[otrs] Automatic listing of customer data

[Paddy]

Hello,

I've configured otrs to use ldap to query AD for
customer data.  If I login to otrs as an agent and
click on the Customer link at the top of the page it
takes me to the customer section but I don't see any
customers listed.  If I simply add an asterisk '*' in
the "Search for" field and search on that it returns
all entries from the base DN that I specified.

So my question is; Is that the way it works?  Or
should it query AD when I click on the Customer page
automatically and show me everything without having to
perform a wildcard search?

Please see below for the customer data portion of my
Config.pm:

# Customer Data settings
#
 #
$Self->{CustomerUser} = {
  Name => 'LDAP Backend',
  Module => 'Kernel::System::CustomerUser::LDAP',
  Params => {
Host => 'test.domain.com',
BaseDN => 'ou=Users,ou=Test,dc=test,dc=com',
SSCOPE => 'sub',
UserDN =>
'cn=otrs,ou=Users,ou=Test,dc=test,dc=com',
UserPw => 'pass',
AlwaysFilter => '',
Params => {
port => 389, timeout => 120,
async => 0, version => 3,
},
},
CustomerKey => 'sAMAccountName',
CustomerID => 'mail',
CustomerUserListFields => ['sAMAccountName', 'cn',
'mail'],
CustomerUserSearchFields => ['sAMAccountName',
'cn', 'mail'],
CustomerUserSearchPrefix => '',
CustomerUserSearchSuffix => '*',
CustomerUserSearchListLimit => 250,
 Map => [
['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' ],
],
};


Thanks!!


  

Be a better friend, newshound, and 
know-it-all with Yahoo! Mobile.  Try it now.  
http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ 

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[otrs] Customer Info clickable VNC

[Anders Schjelderup Lyng]

Is there a way for me to make a link in the Agent Frontend - Customer 
Info with information from my LDAP-server.
I have IP-information in my LDAP-server want to show the info on Agent 
Frontend - Customer Info and to make it prefix with "tn3270://" to use 
with VNC.


Anders S. Lyng
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RE: [otrs] pre-sales oriented

[Sune T. Tougaard]

This pretty much sums it up i think.
As mentioned earlier, i don't know much perl, html or javascript so the code
may (most likely) suck bigtime.
But it appears to work as i'd like it to.
 
I wanted to change as little of the original code as possible.
The only file that needs changing is
"/Kernel/Output/HTML//CustomerTicketMessage.dtl
"
 
My original plan was to put this in separate files, and then include them as
needed, with some check on the customers groups, so i could display
different forms for different customers, but i haven't gotten that far yet.
 
Here goes...
 
Add the following function to script area of the "CustomerTicketMessage.dtl"
file.
 
**
// Function to put form fields into the textarea body.
function replaceBody(theForm) {
var bodyContent = "";
var formElement = theForm.elements;
for(i=0; i$Text{"Text"}:

  $QData{"Body"}
**
 
Replace those with:
 
**
  
  Who are you?
  

  Name:
  


  Company:
  

**
 
And in the line:
 
**

**
 
Replace "submit_compose();" with "replaceBody(this.form);"
 
That should be it, more or less...
You can of course add other fields as necessary.
As long as the field names are prefixed with "CustForm_", the script should
be able to get the contents.
Dunno how it handles radio buttons, checkboxes, dropdown selects and that
kind of stuff, though.
 
You are of course doing this at your own "risk", even though it should be
pretty harmless. :-)
 
I'm runnin otrs 2.2.4 on windows, by the way. Shouldn't matter much, though.
 
Hope that helps.

-- 
/Sune 

 


  _  

From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Miguel Dias
Sent: 29. januar 2008 18:34
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] pre-sales oriented


Ok thank you


2008/1/29, Sune T. Tougaard <[EMAIL PROTECTED]
 >: 

I've (almost) made a simple (maybe too simple) html forms based interface
for the customer interface, instead of the textarea.
 
Been looking a bit into a few wysiwyg editors to replace the textarea, and
the way most of them are implemented, gave me the idea to just make the
textarea "Body" a hidden input type, and then just filling that hidden input
with the contents of the form on submit.
 
Client-side and relies on javascript, but i think that the standard
interface also is (please correct me if i'm wrong).
 
The ticket ends up looking as a plain-text ticket, but that doesn't matter,
as long as the input-phase is appealing to the customer.
 
Don't know much html, perl or javascript, but still i managed to do it, so
almost anyone should be able to.
 
I can share, if you like, but i'd like to clean it up a bit first... ;-)

-- 
/Sune 

 

  _  

From: [EMAIL PROTECTED] 
[mailto:[EMAIL PROTECTED]  ] On Behalf Of
Miguel Dias
Sent: 29. januar 2008 16:27
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] pre-sales oriented



Ok,
And there is any way to have one template that can be charged on new ticked
for example:
Name:
Company:
Machine:___
Serial number:___

I'm trying to implement OTRS to my company, and I would like to make it so
customized as possible.
Best Regards.


2008/1/29, Nils Breunese (Lemonbit) <[EMAIL PROTECTED]
 >: 

Miguel Dias wrote:

> I have read in the offical site that the OTRS was pre-sales oriented
> can some one tell me how.

The site says: "The system is built to allow your support, sales, pre-
sales, billing, internal IT, helpdesk, etc. department to react
quickly to inbound inquiries." OTRS is not specifically targeted at
pre-sales, that's just an example of what you can use it for.

> And if there is any template that I can use for ticket instead of
> plain text

I don't believe OTRS supports HTML mail out of the box.

Nils Breunese.
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Re: [otrs] pre-sales oriented

[Miguel Dias]

Ok thank you

2008/1/29, Sune T. Tougaard <[EMAIL PROTECTED]>:
>
>  I've (almost) made a simple (maybe too simple) html forms based interface
> for the customer interface, instead of the textarea.
>
> Been looking a bit into a few wysiwyg editors to replace the textarea, and
> the way most of them are implemented, gave me the idea to just make the
> textarea "Body" a hidden input type, and then just filling that hidden input
> with the contents of the form on submit.
>
> Client-side and relies on javascript, but i think that the standard
> interface also is (please correct me if i'm wrong).
>
> The ticket ends up looking as a plain-text ticket, but that doesn't
> matter, as long as the input-phase is appealing to the customer.
>
> Don't know much html, perl or javascript, but still i managed to do it, so
> almost anyone should be able to.
>
> I can share, if you like, but i'd like to clean it up a bit first... ;-)
>
> --
> /Sune
>
>
>  --
> *From:* [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] *On Behalf Of
> *Miguel Dias
> *Sent:* 29. januar 2008 16:27
> *To:* User questions and discussions about OTRS.org
> *Subject:* Re: [otrs] pre-sales oriented
>
> Ok,
> And there is any way to have one template that can be charged on new
> ticked for example:
> Name:
> Company:
> Machine:___
> Serial number:___
>
> I'm trying to implement OTRS to my company, and I would like to make it so
> customized as possible.
> Best Regards.
>
> 2008/1/29, Nils Breunese (Lemonbit) <[EMAIL PROTECTED]>:
> >
> > Miguel Dias wrote:
> >
> > > I have read in the offical site that the OTRS was pre-sales oriented
> > > can some one tell me how.
> >
> > The site says: "The system is built to allow your support, sales, pre-
> > sales, billing, internal IT, helpdesk, etc. department to react
> > quickly to inbound inquiries." OTRS is not specifically targeted at
> > pre-sales, that's just an example of what you can use it for.
> >
> > > And if there is any template that I can use for ticket instead of
> > > plain text
> >
> > I don't believe OTRS supports HTML mail out of the box.
> >
> > 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
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> > => http://www.otrs.com/
> >
>
>
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RE: [otrs] pre-sales oriented

[Sune T. Tougaard]

I've (almost) made a simple (maybe too simple) html forms based interface
for the customer interface, instead of the textarea.
 
Been looking a bit into a few wysiwyg editors to replace the textarea, and
the way most of them are implemented, gave me the idea to just make the
textarea "Body" a hidden input type, and then just filling that hidden input
with the contents of the form on submit.
 
Client-side and relies on javascript, but i think that the standard
interface also is (please correct me if i'm wrong).
 
The ticket ends up looking as a plain-text ticket, but that doesn't matter,
as long as the input-phase is appealing to the customer.
 
Don't know much html, perl or javascript, but still i managed to do it, so
almost anyone should be able to.
 
I can share, if you like, but i'd like to clean it up a bit first... ;-)

-- 
/Sune 

 

  _  

From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Miguel Dias
Sent: 29. januar 2008 16:27
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] pre-sales oriented


Ok,
And there is any way to have one template that can be charged on new ticked
for example:
Name:
Company:
Machine:___
Serial number:___

I'm trying to implement OTRS to my company, and I would like to make it so
customized as possible.
Best Regards.


2008/1/29, Nils Breunese (Lemonbit) <[EMAIL PROTECTED]
 >: 

Miguel Dias wrote:

> I have read in the offical site that the OTRS was pre-sales oriented
> can some one tell me how.

The site says: "The system is built to allow your support, sales, pre-
sales, billing, internal IT, helpdesk, etc. department to react
quickly to inbound inquiries." OTRS is not specifically targeted at
pre-sales, that's just an example of what you can use it for.

> And if there is any template that I can use for ticket instead of
> plain text

I don't believe OTRS supports HTML mail out of the box.

Nils Breunese.
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Re: [otrs] pre-sales oriented

[Miguel Dias]

Ok,
And there is any way to have one template that can be charged on new ticked
for example:
Name:
Company:
Machine:___
Serial number:___

I'm trying to implement OTRS to my company, and I would like to make it so
customized as possible.
Best Regards.

2008/1/29, Nils Breunese (Lemonbit) <[EMAIL PROTECTED]>:
>
> Miguel Dias wrote:
>
> > I have read in the offical site that the OTRS was pre-sales oriented
> > can some one tell me how.
>
> The site says: "The system is built to allow your support, sales, pre-
> sales, billing, internal IT, helpdesk, etc. department to react
> quickly to inbound inquiries." OTRS is not specifically targeted at
> pre-sales, that's just an example of what you can use it for.
>
> > And if there is any template that I can use for ticket instead of
> > plain text
>
> I don't believe OTRS supports HTML mail out of the box.
>
> Nils Breunese.
> ___
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> => http://www.otrs.com/
>
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Re: [otrs] pre-sales oriented

[Nils Breunese (Lemonbit)]

Miguel Dias wrote:

I have read in the offical site that the OTRS was pre-sales oriented  
can some one tell me how.


The site says: "The system is built to allow your support, sales, pre- 
sales, billing, internal IT, helpdesk, etc. department to react  
quickly to inbound inquiries." OTRS is not specifically targeted at  
pre-sales, that's just an example of what you can use it for.


And if there is any template that I can use for ticket instead of  
plain text


I don't believe OTRS supports HTML mail out of the box.

Nils Breunese.
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[otrs] pre-sales oriented

[Miguel Dias]

Hi all,
I have read in the offical site that the OTRS was pre-sales oriented can
some one tell me how.
And if there is any template that I can use for ticket instead of plain text
Best Regards
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RE: [otrs] How to open previously closed ticket ??

[Obee, Daniel]

Easiest way would be to use the 'Freetext' option. In contrary to notes
etc. this doesn't add an additional article to the ticket.

Greetz,
Daniel


-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Nils Breunese (Lemonbit)
Sent: Dienstag, 29. Januar 2008 14:43
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] How to open previously closed ticket ??

Jaroslaw Czarniak wrote:

> Probably it's a very simple question but I can't find it anywhere.
> How to open previously closed ticket ??

Add a note and set the state to something else than closed.

Nils Breunese.
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Re: [otrs] How to open previously closed ticket ??

[Nils Breunese (Lemonbit)]

Jaroslaw Czarniak wrote:


Probably it's a very simple question but I can't find it anywhere.
How to open previously closed ticket ??


Add a note and set the state to something else than closed.

Nils Breunese.
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[otrs] How to open previously closed ticket ??

[Jaroslaw Czarniak]

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


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Re: [otrs] Clarification on LDAP authentication.

[Shawn Beasley]

Lars Jørgensen schrieb:

-Original Message-
From: Lars Jørgensen 
Sent: Tuesday, January 29, 2008 6:38 AM

Subject: RE: [otrs] Clarification on LDAP authentication.



Am I the only one caught in a mail loop? These last few days I've seen a lot of 
messages reappear that where originally sent many days ago.


  

I have seen this too, we will look into it.

Greetz,

--
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((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
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[otrs] RE: Problem with otrs postmaster filter

[Guyard Marc]

Hi,

Someone can help me please ?

 



De : Guyard Marc 
Envoyé : jeudi 24 janvier 2008 12:35
À : 'otrs@otrs.org'
Objet : Problem with otrs postmaster filter

 

HI,

 

I test a implementation of otrs in my services.

I want to test the OTRS Postmaster filter. For exemple, i want to add a rules 
who add the X-OTRS-ArticleType and set to email-internal when the email come 
from a internal email

 

I've configured the postmaster filter like that :

**

Filter Name : Filtre interne

Match

Header 1 => From  Value => EMAILADDRESS:[EMAIL PROTECTED]

Set

Hearder 1 => X-OTRS-ArticleType   Value => email-internal

***

 

In my otrs log i can see this when i send a email who match the postmaster 
filter rule :

***

[Thu Jan 24 11:19:03 
2008][Notice][Kernel::System::PostMaster::Filter::MatchDBSource::Run] Filter: 
'Filtre interne' Set param 'X-OTRS-ArticleType' to 'email-internal' 
(Message-ID: <[EMAIL PROTECTED]>)

***

I think this match when i see that :-(

 

But in my admin interface, when i look this case, the email is a email-external.

When i look the email via the admin interface in plain text, i don't see a 
X-OTRS-* header.

 

Can you help me please ?

Thanks by advance

 

Regards,

 

 

Marc GUYARD
Pôle Services Managés

tel. +33 1 30488296 
[EMAIL PROTECTED]  
OBIANE
9 parc ariane - bâtiment gaïa - 78284 guyancourt cedex
www.orange-business.com  

 

 

 

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[otrs] Clarification on LDAP authentication.

[Nielson, Adam]

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
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Re: [otrs] Zlib uncompress error

[Nils Breunese (Lemonbit)]

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.
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Re: [otrs] OTRS support for virtual sites

[Richard Hinkamp - BeSite]

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
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[otrs] Error creating new customer account

[Ceri]

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 [EMAIL PROTECTED] -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
[EMAIL PROTECTED]
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Re: [otrs] Clarification on LDAP authentication.

[Shawn Beasley]

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
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Vorstandsvorsitzender: André Mindermann


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Re: [otrs] Zlib uncompress error

[Jeff]

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,  
line 228.

Jeff

- Original Message - 
From: "Nils Breunese (Lemonbit)" <[EMAIL PROTECTED]>
To: "User questions and discussions about 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.
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> __ NOD32 2807 (20080119) Information __
>
> This message was checked by NOD32 antivirus system.
> http://www.eset.com
>
> 

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RE: [otrs] Clarification on LDAP authentication.

[Lars Jørgensen]

> 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
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[otrs] Zlib uncompress error

[Jeff]

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...




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[otrs] Clarification on LDAP authentication.

[Nielson, Adam]

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
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RE: [otrs] Clarification on LDAP authentication.

[Lars Monsees]

> Am I the only one caught in a mail loop? These last few days I've
> seen a lot of messages reappear that where originally sent many days
> ago.  

I noticed the same and the mail archive shows them, too.

Another Lars

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RE: [otrs] Clarification on LDAP authentication.

[Lars Jørgensen]

> -Original Message-
> From: Lars Jørgensen 
> Sent: Tuesday, January 29, 2008 6:38 AM
> Subject: RE: [otrs] Clarification on LDAP authentication.

Am I the only one caught in a mail loop? These last few days I've seen a lot of 
messages reappear that where originally sent many days ago.


-- 
Lars
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RE: [otrs] Setting Ticket's TextFrees and Priority from incoming email's header

[Obee, Daniel]

You might either try to set a PostmasterFilter according to the X-OTRS
Headers you set (same values) or check if the sender of your mails is
trusted.

OTRS lets you define 'trusted' mail addresses - OTRS headers of
different mail addresses are ignored. I think the default is 'trust
all', but I might be wrong here.

Greetz,
Daniel

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Alberto Benini
Sent: Montag, 28. Januar 2008 17:20
To: otrs@otrs.org
Subject: [otrs] Setting Ticket's TextFrees and Priority from incoming
email's header 

Hi all,
I want to set some values of TicketTextFrees and the priority with the
header of the incoming emails, but the created tickets have the priority
and the TicketTextFrees values not defined...

For Example the header of the email is:

X-OTRS-Priority: 2
X-OTRS-TicketKey1: TicketFreeText1
X-OTRS-TicketValue1: Product1
X-OTRS-TicketKey2: TicketFreeText2
X-OTRS-TicketValue2: Type1
X-OTRS-TicketKey3: TicketFreeText3
X-OTRS-TicketValue3: Component1

What is wrong?
I have to define a new filter in "PostMaster Filter"? How?

Can anyone help me?

Thanks in advance,
Alberto
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