: [otrs] ldap OTRS group question Hello All, New to OTRS. Got it installed and talking to LDAP for authentication. Is there a way assign LDAP groups to OTRS groups in Config.pm? Looks like the way the Config.pm is configured is that at first login, you are assigned to the OTRS "user" group via this little snippet: # initial user groups for first login.) $Self->{UserSyncLDAPGroups} = [ 'users', ]; Is there a way outside of modifying the MySQL database directly to add particular users to the OTRS admin group after the initial login? Thanks, Joe _______________________________________________ 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

ldap OTRS group question
by Joe Ersinghaus 20 Feb '08

20 Feb '08

Hello All, New to OTRS. Got it installed and talking to LDAP for authentication. Is there a way assign LDAP groups to OTRS groups in Config.pm? Looks like the way the Config.pm is configured is that at first login, you are assigned to the OTRS "user" group via this little snippet: # initial user groups for first login.) $Self->{UserSyncLDAPGroups} = [ 'users', ]; Is there a way outside of modifying the MySQL database directly to add particular users to the OTRS admin group after the initial login? Thanks, Joe

1 0

Importing customers
by Luke Michalski 20 Feb '08

20 Feb '08

Hi, I am about add clients to OTRS, but there is like 1k of them J I was wondering whether there exists any tool that allows importing users? Best regards Lukasz Michalski Support Engineer Cipher-IT Ltd 0870 242 6241 www.cipher-it.co.uk

1 0

CSS Redesign?
by Nicole Britz 20 Feb '08

20 Feb '08

Hello, when I was recently crawling through those .dtl files and lose my way in those tables in tables in tables in tables in tables I thought once again about redesigning this with a fluffy CSS box structure. My question is: Is there anything similar planned by the otrs development team? May I assist? ;-) Or is there nothing planned and I may submit the result of my work as a patch or whatever. My plan was starting with the customer interface because it is not that complex. Mit freundlichen Grüßen - Kind regards Nicole Britz ------------------------------------------- matrix technology AG Consultant Dipl.-Soz. Nicole Britz Nymphenburger Str. 1, D-80335 München Tel: +49 - (0)89 - 589395-32 Fax: +49 - (0)89 - 589395-11 Web: www.matrix.ag E-mail: nicole.britz(a)matrix.ag Vorstände: Franz Kessel und Martin Orlik Aufsichtsratsvorsitzender: Jürgen Kretschmer Amtsgericht München: HRB 133085 ------------------------------------------- E-Mail Disclaimer Der Inhalt dieser E-Mail ist ausschließlich für den bezeichneten Adressaten bestimmt. Wenn Sie nicht der vorgesehene Adressat dieser E-Mail oder dessen Vertreter sein sollten, so beachten Sie bitte, dass jede Form der Kenntnisnahme, Veröffentlichung, Vervielfältigung oder Weitergabe des Inhalts dieser E-Mail unzulässig ist. Wir bitten Sie, sich in diesem Fall mit dem Absender der E-Mail in Verbindung zu setzen. The information contained in this email is intended solely for the addressee. Access to this email by anyone else is unauthorized. If you are not the intended recipient, any form of disclosure, reproduction, distribution or any action taken or refrained from in reliance on it, is prohibited and may be unlawful. Please notify the sender immediately.

3 2

FAQ - OTRS
by Fabricio Cruz 20 Feb '08

20 Feb '08

Hi!! I obtained to install module FAQ but when I try to add a new call for line FAQ I have the following error: Erro: Need TicketID! Comentário: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Tue Feb 19 09:51:30 2008 Message: Need TicketID! Traceback (7188): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.147) Line: 83 Module: Kernel::Modules::CustomerTicketMessage::Run (v1.24) Line: 318 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.20) Line: 704 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_OTRS_otrs_bin_cgi_2dbin_customer_2epl::handler (v) Line: 47 Module: (eval) (v1.37) Line: 203 Module: ModPerl::RegistryCooker::run (v1.37) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.37) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 I do not obtain to add to articles and archives, what I must make?

1 0

FAQ - OTRS
by Fabricio Cruz 20 Feb '08

20 Feb '08

Hi!! I obtained to install module FAQ but when I try to add a new call for line FAQ I have the following error: Erro: Need TicketID! Comentário: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Tue Feb 19 09:51:30 2008 Message: Need TicketID! Traceback (7188): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.147) Line: 83 Module: Kernel::Modules::CustomerTicketMessage::Run (v1.24) Line: 318 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.20) Line: 704 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_OTRS_otrs_bin_cgi_2dbin_customer_2epl::handler (v) Line: 47 Module: (eval) (v1.37) Line: 203 Module: ModPerl::RegistryCooker::run (v1.37) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.37) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 I do not obtain to add to articles and archives, what I must make?

1 0

Re: [otrs] A form per queue. Is it possible?
by Daniele 20 Feb '08

20 Feb '08

Thank you both. With the solutions you suggested I can't be sure the customer send me all the required (mandatory) information. Some consideration. 1st I really do believe this would be a great addition. I don't know how to ask for it. If you know how, post it without any problem. 2nd I was thinking to create only a simple html page with links to different OTRS installation. My problem is... how can I move a wrongly posted ticket to a different queue?

2 1

RE: [otrs] A form per queue. Is it possible?
by Lars Jørgensen 20 Feb '08

20 Feb '08

> What I am looking for is a way to create different forms for > customers and distinguishing them by queue. The easiest would be to create forms in whatever web programming language you like and have them submit mails to OTRS. You can set a slew of headers in these mails which will guide them to the right queue, set priorities and so on. -- Lars

1 0

A form per queue. Is it possible?
by Daniele 20 Feb '08

20 Feb '08

I would like to provide my people with a group of few (4 or 5, no more) different web form templates designed to fit needs of each particular queue. In particular I would like to create specific forms adding to them different custom fields for different queue. For instance, if my people needs to fill a ticket to request to move a PC from the soket1 to the soket2, I want provide them a form (template) equipped with a field to enter the ID of the soket1 and the ID of the soket2 (plus name, building and so forth). If they ask to change the PC I want to provide them a form (template) equipped with only the field to enter the ID of the soket1 (soket2 is useless in this case) (plus name, building and so forth). What I am looking for is a way to add custom field cf01 and cf02 to the form for queue q01 and cf03 and cf04 and cf05 to the form for queue q02 and so forth. Up to date I was able to add custom field to the UNIQUE form I can provide for my customers. What I am looking for is a way to create different forms for customers and distinguishing them by queue. How can I do this? Thank you in advance

2 1

Email in HTML format
by vimal pillai 20 Feb '08

20 Feb '08

Hi, A lot of our users are using email in HTML format.So some details in mails are not displayed correclty to agents.eg. tables containing data .Emails containing tables are not displayed correctly.Iam using OTRS version 2.2.2 for windows.Can anyone help me in solving this problem.Advance thanks for help. Regards, Vimal.P

1 0

how to customise the customer interface?
by Ali M. 20 Feb '08

20 Feb '08

I found nothing in SysConfig? I basically want to add our company logo ... and change the green background in the header and footer to another color By the way, I tried running the windows/explorer search to find any file with the string COMPANY NAME The search returned the framework.xml file, which from checking it, i guess it's not it!

4 3

RE: [otrs] how to customise the customer interface?
by Lars Jørgensen 20 Feb '08

20 Feb '08

> I basically want to add our company logo ... and change the green > background in the header and footer to another color This exact question has already been answered. Search the archives. -- Lars

1 0

RE: RE: Re: [otrs] icons not showing in 2.2.4 and 2.2.5
by Andrew Meyer 20 Feb '08

20 Feb '08

There are no icons with 'X's on them, just double links. Andrew Meyer Unix Systems Administrator 314-787-0681 x39 314-565-0868 (cell) 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139 http://www.precisionpractice.com/ ------------------------------ Message: 2 Date: Mon, 18 Feb 2008 07:37:01 +0100 From: Lars J?rgensen <ITLJ(a)gyldendal.dk> Subject: RE: Re: [otrs] icons not showing in 2.2.4 and 2.2.5 To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <F46CB3AC33BA7644B99DE1EB6BCCB1839B666D(a)S-EXCH10-TMP.gyldendal.local> Content-Type: text/plain; charset="iso-8859-1" Hi Andrew. Do you have empty place holders for the images in your browser? If you right-click one of those you can check the path to the picture. Check on the server that it does indeed exist. Lars > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Andrew Meyer > Sent: Monday, February 18, 2008 3:23 AM > To: otrs(a)otrs.org > Subject: RE: Re: [otrs] icons not showing in 2.2.4 and 2.2.5 > > Standard. The icons will not show anywhere! Please advise. Lite > version works fine. > ------------------------------ _______________________________________________ otrs mailing list otrs(a)otrs.org http://lists.otrs.org/cgi-bin/listinfo/otrs End of otrs Digest, Vol 55, Issue 53 ************************************

3 2

Helpdesk Inbox queue
by Andrew Meyer 20 Feb '08

20 Feb '08

I have the POP3 Account Management setup, but the PostMasterPOP3.pl, is not pulling the email. I'm not sure why. I have everything setup right. Andrew Meyer Unix Systems Administrator 314-787-0681 x39 314-565-0868 (cell) 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139 http://www.precisionpractice.com/

4 4

RE: AW: [otrs] Helpdesk Inbox queue
by Andrew Meyer 19 Feb '08

19 Feb '08

Can you resend your response? Andrew Meyer Unix Systems Administrator 314-787-0681 x39 314-565-0868 (cell) 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139 http://www.precisionpractice.com/ -----Original Message----- ------------------------------ Message: 4 Date: Tue, 19 Feb 2008 18:37:08 +0100 From: "Carsten Krupke $MAXSYSTEM$" <c.krupke(a)maxsystem.de> Subject: AW: [otrs] Helpdesk Inbox queue To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <FA16E328CBC65B46ADDFA7800E2CDF3729477A(a)artemis.Artemis.local> Content-Type: text/plain; charset="iso-8859-1" Skipped content of type multipart/alternative-------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: image/gif Size: 5893 bytes Desc: image001.gif Url : http://lists.otrs.org/pipermail/otrs/attachments/20080219/b8c3400a/attac hment.gif ------------------------------ _______________________________________________ otrs mailing list otrs(a)otrs.org http://lists.otrs.org/cgi-bin/listinfo/otrs End of otrs Digest, Vol 55, Issue 58 ************************************

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RE: otrs Digest, Vol 55, Issue 58
by Andrew Meyer 19 Feb '08

19 Feb '08

Can you resend your response? Andrew Meyer Unix Systems Administrator 314-787-0681 x39 314-565-0868 (cell) 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139 http://www.precisionpractice.com/ -----Original Message----- ------------------------------ Message: 4 Date: Tue, 19 Feb 2008 18:37:08 +0100 From: "Carsten Krupke $MAXSYSTEM$" <c.krupke(a)maxsystem.de> Subject: AW: [otrs] Helpdesk Inbox queue To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <FA16E328CBC65B46ADDFA7800E2CDF3729477A(a)artemis.Artemis.local> Content-Type: text/plain; charset="iso-8859-1" Skipped content of type multipart/alternative-------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: image/gif Size: 5893 bytes Desc: image001.gif Url : http://lists.otrs.org/pipermail/otrs/attachments/20080219/b8c3400a/attac hment.gif ------------------------------ _______________________________________________ otrs mailing list otrs(a)otrs.org http://lists.otrs.org/cgi-bin/listinfo/otrs End of otrs Digest, Vol 55, Issue 58 ************************************

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Problem regarding sync-ldap2db.pl
by King-T＠gmx.de 19 Feb '08

19 Feb '08

Hi, i've searched the whole internet already for information on the sync-ldap2db.pl. there is no information whatsoever. how exactly do i use this script to sync an ldap to my local db? i filled the script with my values, but starting the script gives no output when being run. no error message, no success message. does anyone of you use this script? how does it work? regards, Tobias -- GMX FreeMail: 1 GB Postfach, 5 E-Mail-Adressen, 10 Free SMS. Alle Infos und kostenlose Anmeldung: http://www.gmx.net/de/go/freemail

2 1

PostMaster.pl
by Andrew Meyer 19 Feb '08

19 Feb '08

helpdesk:/var/www/otrs2/bin# cat ../doc/test-email-1.box |./PostMaster.pl ERROR: OTRS-PM-01 Perl: 5.8.8 OS: linux Time: Tue Feb 19 10:15:31 2008 Message: Found no $QueueID for Raw! Traceback (3722): Module: Kernel::System::Queue::QueueLookup (v1.74) Line: 513 Module: Kernel::System::PostMaster::DestQueue::GetQueueID (v1.19) Line: 87 Module: Kernel::System::PostMaster::Run (v1.65) Line: 314 Module: (eval) (v1.26) Line: 108 Module: ./PostMaster.pl (v1.26) Line: 82 Andrew Meyer Unix Systems Administrator 314-787-0681 x39 314-565-0868 (cell) 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139 http://www.precisionpractice.com/

2 1

Phone Ticket Problem
by Jim Clark 19 Feb '08

19 Feb '08

We upgraded to version 2.2.2 and when a person uses the phone ticket, normall they would but in a few letters i.e. Ji then click on the seach customer to populate the From field. We are now getting this: " size="70"> Does anyone know how to fix this. Also is there way to auto populate the from field to be the agent that is logged in email address?

1 0

OTRS 2.2.5
by Andrew Meyer 19 Feb '08

19 Feb '08

I have OTRS 2.2.5 installed, but now nothing will go into the renamed queue of Raw. I'm not sure why, I forget where I need to change it. Please advise. Andrew Meyer Unix Systems Administrator 314-787-0681 x39 314-565-0868 (cell) 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139 http://www.precisionpractice.com/

1 0

RE: [otrs] Adding customer backend
by Lars Jørgensen 19 Feb '08

19 Feb '08

Hi Alexandru. There's an error in the documentation. It says CustomerKey = 'mail', It should be CustomerKey => 'mail', I experienced the same problem as you. Took some time to figure out :-) Lars ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Alexandru Palade Sent: Monday, February 18, 2008 10:18 PM To: otrs(a)otrs.org Subject: [otrs] Adding customer backend Hi, I'm trying to make a simple customer backend. After browsing through documentation I modified the Config.pm file to read: .... # CustomerUser # (customer user database backend and settings) $Self->{CustomerUser} = { Name => 'Customer Backend', Module => 'Kernel::System::CustomerUser::DB', Params => { # if you want to use an external database, add the # required settings DSN => 'DBI:Pg:dbname=xxx;host=/var/run/postgresql', User => 'xxx', Password => 'xxx', Table => 'customer', }, # customer uniq id CustomerKey = 'mail', # customer # CustomerID = 'ID', #CustomerValid = 'ID', CustomerUserListFields => ['firstName', 'middleName', 'lastName', 'mail'], CustomerUserSearchFields => ['mail', 'lastName', 'firstName', 'ID'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['firstName', 'middleName', 'lastName'], CustomerUserEmailUniqCheck => 1, # # show now own tickets in customer panel, CompanyTickets # CustomerUserExcludePrimaryCustomerID => 0, # # generate auto logins # AutoLoginCreation => 0, # AutoLoginCreationPrefix => 'auto', # # admin can change customer preferences # AdminSetPreferences => 1, # # just a read only source # ReadOnly => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly #[ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'firstName', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'lastName', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'mail', 1, 1, 'var', '', 0 ], [ 'UserPassword', 'Password', 'pass', 0, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 0, 1, 'var', '', 0 ], # [ 'UserEmail', 'Email', 'email', 1, 1, # 'var','$Env{"CGIHandle"}?Action=AgentTicketCompose&ResponseID=1&TicketID=$Data{"TicketID"}&ArticleID=$Data{"ArticleID"}', 0 ], [ 'UserCustomerID', 'CustomerID', 'ID', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var', '', 0 ], # [ 'UserComment', 'Comment', 'comments', 1, 0, 'var', '', 0 ], [ 'ValidID', 'Valid', 'ID', 0, 1, 'int', '', 0 ], ] }; ... The rest of lines before and after this are just the default configuration. However, when I try to access the index page i get: Internal Server Error The server encountered an internal error or misconfiguration and was unable to complete your request. Please contact the server administrator, xxx(a)gmail.com and inform them of the time the error occurred, and anything you might have done that may have caused the error. More information about this error may be available in the server error log. Additionally, a 500 Internal Server Error error was encountered while trying to use an ErrorDocument to handle the request. Any help is appreciated. Thank you in advance, Alexandru Palade.

2 1

FAQ - OTRS
by Fabricio Cruz 19 Feb '08

19 Feb '08

Hi!! I obtained to install module FAQ but when I try to add a new call for line FAQ I have the following error: Erro: Need TicketID! Comentário: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Tue Feb 19 09:51:30 2008 Message: Need TicketID! Traceback (7188): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.147) Line: 83 Module: Kernel::Modules::CustomerTicketMessage::Run (v1.24) Line: 318 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.20) Line: 704 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_OTRS_otrs_bin_cgi_2dbin_customer_2epl::handler (v) Line: 47 Module: (eval) (v1.37) Line: 203 Module: ModPerl::RegistryCooker::run (v1.37) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.37) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 I do not obtain to add to articles and archives, what I must make?

1 0

RE: [otrs] How to remove "New Message"
by Lars Jørgensen 19 Feb '08

19 Feb '08

Hi Markus. Thank you, that worked like a charm! Lars > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of EDV Tekomedia > Sent: Tuesday, February 19, 2008 12:46 PM > To: User questions and discussions about OTRS.org > Subject: Re: [otrs] How to remove "New Message" > > Hello Lars, > what is your configuration entry in Ticket -> Core::Ticket > Ticket::NewMessageMode: > By default, it is "ArticleLastSender" which means, that you have to > answer to a message or at least add a notice. I guess you > want to mark > the ticket as read, when an agent takes a look at it. In this case, > choose the ArticleSeen entry. > > Hth > > EDV Tekomedia > Markus Nagel > > Tekomedia GmbH > Castroper Str.12 > D-44791 Bochum > > T: +49 (0)234 8939-0 > F: +49 (0)234 8939-28 > > ------------------------------------------------------- > Tekomedia GmbH > Castroper Str. 12, 44791 Bochum > Reg.-gericht Bochum HRB 6537 > St.- Nr.: 306 5867 0873 > Geschäftsführung: Hans-Günter Oberlindober > > Lars Jørgensen schrieb: > >>> We set a 'pending reminder' on the ticket and specify the > date we > >>> expect to be able to do something (or get back to the > >>> customer for an update or more information for instance). > >> Thanks, that is a nice way to solve the problem. > > > > Except it doesn't work. I tried to set a pending reminder > for 10 minutes on one of my tickets. It still shows up in the > "New message!" view. What am I doing wrong? > > > > > _______________________________________________ > 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] How to remove "New Message"
by Lars Jørgensen 19 Feb '08

19 Feb '08

> > We set a 'pending reminder' on the ticket and specify the date we > > expect to be able to do something (or get back to the > > customer for an update or more information for instance). > > Thanks, that is a nice way to solve the problem. Except it doesn't work. I tried to set a pending reminder for 10 minutes on one of my tickets. It still shows up in the "New message!" view. What am I doing wrong? -- Lars

2 1

RE: [otrs] How to remove "New Message"
by Lars Jørgensen 19 Feb '08

19 Feb '08

> We set a 'pending reminder' on the ticket and specify the date we > expect to be able to do something (or get back to the > customer for an update or more information for instance). Thanks, that is a nice way to solve the problem. -- Lars

1 0

How to remove "New Message"
by Lars Jørgensen 19 Feb '08

19 Feb '08

Hi. What actions do an agent need to perform to remove the "New Message!" status on a ticket? Apart from closing the ticket. Our agents would like to remove the "New Message!" on tickets where they have already seen the message but are unable to do anything about it at the moment. -- Lars Jørgensen Netværksadministrator Gyldendal A/S Tlf. 33 75 57 95

2 1

Adding customer backend
by Alexandru Palade 18 Feb '08

18 Feb '08

1 0

upgrading otrs
by Nicolas Gauvrit 18 Feb '08

18 Feb '08

Hi, I d'like to upgrade otrs from 2.2.2 to 2.2.5. I don't know how to do that. in the UPGRADING file, there is only instructions for upgrading 2.1 to 2.2. Maybe, i 've missed something in the documentation but i do not find any upgrading instructions, even with google... Can somebody help me ? Thanks PS : otrs is installed on debian stable, with a tar.gz source archive and I use mysql -- Cordialement, Nicolas GAUVRIT

2 1

Delete Tickets on arrival.,
by justinjohnson＠f2s.com 18 Feb '08

18 Feb '08

Hi Guys, We are running OTRS 2.0.4 and need to automatically give tickets an autoreply and then close them as we have just decommissioned an email address. If we use postmaster filter to close the tickets, the auto reply which is set does not send out. If we use the auto reply it leaves the tickets open. Is there any solution? Thanks Justin

2 1

RE: Re: [otrs] icons not showing in 2.2.4 and 2.2.5
by Lars Jørgensen 18 Feb '08

18 Feb '08

Hi Andrew. Do you have empty place holders for the images in your browser? If you right-click one of those you can check the path to the picture. Check on the server that it does indeed exist. Lars > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Andrew Meyer > Sent: Monday, February 18, 2008 3:23 AM > To: otrs(a)otrs.org > Subject: RE: Re: [otrs] icons not showing in 2.2.4 and 2.2.5 > > Standard. The icons will not show anywhere! Please advise. Lite > version works fine. >

1 0

RE: Re: [otrs] icons not showing in 2.2.4 and 2.2.5
by Andrew Meyer 18 Feb '08

18 Feb '08

Standard. The icons will not show anywhere! Please advise. Lite version works fine. Andrew Meyer Unix Systems Administrator 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139 ------------------------------ Message: 4 Date: Fri, 15 Feb 2008 19:21:49 +0000 From: Steven Carr <s.j.carr(a)khipu-networks.com> Subject: Re: [otrs] icons not showing in 2.2.4 and 2.2.5 To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <47B5E64D.6060704(a)khipu-networks.com> Content-Type: text/plain; charset="utf-8" Are you using the Standard theme or the Lite theme? the Lite one doesnt show Icons. Steve Andrew Meyer wrote: > What not allow me to see the icons in the web browser in either version > listed in the subject?? > > > > *Andrew Meyer* > > *Unix Systems Administrator* > > *314-787-0681 x39* > > *314-565-0868 (cell)* > > *1300 Hampton Ave.* > > *Ste. 200* > > *Saint Louis, MO 63139* > > * * > > *http://www.precisionpractice.com/* > > > -- Steven Carr Engineer - Khipu Networks Ltd. support(a)khipu-networks.com - www.khipu-networks.com Secure - Compliant - Infrastructure Registered Office: Fairfax House, 15 Fulwood Place, London WC1V 6AY Registered in England. Company Number 5218573 Specialist Reseller of the year - CRN Channel Awards 2007

1 0

How Should I Migrate the OTRS MYSQL Database?
by Buice, David R 16 Feb '08

16 Feb '08

Hello, I need to migrate our existing OTRS database (version 1.2.3!) which currently resides on a Linux box onto a Solaris server which has OTRS 2.2.4 installed. I was thinking that perhaps I would do a backup on the Linux server and then a restore on the Solaris server... But I thought I should first consult with you fine people before I do something potentially stupid or dangerous. I'm running Apache and MYSQL on the Solaris server. It would be nice to somehow retain the myriad configurations that were done on the Linux machine thereby not having to re-create the wheel, but perhaps that's asking too much. Any and all recommendations would be gratefully accepted. Regards, 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

2 1

Email transfer
by Luke Michalski 16 Feb '08

16 Feb '08

Hello I am in a phase of configuring and testing OTRS. Currently we are still running RT and it has an option to of 'forwarding messages'. Let me explain: When customer sends a request a ticket is generated. I am notified about this fact with email message containing all the info the customer has sent. If I reply to this email message from RT it is attached to the ticket but customer also receives a copy of it!!! I can't implement it in OTRS. In my opinion it is very useful feature, especially when you are not at the office or don't want to log into the OTRS system and can respond to the client form e.g. outlook. Has anyone got a clue how to solve it? Best regards Lukasz Michalski Support Engineer Cipher-IT Ltd

2 1

icons not showing in 2.2.4 and 2.2.5
by Andrew Meyer 15 Feb '08

15 Feb '08

What not allow me to see the icons in the web browser in either version listed in the subject?? Andrew Meyer Unix Systems Administrator 314-787-0681 x39 314-565-0868 (cell) 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139 http://www.precisionpractice.com/

2 1

Re: [otrs] Re: OTRS 2.2.5 error (Nils Breunese (Lemonbit))
by Andrew Meyer 15 Feb '08

15 Feb '08

It says everything is ok. otrs2:/var/www/otrs/bin# ./otrs.checkModules CGI ... ok Date::Pcalc ... ok Date::Format ... ok DBI ... ok DBD::mysql ... ok Digest::MD5 ... ok Crypt::PasswdMD5 ... ok LWP::UserAgent ... ok IO::Scalar ... ok IO::Wrap ... ok MIME::Base64 ... ok MIME::Tools ... ok Mail::Internet ... ok Net::DNS ... ok Net::POP3 ... ok Net::LDAP ... ok Net::SMTP ... ok Authen::SASL ... ok GD ... ok GD::Text ... ok GD::Graph ... ok GD::Graph::lines ... ok GD::Text::Align ... ok XML::Parser ... ok PDF::API2 ... ok Compress::Zlib ... ok Andrew Meyer Unix Systems Administrator 314-787-0681 x39 314-565-0868 (cell) 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139 http://www.precisionpractice.com/ -------------------------------------- Message: 7 Date: Fri, 15 Feb 2008 15:29:47 +0100 From: "Nils Breunese (Lemonbit)" <nils(a)lemonbit.nl> Subject: Re: [otrs] Re: OTRS 2.2.5 error (Nils Breunese (Lemonbit)) To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <0568B60C-554C-4130-AEF8-8A10F283BB92(a)lemonbit.nl> Content-Type: text/plain; charset=US-ASCII; format=flowed; delsp=yes Andrew Meyer wrote: > # (The database DSN for MySQL ==> more: "man DBD::mysql") > $Self->{DatabaseDSN} = > "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};"; That looks OK. Do you have DBI MySQL installed? What does ~otrs/bin/ otrs.checkModules say? Nils Breunese.

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Re: [otrs] Re: change root/admin pw from mysql (Nils Breunese)
by Andrew Meyer 15 Feb '08

15 Feb '08

I tried changing the root@localhost, no good. Came back with the same error. Andrew Meyer Unix Systems Administrator 314-787-0681 x39 314-565-0868 (cell) 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139 http://www.precisionpractice.com/ -----Original Message----- ------------------------------ Message: 6 Date: Fri, 15 Feb 2008 15:27:57 +0100 From: "Nils Breunese (Lemonbit)" <nils(a)lemonbit.nl> Subject: Re: [otrs] Re: change root/admin pw from mysql (Nils Breunese (Lemonbit)) To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <9B35558E-0479-458B-ABE8-96FE29C256A5(a)lemonbit.nl> Content-Type: text/plain; charset=US-ASCII; format=flowed; delsp=yes Andrew Meyer wrote: > otrs2:/var/www/otrs/bin# ./otrs.setPassword root password > Use of uninitialized value in concatenation (.) or string at > /var/www/otrs/Kernel/System/Log.pm line 135, <PRODUCT> line 4. > ERROR: otrs.setPassword-01 Perl: 5.8.8 OS: linux Time: Mon May 6 > 15:37:49 2002 > > Message: No such User! > > Traceback (7882): > Module: Kernel::System::User::SetPassword (v1.64.2.1) Line: 505 > Module: ./otrs.setPassword (v) Line: 76 > > otrs2:/var/www/otrs/bin# ./otrs.setPassword admin password > Use of uninitialized value in concatenation (.) or string at > /var/www/otrs/Kernel/System/Log.pm line 135, <PRODUCT> line 4. > ERROR: otrs.setPassword-01 Perl: 5.8.8 OS: linux Time: Mon May 6 > 15:38:13 2002 > > Message: No such User! > > Traceback (7883): > Module: Kernel::System::User::SetPassword (v1.64.2.1) Line: 505 > Module: ./otrs.setPassword (v) Line: 76 Did you create a root or admin user? The default administrator OTRS user is called 'root@localhost'. Nils Breunese.

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Re: OTRS 2.2.5 error (Nils Breunese (Lemonbit))
by Andrew Meyer 15 Feb '08

15 Feb '08

# (The database DSN for MySQL ==> more: "man DBD::mysql") $Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};"; Andrew Meyer Unix Systems Administrator 314-787-0681 x39 314-565-0868 (cell) 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139 http://www.precisionpractice.com/ ------------------------------------------ Today's Topics: 1. change root/admin pw from mysql (Andrew Meyer) 2. Re: OTRS 2.2.5 error (Nils Breunese (Lemonbit)) 3. Re: change root/admin pw from mysql (Nils Breunese (Lemonbit)) 4. Re: Can a new ticket already have info in it? (Shawn Beasley) ---------------------------------------------------------------------- ------------------------------ Message: 2 Date: Fri, 15 Feb 2008 00:33:38 +0100 From: "Nils Breunese (Lemonbit)" <nils(a)lemonbit.nl> Subject: Re: [otrs] OTRS 2.2.5 error To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <BCE163B2-EE06-443A-A6F8-7D3F7FB2FBC0(a)lemonbit.nl> Content-Type: text/plain; charset=US-ASCII; format=flowed; delsp=yes Andrew Meyer wrote: > Shouldn't it be set to whatever I choose? I want it to be MySQL. Ok, but what is the actual line for $Self->{DatabaseDSN} in your Config.pm? Nils Breunese. ------------------------------ _______________________________________________ otrs mailing list otrs(a)otrs.org http://lists.otrs.org/cgi-bin/listinfo/otrs End of otrs Digest, Vol 55, Issue 48 ************************************

2 1

Re: change root/admin pw from mysql (Nils Breunese (Lemonbit))
by Andrew Meyer 15 Feb '08

15 Feb '08

otrs2:/var/www/otrs/bin# ./otrs.setPassword root password Use of uninitialized value in concatenation (.) or string at /var/www/otrs/Kernel/System/Log.pm line 135, <PRODUCT> line 4. ERROR: otrs.setPassword-01 Perl: 5.8.8 OS: linux Time: Mon May 6 15:37:49 2002 Message: No such User! Traceback (7882): Module: Kernel::System::User::SetPassword (v1.64.2.1) Line: 505 Module: ./otrs.setPassword (v) Line: 76 otrs2:/var/www/otrs/bin# ./otrs.setPassword admin password Use of uninitialized value in concatenation (.) or string at /var/www/otrs/Kernel/System/Log.pm line 135, <PRODUCT> line 4. ERROR: otrs.setPassword-01 Perl: 5.8.8 OS: linux Time: Mon May 6 15:38:13 2002 Message: No such User! Traceback (7883): Module: Kernel::System::User::SetPassword (v1.64.2.1) Line: 505 Module: ./otrs.setPassword (v) Line: 76 Andrew Meyer Unix Systems Administrator 314-787-0681 x39 314-565-0868 (cell) 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139 http://www.precisionpractice.com/ --------------------------------------------- Today's Topics: 1. change root/admin pw from mysql (Andrew Meyer) 2. Re: OTRS 2.2.5 error (Nils Breunese (Lemonbit)) 3. Re: change root/admin pw from mysql (Nils Breunese (Lemonbit)) 4. Re: Can a new ticket already have info in it? (Shawn Beasley) ---------------------------------------------------------------------- Message: 3 Date: Fri, 15 Feb 2008 00:39:18 +0100 From: "Nils Breunese (Lemonbit)" <nils(a)lemonbit.nl> Subject: Re: [otrs] change root/admin pw from mysql To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <069DDE26-5C09-4D72-8CDD-C81F16F8AF1D(a)lemonbit.nl> Content-Type: text/plain; charset=US-ASCII; format=flowed Andrew Meyer wrote: > How do you change the root/admin password from within mysql? I believe you can use ~otrs/bin/otrs.setPassword to change the password. Nils Breunese. ------------------------------ _______________________________________________ otrs mailing list otrs(a)otrs.org http://lists.otrs.org/cgi-bin/listinfo/otrs End of otrs Digest, Vol 55, Issue 48 ************************************

2 1

Email transfer
by Luke Michalski 15 Feb '08

15 Feb '08

Hello I am in a phase of configuring and testing OTRS. Currently we are still running RT and it has an option to of 'forwarding messages'. Let me explain: When customer sends a request a ticket is generated. I am notified about this fact with email message containing all the info the customer has sent. If I reply to this email message from RT it is attached to the ticket but customer also receives a copy of it!!! I can't implement it in OTRS. In my opinion it is very useful feature, especially when you are not at the office or don't want to log into the OTRS system and can respond to the client form e.g. outlook. Has anyone got a clue how to solve it? Best regards Lukasz Michalski Support Engineer Cipher-IT Ltd

1 0

RE: Otrs 2.2.4 - FAQ
by Fabricio Cruz 15 Feb '08

15 Feb '08

Yes... exist other things that I can verify? tks Fabricio ----- Original Message ----- From: <otrs-request(a)otrs.org> To: <otrs(a)otrs.org> Sent: Thursday, February 14, 2008 1:16 PM Subject: otrs Digest, Vol 55, Issue 44 > 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. Otrs 2.2.4 - FAQ (Fabricio Cruz) > 2. RE: Otrs 2.2.4 - FAQ (Peter van Beugen) > 3. Re: windows update for OTRS (Shawn Beasley) > 4. RE: windows update for OTRS (pri pri) > 5. RE: Otrs 2.2.4 - FAQ (pri pri) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Thu, 14 Feb 2008 10:43:58 -0200 > From: "Fabricio Cruz" <fabricio.cruz(a)visionica.com> > Subject: [otrs] Otrs 2.2.4 - FAQ > To: <otrs(a)otrs.org> > Message-ID: <003c01c86f07$4554aad0$8500a8c0@fabricio> > Content-Type: text/plain; charset="iso-8859-1" > > Hi , > > I am trying to add an article without success, I do not see no option to > make this. They can help me? > > PS: it forgives my English, it is very bad > > TKS > > > Fabricio >

3 3

change root/admin pw from mysql
by Andrew Meyer 14 Feb '08

14 Feb '08

How do you change the root/admin password from within mysql? Andrew Meyer Unix Systems Administrator 314-787-0681 x39 314-565-0868 (cell) 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139 http://www.precisionpractice.com/

2 1

Re: [otrs] OTRS 2.2.5 error
by Andrew Meyer 14 Feb '08

14 Feb '08

Shouldn't it be set to whatever I choose? I want it to be MySQL. Andrew Meyer Unix Systems Administrator 314-787-0681 x39 314-565-0868 (cell) 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139 http://www.precisionpractice.com/ ------------------------------ Message: 2 Date: Thu, 14 Feb 2008 09:12:26 +0100 From: "Nils Breunese (Lemonbit)" <nils(a)lemonbit.nl> Subject: Re: [otrs] OTRS 2.2.5 error To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <265B3A2E-25C2-4DEC-86F1-44597AAC10F9(a)lemonbit.nl> Content-Type: text/plain; charset=US-ASCII; format=flowed; delsp=yes Andrew Meyer wrote: > I am getting this after installing OTRS 2.2.5 > > ERROR: OTRS-CGI-01 Perl: 5.8.8 OS: linux Time: Sun May 5 00:48:18 > 2002 > > Message: Unknown database type! Set option Database::Type in Kernel/ > Config.pm to (mysql|postgresql|maxdb|oracle|db2|mssql). That seems like a pretty descriptive error message. So, what is Database::Type set to in your Kernel/Config.pm? Nils Breunese. ------------------------------ otrs mailing list otrs(a)otrs.org http://lists.otrs.org/cgi-bin/listinfo/otrs End of otrs Digest, Vol 55, Issue 43 ************************************

2 1

Error After 2.0.4 to 2.2.5 Upgrade
by Johnson, Michael 14 Feb '08

14 Feb '08

I just went through the upgrade process to a new installation. Yes, I ran both DBUpdate scripts to go from 2.0 to 2.1 then to 2.2, but I am seeing this error in my logs: OTRS-CGI-10[1010]: [Error][Kernel::System::User::GetUserData][Line:128]: Need User or UserID! What is it? How do I fix it? TIA, --MPJ

1 0

windows update for OTRS
by pri pri 14 Feb '08

14 Feb '08

hi all I am currently using otrs version 2.2.1 on windows small business server 2003. I intend to upgrade it to 2.2.4 or 2.2.5 because of the bugs in the first version. i would to know how i can backup my mysql database. i went through the website and it was suggested to use the phpmyadmin or mysqldump. can somebody tell me how i can access my server remotely to perform the backup. thank you _________________________________________________________________ Tried the new MSN Messenger? It’s cool! Download now. http://messenger.msn.com/Download/Default.aspx?mkt=en-in

5 12

adding a Agent/User to 2.2.5
by Andrew Meyer 14 Feb '08

14 Feb '08

I get this when adding a Agent/User to OTRS 2.2.25 : You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND ti.user_id = 1 AND ar.ticket_id = ti.id AND ts.id = ti.ticket_state_id' at line 1, SQL: 'SELECT ar.id, ar.article_sender_type_id, ti.id, ar.create_by, ti.create_time_unix, ti.until_time, tst.name, ar.article_type_id FROM ticket ti, article ar, ticket_state ts, ticket_state_type tst WHERE ti.ticket_lock_id NOT IN ( ) AND ti.user_id = 1 AND ar.ticket_id = ti.id AND ts.id = ti.ticket_state_id AND ts.type_id = tst.id ORDER BY ar.create_time DESC' Andrew Meyer Unix Systems Administrator 314-787-0681 x39 314-565-0868 (cell) 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139 http://www.precisionpractice.com/

1 0

OTRS 2.2.5
by Andrew Meyer 14 Feb '08

14 Feb '08

I have no icons at the top of OTRS 2.2.5, it just repeats the links. Is this a theme issue? Andrew Meyer Unix Systems Administrator 314-787-0681 x39 314-565-0868 (cell) 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139 http://www.precisionpractice.com/

1 0

Otrs 2.2.4 - FAQ
by Fabricio Cruz 14 Feb '08

14 Feb '08

Hi , I am trying to add an article without success, I do not see no option to make this. They can help me? PS: it forgives my English, it is very bad TKS Fabricio

3 2

Changing the customer interface (logo, company name, footer, etc)
by Nielson, Adam 14 Feb '08

14 Feb '08

How do I change the green bar for the customer interface where it says logo, company name, footer, etc? Thank you, Adam Nielson LJTL Systems Administrator work: 396.5669 cell: 283.4713

4 3

OTRS 2.2.5 error
by Andrew Meyer 14 Feb '08

14 Feb '08

I am getting this after installing OTRS 2.2.5 ERROR: OTRS-CGI-01 Perl: 5.8.8 OS: linux Time: Sun May 5 00:48:18 2002 Message: Unknown database type! Set option Database::Type in Kernel/Config.pm to (mysql|postgresql|maxdb|oracle|db2|mssql). Traceback (7122): Module: Kernel::System::DB::new (v1.75) Line: 150 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 144 Module: /var/www/otrs/bin/cgi-bin/index.pl (v1.81) Line: 47 Andrew Meyer Unix Systems Administrator 314-787-0681 x39 314-565-0868 (cell) 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139 http://www.precisionpractice.com/

2 1

MIME::Parser: can't open tmpfile: Invalid argument
by ml＠bortal.de 14 Feb '08

14 Feb '08

Hello list, i get this error from my crontab: MIME::Parser: can't open tmpfile: Invalid argument i guess /usr/share/otrs/bin/PostMasterPOP3.pl is producing this error. Has anyone an idea why this is happening and how i can solve it? Thanks, Mario

1 0

Bad Gateway Error
by Jake Conk 13 Feb '08

13 Feb '08

Hello, Every time I log out of my system I get this error: "502 Bad Gateway The server returned an invalid or incomplete response. " Sometimes refreshing the page fixes it but usually I have to close my browser. Sometimes I get that error also when I am logged in with OTRS at some location with my laptop and move to another location and just click on a link. Is there anyway for me debug this issue or has anyone came across this already and has a fix? Thank you, - Jake

1 0

upgrading from 2.0.4 to 2.2.5
by Andrew Meyer 13 Feb '08

13 Feb '08

I am getting this when doing the Database upgrade. otrs2/var/www/otrs/scripts# cat DBUpdate-to-2.2.mysql.sql | mysql -u root -p -f otrs2 Enter password: ERROR 1146 (42S02) at line 103: Table 'otrs2.ticket_watcher' doesn't exist ERROR 1146 (42S02) at line 104: Table 'otrs2.ticket_watcher' doesn't exist Andrew Meyer Unix Systems Administrator 314-787-0681 x39 314-565-0868 (cell) 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139 http://www.precisionpractice.com/

2 1

Required fields when changing owner
by Lars Jørgensen 13 Feb '08

13 Feb '08

Hi. We have a supervisor who is responsible for assigning tickets to agents. She complains that she has to enter text in the box in the change owner screen. She usually just enters a single dot but it is still annoying to her. Is it possible to assign a new owner to a ticket without adding a note to the ticket? -- Lars Jørgensen Netværksadministrator Gyldendal A/S Tlf. 33 75 57 95

2 2

Subjects of tickets in customer view
by Nicole Britz 13 Feb '08

13 Feb '08

Hello, today a customer complained that if he adds a new note via webinterface or mail to a ticket the "name" of the ticket changes to the subject line of the new note. I tested and found he is right. In the worst case you can have lots of tickets in your queue all called "Note!". ;-) It's quite confusing to tell those tickets apart by the ticket number. Is there any possibility to have to "initial ticket subject" in the customer view instead of the subject line of the last note or mail? If not consider this mail either as bug report or feature request. ;-) Greetings Nicole Britz ------------------------------------------- matrix technology AG Consultant Dipl.-Soz. Nicole Britz Nymphenburger Str. 1, D-80335 München Tel: +49 - (0)89 - 589395-32 Fax: +49 - (0)89 - 589395-11 Web: www.matrix.ag E-mail: nicole.britz(a)matrix.ag Vorstände: Franz Kessel und Martin Orlik Aufsichtsratsvorsitzender: Jürgen Kretschmer Amtsgericht München: HRB 133085 ------------------------------------------- E-Mail Disclaimer Der Inhalt dieser E-Mail ist ausschließlich für den bezeichneten Adressaten bestimmt. Wenn Sie nicht der vorgesehene Adressat dieser E-Mail oder dessen Vertreter sein sollten, so beachten Sie bitte, dass jede Form der Kenntnisnahme, Veröffentlichung, Vervielfältigung oder Weitergabe des Inhalts dieser E-Mail unzulässig ist. Wir bitten Sie, sich in diesem Fall mit dem Absender der E-Mail in Verbindung zu setzen. The information contained in this email is intended solely for the addressee. Access to this email by anyone else is unauthorized. If you are not the intended recipient, any form of disclosure, reproduction, distribution or any action taken or refrained from in reliance on it, is prohibited and may be unlawful. Please notify the sender immediately.

4 7

I have NTLM authentication and single sign-on working with OTRS!!!!
by Nielson, Adam 13 Feb '08

13 Feb '08

HOORAY!!! Apparently I have to have in the SQL database the domain username in order to automatically authenticate. Is there a better/faster way of getting hundreds of users in the local database (or better yet have it use LDAP look ups just like using LDAP authentication does)? Im excited it works and am willing to just manually enter them all, but I was assuming there has to be a better way. What if we have a new hire in another department start and he needs a ticket submitted? He has to be manually added to our support ticket system BEFORE he can use it? Thank you, Adam Nielson

1 0

Searching the list archives
by Clary, Steve 13 Feb '08

13 Feb '08

Does anyone know of a way to search the mail archives? Steve Clary

4 9

Re: [otrs] OTRS - Active Directory
by Ali M. 13 Feb '08

13 Feb '08

try this $Self->{'AuthModule::LDAP::Host'} = 'serverdemo'; instead of this $Self->{'AuthModule::LDAP::Host'} = 'serverdemo. demo.com'; i.e remove the demo.com bit On 2/11/08, Daniel Zamorano <daniel.zamorano(a)duxdiligens.com> wrote: > > Hi. > > > > I have a problem; I can't configure OTRS to authenticate whit Active > Directory, I was configuring and I cannot log me in the system whit AD. > > > > I have that questions: > > > > I should configure each agent in the database after to try configure the > Active Directory?, if yes(whit password?) > > > > I have the next info > > User Administrator in AD: adminotrs à in the Users folder > > Server: serverdemo > > Domain : demo.com > > > > that is my config.pm, > > > > $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; > > $Self->{'AuthModule::LDAP::Host'} = 'serverdemo. demo.com'; > > $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=Users, dc=demo, dc=com'; > > $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; > > > > $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=adminotrs, ou=Users, > dc=demo, dc=com'; > > $Self->{'AuthModule::LDAP::SearchUserPw'} = 'adminpsw'; > > > > Do I need another configuration? > > Or is bad my configuration? > > > > Thanks > > _______________________________________________ > 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

signature on email-ticket
by Steve Clark 13 Feb '08

13 Feb '08

Hello List, When we create a email-ticket we have as our standard signature: NetWolves Technical Support Trouble Ticket Details: Ticket Number:<OTRS_TICKET_TicketNumber> Ticket ID:<OTRS_TICKET_TicketID> Ticket Queue:<OTRS_TICKET_Queue> Ticket Current State:<OTRS_TICKET_State> This is what ends up in the email: this is a test NetWolves Technical Support Trouble Ticket Details: Ticket Number:<OTRS_TICKET_TicketNumber> Ticket ID:<OTRS_TICKET_TicketID> Ticket Queue:<OTRS_TICKET_Queue> Ticket Current State:<OTRS_TICKET_State> It doesn't insert the appropriate information. But if I update the ticket it does: Dear Steve, Thank you for your request. Please know that NetWolves Technical Support will review this information and respond to your accordingly as soon as possible. Should you need more immediate assistance please contact our 24 /7 Technical Support Center at 1.800.676.8870, Option 1, or 813.286.8644. Thank you, sclark(a)netwolves.com wrote: > > testing email ticket > > > > NetWolves Technical Support > > > > Trouble Ticket Details: > > > > Ticket Number:<OTRS_TICKET_TicketNumber> > > Ticket ID:<OTRS_TICKET_TicketID> > > Ticket Queue:<OTRS_TICKET_Queue> > > Ticket Current State:<OTRS_TICKET_State> > > NetWolves Technical Support Trouble Ticket Details: Ticket Number:2008021310000028 Ticket ID:9 Ticket Queue:Engineering Ticket Current State:open What am I missing? Thanks in advance, Steve

1 0

FAQ and ITSM modules
by Ali M. 13 Feb '08

13 Feb '08

I have two unrelated questions about the FAQ and ITSM modules A. concerning the faq module 1.I went to the package manager 2. Installed the Faq module 3. Added my self as rw in the newly created Faq group 4. Created 2 categories, one the child of the other 5. Created my first article as Public under the parent group problem: I can not find the article under either the Agent Interface ( index.pl) or the public interface (public.pl) search doesn't seem to work either! doesn't search suppose wild cards like * and finally the articles do appear under the history page but the first article was inserted twice with the same ID (when I deleted one bother entries were deleted) B. concerning the ITSM the package manager doesn't show the ITSM modules!!!

2 1

Monthly overview
by Измайлов Александр 13 Feb '08

13 Feb '08

Hi, I'm trying to make a monthly overview statistics template. What I need, is a list of all tickets available in a specific month sorted by their status, no matter when they were created. E.g. on the last day of a month I have 30 total tickets open(available for work) and during the month I closed: lets say another 30. All of them were created in different queues, and most of them were created in the month before, or even earlier. How can I generate a list of (open, closed, new) tickets in THIS month, no matter when they were created? I tried different things, like opened date, closed date in the stat module: but they only work for tickets in the month that they were created. SO if a ticket was created in January, but closed in February, it will be shown as a January closed ticket: so it doesn't work for me. Any help will be appreciated. Best regards, Alexander

2 1

[ My tickets come unlocked in a few minutes! ]
by BCWINFO 13 Feb '08

13 Feb '08

Well, first of all, thanks for your support. I could fix the problem of user permissions. I installed a brand new version of OTRS in another machine e copied group and roles tables to the broken version. Now, I have a new problem! All tickets were unlocked! They returned to the queue unlocked. I have configured unlock and escalation properties to "0" (zero) but is was not enough. Any idea?

1 0

AuthenNTLM working, now what?
by Nielson, Adam 13 Feb '08

13 Feb '08

In the OTRS documentation, I saw that you can use AuthenNTLM to auto authenticate against an AD domain. I have this working, my error_log shows its successfully translating who I am. The only thing ive seen for OTRS is to use: $Self->{'AuthModule'} = 'Kernel::System::Auth::HTTPBasicAuth'; -and- $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::HTTPBasicAuth'; However, this isnt working. Does anyone have any insight or help? I am trying to use SSO for OTRS. Thank you, Adam Nielson

1 0

No Connection to Syslog Error
by Buice, David R 12 Feb '08

12 Feb '08

Hello all, I am trying to move our OTRS system from a small Linux machine to a Solaris server. I have installed the latest version of OTRS, Apache, MYSQL, and literally dozens of PERL modules in order to run OTRS on Solaris. I ran into the "no connection to syslog" error the first time I tried running http://localhost/otrs/installer.pl <http://localhost/otrs/installer.pl> . I managed to get around that problem and finish the configuration but I've run into a new problem. When I try going to http://localhost/otrs/index.pl <http://localhost/otrs/index.pl> I get the following message: Software error: no connection to syslog available at ../..//Kernel/System/Log/SysLog.pm line 63 For help, please send mail to the webmaster (you(a)example.com) giving this error message and the time and date of the error. When I went to check the Apache error logs here's what I found: [Tue Feb 12 16:22:15 2008] [error] [client 130.170.246.72] [Tue Feb 12 16:22:15 2008] index.pl: DBI connect('database=otrs;host=localhost;','root',...) failed: Can't connect to local MySQL server through socket '/tmp/mysql.sock' (2) at /lapps/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 197 [Tue Feb 12 16:22:15 2008] [error] [client 130.170.246.72] [Tue Feb 12 16:22:15 2008] index.pl: unix dgram connect: Socket operation on non-socket at ../..//Kernel/System/Log/SysLog.pm line 63 [Tue Feb 12 16:22:15 2008] [error] [client 130.170.246.72] [Tue Feb 12 16:22:15 2008] index.pl: no connection to syslog available at ../..//Kernel/System/Log/SysLog.pm line 63 Can anyone point me in the right direction to solve this error? 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

Attachemnt increase
by Andrew Meyer 12 Feb '08

12 Feb '08

How do I increase the attachment size in OTRS? Andrew Meyer Unix Systems Administrator 314-787-0681 x39 314-565-0868 (cell) 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139 http://www.precisionpractice.com/

3 2

OTRS IN SOLARIS
by Miguel Dias 12 Feb '08

12 Feb '08

Hello, Any one try to install OTRS in Open solaris? If yes please tell me what problems do you have to do it and your opinion of installing OTRS in Solaris. Thank you

2 2

OTRS upgrade from 2.1.4 to latest stable
by Hiren Joshi 12 Feb '08

12 Feb '08

Hi, I have OTRS running nicely on a centos 4.4 box and I would like to upgrade to the latest (preferably using rpm) but I can't find upgrade documentation anyware. Can anyone prove me with tips or hints? 2.1.4 is from an rpm so am I likely to have any issues with this? Many Thanks, Josh.

2 4

ticket counter per customer
by Costa Kavanides 12 Feb '08

12 Feb '08

Hi all, I'm just joining this group, so apologies if this topic has been discussed before. I would like to know whether it is possible with the current version or may be in a not-so-far future to implement a ticket number that is customer specific. This way each customer knows how many tickets he has generated. Going for some hints, one way to implement this feature, for instance, would be to create an ID such as: <customer-specific-prefix><cust-spec-sequential-number> where <customer-specific-prefix> is a free string of characters to be chosen at customer creation time, and <cust-spec-sequential-number> is a sequential number specific to the customer Thanks for making this software available to the Internet community at large, Costa ____________________________________________________________________________________ Never miss a thing. Make Yahoo your home page. http://www.yahoo.com/r/hs

1 0

Multiple Customer::AuthModule?
by Lars Jørgensen 12 Feb '08

12 Feb '08

Hi. We use LDAP for the majority of customers and a local OTRS DB for a few customers not in AD. I would like the non-AD users to be able to log in to OTRS and view their tickets. Is it possible to define multiple Customer::AuthModules in Config.pm? I tried to postfix them with numbers, like $Self{'Customer::AuthModule1'} but that didn't work at all. If I define multiple $Self{'Customer::AuthModule'} statements, only the last one works. Predictably. -- Lars

3 4

OTRS - Active Directory
by Daniel Zamorano 11 Feb '08

11 Feb '08

Hi. I have a problem; I cant configure OTRS to authenticate whit Active Directory, I was configuring and I cannot log me in the system whit AD. I have that questions: I should configure each agent in the database after to try configure the Active Directory?, if yes(whit password?) I have the next info User Administrator in AD: adminotrs à in the Users folder Server: serverdemo Domain : demo.com that is my config.pm, $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'serverdemo. demo.com'; $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=Users, dc=demo, dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=adminotrs, ou=Users, dc=demo, dc=com'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'adminpsw'; Do I need another configuration? Or is bad my configuration? Thanks

1 0

Feature Question
by Damian Williams 11 Feb '08

11 Feb '08

Hi Everyone Sorry to lower the tone and ask a really simple question but I have looked for the answer and can't find it. I want a ticket system that will allow me to allocate new tickets to different staff members based on a timetable (so Monday morning it goes to Staff1, afternoon to Staff2, every night to Staff3 etc). Staff members need to be notified of new tickets and I'd still want further escalation if a query isn't answered within a set time. Will OTRS do this? I have looked at loads of commercial options and open source and not found anything that can do it. Would be nice to have a reasonably easy to use interface for changing the 'timetable'. Thanks Damian

3 6

I lost all admin power into OTRS!!!
by BCWINFO 10 Feb '08

10 Feb '08

Hello everyone! I'm having a lot of fun with OTRS. Very useful system to our company. But now I have a little problem. Changing a lot of permissions (Groups, Roles, etc.) I lost the option Admin with all users. Is there any way to recover this option?

3 12

SessionID is invalid!!!
by Gary P 09 Feb '08

09 Feb '08

I just installed OTRS 2.2.5 by the book and have been trying to log in for the first time. I am getting the SessionID is invalid!!! error I have run the script that deletes all the sessions, cleared the browser cache and cookies to no avail. Any suggestions? Thanks, Gary ...

1 0

Otrs Themes
by Pico Aeterna 09 Feb '08

09 Feb '08

I just recently installed OTRS and am pretty happy with it however I noticed that my installation does not look like the screenshots provided. Is there a theme that I can download to make my installation look the same as the demos shots?

3 2

addig columns to ticketstatusview?
by Stan McFarland 09 Feb '08

09 Feb '08

Hi, I'd like to be able to add a title column to the AgentTicketStatusView display (the customer/subject is frequently not very descriptive). Is there an easy way to do this? Thanks, Stan

2 1

Creating Stats
by Ryan Smith 08 Feb '08

08 Feb '08

I would like to create a chart/table with stats on the # of tickets opened and # of tickets closed (preferrably each week). First, from what I can tell it is impossible to do this by week, correct? If that is the case I can live with daily stats. Second, I don't see how to combine both of these into just one chart> What I want is the x-axis to be Time, the y-axis to be Number, and the values to be opened and closed. However, the time has to be tied to open/closed and this throws everything off. I am able to accomplish this by creating 2 charts, each specifying the x-axis as open/close time and nothing else. But I need these values side by side. Ive actually went as far to make a script/excel macro/batch file to do all this, but we need something for management to just click on in the online interface. Any suggestions? -- ryan

1 0

RE: [otrs] X-OTRS-Headers - Usage
by Lars Jørgensen 08 Feb '08

08 Feb '08

> How do you assign a variable coming from the nms? I'm not sure I understand what you need. This is how the filter works: NMS -> Postmaster Filter -> OTRS So the Postmaster Filter is a preprocessor. It can examine the mail sent to OTRS and alter it before it is delivered into OTRS. You can use regular expressions to search for things in the message and assign queues, priorities and other things before OTRS receives the mmessage. The PostMaster Filter actually inserts the X-OTRS-Headers into the message. If the mail sent from NMS doesn't contain enough information for OTRS to automatically decide what to do with it, then you can't use the Postmaster Filter and you have to make NMS put the info you need into the mail. -- Lars

2 2

OTRS doesn't handle UTF-8 emails in HTML format?
by Tomasz Chmielewski 08 Feb '08

08 Feb '08

Whenever an UTF-8 email in HTML format is sent to OTRS here, all UTF-8 characters (like German umlauts etc.) are garbled into something like: Ã?Ã¶Ã?Ã? The same UTF-8 email sent in plain text format is displayed correctly. Is it just my setup? If not, is there a workaround to that? I use OTRS 2.2.3 -- Tomasz Chmielewski http://wpkg.org

1 0

Frederic Fraudeau/FR/Schneider est absent(e).
by frederic.fraudeau＠fr.schneider-electric.com 08 Feb '08

08 Feb '08

Je serai absent(e) à partir du 08/02/2008 de retour le 14/02/2008. Bonjour, Je suis actuellement absent et serai à nouveau disponible le 14/02/08. Pour toute question technique urgente, merci d'ouvrir un ticket OTRS à l'adresse "http://support.ilevo.com/customer" ou de de contacter le Support Technique Ilevo : +33 4 76 60 50 00 Pour toutes autres éléments, merci de contacter Alice Avila au : +33 4 76 60 54 05 Hello I'm currently away and I will be available on 14/02/08. For all urgent technical question, please open an OTRS ticket using the following address "http://support.ilevo.com/customer" or contact the Ilevo Technical Support : +33 4 76 60 50 00 For any other request, please contact Alice Avila: +33 4 76 60 54 05

1 0

Problems with e-mail notification
by William Murat 08 Feb '08

08 Feb '08

Hello! I have 2.2.2 OTRS version installed in a Linux Slackware box. The install process was ok and everything is working just fine. There is only one thing isn´t working: the agent e-mail notification when a new ticket is created to a queue. The agents who need to be notified has the "New ticket notification" marked to "Yes" and "My queues" are selected. Despite this, I still don´t receive any notification. I don´t know how to solve this problem and that feature will help a lot in our day-to-day use of OTRS. Any help will be much appreciated. Thanks! -- William Murat TIT - Hospital São Vicente de Paulo

1 0

about grouping
by forums＠grupocash.com.mx 08 Feb '08

08 Feb '08

Hi list, I am trying to group user agents and its tickets. Technician users must to see and manage its tickets but not other tickets. Commercial users must to see and manage its tickets but not other tickets. And so on. I would like to avoid technicians agents see (using Search function) tickets created by others (commercial agents) and vice versa. With group and rol I can to separate the tickets to be shown in the work area (zoom & answers) but all tickets are reachable by all agents using the search function. Certanly agents users only can to manage its own tickets but it is not enough. I would like to hide some confidential content between user agents. I have been working with groups and rols w/o successful. I am thinking to modify the queries at source code of Search function. Any ideas before start the source code modification? Carlos,

2 1

RE: [otrs] deleting tickets?
by Lars Jørgensen 08 Feb '08

08 Feb '08

> At OTRS there is a module which refers to Ticket:: Frontend:: > MenuModule > *** 460-Delete. By the description it should request the table with > тикетами and delete therefrom noted. Somebody used this module? It's a good idea to disable that menu. I should think it is disabled by default? -- Lars

3 4

reply to a ticket that is not hers
by Guyard Marc NIS 08 Feb '08

08 Feb '08

Hi, I want to know if it's possible to reply to a ticket that is not hers. In fact, we work in 24/24 7/7 and we need to update a ticket even if it is not ours (not locked on us). Do you know if it's possible to do that other than changing the owner of the ticket ? Thanks by advance. Marc

2 1

backup
by Andrew Meyer 08 Feb '08

08 Feb '08

I am getting this when trying to run the backup script. andrew@helpdesk:/var/www/otrs2$ /usr/share/otrs/scripts/backup.pl --help Can't locate /etc/otrs/database.pm in @INC (@INC contains: /usr/share/otrs/Kernel/cpan-lib /usr/share/otrs /etc/perl /usr/local/lib/perl/5.8.8 /usr/local/share/perl/5.8.8 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 /usr/local/lib/site_perl .) at /usr/share/otrs/Kernel/Config.pm line 24. BEGIN failed--compilation aborted at /usr/share/otrs/Kernel/Config.pm line 34. Compilation failed in require at /usr/share/otrs/scripts/backup.pl line 36. BEGIN failed--compilation aborted at /usr/share/otrs/scripts/backup.pl line 36. Andrew Meyer Unix Systems Administrator 314-787-0681 x39 314-565-0868 (cell) 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139 http://www.precisionpractice.com/

2 1

Managing the article_attachment.MYD File
by Buice, David R 08 Feb '08

08 Feb '08

Hello, We are running OTRS on a Windows box with a 9 Gb of space. We recently ran into an issue with disk space being near capacity. We saw that one of the data files, article_attachment.MYD, was over 4 Gb in size. This file is found in <OTRS disk drive>:\mysql\data\otrs. We moved this file off the machine in desperation only to discover that the attachments were no longer accompanying the messages being sent from OTRS....duh! So my question is: Since apparently we'll have to bring back article_attachment.MYD, is there any way to edit this file and bring it down to a reasonable size. Or is there a windows "cron" equivalent that could reduce the size of the file on a nightly basis? Any help understanding this (and other huge MYD files) and how to manage them would be extremely helpful. 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

3 2

upgrading
by Andrew Meyer 08 Feb '08

08 Feb '08

Hi, I am upgrading from OTRS 2.0.4 Debian install, and I going to my own (tarball) install. Right now I am running the restore.pl script and I am getting some errors. Could someone help me with this error? otrs2:/var/www# /var/www/otrs/scripts/restore.pl -b /var/www/2008-02-07_19-32/ -d /var/www/ Restore /var/www/2008-02-07_19-32//Config.tar.gz ... tar: Kernel/Config.pm: time stamp 2007-09-04 16:20:44 is 168867820.728778523 s in the future tar: Kernel/Config/Files/ZZZAAuto.pm: time stamp 2008-01-29 00:31:16 is 181515252.726619874 s in the future tar: Kernel/Config/Files/ZZZAuto.pm: time stamp 2007-10-12 14:41:20 is 172145056.725905665 s in the future tar: Kernel/Config/GenericAgent.pm: time stamp 2007-08-08 15:48:36 is 166533092.725103645 s in the future Use of uninitialized value in concatenation (.) or string at /var/www/otrs/Kernel/Config.pm line 65. Use of uninitialized value in concatenation (.) or string at /var/www/otrs/Kernel/Config.pm line 65. ERROR: /usr/share/otrs/RELEASE does not exist! This file is needed by central system parts of OTRS, the system will not work without this file. Died at /var/www/otrs/Kernel/Config/Defaults.pm line 2143. Andrew Meyer Unix Systems Administrator 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139

1 0

RE: Re: OTRS 2.2.4 (Nils Breunese (Lemonbit))
by Andrew Meyer 07 Feb '08

07 Feb '08

I have tried running the Debian unstable version. It doesn't work unfortunately. But if the database is already in place, why would I need to re-run the scripts? Message: 3 Date: Thu, 7 Feb 2008 16:21:42 +0100 From: "Nils Breunese (Lemonbit)" <nils(a)lemonbit.nl> Subject: Re: [otrs] OTRS 2.2.4 To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <FF0B95CD-7BAE-4997-8A61-F01F1075051A(a)lemonbit.nl> Content-Type: text/plain; charset=US-ASCII; format=flowed; delsp=yes Andrew Meyer wrote: > I have my version 2.0.4 provided by Debian 4.0 > > I would like to get the latest working from scratch, my only concern > is if I use 2.2.4, do I need to anything to the database? Yes, you need to run all applicable database scripts (in order). See the UPGRADING file. You could maybe also use the OTRS 2.2.4 package for lenny/sid instead of installing from source: http://packages.debian.org/otrs2 Nils Breunese. Andrew Meyer Unix Systems Administrator 314-787-0681 x39 314-565-0868 (cell) 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139 http://www.precisionpractice.com/

2 1

RE: [otrs] Multiple Customer::AuthModule?
by Lars Jørgensen 07 Feb '08

07 Feb '08

> > Is it possible to define multiple Customer::AuthModules in Config.pm? > > I tried to postfix them with numbers, like > > $Self{'Customer::AuthModule1'} but that didn't work at all. > Try this: > > http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=219 Thank you, that information was helpful. If anybody else has the same needs, this is what you have to do in Config.pm. # LDAP authentication $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '192.168.1.1'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=company, dc=company, dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'user'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'pass'; # This is the auth. module againt the otrs db $Self->{'Customer::AuthModule2'} = 'Kernel::System::CustomerAuth::DB'; $Self->{'Customer::AuthModule::DB::Table2'} = 'customer_user'; $Self->{'Customer::AuthModule::DB::CustomerKey2'} = 'login'; $Self->{'Customer::AuthModule::DB::CustomerPassword2'} = 'pw'; -- Lars

2 2

Problem with password (salt generation)
by Yumi Yari 07 Feb '08

07 Feb '08

Hi! I have a problem with OTRS password system. I need to create passwords manually without using perl. I know that passwords (table customer_user - "pw") are created with crypt function: storedPW = crypt(password,salt). I don't know how to obtain salt. I found some hints that salt is related to username, but customer_user doesn't have username. None of the data seems to match generated salt. (I can see two first letters when i generate password in OTRS) Maybe someone knows the algorithm to generate salt? I would be eternally grateful... Impera

1 0

OTRS 2.2.4
by Andrew Meyer 07 Feb '08

07 Feb '08

I know have asked this before but I have 2 installation of OTRS on the same server, just one is activated... I have my version 2.0.4 provided by Debian 4.0 I would like to get the latest working from scratch, my only concern is if I use 2.2.4, do I need to anything to the database? I also don't know where the apache Directory tags are listed. I tried migrating from one server to another without taking down the first, but that didn't work. Any help would be greatly appreciated! Andrew Meyer Unix Systems Administrator 314-787-0681 x39 314-565-0868 (cell) 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139 http://www.precisionpractice.com/

2 1

RE: [otrs] X-OTRS-Headers - Usage
by Lars Jørgensen 07 Feb '08

07 Feb '08

> that I can preprocess the entire message in OTRS <before> the > PostMaster runs it through the parser? If I can, I can maybe > 'rearrange' the message to move my X-OTRS-Headers into the email header. You can't use the Postmaster Filter in SysConfig? I use it to automatically assign queue and priority by inserting X-OTRS-Headers into mails coming from our monitoring system. -- Lars

2 1

Customer select the preferential owner
by Miguel Dias 07 Feb '08

07 Feb '08

Hi all, Now my idea is create a dropdown box that will show all Agents that we have in our OTRS system. What I want to do is just like when we do a tckiet search with a agent. Any one knows how can I do it with Customer login?

1 1

deleting tickets?
by swood 07 Feb '08

07 Feb '08

Who knows as to delete tickets? Who used the module of removal tickets? -- swood

3 3

Send automatic reply to unknow emails
by Manuel Fernández Campos 07 Feb '08

07 Feb '08

Hi, I need send autoreplys to emails that not match with any email costumer. It is possible? How can i do? Regards Manuel Fernández

1 0

Send notification to the responsible when a pending remainder is arrived
by Manuel Fernández Campos 07 Feb '08

07 Feb '08

Hi, My tickets has a responsible and an agent. When a ticket has a pending remainder time and it is arrived, the system send a notification to the agent but not to the responsible. how can i do this? Regards, Manuel Fernández

1 0

Auto authenticate users... No putting in user information.
by Nielson, Adam 06 Feb '08

06 Feb '08

I have tried in Config.pm putting in the line: $Self->{'AuthModule'} = 'Kernel::System::Auth::HTTPBasicAuth'; And I have tried everything I can online, asked for help with apache, etc to try and get auto authentication to work with the latest apache (2.2.3, and authz_ldap) and have had no luck. Has ANYONE done this before? I have an AD domain AND a OpenLDAP server I can use to authenticate against. All our users will be part of the same domain, and just need to not have to log in, but have it enter their email address/user info so we can track who it is. So, if I have authentication in apache setup properly, and the above line in Config.pm, then it will just skip the login page and automatically log them in? Or is there something else in OTRS I have to do? Is there any other way of doing this? I am at a complete loss. We have a windows/IIS server with .net that just seems to translate their username to an email address flawlessly, but in apache/OTRS I cannot seem to figure it out! Thank you in advance! Adam Nielson Adam.nielson(a)hp.com

1 0

Sorting queues: ticket with last customer reply to the top
by Marcus Sobchak <lists＠localguru.de> 06 Feb '08

06 Feb '08

Hi, since a few hours I'm trying to sort the queue view in that way, that the ticket with the last customer answer is always on the top, like in an email inbox. I played around with the settings in "Frontend::Agent::Ticket::ViewQueue" but can't figure it out. Ciao!

1 1

mail loop
by Lars Jørgensen 06 Feb '08

06 Feb '08

Hi. Is somebody looking into this mail loop? This and a bunch of other mails has toured the list eight times now. > 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/ >

5 6

SQL Customer Back End
by Nick Bright 06 Feb '08

06 Feb '08

Has anyone written a customer backend module for unix ODBC? Our customer database is stored in Microsoft SQL (which can be made to communicate just fine with unix ODBC), and I'd like to hook OTRS to that system. If it matters, we're using IEA's Emerald product. -- --- - Nick Bright Network Administrator Terra World Tel 888-332-1616 x 315 Fax 620-332-1201

1 0

Re: [otrs] X-OTRS-Headers - Usage
by Nils Breunese (Lemonbit) 06 Feb '08

06 Feb '08

Duane Owens wrote: > I have been reading the docs I just missed that the X-OTRS needed to > be in > the HEADERs of the message. I'm not sure if OPENNMS provides this > out of > the box? Thanks again for the answering such a dumb question. I have no experience with OpenNMS. You'd have to ask the OpenNMS guys. Nils Breunese.

2 1

Restart the escalation time
by Manuel Fernández Campos 06 Feb '08

06 Feb '08

Hi, I setup my system to move the escalated tickets to an especial queue. Then a manager must assign that ticket to an agent. I need restart the escalation time at this point. Is there any way to restart the escalation time? Regards Manuel Fernández

1 0

Re: [otrs] Send Escalation Notification with GenericAgent
by Manuel Fernández Campos 06 Feb '08

06 Feb '08

Hi, I found the error. Well, It is not an error but that I forgot to set the unlock time out. Regards Manuel Fernández

1 0

Re: [otrs] X-OTRS-Headers - Usage
by Nils Breunese (Lemonbit) 06 Feb '08

06 Feb '08

Duane Owens wrote: > I am needing to create tickets via email from another system. In > reading the documents, it is unclear on the format and methodology > for having OTRS receive emails (via POP3) and assign values based > upon values I am embedding into the email body. Here’s a snippet of > what a typical email body looks like: > > Time: Tuesday, February 5, 2008 8:19:56 PM MST Severity: Major > X-OTRS-CustomerNo: SKY > X-OTRS-Service: VPN Tunnel > X-OTRS-SLA: 1 - Critical Priority > X-OTRS-Queue: SoD – Support > > OTRS should receive the email and create a ticket with the > CustomerNo, Service, SLA and Queue values but it doesn’t; it just > creates the ticket with the sysconfig default values. > > Any ideas on what I’m missing? You shouldn't put those in the body, but in the header. Then you can use the PostMaster Filter feature to further act upon the presence of these headers. See section 5.14 'Filtering incoming messages' in the docs: http://doc.otrs.org/2.2/en/html/x1053.html Nils Breunese.

2 1

OTRS Tag to show CustomerIDs
by Guyard Marc NIS 06 Feb '08

06 Feb '08

Hi, I use a ldap authentification and i want to add in a automatic reply subject, the enterprise who is in the ldap. In my OTRS Config : Map => [ [ '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', 'ou', 0, 1, 'var', '', 0 ], [ 'UserCustomerIDs', 'CustomerIDs', 'businessCategory', 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 ], ], And i want to show the 'UserCustomerIDs'. Do you know what is the tag to show this ? Thanks by advance. Marc

1 0

Send Escalation Notification with GenericAgent
by Manuel Fernández Campos 06 Feb '08

06 Feb '08

Hi, I'm trying to send escalatio notification with GenericAgent. Moreover, at the same time I want to add a note and change the queue and the owner. The code is this: %Jobs = ( # -- # [name of job] -> send escalation notifications # -- 'send escalation notifications MFC' => { Escalation => 1, # new ticket properties New => { Module => 'Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue', Queue => 'Sin tratar', Owner => 'responsable', Note => { From => 'GenericAgent', Subject => 'Escalation!', Body => 'The ticket was escalated!', ArticleType => 'note-internal', # note-internal|note-external|note-report }, }, }, # -- ); I don't know what happening but I think that the code is correct, no? Regards Manuel Fernandez

1 1

Adding a new pending state
by Steven Carr 06 Feb '08

06 Feb '08

I would like to add a new pending state to my OTRS installation, essentially we want to rename the existing pending state to "pending agent" and the new one to be "pending customer" The docs are rather vague on what exactly needs to be done to add a new state (though I did see that it looked easier with the ITSM modules installed - would anyone recommend this?). Has anyone added new states or can anyone offer any advice on adding new states. Thanks Steve -- Steven Carr Engineer - Khipu Networks Ltd. support(a)khipu-networks.com - www.khipu-networks.com Secure - Compliant - Infrastructure Registered Office: Fairfax House, 15 Fulwood Place, London WC1V 6AY Registered in England. Company Number 5218573 Specialist Reseller of the year - CRN Channel Awards 2007

1 0

Styles in ticket message
by Sándor Fehér 06 Feb '08

06 Feb '08

Hi, Is there any options in the parameters which allows me to use some format elements (eg. html tags or styles) in the messages' text ? I mean sometimes would be useful if I could highligh some lines in my messages to my customers. (Perhaps they would not read the message either :). Thanks. Sandor -- Üdvözlettel/Kind Regards, Fehér Sándor ...Fehér Sándor... --- ....Sandor Feher.... fejlesztési vezető --- development manager Blue System Kft. --- Blue System Ltd. ........................................................................................... Kérem gondoljon a környezetre mielőtt kinyomtatná ezt az e-mailt vagy bármely csatolmányát. Please consider the environment before printing this e-mail and any associated attachments.

1 0

CustomerUser, custom data in http-link
by Cornelis Hoeflake 06 Feb '08

06 Feb '08

Hi, I have external CustomerUser backend. This is the external DB backend. The table which is used, is actually a view on some aggregated data. This view also contains a full http link to the details of that customer in the CRM system. How do I get that link into the http-link property of the Map in the CustomerUser configuration? I cannot get it with $Data{}. It cannot be solved with the CustomerID property because I also want a link to the Account of the Customer. Thanks in advance, Cornelis Hoeflake I

1 0

What is TicketFreeTime?
by webmaster 06 Feb '08

06 Feb '08

Hi, Please, explain the meaning of TicketFreeTime field. I have serched otrs lists and googled for it, bot still have no idea what that staff is about? Thank you V.Belinsky

2 1

X-OTRS-Headers - Usage
by Duane Owens 06 Feb '08

06 Feb '08

Hello, I am needing to create tickets via email from another system. In reading the documents, it is unclear on the format and methodology for having OTRS receive emails (via POP3) and assign values based upon values I am embedding into the email body. Here's a snippet of what a typical email body looks like: Time: Tuesday, February 5, 2008 8:19:56 PM MST Severity: Major X-OTRS-CustomerNo: SKY X-OTRS-Service: VPN Tunnel X-OTRS-SLA: 1 - Critical Priority X-OTRS-Queue: SoD - Support OTRS should receive the email and create a ticket with the CustomerNo, Service, SLA and Queue values but it doesn't; it just creates the ticket with the sysconfig default values. Any ideas on what I'm missing? PS: Very nice product, I am anxious to impress my coworkers. Duane

1 0

extra packages
by Andrew Meyer 06 Feb '08

06 Feb '08

Among the extra packages that come with OTRS that you can install via the Admin Preferences, why do a good amount of them fail to install? Specifically: Calendar FAQ File Manager Survey Time Accounting WebMail Web Watcher Andrew Meyer Unix Systems Administrator 314-787-0681 x39 314-565-0868 (cell) 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139 http://www.precisionpractice.com/

2 1

backing up and restoring databases from OTRS 2.0.4 to 2.2.4
by Andrew Meyer 05 Feb '08

05 Feb '08

What do I need to do to restore a OTRS installation to a newer version of OTRS. When I tried before, it complained about the database being there. Should I not setup the database? Andrew Meyer Unix Systems Administrator 314-787-0681 x39 314-565-0868 (cell) 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139 http://www.precisionpractice.com/

1 0

LDAP authentication Errors
by Greg Evans 05 Feb '08

05 Feb '08

I've gone through countless LDAP documents for OTRS and I cannot for the life of me get customers to authenticate via LDAP I am running win32 OTRS v2.1.7. In the OTRS documentation and in the trinityhome.org documentation it says to edit the config.pm file in otrs/kernel/config.pm I followed the instructions to the best of my knowledge.... but it was still causing customers to be authenticated via the MySQL backend. I tried editing the config and the config.PM file in the otrs/kernel folder and still no progress. Through SysAdmin in OTRS I have tried modifying Framework -> Frontend::Customer::Auth and then It tries to authenticate to my LDAP server and I get the following error in the Otrs.log file Kernel::System::CustomerUser::LDAP::new][71] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece THis is trying to connect to a Windows 2k3 AD server. Any ideas what i'm doing wrong? Below is the code I tried using in the config.PM file that wasn't doing anything... I pasted it right above "EnD of your config options!!!" #Enable LDAP authentication for Customers / Users $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'DC1.United.net'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=Users,dc=United,dc=net'; $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'} = 'otrs_ldap'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'Password'; #CustomerUser #(customer user database backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'dc1.united.net', BaseDN => 'OU=users,DC=united,DC=net', SSCOPE => 'sub', UserDN =>'otrs_ldap', UserPw => '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' ], ], }; #Add the following lines when only users are allowed to login if they reside in the specified security group #Remove these lines if you want to provide login to all users specified in the User Base DN #example: $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=Users, dc=united, dc=net'; $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'CN=otrs_allow_C,OU=Users,DC=United,DC=net'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN' _________________________________________________________________ Connect and share in new ways with Windows Live. http://www.windowslive.com/share.html?ocid=TXT_TAGHM_Wave2_sharelife_012008

1 0

Newbie Question - Groups and Queues
by Ceri 05 Feb '08

05 Feb '08

Hi, I am currently evaluating OTRS for use as a Helpdesk System. However I am a little confused about how best to set it up. I have setup different queues for different types of problems eg Desktop Server etc I want to have some users managing some queues but not others, but also some customers to create tickets in some queues but not others. Example (cos I probably didnt explain that very well) Queues A B C User 1 can manage queues A B User 2 can manage queue C Customer 1 can create tickets in queue A Customer 2 can create tickets in queue B Customer 3 can create tickets in queue C When I create the queue, I assign the user group to that queue, but how do I then allow the customers access to these queues? I have turned on the facility to use Customer Groups but this doesnt appear to help me. Is this possible? Apologies if this is a silly question but I couldnt find an answer on the Mailing List archives. Cheers Ceri -- Ceri Townsend System Administrator

1 0

RE: [otrs] Clarification on LDAP authentication.
by Lars Jørgensen 05 Feb '08

05 Feb '08

> So, when someone goes to the customer.pl or index.pl website,=20 > even if they are > logged into their computer with a AD domain user, the website=20 > will STILL > prompt them for a username and password? Or does it automatically > authenticate them? They will still get prompted. > If you have to provide a login and password, is it your=20 > domain username (as it > appears to be) and then instead of them having to store their password > information in a SQL database, its just stored on the AD domain? Yes. OTRS sends the entered username and password to the LDAP server for = verification. OTRS does not store usernames or passwords locally. > Also, if the AD domain requires an account to access it, does=20 > this account > have to have "privileges" to the ldap server? Or can it just=20 > be a user? Any user will do. > Also, do I have to create EACH user within OTRS in order for=20 > an LDAP user to log in? CUSTOMERS: No.=20 AGENTS: Yes. Don't enter password information. --=20 Lars _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs 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

Clarification on LDAP authentication.
by Nielson, Adam 05 Feb '08

05 Feb '08

Ok, so it appears I have it "working" with an AD forest. I wanted to clarify what it does. So, when someone goes to the customer.pl or index.pl website, even if they = are logged into their computer with a AD domain user, the website will STIL= L prompt them for a username and password? Or does it automatically authen= ticate them? If you have to provide a login and password, is it your domain username (as= it appears to be) and then instead of them having to store their password = information in a SQL database, its just stored on the AD domain? Also, if the AD domain requires an account to access it, does this account = have to have "privileges" to the ldap server? Or can it just be a user? Also, do I have to create EACH user within OTRS in order for an LDAP user t= o log in? Thank you, Adam Nielson _______________________________________________ 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] Zlib uncompress error
by Nils Breunese (Lemonbit) 05 Feb '08

05 Feb '08

Jeff 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... Does ~otrs/bin/otrs.checkModules tell you that Compress::Zlib is installed ok? Nils Breunese. _______________________________________________ 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] OTRS support for virtual sites
by Richard Hinkamp - BeSite 05 Feb '08

05 Feb '08

I think is would be possible. You would need to change some OTRS code though. You could have per site an index.pl which loads OTRS from a shared location. You would have to create a way to tell OTRS where to find the config for this specific install. Same thing must be done for customer.pl and faq.pl etc and for every script you may want to run (pop3 fetching, pending jobs, etc). If you can code perl, I think it will be possible to achieve this. Wouldn't know if my theory works in practice, so no guarantees! ;) Regards, RIchard _______________________________________________ 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

Error creating new customer account
by Ceri 05 Feb '08

05 Feb '08

Hi, I am trying out OTRS to see if it fits our needs for a helpdesk system. However I am running into a problem when I try to create a new customer account via customer.pl. When I hit create I get the following error: Software error: IO::Handle: bad open mode: >: at /opt/otrs/bin/cgi-bin/../../Kernel/cpan-lib/MIME/Entity.pm line 1925 It looks like the user account has been created because If I go back and try again it tells me that the account already exists. I am running on Red Hat Enterprise Linux ES release 3 (Taroon Update 4) perl -v shows Summary of my perl5 (revision 5.0 version 8 subversion 0) configuration: Platform: osname=linux, osvers=2.4.21-14.elsmp, archname=i386-linux-thread-multi uname='linux tweety.build.redhat.com 2.4.21-14.elsmp #1 smp wed apr 14 18:55:47 edt 2004 i686 i686 i386 gnulinux ' config_args='-des -Doptimize=-O2 -g -pipe -march=i386 -mcpu=i686 -Dmyhostname=localhost -Dperladmin=root@localhost -Dcc=gcc -Dcf_by=Red Hat, Inc. -Dinstallprefix=/usr -Dprefix=/usr -Darchname=i386-linux -Dvendorprefix=/usr -Dsiteprefix=/usr -Dotherlibdirs=/usr/lib/perl5/5.8.0 -Duseshrplib -Dusethreads -Duseithreads -Duselargefiles -Dd_dosuid -Dd_semctl_semun -Di_db -Ui_ndbm -Di_gdbm -Di_shadow -Di_syslog -Dman3ext=3pm -Duseperlio -Dinstallusrbinperl -Ubincompat5005 -Uversiononly -Dpager=/usr/bin/less -isr' hint=recommended, useposix=true, d_sigaction=define usethreads=define use5005threads=undef useithreads=define usemultiplicity=define useperlio=define d_sfio=undef uselargefiles=define usesocks=undef use64bitint=undef use64bitall=undef uselongdouble=undef usemymalloc=n, bincompat5005=undef Compiler: cc='gcc', ccflags ='-D_REENTRANT -D_GNU_SOURCE -DTHREADS_HAVE_PIDS -DDEBUGGING -fno-strict-aliasing -I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64 -I/usr/include/gdbm', optimize='-O2 -g -pipe -march=i386 -mcpu=i686', cppflags='-D_REENTRANT -D_GNU_SOURCE -DTHREADS_HAVE_PIDS -DDEBUGGING -fno-strict-aliasing -I/usr/local/include -I/usr/include/gdbm' ccversion='', gccversion='3.2.3 20030502 (Red Hat Linux 3.2.3-42)', gccosandvers='' intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=1234 d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12 ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t', lseeksize=8 alignbytes=4, prototype=define Linker and Libraries: ld='gcc', ldflags =' -L/usr/local/lib' libpth=/usr/local/lib /lib /usr/lib libs=-lnsl -lgdbm -ldb -ldl -lm -lpthread -lc -lcrypt -lutil perllibs=-lnsl -ldl -lm -lpthread -lc -lcrypt -lutil libc=/lib/libc-2.3.2.so, so=so, useshrplib=true, libperl=libperl.so gnulibc_version='2.3.2' Dynamic Linking: dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-rdynamic -Wl,-rpath,/usr/lib/perl5/5.8.0/i386-linux-thread-multi/CORE' cccdlflags='-fPIC', lddlflags='-shared -L/usr/local/lib' Characteristics of this binary (from libperl): Compile-time options: DEBUGGING MULTIPLICITY USE_ITHREADS USE_LARGE_FILES PERL_IMPLICIT_CONTEXT Locally applied patches: MAINT18379 Built under linux Compiled at Oct 5 2004 13:02:53 @INC: /usr/lib/perl5/5.8.0/i386-linux-thread-multi /usr/lib/perl5/5.8.0 /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.0/i386-linux-thread-multi /usr/lib/perl5/5.8.0 The output from otrs.checkModules shows CGI ... ok Date::Pcalc ... ok Date::Format ... ok DBI ... ok DBD::mysql ... ok Digest::MD5 ... ok Crypt::PasswdMD5 ... ok LWP::UserAgent ... ok IO::Scalar ... ok IO::Wrap ... ok MIME::Base64 ... ok MIME::Tools ... ok Mail::Internet ... ok Net::DNS ... ok Net::POP3 ... ok Net::LDAP ... not installed! (for directory authentication - not required) Net::SMTP ... ok Authen::SASL ... ok GD ... ok GD::Text ... ok GD::Graph ... ok GD::Graph::lines ... ok GD::Text::Align ... ok XML::Parser ... ok PDF::API2 ... not installed! (for PDF output - not required) Compress::Zlib ... not installed! (for PDF output - not required) So i dont think that I am missing anything there. perl -cw bin/cgi-bin/index.pl perl -cw bin/PostMaster.pl perl -cw bin/cgi-bin/installer.pl all show syntax OK Could anyone point me in the right direction. Cheers Ceri -- Ceri Townsend Systems Administrator cerit(a)teleord.co.uk _______________________________________________ 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

Changing default page
by Baker, Greg 05 Feb '08

05 Feb '08

Is it possible to use an otrs config option to change the default page from admin.pl to customer.pl? Greg _______________________________________________ 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

Customer can't see tickets submitted via e-mail
by Paddy 05 Feb '08

05 Feb '08

Hello, I seem to be stumped on this one. If a customer submits a ticket via e-mail it arrives in a queue and that part works. However, if the customer logs into the customer.pl interface they cannot see that ticket. They can search for it via the ticket number but it doesn't show up under "My Tickets". If the customer submits a ticket through the customer.pl interface it *does* show up under "My Tickets". I looked at the tickets table in the database and noticed that the tickets submitted via e-mail set customer_id and customer_user_id to the e-mail address (ie. user(a)domain.com) When submitting a ticket from the customer.pl interface customer_id is set to the e-mail address but customer_user_id is set to the login name (so rather than user(a)domain.com it's just user). So it seems that the "My Tickets" section only shows tickets where customer_user_id equals my login name. I am doing ldap authentication and data mapping against AD and I will post the relevant sections of my Config.pm below. Any ideas on how to work around this? ----------------------- $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'server.domain.com'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=Users,ou=Domain,dc=domain,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=user,ou=Users,ou=Domain,dc=domain,dc=com'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password'; # Customer Data settings # ---------------------------------------------------- # $Self->{CustomerUser} = { Name => 'LDAP Backend', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'server.domain.com', BaseDN => 'ou=Users,ou=Domain,dc=domain,dc=com', SSCOPE => 'sub', UserDN => 'cn=otrs,ou=Users,ou=Domain,dc=domain,dc=com', UserPw => 'password', AlwaysFilter => '', Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, CustomerKey => 'sAMAccountName', CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type ['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', 1, 1, 'var' ], ], ____________________________________________________________________________________ Never miss a thing. Make Yahoo your home page. http://www.yahoo.com/r/hs _______________________________________________ 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] Clarification on LDAP authentication.
by Shawn Beasley 05 Feb '08

05 Feb '08

Hi Adam schrieb: > Ok, so it appears I have it "working" with an AD forest. > > I wanted to clarify what it does. > > So, when someone goes to the customer.pl or index.pl website, even if they are logged into their computer with a AD domain user, the website will STILL prompt them for a username and password? Or does it automatically authenticate them? > > You can do both, theoretically. The standard usage will only authenticate the users entry based on their AD credentials > If you have to provide a login and password, is it your domain username (as it appears to be) and then instead of them having to store their password information in a SQL database, its just stored on the AD domain? > > Correct! For Agents, the login information (username, email, first name, lastname) will be stored in the system_user table, but the password will be verified by the AD. For customers, all the user information will be called up every time. This can be cached, but it will not be written in the DB. > Also, if the AD domain requires an account to access it, does this account have to have "privileges" to the ldap server? Or can it just be a user? > > It only has to be a memeber, becuase all AD users can search the AD. > Also, do I have to create EACH user within OTRS in order for an LDAP user to log in? > > No. -- 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 _______________________________________________ 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] Zlib uncompress error
by Jeff 05 Feb '08

05 Feb '08

It does say that Compress::Zlib is installed ok. However, it returns the following between XML::Parser and PDF::API2: Use of uninitialized value in concatenation (.) or string at /usr/lib/perl5/5.8.5/i386-linux-thread-multi/Scalar/Util.pm line 30, <DATA> line 228. Jeff ----- Original Message ----- From: "Nils Breunese (Lemonbit)" <nils(a)lemonbit.nl> To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Sent: Saturday, January 19, 2008 7:37 PM Subject: Re: [otrs] Zlib uncompress error > Jeff 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... > > Does ~otrs/bin/otrs.checkModules tell you that Compress::Zlib is > installed ok? > > Nils Breunese. > _______________________________________________ > 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/ > > __________ NOD32 2807 (20080119) Information __________ > > This message was checked by NOD32 antivirus system. > http://www.eset.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] Clarification on LDAP authentication.
by Lars Jørgensen 05 Feb '08

05 Feb '08

> So, when someone goes to the customer.pl or index.pl website,=20 > even if they are > logged into their computer with a AD domain user, the website=20 > will STILL > prompt them for a username and password? Or does it automatically > authenticate them? They will still get prompted. > If you have to provide a login and password, is it your=20 > domain username (as it > appears to be) and then instead of them having to store their password > information in a SQL database, its just stored on the AD domain? Yes. OTRS sends the entered username and password to the LDAP server for = verification. OTRS does not store usernames or passwords locally. > Also, if the AD domain requires an account to access it, does=20 > this account > have to have "privileges" to the ldap server? Or can it just=20 > be a user? Any user will do. > Also, do I have to create EACH user within OTRS in order for=20 > an LDAP user to log in? CUSTOMERS: No.=20 AGENTS: Yes. Don't enter password information. --=20 Lars _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs 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] Clarification on LDAP authentication.
by Lars Jørgensen 05 Feb '08

05 Feb '08

> So, when someone goes to the customer.pl or index.pl website,=20 > even if they are > logged into their computer with a AD domain user, the website=20 > will STILL > prompt them for a username and password? Or does it automatically > authenticate them? They will still get prompted. > If you have to provide a login and password, is it your=20 > domain username (as it > appears to be) and then instead of them having to store their password > information in a SQL database, its just stored on the AD domain? Yes. OTRS sends the entered username and password to the LDAP server for = verification. OTRS does not store usernames or passwords locally. > Also, if the AD domain requires an account to access it, does=20 > this account > have to have "privileges" to the ldap server? Or can it just=20 > be a user? Any user will do. > Also, do I have to create EACH user within OTRS in order for=20 > an LDAP user to log in? CUSTOMERS: No.=20 AGENTS: Yes. Don't enter password information. --=20 Lars _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs 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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Zlib uncompress error
by Jeff 05 Feb '08

05 Feb '08

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/

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Clarification on LDAP authentication.
by Nielson, Adam 05 Feb '08

05 Feb '08

Ok, so it appears I have it "working" with an AD forest. I wanted to clarify what it does. So, when someone goes to the customer.pl or index.pl website, even if they = are logged into their computer with a AD domain user, the website will STIL= L prompt them for a username and password? Or does it automatically authen= ticate them? If you have to provide a login and password, is it your domain username (as= it appears to be) and then instead of them having to store their password = information in a SQL database, its just stored on the AD domain? Also, if the AD domain requires an account to access it, does this account = have to have "privileges" to the ldap server? Or can it just be a user? Also, do I have to create EACH user within OTRS in order for an LDAP user t= o log in? Thank you, Adam Nielson _______________________________________________ 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] Zlib uncompress error
by Nils Breunese (Lemonbit) 05 Feb '08

05 Feb '08

Jeff 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... Does ~otrs/bin/otrs.checkModules tell you that Compress::Zlib is installed ok? Nils Breunese. _______________________________________________ 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] OTRS support for virtual sites
by Richard Hinkamp - BeSite 05 Feb '08

05 Feb '08

I think is would be possible. You would need to change some OTRS code though. You could have per site an index.pl which loads OTRS from a shared location. You would have to create a way to tell OTRS where to find the config for this specific install. Same thing must be done for customer.pl and faq.pl etc and for every script you may want to run (pop3 fetching, pending jobs, etc). If you can code perl, I think it will be possible to achieve this. Wouldn't know if my theory works in practice, so no guarantees! ;) Regards, RIchard _______________________________________________ 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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Error creating new customer account
by Ceri 05 Feb '08

05 Feb '08

Hi, I am trying out OTRS to see if it fits our needs for a helpdesk system. However I am running into a problem when I try to create a new customer account via customer.pl. When I hit create I get the following error: Software error: IO::Handle: bad open mode: >: at /opt/otrs/bin/cgi-bin/../../Kernel/cpan-lib/MIME/Entity.pm line 1925 It looks like the user account has been created because If I go back and try again it tells me that the account already exists. I am running on Red Hat Enterprise Linux ES release 3 (Taroon Update 4) perl -v shows Summary of my perl5 (revision 5.0 version 8 subversion 0) configuration: Platform: osname=linux, osvers=2.4.21-14.elsmp, archname=i386-linux-thread-multi uname='linux tweety.build.redhat.com 2.4.21-14.elsmp #1 smp wed apr 14 18:55:47 edt 2004 i686 i686 i386 gnulinux ' config_args='-des -Doptimize=-O2 -g -pipe -march=i386 -mcpu=i686 -Dmyhostname=localhost -Dperladmin=root@localhost -Dcc=gcc -Dcf_by=Red Hat, Inc. -Dinstallprefix=/usr -Dprefix=/usr -Darchname=i386-linux -Dvendorprefix=/usr -Dsiteprefix=/usr -Dotherlibdirs=/usr/lib/perl5/5.8.0 -Duseshrplib -Dusethreads -Duseithreads -Duselargefiles -Dd_dosuid -Dd_semctl_semun -Di_db -Ui_ndbm -Di_gdbm -Di_shadow -Di_syslog -Dman3ext=3pm -Duseperlio -Dinstallusrbinperl -Ubincompat5005 -Uversiononly -Dpager=/usr/bin/less -isr' hint=recommended, useposix=true, d_sigaction=define usethreads=define use5005threads=undef useithreads=define usemultiplicity=define useperlio=define d_sfio=undef uselargefiles=define usesocks=undef use64bitint=undef use64bitall=undef uselongdouble=undef usemymalloc=n, bincompat5005=undef Compiler: cc='gcc', ccflags ='-D_REENTRANT -D_GNU_SOURCE -DTHREADS_HAVE_PIDS -DDEBUGGING -fno-strict-aliasing -I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64 -I/usr/include/gdbm', optimize='-O2 -g -pipe -march=i386 -mcpu=i686', cppflags='-D_REENTRANT -D_GNU_SOURCE -DTHREADS_HAVE_PIDS -DDEBUGGING -fno-strict-aliasing -I/usr/local/include -I/usr/include/gdbm' ccversion='', gccversion='3.2.3 20030502 (Red Hat Linux 3.2.3-42)', gccosandvers='' intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=1234 d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12 ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t', lseeksize=8 alignbytes=4, prototype=define Linker and Libraries: ld='gcc', ldflags =' -L/usr/local/lib' libpth=/usr/local/lib /lib /usr/lib libs=-lnsl -lgdbm -ldb -ldl -lm -lpthread -lc -lcrypt -lutil perllibs=-lnsl -ldl -lm -lpthread -lc -lcrypt -lutil libc=/lib/libc-2.3.2.so, so=so, useshrplib=true, libperl=libperl.so gnulibc_version='2.3.2' Dynamic Linking: dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-rdynamic -Wl,-rpath,/usr/lib/perl5/5.8.0/i386-linux-thread-multi/CORE' cccdlflags='-fPIC', lddlflags='-shared -L/usr/local/lib' Characteristics of this binary (from libperl): Compile-time options: DEBUGGING MULTIPLICITY USE_ITHREADS USE_LARGE_FILES PERL_IMPLICIT_CONTEXT Locally applied patches: MAINT18379 Built under linux Compiled at Oct 5 2004 13:02:53 @INC: /usr/lib/perl5/5.8.0/i386-linux-thread-multi /usr/lib/perl5/5.8.0 /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.0/i386-linux-thread-multi /usr/lib/perl5/5.8.0 The output from otrs.checkModules shows CGI ... ok Date::Pcalc ... ok Date::Format ... ok DBI ... ok DBD::mysql ... ok Digest::MD5 ... ok Crypt::PasswdMD5 ... ok LWP::UserAgent ... ok IO::Scalar ... ok IO::Wrap ... ok MIME::Base64 ... ok MIME::Tools ... ok Mail::Internet ... ok Net::DNS ... ok Net::POP3 ... ok Net::LDAP ... not installed! (for directory authentication - not required) Net::SMTP ... ok Authen::SASL ... ok GD ... ok GD::Text ... ok GD::Graph ... ok GD::Graph::lines ... ok GD::Text::Align ... ok XML::Parser ... ok PDF::API2 ... not installed! (for PDF output - not required) Compress::Zlib ... not installed! (for PDF output - not required) So i dont think that I am missing anything there. perl -cw bin/cgi-bin/index.pl perl -cw bin/PostMaster.pl perl -cw bin/cgi-bin/installer.pl all show syntax OK Could anyone point me in the right direction. Cheers Ceri -- Ceri Townsend Systems Administrator cerit(a)teleord.co.uk _______________________________________________ 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] Faq articles don't show
by Manuel Fernández Campos 05 Feb '08

05 Feb '08

Yes, Torsten, I use PostgreSQL. Thank you very much for the information. Best regards

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How to open previously closed ticket ??
by Jaroslaw Czarniak 05 Feb '08

05 Feb '08

Hi. Probably it's a very simple question but I can't find it anywhere. How to open previously closed ticket ?? -- Pozdrawiam Jarosław Czarniak Jarsat s.c. Kruczkowskiego 13F 80-288, Gdańsk jczarniak (at) jarsat (dot) pl tel. 0 58 741 77 02

3 8

internal communication between two depatments via tickets
by Marcus Sobchak <lists＠localguru.de> 05 Feb '08

05 Feb '08

Hi, is it possible to create interal tickets, eg. if a member of the sales team wants to open a ticket in the helpdesk queue? Basically I'd like to use OTRS for internal communication between the different departments and not only for incoming mails from external customers. My current configuration is one pop3 account for each queue. Mails from a customer to dep1(a)domain.com will be droped into queue dep1, emails to dep2(a)domain.com go to queue dep2 etc. This communication works fine as long as the requests come from the customer side (outside). But how do I open as a member of dep1 an "internal" ticket for dep2? Sending an email from my dep1 queue to dep2(a)domain.com seems to be the wrong way, because in the moment otrs fetches the mail from the dep2 pop3 account, the same sent email is attached to my opend ticket as customer answer. So any ideas how to handle that? Thanks, Marcus

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Changing default page
by Baker, Greg 04 Feb '08

04 Feb '08

Is it possible to use an otrs config option to change the default page from admin.pl to customer.pl? Greg

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variable array elements?
by Stan McFarland 04 Feb '08

04 Feb '08

Hi, When I see the use of variables in e-mail templates like <OTRS_CUSTOMER_EMAIL [6]>, what is the [6] for? Thanks, Stan

2 1

$Self->{ScriptAlias} not working?
by Baker, Greg 04 Feb '08

04 Feb '08

I want my url to point to /issuetracker rather than /otrs... So I changed it in my Config.pm and then changed it in my apache config file, but I am getting the following apache error: "Request exceeded limit of 10 internal redirects" Has anybody had this problem before? Greg

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RE: [otrs] How can I change the Green color?
by Lars Jørgensen 04 Feb '08

04 Feb '08

> I'm looking a location to change the Green color of the footer and the header: "#008000" I think. > Any one know where I can do it. /opt/otrs/Kernel/Output/HTML/<theme>/customer-css.dtl Search for ".header" -- Lars

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