[otrs] Auto Reply not working

[Diego Chacón]

Hi,

OTRS 2.4.4 on FreeBSD, but not send autoreply


The messages file log say :

[Notice][Kernel::System::Ticket::Article::SendAutoResponse] Sent no 
'auto reply' for Ticket [200910061122] (Diego Chacón 
) because the sender doesn't want a auto-response (e. 
g. loop or precedence header)



How fix it?


--
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Infraestructura y Soporte - InterNexo
ch...@internexo.com
+506 2224-1496 extensiones 106 y 108
+506 2283-1071

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[otrs] customer ldap auth not working

[Jefferson Davis]

Here are the relevant portions of Config.pm.  Sorry if too verbose for the 
list.  Admin interface allows me to query the ldap tree, but cannot login as a 
customer, would very much like to find out what I'm doing wrong here.

# This is an example configuration for an LDAP auth. backend.
# (take care that Net::LDAP is installed!)
 $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP';
 $Self->{'Customer::AuthModule::LDAP::Host'} = 'ldap.example.com';
 $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=example,dc=com';
 $Self->{'Customer::AuthModule::LDAP::UID'} = 'uid';

# Check if the user is allowed to auth in a posixGroup
# (e. g. user needs to be in a group xyz to use otrs)
$Self->{'Customer::AuthModule::LDAP::GroupDN'} = 
'ou=users,dc=example,dc=com';
$Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'memberUid';
# for ldap posixGroups objectclass (just uid)
$Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'UID';
# for non ldap posixGroups objectclass (full user dn)
#$Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN';

# The following is valid but would only be necessary if the
# anonymous user do NOT have permission to read from the LDAP tree
$Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 
'cn=manager,dc=example,dc=com';
$Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = '';

# in case you want to add always one filter to each ldap query, use
# this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => 
'(objectclass=user)'
$Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = '(mai...@*)';

# in case you want to add a suffix to each customer login name, then
# you can use this option. e. g. user just want to use user but
# in your ldap directory exists u...@domain.
#$Self->{'Customer::AuthModule::LDAP::UserSuffix'} = '@domain.com';

# Net::LDAP new params (if needed - for more info see perldoc Net::LDAP)
$Self->{'Customer::AuthModule::LDAP::Params'} = {
port => 389,
timeout => 120,
async => 0,
version => 3,
};

# CustomerUser
# (customer user ldap backend and settings)
$Self->{CustomerUser} = {
Name => 'LDAP',
Module => 'Kernel::System::CustomerUser::LDAP',
Params => {
# ldap host
Host => 'ldap.example.com',
# ldap base dn
BaseDN => 'ou=users,dc=example,dc=com',
# search scope (one|sub)
SSCOPE => 'sub',
## The following is valid but would only be necessary if the
## anonymous user does NOT have permission to read from the LDAP 
tree
UserDN => 'cn=manager,dc=example,dc=com',
UserPw => '',
# in case you want to add always one filter to each ldap query, use
# this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => 
'(objectclass=user)'
AlwaysFilter => '(mai...@*)',
# if your frontend is e. g. iso-8859-1 and the charset of your
# ldap server is utf-8, use this options (if not, ignore it)
#SourceCharset => 'utf-8',
#DestCharset => 'iso-8859-1',
# Net::LDAP new params (if needed - for more info see perldoc 
Net::LDAP)
Params => {
port => 389,
timeout => 120,
async => 0,
version => 3,
},
},
# customer uniq id
CustomerKey => 'uid',
# customer #
CustomerID => 'mail',
CustomerUserListFields => ['givenName', 'mail'],
CustomerUserSearchFields => ['uid', 'givenName', 'mail'],
CustomerUserSearchPrefix => '',
CustomerUserSearchSuffix => '*',
CustomerUserSearchListLimit => 250,
CustomerUserPostMasterSearchFields => ['mail'],
CustomerUserNameFields => ['givenname', 'sn'],
# show not own tickets in customer panel, CompanyTickets
CustomerUserExcludePrimaryCustomerID => 0,
# add a ldap filter for valid users (expert setting)
#   CustomerUserValidFilter => '(!(description=gesperrt))',
# admin can't change customer preferences
AdminSetPreferences => 0,
## cache time to life in sec. - cache any database queris
#CacheTTL => 0,
Map => [
# note: Login, Email and CustomerID needed!
# var, frontend, storage, shown (1=always,2=lite), required, 
storage-type, http-link, readonly
#[ 'UserSalutation', 'Title',  'title',   1, 0, 'var', 
'', 0 ],
[ '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 ],
   

[otrs] OTRS in a generic provider -- SECURITY??

[Emiliano Augusto]

I've tryied to install OTRS in a generic provider. There are some issues
about security with this method???

There are some other (best) method to do the same?!


I've success with this method:

---start---
copy otrs in ~/html/otrs (I'll call this dir: home-otrs)

chmod a+rw home-otrs
chmod a+rw home-otrs/Kernel/Config/Files/

rm wherever-is/cgi-bin
lnk home-otrs/bin/cgi-bin -> wherever-is/cgi-bin

lnk home-otrs -> ~/html/otrs-web
lnk home-otrs/var/httpd/htdocs/css -> home-otrs/css
lnk home-otrs/var/httpd/htdocs/images -> home-otrs/images
lnk home-otrs/var/httpd/htdocs/js -> home-otrs/js
lnk home-otrs/var/httpd/htdocs/yui -> home-otrs/yui
cp home-otrs/Kernel/Config.pm.dist home-otrs/Kernel/Config.pm

edit home-otrs/Kernel/Config.pm - In line 62:

change:
$Self->{Home} = '/opt/otrs';

by:

$Self->{Home} = 'home-otrs';

Create the database and user database.

Edit Kernel/Config.pm:

# DatabaseHost
# (The database host.)
$Self->{'DatabaseHost'} = 'addr database-(usually localhost)';
# Database
# (The database name.)
$Self->{'Database'} = 'database-name';
# DatabaseUser
# (The database user.)
$Self->{'DatabaseUser'} = 'user-database-name';
# DatabasePw
# (The password of database user. You also can use bin/CryptPassword.pl
# for crypted passwords.)
$Self->{'DatabasePw'} = 'pass-user-database-name';

and forward in this file:

#  #
# data inserted by installer #
#  #
# $DIBI$


lo siguiente:

$Self->{'SystemID'} = 10;
$Self->{'SecureMode'} = 0;
$Self->{'Organization'} = '';
$Self->{'LogModule::LogFile'} = '~/otrs.log';
$Self->{'LogModule'} = 'Kernel::System::Log::SysLog';
$Self->{'FQDN'} = 'yourhost.example.com';
$Self->{'DefaultLanguage'} = 'es';
$Self->{'AdminEmail'} = 'ad...@example.com <%27ad...@example.com>';
$Self->{'DefaultCharset'} = 'utf-8';

(edit for your app!!) For now set $Self->{'SecureMode'} = 0

now execute installer.pl and use the user database created, don't create but
delete database, go back and create db
the installer breaks indicating that can't create the user (but the initial
data are inserted in database).

then edir Kernel/Config.pm and set $Self->{'SecureMode'} = 1;
an set permision to 0600

 end


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[otrs] v2.3.2 leading spaces in ticket field are not ignored.

[Sarah Baker]

OTRS V2.3.2
I'm not sure if this is true in all locations that you enter a ticket number, 
but
I'm always annoyed when I try and merge two tickets, copy the ticket number 
from another window
and paste it in to the merge ticket request window (invariably with leading 
spaces)
and then have it say permission denied simply because there were leading spaces 
in the ticket number.

It took me a bit to figure out that the error message had nothing to do with 
permissions
of the ticket I was trying to merge, but an permissions on a ticket with spaces 
in it.
Does 2.4 improve on this behavior?
-
Sarah Baker




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[otrs] Images shown inline rather than attachments

[Marretta, Rosanna]

Hi All,
 
Can somebody please guide me in the right direction.  I am trying to set
up my OTRS so that images are shown in the body of the email rather than
having them as attachments.
 
I have read the manual and the only place I can see that needs to be
changed is Core::Web::AttachmentDownloadType.  I have set this to
'inline', but my images are still coming in as attachments.
 
What else do I need to do please?
 
Thank you,
 
Rosanna 
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Re: [otrs] enable Master/Slave Ticket Feature

[Franz Esberger]

> Master/Slave is a function that is installed from the package repository.

gaaa! just had to choose the right Mirror and hit Refresh, THANKS for
that hint, maybe the Documentation could state that a _little_ more
clearer - okay, now the package is installed i'm able to set NEWly
created tickets to master, found no way to do that post creation?
Moreover, when trying to link a ticket to such a master ticket, note's
and closing events don't appear on the slave (ticket) - as we might have
expected?

So i cannot wait to see this thing in action in that video from you, so
i might see what i've done wrong.

regards,
ffe

Shawn Beasley schrieb:
> Hi,
>
>
> On 06.10.2009, at 13:34, Franz Esberger wrote:
>
>> Hi,
>>
>> i think there should be "new" Link Types (but i don't get them) in order
>> to link two existing Tickets that have some Context and should be
>> handled equally (Notes, Closing etc)
>>
>
> The short is, you have to mark a ticket as master, then tickets can be
> linked to this master during creation or afterward. Sorry, so short :(

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[otrs] Bug with AD and OTRS

[AXVill NetWizard]

Hi,

  I'am install and configure OTRS at my OpenSuSE 11.1 to use LDAP
(Windows 2003 Active Directory).
  Authenticate work, but if i look for all users (Search "*") i get
his names as "Кирилл".
  So OTRS don't understand russian text from AD.
  Help me please, how fix this?

  P. S. Sorry for bad English, i'am from Belarus.
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Re: [otrs] enable Master/Slave Ticket Feature

[Shawn Beasley]

Hi,


On 06.10.2009, at 13:34, Franz Esberger wrote:


Hi,

i think there should be "new" Link Types (but i don't get them) in  
order

to link two existing Tickets that have some Context and should be
handled equally (Notes, Closing etc)



The short is, you have to mark a ticket as master, then tickets can be  
linked to this master during creation or afterward. Sorry, so short :(





regards,
ffe




Hi,

might be a simple questions but i simply don't get it:

Where to enable the Master/Slave Ticket Feature ?

Whenever i'm trying to link a Ticket i have only the Types "normal",
"Parent" and "Child" available.




Master/Slave is a function that is installed from the package  
repository. I will try to do a video in the next couple of days.


--

Shawn Beasley
Senior Support Engineer

((otrs)) :: OTRS AG :: Europaring 4 :: D - 94315 Straubing
  Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18
   http://www.otrs.com/ :: Communication with success!


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Re: [otrs] Notifications contain Article content

[Misha]

Forgot to say I'm running 2.4.4 and it's about event-based notifications. 

Thank you! 

Misha 


- Original Message - 
From: "Misha"  
To: otrs@otrs.org 
Sent: Monday, October 5, 2009 12:41:07 PM GMT +01:00 Amsterdam / Berlin / Bern 
/ Rome / Stockholm / Vienna 
Subject: [otrs] Notifications contain Article content 

Hi, 

I've configured a notification to be sent to the customer when the state 
of the ticket changes to pending auto close+. The ticket changes to this 
state when an agent replies to a notification by e-mail. 

The thing is: When an agent replies to a notification, and so changes the 
ticket-state to auto-close+, the configured notification to the customer 
is beeing sent fine, but it contains the complete content of the e-mail 
sent by the agent. I didn't configure the notification to contain all 
that, but only to contain one fixed line of text. 

Why is the content of the message/article included in the notification and 
how can this be prevented? 

Thank you in advance! 

Regards, 
Misha 
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Re: [otrs] enable Master/Slave Ticket Feature

[Franz Esberger]

Hi,

i think there should be "new" Link Types (but i don't get them) in order
to link two existing Tickets that have some Context and should be
handled equally (Notes, Closing etc)

regards,
ffe

Marco Vannini schrieb:
> Hi,
> I've find hard it too. As I can see you could set master and slave during a
> creation of a new ticket or with a generic agent job
>
>
>
> On Tue, Oct 6, 2009 at 11:48 AM, Franz Esberger  wrote:
>
>   
>> Hi,
>>
>> might be a simple questions but i simply don't get it:
>>
>> Where to enable the Master/Slave Ticket Feature ?
>>
>> Whenever i'm trying to link a Ticket i have only the Types "normal",
>> "Parent" and "Child" available.
>>
>> Any hints ?
>>
>> cheers,
>> ffe
>>
>> -
>> OTRS mailing list: otrs - Webpage: http://otrs.org/
>> Archive: http://lists.otrs.org/pipermail/otrs
>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>>
>> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
>> http://www.otrs.com/en/support/enterprise-subscription/
>>
>> 
>
>   
> 
>
> -
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>
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Re: [otrs] customer ldap auth not working

[Franz Esberger]

Some more Details:

Without having applied any Changes if you create to User via the Admin
Interface it's been written correctly to the Database (.users)
and the new User is able to login.

Where to apply the fix in order to get the usual behaviour - when i user
try's to login there's been written a new entity to .users
automatically ?

As mentioned earlier, no Changes have been made to UserSyncLDAPMap, the
behaviour worked like a charm before upgrading.

cheers,
ffe

Franz Esberger schrieb:
> Hi,
>
> On 2.4.3 the very same problem, new users are not being added to the
> .users Table.
>
> Setup (and LDAP Sync) has worked like a charm before upgrading!
>
> I am not yet sure where to start fixing this, actually i think its a
> "bug" in Kernel/System/User/Preferences/DB.pm caused by the "new" bind
> Notations when handling dbobject ORM.
>
> before upgrading Kernel/System/User/Preferences/DB.pm (around #80):
>
> # insert new data
> if (!$Self->{DBObject}->Do(
> SQL => "INSERT INTO $Self->{PreferencesTable}
> ($Self->{PreferencesTableUserID}, ".
> " $Self->{PreferencesTableKey}, $Self->{PreferencesTableValue}) " .
> " VALUES ($Param{UserID}, '$Param{Key}', '$Param{Value}')",
> )) {
> $Self->{LogObject}->Log(
> Priority => 'error',
> Message => "Can't insert new $Self->{PreferencesTable}!",
> );
> return;
> }
>
> after upgrading Kernel/System/User/Preferences/DB.pm (around #80)
>
> # insert new data
> return $Self->{DBObject}->Do(
> SQL => "INSERT INTO $Self->{PreferencesTable}
> ($Self->{PreferencesTableUserID}, "
> . " $Self->{PreferencesTableKey}, $Self->{PreferencesTableValue}) "
> . " VALUES (?, ?, ?)",
> Bind => [ \$Param{UserID}, \$Param{Key}, \$Param{Value} ],
> );
>
>
> is that the correct place to start, and if so, should we replace all
> "Bind"s throughout the system or is there a (perl)package missing ?
>
> cheers,
> ffe
>
> Jefferson Davis schrieb:
>   
>> Once logged in as admin user I can query the ldap tree without difficulty.
>>
>> But customer users cannot login
>>
>> What am I missing?
>>
>> User record not being created at first login?  If so how do I correct this? 
>>   
>> 

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Re: [otrs] SpellCheck on 2.4.4

[Hiren Joshi]

No thoughts on this?




From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On
Behalf Of Hiren Joshi
Sent: 01 October 2009 14:54
To: User questions and discussions about OTRS.
Subject: [otrs] SpellCheck on 2.4.4


Hi,
 
I upgraded from 2.3.4 to 2.4.4, the config was such that an
agent couldn't send an email without spell checking it but it still
allowed the agent to send it out with unrecognised words (like names).
On 2.4.4, it forces the agent to spell check but doesn't allow the agent
to send the email unless all words comply.
 
Is this a bug or expected behaviour?
 
Thanks,
Josh.

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[otrs] Dual word searches

[Emily Flynn]

Hi,

Does anyone know how I can implement dual word searches within FAQ search?

Say for instance, someone wants to search for "phone list", and I have the 
words "phone" and "list" as the keywords of the article, the article will 
come up when either the words phone or list are used in the search, but 
not at the same time... so how can I implement dual word searches? Putting 
inverted commas around the two words doesn't work.

OTRS - 2.4.4
FAQ - 1.6.4

Thanks

Emily

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Re: [otrs] customer ldap auth not working

[Franz Esberger]

Hi,

On 2.4.3 the very same problem, new users are not being added to the
.users Table.

Setup (and LDAP Sync) has worked like a charm before upgrading!

I am not yet sure where to start fixing this, actually i think its a
"bug" in Kernel/System/User/Preferences/DB.pm caused by the "new" bind
Notations when handling dbobject ORM.

before upgrading Kernel/System/User/Preferences/DB.pm (around #80):

# insert new data
if (!$Self->{DBObject}->Do(
SQL => "INSERT INTO $Self->{PreferencesTable}
($Self->{PreferencesTableUserID}, ".
" $Self->{PreferencesTableKey}, $Self->{PreferencesTableValue}) " .
" VALUES ($Param{UserID}, '$Param{Key}', '$Param{Value}')",
)) {
$Self->{LogObject}->Log(
Priority => 'error',
Message => "Can't insert new $Self->{PreferencesTable}!",
);
return;
}

after upgrading Kernel/System/User/Preferences/DB.pm (around #80)

# insert new data
return $Self->{DBObject}->Do(
SQL => "INSERT INTO $Self->{PreferencesTable}
($Self->{PreferencesTableUserID}, "
. " $Self->{PreferencesTableKey}, $Self->{PreferencesTableValue}) "
. " VALUES (?, ?, ?)",
Bind => [ \$Param{UserID}, \$Param{Key}, \$Param{Value} ],
);


is that the correct place to start, and if so, should we replace all
"Bind"s throughout the system or is there a (perl)package missing ?

cheers,
ffe

Jefferson Davis schrieb:
> Once logged in as admin user I can query the ldap tree without difficulty.
>
> But customer users cannot login
>
> What am I missing?
>
> User record not being created at first login?  If so how do I correct this? 
>   

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Re: [otrs] enable Master/Slave Ticket Feature

[Marco Vannini]

Hi,
I've find hard it too. As I can see you could set master and slave during a
creation of a new ticket or with a generic agent job



On Tue, Oct 6, 2009 at 11:48 AM, Franz Esberger  wrote:

> Hi,
>
> might be a simple questions but i simply don't get it:
>
> Where to enable the Master/Slave Ticket Feature ?
>
> Whenever i'm trying to link a Ticket i have only the Types "normal",
> "Parent" and "Child" available.
>
> Any hints ?
>
> cheers,
> ffe
>
> -
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
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>
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[otrs] enable Master/Slave Ticket Feature

[Franz Esberger]

Hi,

might be a simple questions but i simply don't get it:

Where to enable the Master/Slave Ticket Feature ?

Whenever i'm trying to link a Ticket i have only the Types "normal",
"Parent" and "Child" available.

Any hints ?

cheers,
ffe

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[otrs] problem: no sla selecting service

[francesco.simon...@sesaspa.it]

Hi to all,
I would like to explain my problem with OTRS 2.4.4 and ITSM
1.3.1.
I make a new installation of OTRS 2.4.4 and ITSM 1.3.1, I
create service, sla associated to the service, customer user
and set default service.
Now I try to create a new e-mail ticket but wen I select the
service no sla is loaded. But if I create a phone ticket it
works, the slas are loaded.
If in email ticket i create the ticket without the sla (I
can't select it!) and then I modify the itsm fields in
ITSM-fields page i found the right slas.

I have this problem even with OTRS 2.4.3 new installation
and also after a migration from otrs 2.3.4 and itsm 1.2.3.

What is wrong??

Any help is appreciate.
Regards.
Francesco.
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Re: [otrs] What does pink color indicate?

[Mayk Backus]

Hello Ken,

the background indicates priority of a ticket. Pink = high and red = 
verry high.  Priority indications you can define yourself in the admin 
panel.


Regards,

Mayk


Anderson, Ken wrote:


What does the pink background on various tickets indicate?

 


Thanks,

-Ken

 


*Ken Anderson*

*Senior Systems Consultant*

 


*OA Solutions*

*Victoria*Vancouver*Edmonton*

*tel. (250) 385-4333 x219*

*fax. (250) 483-3380*

*ken.ander...@oasolutions.ca* 

*www.oasolutions.ca* 

 

*/Please note that effective October 1, 2009 OA Solutions' Victoria 
Office has moved. Our new address is:/*


*/200 - 702 Fort Street/*

*/Victoria, BC  V8W 1H2/*

 




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A core dump is your computer's way of saying "Here's what's on my mind, what's on 
yours?"

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