[otrs] Login Issue
Hi all, I've just upgraded our OTRS install from 2.3 to 2.4.5. I'm using the otrs4win installer. I followed the upgrade guide at http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=351 and everything seemed fine up until I try to login to the upgraded system which doesn't seem to be working. If I enter incorrect login details then the system responds with the appropriate message. If I enter correct details the system just hangs. If I look in the OTRS log file then I see the following line: "[Fri Dec 4 17:31:57 2009][Notice][Kernel::System::Auth::DB::Auth] User: jwilson authentication ok (REMOTE_ADDR: 10.11.17.145).". In the Apache error log there are a couple of errors but nothing helpful for me: " Use of uninitialized value $_ in -d at C:/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083., referer: http://otrs/otrs/index.pl"; "Premature end of script headers: index.pl" Both of these lines appear several times. I've done the data import steps in the upgrade guide and I can see my users in the users table in the DB and the login does seem to be successful, it's just trying to load the next page that's causing the problem. The only thing I can think of is that the system is redirecting to the wrong page after login. This might be off the mark but we used to access the old 2.3 system through http://otrs but the new system is only accessible through http://otrs/otrs/. OTRS is the server name. Any suggestions to get this working again would be most gratefully received! James - OTRS 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/
Re: [otrs] Ticket Zoom logging
Thank you for your comments. I'll review them with the rest of my team. == Brian Lang - IT Department Sovereign Management Group Inc. proudly serving Pacific Group of Companies / Pacific Customs Brokers / Pacific Overseas Forwarding / The Derby Bar and Grill bl...@smgi.ca | Office: 604.538.1566 x2905 == Please consider the environment before printing this e-mail On 2009-12-03, at 11:55 PM, Michiel Beijen wrote: > Hi Brian, > > Of course this is possible... it would need a little configuration though. > I have a couple of concerns though: > > 1. People will also just open tickets to select the right ticket.. I > don't really know what you'd want to do with the data you gather, but > I doubt they would be good for statistics or so. > 2. It will generate a large amount of ticket history data. > 3. information of the ticket is also displayed in the QueueView, > StatusView etc; you might want to remove the "Preview" mode in this > case. > 4. It is not a configuration option, mainly due to points 1...3 above; > you'd need to do a small development for this. > > ((enjoy)) > - > Michiel Beijen > R&D > > OTRS AG > Norsk-Data-Str 1. > 61352 Bad Homburg > Germany > > T: +31 (0) 6457 42418 > F: +49 (0) 9421 56818-18 > I: http://www.otrs.com/ > > Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial > register: 10751, Tax ID: 003 240 > 97505 Chairman of the Board: Burchard Steinbild, Managing Board: André > Mindermann (CEO), Martin Edenhofer > > CU@ CeBIT 2010 in Hannover (Germany) and get to know more about OTRS > at booth no. C37, in hall 2 from March 2-6, 2010! http://bit.ly/7uyQf > > > > On Wed, Dec 2, 2009 at 4:57 PM, Brian Lang wrote: >> >> Is there a way to log in the History when Agents Zoom tickets? I need to >> track all views of a ticket. >> == >> Brian Lang - IT Department >> Sovereign Management Group Inc. proudly serving >> Pacific Group of Companies / Pacific Customs Brokers / Pacific Overseas >> Forwarding / The Derby Bar and Grill >> bl...@smgi.ca | Office: 604.538.1566 x2905 >> == >> Please consider the environment before printing this e-mail >> >> - >> OTRS 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/ > - > OTRS 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/ - OTRS 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/
[otrs] Ticket State and Notification Issue
Hello list,
We use OTRS 2.3.4 for about one year and the software is just doing right! It
meets easily our needs.
But we realized a small detail and we are trying to solve it. The issue is: the
notifications to agents and customers, when we add a new note, are triggered in
different moments. Agent notifications are being sent before StateSet
(Kernel::System::Ticket->StateSet) and Customer notifications after StateSet.
The result is that in the email notification where we have a state tag
"", this tag is replaced with the new (and correct state)
for the customer and the old (and wrong) for the agents (since the agents
notifications are sent before StateSet). So, the same event triggers
notifications with different status to each "actor" of the system
(agents/customers).
We realized this by putting some debug messages on some points of the
code...So, when we add a new note, the flow is like:
AgentTicketNote::Run: Ticket: - State: - Article: - ArticleType: -
Notification:
Article::ArticleCreate: Ticket: 127 - State: 4 - Article: 1431 - ArticleType:
10 - Notification:
Article::SendAgentNotification: Ticket: 127 - State: 4 - Article: 1431 -
ArticleType: 10 - Notification: AddNote
Article::SendAgentNotification: Ticket: 127 - State: 4 - Article: 1431 -
ArticleType: 10 - Notification: AddNote
Ticket::StateSet: Ticket: 127 - State: 4 - Article: - ArticleType: 10 -
Notification:
Article::SendCustomerNotification: Ticket: 127 - State: 11 - Article: 1431 -
ArticleType: 10 - Notification: StateUpdate
Trying to workaround this issue, we commented out the notification sendings at
Kernel::System::Article->ArticleCreate and moved them to an specific point at
Kernel::Modules::AgentTicketNote->Run that is after the call to StateSet. The
problem is that we are not being able to call SendAgentNotification from this
module file even through the {TicketObject}. I understand that this method
(SendAgentNotification) is owned by Kernel::System::Ticket::Article and we
should have an {ArticleObject} to use but we don´t. Strange is that at
Kernel::System::GenericAgent:: NotifyAgentGroupOfCustomQueue, for example, it
calls that same method (call as "$Self->{TicketObject}->SendAgentNotification")
and it does not have an ArticleObject also, just a TicketObject like at
AgentTicketNote.
Do anybody knows how to workaround this? Since Articles are part of a Ticket,
is there a way from the TicketObject to retrieve all articles or a specific
one, or a way to call SendAgentNotification?
Thanks you all for the help and the great software.
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[otrs] Raw queue ticket generation stopping
Hi All I have just installed OTRS 2.4.5 on windows machine and did basic configuration. A ticket is generated automatically when new mail is received in RAW .Can I stop this and create a ticket only when when moved to a specifc queue (Eg Queue which i created Active calls) 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] integration inventory -> really useful and secure ???
Hi Michiel, On 04.12.2009, at 08:58, Michiel Beijen wrote: > Oh yeah, that would be good! I partially agree. The CI Database shouldn't be changed automatically in an controlled environment. Other wise the Configuration Management, Change Management and other processes rely on the correctness of automated changes in the CI Database which I do not recommend > I guess there is no tool out there currently that 'natively' > integrates with OTRS. We do have customers that create .csv files from > different discovery tools, and that are imported via a cron job every > x hours. And in most cases these CSV files have to be validated by Configuration Management processes. Just to draw a line, a automated import should always be organized outside OTRS as it is currently! Other formats for the im-/exports are welcome of course ;-) Also some predefined Import-APIs for most common tools like "Whatsup", "Spider", "IMSware", etc ... are pretty usefull and welcome. Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net https://webint.cryptonode.de / a Fractal project - OTRS 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/
Re: [otrs] How to use the [ Customer Company ] feature
Hi All, Can anyone react on the last question from Stein. I'm also quite new in OTRS and setting up the system. I have a customer with 300 persons per location. All 300 can call and open a ticket at our company. I just want to create a ticket and connect it to a customer (READ COMPANY) and is the user exists in our DB dan select the customer who is call me and otherwise just write a telephone number and name in the customer field. without creating a customer for the person. I don't want to have all 300 employees of my customer in my database and just want to connect the tickets to a company and report to the company which requests we received in X period Anyone how this can be done? Thanks! Best, Dave On 1 dec 2009, at 20:06, Stein Erik Berget wrote: > On Tue, 01 Dec 2009 19:38:00 +0100, Leonardo Certuche > wrote: > >> Hi, > > Thank you for your answer! > >> Customers Users and Customer Company are related in the following way: >> >> When you create a Customer User, there is a field called CustomerID. >> There >> you must write a name of the company where he belongs. When you create a >> Customer Company, there is a field also called CustomerID, if you write >> there the same name you wrote when creating the Customer User, then that >> Customer User will be associated with the Customer Company created. > > So basically there is no difference in this feature than it was in the > 2.0.4 release. A bit disappointing, but I guess that's life :-) I was > hoping on a easier way, some sort of '[ Customer <-> Company ]' menu point. > > But is there really a advantage of doing the 'Company' thingy? I would > also expect to be able to set 'services' and 'SLA' on a 'Company' and not > on a 'Customer'. I also find 'Customer' a bit confusing. As I deal with > Customers as a Company, and their employees. In our setup we have between > 1 and 20 'Customers' for each 'Company', and I would like to mange them as > a group namely 'Company'. > > What do the rest of the community do for a set-up like this? > > -- > Stein Erik > - > OTRS 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/ > - OTRS 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/
Re: [otrs] HelloWorld setup question - RESOLVED
First, let me say thank you to Nils for taking the time to answer my questions and stick with the process to the end. What we finally figured out is that if you create a new module, it requires separate configuration files for both Agents and Customers. We had been trying to reference the Agent files from the Customer interface, which apparently isn't allowed. In our case, we created a TicketTemplate.pm, TicketTemplate.xml, AgentTicketTemplate.pm, AgentTicketTemplate.dtl, CustomerTicketTemplate.pm, and CustomerTicketTemplate.dtl. I don't know if that is the optimal way to get this done, but it does work. Be sure and set all file rights and file ownership to match the other files in the appropriate directories. Again, thanks to Nils and everyone who helped answer questions. Patrick Dillon Manager, IT Shared Services Aleris International Inc. From: Nils Leideck - ITSM To: "User questions and discussions about OTRS." Date: 12/03/2009 04:22 PM Subject:Re: [otrs] HelloWorld setup question Sent by:otrs-boun...@otrs.org On 03.12.2009, at 14:52, patrick.dil...@aleris.com wrote: Are there other permissions, possibly within otrs, that I need to check? try /opt/otrs/bin/SetPermissions.sh /opt/otrs/ otrs www-data www-data www-data (works like this for DEBIAN, check your otrs and webserver user names !!) Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net https://webint.cryptonode.de / a Fractal project - OTRS 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/ - OTRS 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/
Re: [otrs] filtering spam
Sorry if I've missed something on this, but are these spam messages from external sources? If so, wouldn't it be more suitable to look at stopping them at your perimeter? I can readily recommend mailcleaner (www.mailcleaner.org) a free, open-source, Linux-based anti spam/antivirus mail gateway. -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of James Morgan Sent: 03 December 2009 22:37 To: User questions and discussions about OTRS. Subject: Re: [otrs] filtering spam Out of interest, at what stage of the process do they become question marks? Does the MTA see them as question marks, or characters in a different character set? If so, wouldn't this make filtering for question marks before they hit PostMaster difficult? Maybe a workaround would be to filter out all messages that aren't in the supported character set? -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Alexander Halle Sent: Thursday, 3 December 2009 4:56 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] filtering spam Mercator GmbH wrote : [...] > When I put just question marks in it, I think these are placeholders > for other letters. Or not? > > Nobody could explain me how to do this with the generic agent... [...] Hello Marc, I don't think that you can solve the problem within OTRS, but with a shell script. To call it use the corresponding option in the GenericAgent or let it process your emails and set an email flag to filter the mails with the PostMaster Filter. In the shell script you could use grep to search for multiple series of question marks which should differentiate your spam mails from user mails with normal usage of question marks. Regards Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de - OTRS 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/ - OTRS 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/ Disclaimer added by CodeTwo Exchange Rules 2007 http://www.codetwo.com One Call Insurance Services Ltd - Registered Office 88-90 St Sepulchre Gate, Doncaster. DN1 1SD. Registered in England No 04693136 Telephone: 0871 282 Fax: 01302 321191 Authorised and regulated by the Financial Services Authority for general insurance business. You can check this by visiting the FSA website at www.fsa.gov.uk/register Our FSA firm reference number is 302961 for important information about the company please refer to www.onecalldirect.co.uk Confidentiality Notice This electronic transmission (and/or documents accompanying it) may contain confidential information belonging to the sender. The information is intended only for the use of the individual or entity named as the recipient. If you are not the intended recipient you are hereby notified that disclosure, copying, distribution or the taking of any action in reliance of the contents of this information is unauthorised and strictly prohibited. In this instant, please therefore destroy the same and notify the sender immediately. E-mail communications cannot be guaranteed to be secure or error free. Anyone who communicates with us by email is taken to accept these risks. - OTRS 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/
Re: [otrs] LDAP Intregration
Hi Michael - apologies for missing this.
I would just recommend something that says you can use the base DN and search
from there, e.g. dc=domain, dc=com rather than needing to go down to an
individual container or group.
For us in particular, we're currently using OTRS in-house and all of our users
are dotted around different containers, with our IT team in a specific one so
it was much easier to use the base for testing and then move the admins to use
their own container.
My main point though is it would have been nice to know that I could just use
the base from the start of my testing :)
Thanks for the help and great product.
-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Michiel
Beijen
Sent: 30 November 2009 15:38
To: User questions and discussions about OTRS.
Subject: Re: [otrs] LDAP Intregration
Hi Tony,
Can you suggest an improvement for the text itself? I'd be more than happy to
incorporate it in the docs.
((enjoy))
-
Michiel Beijen
R&D
OTRS AG
Norsk-Data-Str 1.
61352 Bad Homburg
Germany
T: +31 (0) 6457 42418
F: +49 (0) 9421 56818-18
I: http://www.otrs.com/
Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial
register: 10751, Tax ID: 003 240
97505 Chairman of the Board: Burchard Steinbild, Managing Board: André
Mindermann (CEO), Martin Edenhofer
CU@ CeBIT 2010 in Hannover (Germany) and get to know more about OTRS at booth
no. C37, in hall 2 from March 2-6, 2010! http://bit.ly/7uyQfY
On Mon, Nov 30, 2009 at 10:38 AM, Tony Johncock
wrote:
> Glad to help - I had many problems with LDAP just like you until I worked out
> that OTRS can search from the base DN.
>
> Not criticism in any way but perhaps the documentation could be made a little
> clearer on OTRS's abilities in this? I would suggest it's far more powerful
> and versatile than the docs give the impression of being.
>
>
> -Original Message-
> From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf
> Of Mohamed Zakaria
> Sent: 30 November 2009 02:21
> To: User questions and discussions about OTRS.
> Subject: Re: [otrs] LDAP Intregration
>
> Dear Tony,
>
> Thanks, That did the trick.
>
> Regards,
> Zak
>
> -Original Message-
> From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf
> Of Tony Johncock
> Sent: Wednesday, November 25, 2009 4:10 PM
> To: User questions and discussions about OTRS.
> Subject: Re: [otrs] LDAP Intregration
>
> As a test, the way I got ours to work was to use the base DN everywhere
> (dc=domain, dc=local).
>
> Once that bit works, you can then start to drill down to the relevant OU's.
>
> -Original Message-
> From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf
> Of Markus Nagel
> Sent: 25 November 2009 06:35
> To: otrs@otrs.org
> Subject: Re: [otrs] LDAP Intregration
>
> Dear Zak,
> you need to replace it everywhere it occurs, i.e.:
>
> $Self->{'Customer::AuthModule::LDAP::BaseDN'} =
> 'cn=Users,dc=abc,dc=com';
>
> Hth
>
> Markus Nagel
>
> Mohamed Zakaria schrieb:
>> Dear Mr Markus,
>>
>> Thank you for your suggestion. I tried to change it to
>> "cn=otrs,cn=Users,dc=abc,dc=com". But still have the same error.
>>
>> Regards,
>> Zak
>>
>> -Original Message-
>> From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf
>> Of Markus Nagel
>> Sent: Wednesday, November 25, 2009 12:42 AM
>> To: otrs@otrs.org
>> Subject: Re: [otrs] LDAP Intregration
>>
>> Hi Mohamed,
>> a.f.a.i.k. the path to the default container "Users" is not
>> "ou=Users,dc=some,dc=domain", but "cn=Users,dc=some,dc=domain".
>> You can check this by searching for a user with the following command:
>> dsquery user -name someusername
>> where "someusername" is a user in the container Users or one of its
>> subcontainers.
>> Could this be the simple reason for your problem.
>>
>> Regards Markus
>>
>> Mohamed Zakaria schrieb:
>>> Hi,
>>>
>>>
>>>
>>> I am not able to intergrate my current AD to the otrs system. The
>>> system log shows this message:
>>>
>>> Tue Nov 24 17:03:25 2009 error OTRS-CGI-10
>>> First bind failed! 80090308: LdapErr: DSID-0C090334, comment:
>>> AcceptSecurityContext error, data 525, vece
>>>
>>>
>>>
>>> This is my config.pm the portion that is above "End of own config".
>>> Can anyone help me with this? Thanks.
>>>
>>>
>>>
>>> #Start of LDAP
>>>
>>> #Enable LDAP authentication for Customers / Users
>>>
>>> $Self->{'Customer::AuthModule'} =
>>> 'Kernel::System::CustomerAuth::LDAP';
>>>
>>> $Self->{'Customer::AuthModule::LDAP::Host'} = '10.200.1.1';
>>>
>>> $Self->{'Customer::AuthModule::LDAP::BaseDN'} =
>>> 'ou=Users,dc=abc,dc=com';
>>>
>>> $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName';
>>>
>>>
>>>
>>> #The following is valid but would only be necessary if the
>>>
>>> #anonymous user do NOT have permission to read from the LDAP tree
>>>
>>> $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'otrs';
>>>
>>> $Se
