Re: [otrs] Cookies in AuthModule

[Kristofer Pettijohn]

I looked into this, and it will not work. 

The mod_crowd module does not allow you to adjust the name of the cookie that 
is used (uses crowd.token_key instead of crowd_token_key). 

All I need to be able to do is set a cookie key directly from an authentication 
module. Is that not possible? 

- Original Message -

From: "Gerald Young"  
To: "User questions and discussions about OTRS."  
Sent: Tuesday, February 4, 2014 5:13:47 PM 
Subject: Re: [otrs] Cookies in AuthModule 

Don't overlook that OTRS has a LoginURL and a LogoutURL, (Core Framework 
Frontend::Customer and Frontend::Agent) which means what it says on the box.. 
Brand that to your heart's content or use Crowd or ... as you like it. 


On Tue, Feb 4, 2014 at 4:24 PM, Kristofer Pettijohn < kristo...@cybernetik.net 
> wrote: 



Thank you for your response. 

I wanted the OTRS login page so we could brand it. I am going to give 
HTTPBasicAuth + mod_crowd a try after hours when I can break things without 
getting spanked. 


From: "Gerald Young" < cryth...@gmail.com > 
To: "User questions and discussions about OTRS." < otrs@otrs.org > 
Sent: Tuesday, February 4, 2014 1:21:30 PM 
Subject: Re: [otrs] Cookies in AuthModule 


>From a search , the second entry I found (PDF, viewable through Google Cache) 
>indicates using HTTPBasicAuth should work . 
Your results may vary. 


On Tue, Feb 4, 2014 at 1:14 PM, Kristofer Pettijohn < kristo...@cybernetik.net 
> wrote: 



Hello, 

I want to create an AuthModule that authenticates against Atlassian Crowd so 
that we can utilize our internal SSO. 

The only requirement I am missing that I cannot seem to find is: can I get/set 
cookies from within an AuthModule? 

Crowd has a session cookie with a token value to verify a session, and 
likewise, if we authenticate the user inside of OTRS, we will need to set the 
cookie with the token value so that other applications can see it. 

Is this possible from within AuthModule? 

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Re: [otrs] Cookies in AuthModule

[Gerald Young]

Don't overlook that OTRS has a LoginURL and a LogoutURL, (Core Framework
Frontend::Customer and Frontend::Agent) which means what it says on the
box.. Brand that to your heart's content or use Crowd or ... as you like
it.


On Tue, Feb 4, 2014 at 4:24 PM, Kristofer Pettijohn <
kristo...@cybernetik.net> wrote:

> Thank you for your response.
>
> I wanted the OTRS login page so we could brand it.  I am going to give
> HTTPBasicAuth + mod_crowd a try after hours when I can break things without
> getting spanked.
>
> --
> *From: *"Gerald Young" 
> *To: *"User questions and discussions about OTRS." 
> *Sent: *Tuesday, February 4, 2014 1:21:30 PM
> *Subject: *Re: [otrs] Cookies in AuthModule
>
>
> From a search , the
> second entry I found (PDF, viewable through Google Cache) indicates using
> HTTPBasicAuth
>  should 
> work
> .
> Your results may vary.
>
>
> On Tue, Feb 4, 2014 at 1:14 PM, Kristofer Pettijohn <
> kristo...@cybernetik.net> wrote:
>
>> Hello,
>>
>> I want to create an AuthModule that authenticates against Atlassian Crowd
>> so that we can utilize our internal SSO.
>>
>> The only requirement I am missing that I cannot seem to find is: can I
>> get/set cookies from within an AuthModule?
>>
>> Crowd has a session cookie with a token value to verify a session, and
>> likewise, if we authenticate the user inside of OTRS, we will need to set
>> the cookie with the token value so that other applications can see it.
>>
>> Is this possible from within AuthModule?
>>
>> -
>> OTRS 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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>
>
> -
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[otrs] FWIW: New install of RPM on Centos 6

[David Boyes]

Following install of ITSM packages on RPM version of current release, Centos 6 
x86_64:

Forwarding for documentation purposes.


> One additional change was needed:
> 
> # cd /opt/otrs
> # bin/otrs.SetPermissions.pl --otrs-user=otrs --otrs-group=apache --web-
> user=apache --web-group=apache /opt/otrs
> 
> Also, their startup script is a little squirrely, and talks about the PID 
> being
> registered in the "database". That may be, but they also have a PID file in
> /opt/otrs/var/run/ that needs to be maintained.
> 
> Running
> 
>/opt/otrs/bin/otrs.Scheduler.pl -a stop --force
> 
> then manually using "ps" to verify it's really dead, seems to be a reliable 
> way
> of getting it to reset itself completely. If you run "service 
> otrs-scheduler-linux
> start" and get anything other than "Starting OTRS Scheduler [OK]" as a result,
> then it was *not* properly reset first.
> 
> This was working fine until I did the installation of ITSM module. I think 
> their
> package manager tried and failed to restart the scheduler and didn't recover
> gracefully afterward.
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Re: [otrs] Queue versus Subqueue versus All in one queue

[Marty Hillman]

Just how we are working it in our organization.

We considered having one user per queue, but since our practices are more 
geared toward teams, we opted for separate queues for those different 
processes.  It also allows for reporting on issue types.  For example, we have 
queues for Login and Access Rights, Printing, Phone/Fax Issues, etc.  Under the 
Websites queue, we created several sub-queues labeled by the particular web 
service (www.xxx.com, www.yyy.com, 
etc.) so that developers could track time spent for each separate business unit 
(each business unit has their own websites).

With the mechanism above, I can assign multiple agents per queue.  All agents 
are notified when a ticket arrives in their queue.  The first one to open it is 
assigned the ticket.  They can assign it to a different agent, but it is 
tracked that they saw the issue and passed on it.  This enables us to reliable 
monitor ticket flow and where we need to focus on training.

There is one major queue that overrides all others.  That queue is monitored by 
my Level I to Level III support team when time permits.  They perform triage on 
all tickets and assign them to the proper queues.  End users can also select 
their own queue, but they seldom go that extra step.

Hope this helps give you some ideas.

Marty

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Mike 
Morris
Sent: Tuesday, February 4, 2014 3:37 PM
To: otrs@otrs.org
Subject: Re: [otrs] Queue versus Subqueue versus All in one queue

> I am wondering if individuals possibly shouldn?t have queues, maybe queues
> are meant more for a process or a department. Any insight would be

My two cents worth:

OTRS (or any ticket system) exists to make our work more efficient, of course. 
So, IMHO, it should be configured to reflect your business processes. We have 
queues that correspond to major functions happening within the workflow.

The decision for me is what will minimize the amount of change (work) 
manipulating OTRS itself instead of doing the business work directly. Much of 
my input about that comes from the Agents themselves telling me what will make 
their life easier.





Mike Morris
The Music Place
1617 Willowhurst Avenue
San Jose, CA 95125
(408) 445-ARTS (2787)

Your Random Historical Quote:
I enter upon the discharge of the high duties which have been assigned 
me by
the people, again humbly supplicating that Divine Being who has watched 
over
and protected our beloved country from its infancy to the present hour 
to
continue His gracious benedictions upon us, that we may continue to be a
prosperous and happy people.
- James Knox Polk, Inaugural Address, March 4, 1845


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Re: [otrs] Queue versus Subqueue versus All in one queue

[Mike Morris]

> I am wondering if individuals possibly shouldn?t have queues, maybe queues
> are meant more for a process or a department. Any insight would be 

My two cents worth:

OTRS (or any ticket system) exists to make our work more efficient, of course. 
So, IMHO, it should be configured to reflect your business processes. We have 
queues that correspond to major functions happening within the workflow.

The decision for me is what will minimize the amount of change (work) 
manipulating OTRS itself instead of doing the business work directly. Much of 
my input about that comes from the Agents themselves telling me what will 
make their life easier.





Mike Morris
The Music Place
1617 Willowhurst Avenue
San Jose, CA 95125
(408) 445-ARTS (2787)

Your Random Historical Quote:
I enter upon the discharge of the high duties which have been assigned 
me 
by 
the people, again humbly supplicating that Divine Being who has watched 
over 
and protected our beloved country from its infancy to the present hour 
to 
continue His gracious benedictions upon us, that we may continue to be 
a 
prosperous and happy people.
- James Knox Polk, Inaugural Address, March 4, 1845


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Re: [otrs] Cookies in AuthModule

[Kristofer Pettijohn]

Thank you for your response. 

I wanted the OTRS login page so we could brand it. I am going to give 
HTTPBasicAuth + mod_crowd a try after hours when I can break things without 
getting spanked. 

- Original Message -

From: "Gerald Young"  
To: "User questions and discussions about OTRS."  
Sent: Tuesday, February 4, 2014 1:21:30 PM 
Subject: Re: [otrs] Cookies in AuthModule 

>From a search , the second entry I found (PDF, viewable through Google Cache) 
>indicates using HTTPBasicAuth should work . 
Your results may vary. 


On Tue, Feb 4, 2014 at 1:14 PM, Kristofer Pettijohn < kristo...@cybernetik.net 
> wrote: 



Hello, 

I want to create an AuthModule that authenticates against Atlassian Crowd so 
that we can utilize our internal SSO. 

The only requirement I am missing that I cannot seem to find is: can I get/set 
cookies from within an AuthModule? 

Crowd has a session cookie with a token value to verify a session, and 
likewise, if we authenticate the user inside of OTRS, we will need to set the 
cookie with the token value so that other applications can see it. 

Is this possible from within AuthModule? 

- 
OTRS 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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Re: [otrs] Cookies in AuthModule

[Gerald Young]

>From a search , the
second entry I found (PDF, viewable through Google Cache) indicates using
HTTPBasicAuth
 should 
work
.
Your results may vary.


On Tue, Feb 4, 2014 at 1:14 PM, Kristofer Pettijohn <
kristo...@cybernetik.net> wrote:

> Hello,
>
> I want to create an AuthModule that authenticates against Atlassian Crowd
> so that we can utilize our internal SSO.
>
> The only requirement I am missing that I cannot seem to find is: can I
> get/set cookies from within an AuthModule?
>
> Crowd has a session cookie with a token value to verify a session, and
> likewise, if we authenticate the user inside of OTRS, we will need to set
> the cookie with the token value so that other applications can see it.
>
> Is this possible from within AuthModule?
>
> -
> OTRS 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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[otrs] Cookies in AuthModule

[Kristofer Pettijohn]

Hello, 

I want to create an AuthModule that authenticates against Atlassian Crowd so 
that we can utilize our internal SSO. 

The only requirement I am missing that I cannot seem to find is: can I get/set 
cookies from within an AuthModule? 

Crowd has a session cookie with a token value to verify a session, and 
likewise, if we authenticate the user inside of OTRS, we will need to set the 
cookie with the token value so that other applications can see it. 

Is this possible from within AuthModule? 
-
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