Re: [otrs] Problem in creating event notification

[Marty Hillman]

Have you looked into using the GenericAgent to accomplish your goals?  I used 
it to filter any emails with specific words in them to a specific queue and 
automatically assign them to the agent that manages that queue.

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Jain, 
Saurabh
Sent: Monday, July 28, 2014 12:02 PM
To: otrs@otrs.org
Subject: [otrs] Problem in creating event notification

> Hi,
>
> Currently our OTRS setup is generating tickets based on incoming 
> emails. We want to add a notification to a particular email id e.g.
> gr...@abc.com in case email contains a particular text e.g. "device: 
> abc".
>
> To solve this, we configured a postmaster filter to read the email 
> body and set X-OTRS-header 'X-OTRS-CustomerNo' to 'abc'. Now, I want 
> to create a event notification for new tickets and use this 
> X-OTRS-header in ticket filters but don't see any option like that.
> Is this the right approach? If yes, how to create a event notification 
> on 'X-OTRS-CustomerNo'?
> Regards,
> Saurabh
>

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Re: [otrs] Odd one - Any performance inprovement by using mod_pagespeed?

[Marty Hillman]

I should have benchmarked it before and after, but it seems faster after 
clearing the OTRS cache (upgraded to 3.3.8) and installed FastCGI.  Of course 
this is not scientific at all because, again, I did not do any benchmarks.

One thing to note.  When I use the F12 developer tools, the pages are telling 
the browser to not cache previous pages.  This will impact performance, but 
from a functional standpoint it is the right thing to do.

My recommendation is for users to run the Support Assessment module on the 
admin page and see what tweaks can be done.  It does a really decent job at 
reporting on your system and telling you where improvements might be made.  For 
example, it checked the following on my web server.


 *   Check if the system uses Apache::DBI.
Apache::DBI

 *   OK Check if the system uses mod_deflate.
mod_deflate is enabled.

 *   OK Check if the system uses mod_headers.
mod_headers is enabled.

 *   OK Check if the system uses Apache::Reload/Apache2::Reload.
Apache2::Reload

 *   OK Display web server version.
You are running Apache/2.4.7 (Ubuntu).

 *   OK Check for CGI Accelerator.
mod_perl/2.0.8


From: Gerald Young [mailto:cryth...@gmail.com]
Sent: Tuesday, June 24, 2014 4:49 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Odd one - Any performance inprovement by using 
mod_pagespeed?

*ducking* because I'm not able to provide any experienced answer...

However, because of what it does, it's going to do it with what is served. 
(OTRS does caching/compressing of its javascript, et al) and my impression 
(without knowing much more than what's on the box) is that mod_pagespeed is 
going to rework *that* ... better.  (maybe. compression might not be useful, 
per the faq).

The FAQ<https://developers.google.com/speed/pagespeed/module/faq> seems to 
indicate ?ModPagespeed=off can toggle when it's running.

And, as per most of the times I stick my neck out and give an opinion, perhaps 
the only one who can determine that, for your environment, is you. Which isn't 
so bad. Maybe you could tell us your experience and be the one on the Internet 
to reference.

:)

On Tue, Jun 24, 2014 at 5:30 PM, Marty Hillman 
mailto:mhill...@equuscs.com>> wrote:
I have been noticing some performance lags lately and noticed my browser does 
not always download the most correct CS/JS files.  I was thinking about 
installing mod_pagespeed to trigger the browser to get those modifications.  
But I was curious as to whether anyone else has tried mod_pagespeed and whether 
it provided any performance improvements in OTRS.  I have a feeling the answer 
will be to add more memory/cpu, but every millisecond counts.  I was surprised 
to not find any information about the combo on a Google search.

Marty

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[otrs] Odd one - Any performance inprovement by using mod_pagespeed?

[Marty Hillman]

I have been noticing some performance lags lately and noticed my browser does 
not always download the most correct CS/JS files.  I was thinking about 
installing mod_pagespeed to trigger the browser to get those modifications.  
But I was curious as to whether anyone else has tried mod_pagespeed and whether 
it provided any performance improvements in OTRS.  I have a feeling the answer 
will be to add more memory/cpu, but every millisecond counts.  I was surprised 
to not find any information about the combo on a Google search.

Marty
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[otrs] Odd issue - "This item has no articles yet."

[Marty Hillman]

On three separate tickets opened this morning, clicking into them returns the 
message, "This item has no articles yet."  This occurred on tickets opened by 
two different users.  The only commonality is that they were all for the same 
sub-queue, so they were opened through the web interface.  (Emailed tickets hit 
a different master queue for manual distribution.)

Any thoughts on how to see the details that were entered for these tickets?

Marty Hillman - IT Manager of Network Infrastructure
[cid:image001.png@01CF75A2.72EBC700]



5801 Clearwater Drive, Minnetonka, MN 55343



P  612.617.4333  |  E mhill...@equuscs.com<mailto:mhill...@equuscs.com>



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Re: [otrs] SSO

[Marty Hillman]

Thanks Gerald.  I know you do always come through with help.  :)

I notice the link you provided uses RADIUS for authentication instead of the 
others I pointed to that use Kerberos.  Would you say that this is a simpler 
and more supported way of handling the SSO issue?

I have LDAP integration with AD, so passwords work, but the question always 
comes up of “why can’t it just recognize me and take me to the page?”  I find 
that to be a little trickier when integrating Linux into the Windows 
environment to the point that it scares me that I will crash my production 
system when trying.  RADIUS would definitely be the simpler solution in my 
opinion to the mod_auth_kerb solution, but  I value your opinion on the matter 
because it seems as though you have some familiarity in this regard.

Thanks again!

P.S.  Yes or no are indeed the expected answers.  ;)

From: Gerald Young [mailto:cryth...@gmail.com]
Sent: Tuesday, May 13, 2014 9:51 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] SSO

> I find a simple "yes" to be such a helpful response.  *sarcasm off*
See, :) And look what happened. The post had been sitting for a week, I say 
"Yes" and then everyone pipes in...

First, the question was answered because the question could only be answered 
with a Yes or No.

Second, nobody here pointed to the docs for external authentication.
http://otrs.github.io/doc/manual/admin/3.3/en/html/external-backends.html#customer-auth-backend-httpbasic

I don't mind providing more information, but the question has to be better. 
Like, "How do I provide a way for [specific portal software] to provide 
external authentication to OTRS?" Instead, we have, "Is there an API ..." Sure, 
there's an API. But there's no practical way to answer the question as asked.

With stock OTRS, the only way to externally authenticate is via HTTPBasicAuth. 
Single Sign On is a bit more complicated to answer for an unknown entity.


On Tue, May 13, 2014 at 10:14 AM, Marty Hillman 
mailto:mhill...@equuscs.com>> wrote:
I find a simple "yes" to be such a helpful response.  *sarcasm off*

I have been looking for the same solution for some time and have run across a 
few articles which provide some hints at how to get this done.

http://osdir.com/ml/otrs.devel/2008-06/msg5.html  - indicates that this is 
a combination between mod_auth_kerb and the configuration of HTTPBasicAuth, but 
does not specify which files specifically should be modified nor detailed 
instructions.

http://forums.otterhub.org/viewtopic.php?f=81&t=15422  provides a more detailed 
example of how to do this.  This appears to be the most promising lead for me.  
One of the more helpful links was 
http://ingenious-excerpts.blogspot.fr/2011/08/apache-on-linux-and-single-sign-on-with.html
  assuming you do not already have samba configured on your linux box.

https://www.mail-archive.com/otrs@otrs.org/msg29983.html  appears to be a much 
more detailed effort at defining how to do this.

I have not tried any of these methods yet, but am going to try the last one as 
it looks more complete.  Let me know if any of them work for you.

Marty

From: Gerald Young [mailto:cryth...@gmail.com<mailto:cryth...@gmail.com>]
Sent: Sunday, May 11, 2014 8:10 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] SSO


>Is there an API function where I can obtain a token of some sort for a 
>specific username and add the token to a URL which will allow me to redirect 
>the user into OTRS while allowing them to bypass the login prompt?

Yes.
Hello,

We have a central portal that users are logged into.  I currently have the 
portal pulling a list of the users recent OTRS tickets and a link which directs 
them into OTRS.  However, they have to log into OTRS using their username and 
password.

Is there an API function where I can obtain a token of some sort for a specific 
username and add the token to a URL which will allow me to redirect the user 
into OTRS while allowing them to bypass the login prompt?

Thanks,
Kris


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Re: [otrs] SSO

[Marty Hillman]

I find a simple "yes" to be such a helpful response.  *sarcasm off*

I have been looking for the same solution for some time and have run across a 
few articles which provide some hints at how to get this done.

http://osdir.com/ml/otrs.devel/2008-06/msg5.html  - indicates that this is 
a combination between mod_auth_kerb and the configuration of HTTPBasicAuth, but 
does not specify which files specifically should be modified nor detailed 
instructions.

http://forums.otterhub.org/viewtopic.php?f=81&t=15422  provides a more detailed 
example of how to do this.  This appears to be the most promising lead for me.  
One of the more helpful links was 
http://ingenious-excerpts.blogspot.fr/2011/08/apache-on-linux-and-single-sign-on-with.html
  assuming you do not already have samba configured on your linux box.

https://www.mail-archive.com/otrs@otrs.org/msg29983.html  appears to be a much 
more detailed effort at defining how to do this.

I have not tried any of these methods yet, but am going to try the last one as 
it looks more complete.  Let me know if any of them work for you.

Marty

From: Gerald Young [mailto:cryth...@gmail.com]
Sent: Sunday, May 11, 2014 8:10 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] SSO


>Is there an API function where I can obtain a token of some sort for a 
>specific username and add the token to a URL which will allow me to redirect 
>the user into OTRS while allowing them to bypass the login prompt?

Yes.
Hello,

We have a central portal that users are logged into.  I currently have the 
portal pulling a list of the users recent OTRS tickets and a link which directs 
them into OTRS.  However, they have to log into OTRS using their username and 
password.

Is there an API function where I can obtain a token of some sort for a specific 
username and add the token to a URL which will allow me to redirect the user 
into OTRS while allowing them to bypass the login prompt?

Thanks,
Kris


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Re: [otrs] Atualizar OTRS 3.2.5 para 3.3.5

[Marty Hillman]

Are you looking for an upgrade in place?  These instructions worked for me.

http://doc.otrs.org/3.3/en/html/upgrading.html



From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Victor 
Franca
Sent: Tuesday, April 1, 2014 3:00 PM
To: otrs@otrs.org
Subject: [otrs] Atualizar OTRS 3.2.5 para 3.3.5

Prezados, boa tarde

Tenho um Ubuntu Server 12.4.04 amd64 rodando com o otrs 3.2.5

Alguém tem algum tutorial para realizar a atualização para o 3.3.5?



--
..
Atenciosamente


Victor França

Analista de Suporte

EW Informática

Rua Uruguaiana nº 10, Sala 309 - Rio de Janeiro, Centro.

+55 21 93203 - 0368 (Opção 5)
+55 21 99936 - 7575 (VIVO)

e-mail: victor.fra...@ewinfo.com.br
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Re: [otrs] otrs speed consideration

[Marty Hillman]

To my knowledge, this should be a one time thing each time you do an upgrade.

-Original Message-
From: Mimiko [mailto:vbv...@gmail.com] 
Sent: Monday, March 31, 2014 12:48 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] otrs speed consideration

On 31.03.2014 20:37, Marty Hillman wrote:
> shell> bin/otrs.RebuildConfig.pl
> shell> bin/otrs.DeleteCache.pl
>
> This helped me when I upgraded to 3.3.4 from a prior version.

Thank you. This helped me too. Although I didn't do any upgrade. I just clean 
installed otrs 3.3.6.

How often I must do this? Do I have to create a cron job for this?

--
Mimiko desu.
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Re: [otrs] otrs speed consideration

[Marty Hillman]

Mimiko - Did you do an upgrade in place of a pre-existing install (for example 
3.3.4)?  If so, did you clear the cache folders?

shell> bin/otrs.RebuildConfig.pl
shell> bin/otrs.DeleteCache.pl

This helped me when I upgraded to 3.3.4 from a prior version.

Reference:  http://doc.otrs.org/3.0/en/html/x907.html


-Original Message-
From: Mimiko [mailto:vbv...@gmail.com] 
Sent: Monday, March 31, 2014 11:35 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] otrs speed consideration

On 31.03.2014 15:02, Mark Dissington wrote:
> Are you using virtualisation, specifically hyper-v with linux based hosts 
> running MySQL, and if so, what chips do your NICs run?
>
> If they're Broadcom and all of the above boxes are ticked turn off VMQ on the 
> chips. There is a bug in the Broadcom drivers that causes some major 
> slowdowns. Have a look at these.

The mysql DB is on physical separate server with intel chipsets at base and NIC.

OTRS is installed in Debian Wheezy x86_64 in a vertial server based on Hyper-V 
2008 R2 host on intel chipset for NIC.

--
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Re: [otrs] How to migrate from 3.1.10 to 3.3.4

[Marty Hillman]

If I understand correctly and you are taking a backup of your 3.1 database and 
restoring it to a different server on 3.3, you still need to run the SQL 
extents scripts in the installers to do the database modifications.  You would 
do best to install the 3.1 version on the new system, then upgrade to the 3.2.x 
path, then to 3.3.  This way you can be sure you did not miss any steps.

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of sameer 
khan
Sent: Tuesday, February 18, 2014 9:07 AM
To: OTRS
Subject: Re: [otrs] How to migrate from 3.1.10 to 3.3.4

the issue is 3.1.10 and 3.3.4 are different VM, though can i clone the 3.1.0 
then do upgrade testing. Also just to point out i am also using kix4otrs for 
3.1.10, so if i upgrade it to 3.2.x then will kix4otrs will cause issue ?


Thanks

From: alv...@gridshield.net
Date: Tue, 18 Feb 2014 08:45:32 -0600
To: otrs@otrs.org
Subject: Re: [otrs] How to migrate from 3.1.10 to 3.3.4
Also you need to download a install packages for 3.3 then your repository will 
update to 3.3

Regards

2014-02-18 8:40 GMT-06:00 Reto Müller 
mailto:reto_muel...@gmx.ch>>:
Hi

As far as I know you have to update first to 3.2 and than to 3.3. I had no 
problems to upgrade from 3.1 > 3.2 > 3.3 by following the steps in the OTRS 
documentation.
http://doc.otrs.org/3.3/en/html/upgrading.html

Cheers
Reto
Am 18.02.14 15:27, schrieb sameer khan:
Hi guys,

I want to migrate from my 3.1.10 system to 3.3.4 ( new server). I have tried 
the database dump, but i see it is not working properly i.e. in package manager 
on 3.3.4 with database restored from 3.1.10 , i am still packages 3.1.10 
version that is from the old system.

I only intend to keep the tickets data, CMDB and related data.



Thanks




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___
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Consultor de Tecnologias
Gridshield Monitoreo de Redes e
Infraestructura.
2258-5757 ext 123
alv...@gridshield.net
www.gridshield.net

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Re: [otrs] Adding filters in the AgentTicketQueue

[Marty Hillman]

I have done similar, but only through selecting CSV in the dropdown for the 
query.  It then pops right open in Excel.  Since I primarily use this for 
reporting it works for me, but now you are giving me thoughts about mass 
reallocation of tickets between agents.

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Olivier 
Macchioni
Sent: Monday, February 17, 2014 1:38 AM
To: User questions and discussions about OTRS.
Subject: [otrs] Adding filters in the AgentTicketQueue

Hello dear List,

Today, the AgentTicketQueue allows to sort tickets by various columns (Age, 
Ticket Number, State, ...) - I've added some more columns for our own needs 
(Customer Language for instance).

I wonder if it's possible to add the option to "Filter" the tickets depending 
the value in those columns, to show for instance only the "Open" tickets or 
only the tickets in German (or a combination of the two). I'm envisioning 
filters à la Excel, with a simple drop-down using  + some Javascript to 
trigger the filtering.

Has anyone done this so far?

Olivier
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Re: [otrs] Email Filtering Question

[Marty Hillman]

> It only lists the fields that are used, but not how to trap the inbound 
> messages in order to redirect them
Marty, What do you want to accomplish?
The configuration options for what to trap are in Admin, SysConfig, 
SystemMonitoring, Core::PostMaster

There are two blocks: the default runs before PostMasterFilter, the second runs 
after PostMasterfilter (there needs only one)

Most of the fields are self-explanatory or referenced in the PDF.

I am working my way through them to try to figure out the right settings.  It 
does not seem to be working properly at the moment, but I need to trace email 
communications to make sure they are routing through the right internal relays. 
 I think the problem is currently all external to OTRS.  I did find 
Core::PostMaster and am working through those settings.

> Another issue I am having is that we currently have two Nagios based 
> monitoring systems as we move things from an old version of Nagios to the 
> much newer Opsview Nagios-based solution.  I am hoping that I can build for 
> both, but the document only covers one.

What would, in your specific case, be the practical difference between SystemA 
and SystemB  as it relates to OTRS?
Do you need to recognize them separately?
Will they have different From addresses?
Will the regular expressions to parse notifications SystemB be parsed 
differently from SystemA?
Is there a wording change between the two systems that needs to be addressed?
Are you needing to address Nagios Acknowledgements?
(I don't know enough questions to ask that will account for your concern)

I gathered the forces and we have decided that we only need to monitor Opsview 
as this is new functionality and we are moving from Nagios to Opsview over 
time.  As Nagios gets absorbed, it will be a more complete solution, so there 
will no longer be the need to trap from two sources.

The email addresses from the two monitoring systems are different as are the 
credentials to log in to each.  Rather than doing an in place upgrade, we are 
working through a new install and manual recreation/addition of new monitors 
within Opsview.  It helps us iron out the shortcomings in how the 10 year old 
Nagios system was implemented.

For reference, the bodies from both systems are identical.  We are now using 
the proper host names of the machines rather than the plain English 
translations of what the servers do.  This helps us to better pinpoint issues 
and repair them, but that is more a discussion for a Nagios board.

I should have the information I need at this point to get it working now that I 
know where in OTRS the settings are.  I just need to figure out my relay issues 
and will report back when I am complete.  I might put together training 
material on how to configure with base systems once I get it all functioning.

I'd like to help you, but I don't know what you're struggling with.


On Fri, Feb 14, 2014 at 11:42 AM, Marty Hillman 
mailto:mhill...@equuscs.com>> wrote:
It addresses the basic question about whether it can be done, but not how to 
set it up in OTRS.  I am muddling my way through it now.  It only lists the 
fields that are used, but not how to trap the inbound messages in order to 
redirect them.  Has anyone implemented this that can tell me which System Admin 
components in which to make the adjustments?  I don't see those procedures in 
the document.

Another issue I am having is that we currently have two Nagios based monitoring 
systems as we move things from an old version of Nagios to the much newer 
Opsview Nagios-based solution.  I am hoping that I can build for both, but the 
document only covers one.

From: Gerald Young [mailto:cryth...@gmail.com<mailto:cryth...@gmail.com>]
Sent: Friday, February 14, 2014 4:12 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Email Filtering Question

The PDF attached to the System Monitoring Package (within OTRS Package Manager) 
explains how an incident creates a ticket, matches a host and service 
combination, and closes based upon regular expression processing. It's a quick 
read, but should address your basic questions.

A Notification (Event) might be useful in alerting the user.

On Thu, Feb 6, 2014 at 8:23 PM, Paul Stewart 
mailto:p...@paulstewart.org>> wrote:
Hi there...

We are testing OTRS for an upcoming project.  We are an ISP and utilize 
Solarwinds as our network monitoring platform.

I have read that there are good integration options between OTRS and Nagios for 
example.  Has anyone worked with API level integration between the two 
platforms before?  Just curious on experiences in that area.

Also, instead of using API calls, I'm interested in knowing more about mangling 
email tickets as they arrive.  For example, if we had Solarwinds sent us email 
alerts for every time there was an up or down condition I would want to create 
a ticket under the actual email address of th

Re: [otrs] Email Filtering Question

[Marty Hillman]

It addresses the basic question about whether it can be done, but not how to 
set it up in OTRS.  I am muddling my way through it now.  It only lists the 
fields that are used, but not how to trap the inbound messages in order to 
redirect them.  Has anyone implemented this that can tell me which System Admin 
components in which to make the adjustments?  I don't see those procedures in 
the document.

Another issue I am having is that we currently have two Nagios based monitoring 
systems as we move things from an old version of Nagios to the much newer 
Opsview Nagios-based solution.  I am hoping that I can build for both, but the 
document only covers one.

From: Gerald Young [mailto:cryth...@gmail.com]
Sent: Friday, February 14, 2014 4:12 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Email Filtering Question

The PDF attached to the System Monitoring Package (within OTRS Package Manager) 
explains how an incident creates a ticket, matches a host and service 
combination, and closes based upon regular expression processing. It's a quick 
read, but should address your basic questions.

A Notification (Event) might be useful in alerting the user.

On Thu, Feb 6, 2014 at 8:23 PM, Paul Stewart 
mailto:p...@paulstewart.org>> wrote:
Hi there...

We are testing OTRS for an upcoming project.  We are an ISP and utilize 
Solarwinds as our network monitoring platform.

I have read that there are good integration options between OTRS and Nagios for 
example.  Has anyone worked with API level integration between the two 
platforms before?  Just curious on experiences in that area.

Also, instead of using API calls, I'm interested in knowing more about mangling 
email tickets as they arrive.  For example, if we had Solarwinds sent us email 
alerts for every time there was an up or down condition I would want to create 
a ticket under the actual email address of the customer effected (using a 
Managed customer as an example) therefore sending them an automated email 
acknowledgement that we know of a problem with their service.  Further to that 
is the whole discussion around tracking up and down events in the same ticket 
and possibly closing the ticket automatically when there is an up event (after 
a down event).

Any input much appreciated...

Paul



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Re: [otrs] Installing other software on OTRS machine

[Marty Hillman]

I have two VMs running under Hyper-V 2012 R2 (free) on Ubuntu 12.04.3 (free) 
with one running the MySQL portion (free) and the other running the Apache 
processes (free).  It allows me to conserve resources and configure individual 
server instances so that there is one server for one process.  Much easier to 
maintain and repair.

From: Gerald Young [mailto:cryth...@gmail.com]
Sent: Friday, February 7, 2014 2:30 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Installing other software on OTRS machine

virtualmachines ... vmware server, virtualbox...

On Fri, Feb 7, 2014 at 3:07 PM, James Carroll 
mailto:james.carr...@idmworks.com>> wrote:
I agree, but there are other considerations...

**cough** boss is a cheapskate **cough**

:)


On 2/7/2014 11:50 AM, David Boyes wrote:
Don't put them on the same server, for resilience reasons. You could do it, but 
it's easier to run 3 separate machines so that functions are isolated.

From: otrs-boun...@otrs.org 
[mailto:otrs-boun...@otrs.org] On Behalf Of James Carroll
Sent: Friday, February 07, 2014 10:05 AM
To: otrs@otrs.org
Subject: [otrs] Installing other software on OTRS machine

I'd like to install some other things on my OTRS host (namely Nagios and a 
Maven repository) and am concerned about conflicting ports and services, etc.



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IDMWORKS
James Carroll
Newark, DE
O: 888-687-0436 x709
C: 302.339.2703
F: 917.591.1525
E: james.carr...@idmworks.com
W: www.idmworks.com



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Re: [otrs] Installing other software on OTRS machine

[Marty Hillman]

As Gerald and Rory said, this should work fine.  Apache can easily be 
configured with host headers so that multiple sites can use the same ports.  In 
case you have any issues with the detailed information Rory provided, a  good 
primer on doing this can be found at 
http://httpd.apache.org/docs/2.2/vhosts/examples.html.


From: Rory [mailto:rcler...@gmail.com]
Sent: Friday, February 7, 2014 10:21 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Installing other software on OTRS machine

Anything outside the VirtualHost tags will affect all websites of the apache 
webserver. Any line starting with a hash '#' is a comment.
Here's the content from the otrs.conf configuration file;


#
# --
# added for OTRS (http://otrs.org/)
# $Id: apache2-httpd.include.conf,v 1.18.2.2 2011/03/20 08:37:54 mb Exp $
# --


# activate this if you are using an Oracle database
#SetEnv ORACLE_HOME /path/to/your/oracle/
#SetEnv ORACLE_SID YOUR_SID
#SetEnv NLS_LANG AMERICAN_AMERICA.UTF8
#SetEnv NLS_DATE_FORMAT '-MM-DD HH24:MI:SS'




ServerAdmin ad...@mydomain.com
DocumentRoot "/opt/otrs/var/httpd/htdocs/"
ServerName support
ServerAlias support.mydomain.com
ErrorLog "/var/log/httpd/otrs-error_log"
CustomLog "/var/log/httpd/otrs-access_log" common

# agent, admin and customer frontend
ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/"
Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/"


# if mod_perl is used


# load all otrs modules
Perlrequire 
/opt/otrs/scripts/apache2-perl-startup.pl

# Apache::Reload - Reload Perl Modules when Changed on Disk
PerlModule Apache2::Reload
PerlInitHandler Apache2::Reload
PerlModule Apache2::RequestRec

# set mod_perl2 options

#ErrorDocument 403 /otrs/customer.pl
ErrorDocument 403 /otrs/index.pl
SetHandler  perl-script
PerlResponseHandler ModPerl::Registry
Options +ExecCGI
PerlOptions +ParseHeaders
PerlOptions +SetupEnv
Order allow,deny
Allow from all






# directory settings

AllowOverride None
Options +ExecCGI -Includes
Order allow,deny
Allow from all


AllowOverride None
Order allow,deny
Allow from all





Header set Cache-Control "max-age=2592000 must-revalidate"





Header set Cache-Control "max-age=2592000 must-revalidate"






#




On 7 February 2014 16:17, Rory mailto:rcler...@gmail.com>> 
wrote:
I have done this previously by using Virtual Hosts in the apache configuration.

I set up the apache web server to handle virtual hosts as normal. I then 
created a separate config file for otrs (otrs.conf) and added this to the 
httpd.conf using the Include directive of the httpd.conf (Include 
conf/extra/otrs.conf)

I'll send a follow up mail with the content of the otrs.conf which I used as it 
may get caught by spam filters and you'd miss out on the little bit of info in 
this mail.

Kind regards,
Rory Clerkin
On 7 February 2014 15:04, James Carroll 
mailto:james.carr...@idmworks.com>> wrote:
I'd like to install some other things on my OTRS host (namely Nagios and a 
Maven repository) and am concerned about conflicting ports and services, etc.

Anyone have any insights or done this before?  Anywhere that I can get more 
details on how OTRS is configured from a webserver/port perspective so I can 
avoid conflicts?

Thanks,
--
IDMWORKS
James Carroll
Newark, DE
O: 888-687-0436 x709
C: 302.339.2703
F: 917.591.1525
E: james.carr...@idmworks.com
W: www.idmworks.com

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Re: [otrs] Postmaster Filtering -- Set CustomerID = CC Mailadress

[Marty Hillman]

We handle this by changing the CustomerID within the ticket.  We only have a 
few of these each week that we need to do this to, or when an employee departs 
and we shift responsibility to another user.  This sounds to me line you want 
to do this on ALL tickets?

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of 
Grzella, Mark
Sent: Thursday, February 6, 2014 5:56 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Postmaster Filtering -- Set CustomerID = CC Mailadress

Nobody an idea?


With kind regards,

Studienkreis GmbH
Mark Grzella
Junior IT-Projektleiter

Universitätsstraße 104
44799 Bochum
Tel.: 02 34/97 60 - 404
mgrze...@studienkreis.de
www.studienkreis.de

AG Bochum HRB 4581
Geschäftsführer:
Lorenz Haase
Bastian Schmidt-Faber


-Ursprüngliche Nachricht-
Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von 
Grzella, Mark
Gesendet: Freitag, 31. Januar 2014 15:42
An: User questions and discussions about OTRS.
Betreff: [otrs] Postmaster Filtering -- Set CustomerID = CC Mailadress

Hey all,

i need an advice regarding otrs postmaster filtering.
Task is to set the proper customer identification to the email address listed 
in CC on an inbound e-mail.
As we are getting mails via different communication channels, we can get 
e-mails that are not directly send to otrs from the original customer but 
rather via an alternative address, for example management assistents reporting 
for a manager.

Therefor it´ll be quite helpful to have the customer id not set to the e-mail 
responsible, but to the one listed in cc.

I tried something like this, but with no effect at all.
OTRS still sets customer id to its original sender, not to the cc one.

Filter condition
Headline 1 : CC  << value >> (sample)
Headline 2 : From <> myadr...@mydomain.de

Set E-Mail Header
Headline 1 : X-OTRS-CustomerUser <> [***]


Anybody a clue how to archive this?



mit freundlichen Grüßen

Studienkreis GmbH
Mark Grzella
Junior IT-Projektleiter

Universitätsstraße 104
44799 Bochum
Tel.: 02 34/97 60 - 404
mgrze...@studienkreis.de
www.studienkreis.de

AG Bochum HRB 4581
Geschäftsführer:
Lorenz Haase
Bastian Schmidt-Faber


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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] Permission denied: /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm

[Marty Hillman]

Thanks.  Killed two birds with one stone.  Installed the 3.3.4 update and did 
that through the UPGRADE.md document.  Everything appears to be working fine at 
this point.

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Martin 
Gruner
Sent: Tuesday, January 28, 2014 11:23 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Permission denied: /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm

You need to run otrs.SetPermissions.pl first (as root!) to fix the issue first, 
then it should work.

Regards, mg

Am 28.01.14 17:23, schrieb Marty Hillman:
> So, it should be no problem for me to re-run that now as otrs without 
> breaking anything?
> 
> -Original Message-
> From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf 
> Of Martin Gruner
> Sent: Tuesday, January 28, 2014 10:16 AM
> To: User questions and discussions about OTRS.
> Subject: Re: [otrs] Permission denied: 
> /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm
> 
> That can happen when you run otrs.RebuildConfig.pl as root. Always use the 
> otrs user for that.
> 
> Regards, mg
> 
> Am 28.01.14 16:50, schrieb Marty Hillman:
>> I followed the guidance at
>> https://groups.google.com/forum/#!topic/otrs_archive/M5H2EwwX-J0 and 
>> used the SetPermissions.pl against the /opt/otrs/ directory and was 
>> able to start the service from /etc/init.d once.  It then came up a 
>> few minutes later and alerted me that the service might not be 
>> running.  I tried to stop it from the command line and it said it was 
>> already stopped.  I tried to start it again manually from the command 
>> line, but got the same permissions error as in the subject line.
>>
>>  
>>
>> I will keep googling for an answer, but does anyone have any quick thoughts?
>>
>>  
>>
>> Marty Hillman - IT Manager of Network Infrastructure
>>
>> Description:
>> http://intranet.equuscs.com/mishelp/Faq/email-signature/logo.png
>>
>>  
>>
>>  
>>
>> 5801 Clearwater Drive, Minnetonka, MN 55343
>>
>>  
>>
>>  
>>
>> *P*** 612.617.4333  |  *E**mhill...@equuscs.com
>> <mailto:mhill...@equuscs.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
>>
> 
> --
> Martin Gruner
> Senior Developer R&D
> 
> OTRS AG
> Europaring 4
> 94315 Straubing
> 
> T: +49 (0)6172 681988 0
> F: +49 (0)9421 56818 18
> I:  www.otrs.com/
> 
> Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751,
> USt-Nr.: DE256610065
> Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André 
> Mindermann (Vorsitzender), Christopher Kuhn, Sabine Riedel
> 
> Einfache Planung, bessere Übersicht - Mit OTRS 3.3 einfach besseres 
> Service Management - Jetzt downloaden und testen
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> 

--
Martin Gruner
Senior Developer R&D

OTRS AG
Europaring 4
94315 Straubing

T: +49 (0)6172 681988 0
F: +49 (0)9421 56818 18
I:  www.otrs.com/

Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751,
USt-Nr.: DE256610065
Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann 
(Vorsitzender), Christopher Kuhn, Sabine Riedel

Einfache Planung, bessere Übersicht - Mit OTRS 3.3 einfach besseres Service 
Management - Jetzt downloaden und testen
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Re: [otrs] Permission denied: /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm

[Marty Hillman]

So, it should be no problem for me to re-run that now as otrs without breaking 
anything?

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Martin 
Gruner
Sent: Tuesday, January 28, 2014 10:16 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Permission denied: /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm

That can happen when you run otrs.RebuildConfig.pl as root. Always use the otrs 
user for that.

Regards, mg

Am 28.01.14 16:50, schrieb Marty Hillman:
> I followed the guidance at
> https://groups.google.com/forum/#!topic/otrs_archive/M5H2EwwX-J0 and 
> used the SetPermissions.pl against the /opt/otrs/ directory and was 
> able to start the service from /etc/init.d once.  It then came up a 
> few minutes later and alerted me that the service might not be 
> running.  I tried to stop it from the command line and it said it was 
> already stopped.  I tried to start it again manually from the command 
> line, but got the same permissions error as in the subject line.
> 
>  
> 
> I will keep googling for an answer, but does anyone have any quick thoughts?
> 
>  
> 
> Marty Hillman - IT Manager of Network Infrastructure
> 
> Description:
> http://intranet.equuscs.com/mishelp/Faq/email-signature/logo.png
> 
>  
> 
>   
> 
> 5801 Clearwater Drive, Minnetonka, MN 55343
> 
>  
> 
>   
> 
> *P*** 612.617.4333  |  *E**mhill...@equuscs.com
> <mailto:mhill...@equuscs.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
> 

--
Martin Gruner
Senior Developer R&D

OTRS AG
Europaring 4
94315 Straubing

T: +49 (0)6172 681988 0
F: +49 (0)9421 56818 18
I:  www.otrs.com/

Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751,
USt-Nr.: DE256610065
Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann 
(Vorsitzender), Christopher Kuhn, Sabine Riedel

Einfache Planung, bessere Übersicht - Mit OTRS 3.3 einfach besseres Service 
Management - Jetzt downloaden und testen
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[otrs] Permission denied: /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm

[Marty Hillman]

I followed the guidance at 
https://groups.google.com/forum/#!topic/otrs_archive/M5H2EwwX-J0 and used the 
SetPermissions.pl<https://groups.google.com/forum/#!topic/otrs_archive/M5H2EwwX-J0%20and%20used%20the%20SetPermissions.pl>
 against the /opt/otrs/ directory and was able to start the service from 
/etc/init.d once.  It then came up a few minutes later and alerted me that the 
service might not be running.  I tried to stop it from the command line and it 
said it was already stopped.  I tried to start it again manually from the 
command line, but got the same permissions error as in the subject line.

I will keep googling for an answer, but does anyone have any quick thoughts?

Marty Hillman - IT Manager of Network Infrastructure
[cid:image001.png@01CF1C0E.5F0E3440]



5801 Clearwater Drive, Minnetonka, MN 55343



P  612.617.4333  |  E mhill...@equuscs.com<mailto:mhill...@equuscs.com>



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Re: [otrs] module Code::TidyAll v0.17 is required and not installed!

[Marty Hillman]

I saw a 1.0.4 package at the ftp site, so gave that a shot instead of 1.0.3.  
It appears to have worked as all pm modules show as being installed.  I will 
test through it and let you know if I have any issues.

Sol-G on here from cshotline.com was having the same issue.  Sol-G - This 
appears to have fixed the problem.

Vielen Dank, Martin!

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Martin 
Gruner
Sent: Tuesday, January 28, 2014 3:59 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] module Code::TidyAll v0.17 is required and not installed!

Hi Marty,

I created a new version 1.0.3 of the package that does no longer create new 
toplevel directories in OTRS. Could you try that one please.

Regards, mg

Am 28.01.14 08:56, schrieb Martin Gruner:
> Hi Marty,
> 
> I see. The problem would probably be that the package creates new 
> toplevel directories which is not possible in OTRS 3.3 if run via the 
> webserver. You can try installing it via the commandline
> (bin/otrs.PackageManager.pl) with the otrs user, then it should work. 
> I need to see if I can find a fix for that.
> 
> Best regards, mg
> 
> Am 27.01.14 16:30, schrieb Marty Hillman:
>> I did as you suggested, but it is showing that the following files did not 
>> install and the overall package is still not installed properly.
>>
>> Perl/Critic/PolicyOTRS.pm
>> Perl/Critic/Policy/OTRS/ProhibitLowPrecendeceOps.pm
>> Perl/Critic/Policy/OTRS/ProhibitOpen.pm
>> Perl/Critic/Policy/OTRS/RequireCamelCase.pm
>> Perl/Critic/Policy/OTRS/RequireLabels.pm
>> Perl/Critic/Policy/OTRS/RequireParensWithMethods.pm
>> Perl/Critic/Policy/OTRS/RequireTrueReturnValueForModules.pm
>> TidyAll/Plugin/OTRS/Base.pm
>> TidyAll/Plugin/OTRS/Common/CustomizationMarkers.pm
>> TidyAll/Plugin/OTRS/Common/HeaderlineFilename.pm
>> TidyAll/Plugin/OTRS/Common/RemoveCVSIDs.pm
>> TidyAll/Plugin/OTRS/DTL/Baselink.pm
>> TidyAll/Plugin/OTRS/DTL/CGIHandle.pm
>> TidyAll/Plugin/OTRS/DTL/Format.pm
>> TidyAll/Plugin/OTRS/DTL/LQData.pm
>> TidyAll/Plugin/OTRS/DTL/Select.pm
>> TidyAll/Plugin/OTRS/DTL/UniqueBlock.pm
>> TidyAll/Plugin/OTRS/JavaScript/DebugCode.pm
>> TidyAll/Plugin/OTRS/Legal/AGPLValidator.pm
>> TidyAll/Plugin/OTRS/Legal/ReplaceCopyright.pm
>> TidyAll/Plugin/OTRS/Legal/SOPMLicense.pm
>> TidyAll/Plugin/OTRS/Perl.pm
>> TidyAll/Plugin/OTRS/Perl/DBObject.pm
>> TidyAll/Plugin/OTRS/Perl/DieExit.pm
>> TidyAll/Plugin/OTRS/Perl/Dumper.pm
>> TidyAll/Plugin/OTRS/Perl/ForeachToFor.pm
>> TidyAll/Plugin/OTRS/Perl/ForMy.pm
>> TidyAll/Plugin/OTRS/Perl/Goto.pm
>> TidyAll/Plugin/OTRS/Perl/ISA.pm
>> TidyAll/Plugin/OTRS/Perl/LayoutObject.pm
>> TidyAll/Plugin/OTRS/Perl/ModuleFormat.pm
>> TidyAll/Plugin/OTRS/Perl/ParamObject.pm
>> TidyAll/Plugin/OTRS/Perl/PerlCritic.pm
>> TidyAll/Plugin/OTRS/Perl/PerlTidy.pm
>> TidyAll/Plugin/OTRS/Perl/PodChecker.pm
>> TidyAll/Plugin/OTRS/Perl/PodNewDoc.pm
>> TidyAll/Plugin/OTRS/Perl/PodSpelling.pm
>> TidyAll/Plugin/OTRS/Perl/Print.pm
>> TidyAll/Plugin/OTRS/Perl/Require.pm
>> TidyAll/Plugin/OTRS/Perl/ScriptFormat.pm
>> TidyAll/Plugin/OTRS/Perl/SortKeys.pm
>> TidyAll/Plugin/OTRS/Perl/SubDeclaration.pm
>> TidyAll/Plugin/OTRS/Perl/SyntaxCheck.pm
>> TidyAll/Plugin/OTRS/Perl/Time.pm
>> TidyAll/Plugin/OTRS/Perl/UseWarnings.pm
>> TidyAll/Plugin/OTRS/StaticFiles/XSD/Configuration.xsd
>> TidyAll/Plugin/OTRS/StaticFiles/XSD/Database.xsd
>> TidyAll/Plugin/OTRS/StaticFiles/XSD/SOPM.xsd
>> TidyAll/Plugin/OTRS/SOPM/DocumentationPresent.pm
>> TidyAll/Plugin/OTRS/SOPM/FileList.pm
>> TidyAll/Plugin/OTRS/SOPM/FileRights.pm
>> TidyAll/Plugin/OTRS/SOPM/Name.pm
>> TidyAll/Plugin/OTRS/SOPM/PackageRequired.pm
>> TidyAll/Plugin/OTRS/SOPM/RequiredElements.pm
>> TidyAll/Plugin/OTRS/SOPM/XSDValidator.pm
>> TidyAll/Plugin/OTRS/SQL/ColumnTypes.pm
>> TidyAll/Plugin/OTRS/SQL/ReservedWords.pm
>> TidyAll/Plugin/OTRS/Whitespace/FourSpaces.pm
>> TidyAll/Plugin/OTRS/Whitespace/Tabs.pm
>> TidyAll/Plugin/OTRS/Whitespace/TrailingWhitespace.pm
>> TidyAll/Plugin/OTRS/XML/Configuration/XSDValidator.pm
>> TidyAll/Plugin/OTRS/XML/Database/XSDValidator.pm
>> TidyAll/Plugin/OTRS/XML/ConfigDescription.pm
>> TidyAll/Plugin/OTRS/XML/ConfigSyntax.pm
>> TidyAll/Plugin/OTRS/XML/Lint.pm
>> TidyAll/Plugin/OTRS/XML/LintWithOurParsers.pm
>> TidyAll/OTRS.pm
>> TidyAll/OTRS/Git/PreCommit.pm
>> TidyAll/OTRS/Git/PreReceive.pm
>> TidyAll/tidyallrc
>> TidyAll/git-hooks/pre-commit.pl
>> TidyAll/git-hooks/pre-receive.pl
>> TidyAll/git-hooks/prepare-commit-msg.pl
>> TidyAll

Re: [otrs] module Code::TidyAll v0.17 is required and not installed!

[Marty Hillman]

I did as you suggested, but it is showing that the following files did not 
install and the overall package is still not installed properly.

Perl/Critic/PolicyOTRS.pm
Perl/Critic/Policy/OTRS/ProhibitLowPrecendeceOps.pm
Perl/Critic/Policy/OTRS/ProhibitOpen.pm
Perl/Critic/Policy/OTRS/RequireCamelCase.pm
Perl/Critic/Policy/OTRS/RequireLabels.pm
Perl/Critic/Policy/OTRS/RequireParensWithMethods.pm
Perl/Critic/Policy/OTRS/RequireTrueReturnValueForModules.pm
TidyAll/Plugin/OTRS/Base.pm
TidyAll/Plugin/OTRS/Common/CustomizationMarkers.pm
TidyAll/Plugin/OTRS/Common/HeaderlineFilename.pm
TidyAll/Plugin/OTRS/Common/RemoveCVSIDs.pm
TidyAll/Plugin/OTRS/DTL/Baselink.pm
TidyAll/Plugin/OTRS/DTL/CGIHandle.pm
TidyAll/Plugin/OTRS/DTL/Format.pm
TidyAll/Plugin/OTRS/DTL/LQData.pm
TidyAll/Plugin/OTRS/DTL/Select.pm
TidyAll/Plugin/OTRS/DTL/UniqueBlock.pm
TidyAll/Plugin/OTRS/JavaScript/DebugCode.pm
TidyAll/Plugin/OTRS/Legal/AGPLValidator.pm
TidyAll/Plugin/OTRS/Legal/ReplaceCopyright.pm
TidyAll/Plugin/OTRS/Legal/SOPMLicense.pm
TidyAll/Plugin/OTRS/Perl.pm
TidyAll/Plugin/OTRS/Perl/DBObject.pm
TidyAll/Plugin/OTRS/Perl/DieExit.pm
TidyAll/Plugin/OTRS/Perl/Dumper.pm
TidyAll/Plugin/OTRS/Perl/ForeachToFor.pm
TidyAll/Plugin/OTRS/Perl/ForMy.pm
TidyAll/Plugin/OTRS/Perl/Goto.pm
TidyAll/Plugin/OTRS/Perl/ISA.pm
TidyAll/Plugin/OTRS/Perl/LayoutObject.pm
TidyAll/Plugin/OTRS/Perl/ModuleFormat.pm
TidyAll/Plugin/OTRS/Perl/ParamObject.pm
TidyAll/Plugin/OTRS/Perl/PerlCritic.pm
TidyAll/Plugin/OTRS/Perl/PerlTidy.pm
TidyAll/Plugin/OTRS/Perl/PodChecker.pm
TidyAll/Plugin/OTRS/Perl/PodNewDoc.pm
TidyAll/Plugin/OTRS/Perl/PodSpelling.pm
TidyAll/Plugin/OTRS/Perl/Print.pm
TidyAll/Plugin/OTRS/Perl/Require.pm
TidyAll/Plugin/OTRS/Perl/ScriptFormat.pm
TidyAll/Plugin/OTRS/Perl/SortKeys.pm
TidyAll/Plugin/OTRS/Perl/SubDeclaration.pm
TidyAll/Plugin/OTRS/Perl/SyntaxCheck.pm
TidyAll/Plugin/OTRS/Perl/Time.pm
TidyAll/Plugin/OTRS/Perl/UseWarnings.pm
TidyAll/Plugin/OTRS/StaticFiles/XSD/Configuration.xsd
TidyAll/Plugin/OTRS/StaticFiles/XSD/Database.xsd
TidyAll/Plugin/OTRS/StaticFiles/XSD/SOPM.xsd
TidyAll/Plugin/OTRS/SOPM/DocumentationPresent.pm
TidyAll/Plugin/OTRS/SOPM/FileList.pm
TidyAll/Plugin/OTRS/SOPM/FileRights.pm
TidyAll/Plugin/OTRS/SOPM/Name.pm
TidyAll/Plugin/OTRS/SOPM/PackageRequired.pm
TidyAll/Plugin/OTRS/SOPM/RequiredElements.pm
TidyAll/Plugin/OTRS/SOPM/XSDValidator.pm
TidyAll/Plugin/OTRS/SQL/ColumnTypes.pm
TidyAll/Plugin/OTRS/SQL/ReservedWords.pm
TidyAll/Plugin/OTRS/Whitespace/FourSpaces.pm
TidyAll/Plugin/OTRS/Whitespace/Tabs.pm
TidyAll/Plugin/OTRS/Whitespace/TrailingWhitespace.pm
TidyAll/Plugin/OTRS/XML/Configuration/XSDValidator.pm
TidyAll/Plugin/OTRS/XML/Database/XSDValidator.pm
TidyAll/Plugin/OTRS/XML/ConfigDescription.pm
TidyAll/Plugin/OTRS/XML/ConfigSyntax.pm
TidyAll/Plugin/OTRS/XML/Lint.pm
TidyAll/Plugin/OTRS/XML/LintWithOurParsers.pm
TidyAll/OTRS.pm
TidyAll/OTRS/Git/PreCommit.pm
TidyAll/OTRS/Git/PreReceive.pm
TidyAll/tidyallrc
TidyAll/git-hooks/pre-commit.pl
TidyAll/git-hooks/pre-receive.pl
TidyAll/git-hooks/prepare-commit-msg.pl
TidyAll/run.pl


-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Martin 
Gruner
Sent: Monday, January 27, 2014 3:33 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] module Code::TidyAll v0.17 is required and not installed!

Hi Marty,

I just built a new version of this package, 1.0.2. It should show up on the 
package manager sometime soon, otherwise you can try it from 
ftp://ftp.otrs.org/pub/otrs/packages. Does it work with that one?
If not, can you please post relevant messages from your error log?

BTW, OTRSCodePolicy is only needed if you want to develop code for OTRS.

Regards, mg

Am 17.01.14 17:16, schrieb Marty Hillman:
> Thanks.  I think that got me closer.  After I installed App::Cpanminus, I 
> also had to install Code::TidyAll and Perl::Critic before the installer for 
> OTRSCodePolicy stopped giving errors.  However, I now get an Internal Server 
> 500 error when trying to install.  If I go back to the page, it tells me that 
> it is installed, but improperly and that I must reinstall it.  Reinstalling 
> never works.
> 
> So much closer though!
> 
> -Original Message-
> From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf 
> Of Martin Gruner
> Sent: Friday, January 17, 2014 1:11 AM
> To: User questions and discussions about OTRS.
> Subject: Re: [otrs] module Code::TidyAll v0.17 is required and not installed!
> 
> Hi Marty,
> 
> it seems that installation of Code::TidyAll works fine with App::Cpanminus. 
> Install that first and then run "cpanm Code::TidyAll".
> That worked for me.
> 
> Regards, mg
> 
> Am 16.01.14 21:34, schrieb Marty Hillman:
>> I am upgrading to OTRS 3.3.3 from 3.2.10, and got the entire install 
>> including ITSM working on the first attempt.  However, there is one 
>> plugin that I am not able to 

Re: [otrs] module Code::TidyAll v0.17 is required and not installed!

[Marty Hillman]

Thanks.  I think that got me closer.  After I installed App::Cpanminus, I also 
had to install Code::TidyAll and Perl::Critic before the installer for 
OTRSCodePolicy stopped giving errors.  However, I now get an Internal Server 
500 error when trying to install.  If I go back to the page, it tells me that 
it is installed, but improperly and that I must reinstall it.  Reinstalling 
never works.

So much closer though!

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Martin 
Gruner
Sent: Friday, January 17, 2014 1:11 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] module Code::TidyAll v0.17 is required and not installed!

Hi Marty,

it seems that installation of Code::TidyAll works fine with App::Cpanminus. 
Install that first and then run "cpanm Code::TidyAll".
That worked for me.

Regards, mg

Am 16.01.14 21:34, schrieb Marty Hillman:
> I am upgrading to OTRS 3.3.3 from 3.2.10, and got the entire install 
> including ITSM working on the first attempt.  However, there is one 
> plugin that I am not able to install.  Every time I try to install 
> OTRSCodePolicy, I get the error "Sorry, can't install package, because 
> module Code::TidyAll v0.17 is required and not installed!"
> 
>  
> 
> I did try doing cpan Code::TidyAll, but that fails because of missing 
> Digest::SHA1,Moo,Guard.
> 
>  
> 
> I have not been able to find anything in the documentation on this yet. 
> Anyone else run into this problem or have any ideas?
> 
>  
> 
> Marty Hillman - IT Manager of Network Infrastructure
> 
> Description:
> http://intranet.equuscs.com/mishelp/Faq/email-signature/logo.png
> 
>  
> 
>   
> 
> 5801 Clearwater Drive, Minnetonka, MN 55343
> 
>  
> 
>   
> 
> *P*** 612.617.4333  |  *E**mhill...@equuscs.com
> <mailto:mhill...@equuscs.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
> 

--
Martin Gruner
Senior Developer R&D

OTRS AG
Europaring 4
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T: +49 (0)6172 681988 0
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I:  www.otrs.com/

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[otrs] module Code::TidyAll v0.17 is required and not installed!

[Marty Hillman]

I am upgrading to OTRS 3.3.3 from 3.2.10, and got the entire install including 
ITSM working on the first attempt.  However, there is one plugin that I am not 
able to install.  Every time I try to install OTRSCodePolicy, I get the error 
"Sorry, can't install package, because module Code::TidyAll v0.17 is required 
and not installed!"

I did try doing cpan Code::TidyAll, but that fails because of missing 
Digest::SHA1,Moo,Guard.

I have not been able to find anything in the documentation on this yet.  Anyone 
else run into this problem or have any ideas?

Marty Hillman - IT Manager of Network Infrastructure
[cid:image001.png@01CF12C8.175A0B50]



5801 Clearwater Drive, Minnetonka, MN 55343



P  612.617.4333  |  E mhill...@equuscs.com<mailto:mhill...@equuscs.com>



<>-
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Re: [otrs] Using multiple databases as external backend?

[Marty Hillman]

Actually I figured out the two LDAPs into one DB.  And the great thing is the 
same user name can exist in both domains.  I will work on documentation if 
anyone needs it.  It was a deep Google search to find code examples that lead 
to the final configuration I used.

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Marty 
Hillman
Sent: Thursday, August 29, 2013 6:55 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Using multiple databases as external backend?

Good morning Gerald - Can you point to a source for this?  I need to 
authenticate against two AD's using LDAP.  I believe it is as simple as using 
the existing AuthModule and then adding AuthModule1 below it.  I am looking for 
confirmation.

From: Gerald Young [mailto:cryth...@gmail.com]
Sent: Thursday, August 29, 2013 6:27 AM

Customers, Companies, and Users (Agents) all can authenticate (Auth) and have 
demographics (Sync|CustomerUser/Map) at up to 11 different sources ('', 1 ..10) 
(a blank "index" counts as one of them).



On Thu, Aug 29, 2013 at 6:38 AM, Bogdan Iosif 
mailto:bogdan.io...@gmail.com>> wrote:
"you can use one Company Backend"
I take it to mean you can only use one backend for agents. Can anyone else 
confirm this please? I'm interested to know if I can use both DB and LDAP for 
agents.

On Thu, Aug 29, 2013 at 10:47 AM, Florian Edlhuber 
mailto:florian.edlhu...@gmx.de>> wrote:
Hi,

it is in 
http://doc.otrs.org/3.2/en/html/external-backends.html#multiple-customer-backend-example

You can use up to 10 Customer Information backends. But IIRC you can use one 
Company Backend.

Ciao
Flo

29.08.2013 09:42 - Stefan Michael Guenther schrieb:
Hello,

am I right in assuming, that it is only possible to have ONE external customer
user backend, but not more?

One of our clients has bought another company and if it is not possible to 
connect
both customer databases to OTRS, we would have to find a way to merge the two
database into an internal customer database for OTRS.

Regards,

Stefan
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Re: [otrs] Using multiple databases as external backend?

[Marty Hillman]

Good morning Gerald - Can you point to a source for this?  I need to 
authenticate against two AD's using LDAP.  I believe it is as simple as using 
the existing AuthModule and then adding AuthModule1 below it.  I am looking for 
confirmation.

From: Gerald Young [mailto:cryth...@gmail.com]
Sent: Thursday, August 29, 2013 6:27 AM


Customers, Companies, and Users (Agents) all can authenticate (Auth) and have 
demographics (Sync|CustomerUser/Map) at up to 11 different sources ('', 1 ..10) 
(a blank "index" counts as one of them).



On Thu, Aug 29, 2013 at 6:38 AM, Bogdan Iosif 
mailto:bogdan.io...@gmail.com>> wrote:
"you can use one Company Backend"
I take it to mean you can only use one backend for agents. Can anyone else 
confirm this please? I'm interested to know if I can use both DB and LDAP for 
agents.

On Thu, Aug 29, 2013 at 10:47 AM, Florian Edlhuber 
mailto:florian.edlhu...@gmx.de>> wrote:
Hi,

it is in 
http://doc.otrs.org/3.2/en/html/external-backends.html#multiple-customer-backend-example

You can use up to 10 Customer Information backends. But IIRC you can use one 
Company Backend.

Ciao
Flo

29.08.2013 09:42 - Stefan Michael Guenther schrieb:
Hello,

am I right in assuming, that it is only possible to have ONE external customer
user backend, but not more?

One of our clients has bought another company and if it is not possible to 
connect
both customer databases to OTRS, we would have to find a way to merge the two
database into an internal customer database for OTRS.

Regards,

Stefan
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Re: [otrs] How to debug LDAP

[Marty Hillman]

Could not figure those out because the DN string was correct.  But I did find 
references that I could use the u...@domain.com<mailto:u...@domain.com> instead 
if I did not feel like typing the full DN.  Once I did that and added 
sscope='sub'; to the parameters, I got it working.  Just tested it successfully 
within 30 seconds of your email.  :)

Thanks for your help!

From: Gerald Young [mailto:cryth...@gmail.com]
Sent: Tuesday, August 27, 2013 6:16 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] How to debug LDAP

First bind failed = search user and password not working.

On Tue, Aug 27, 2013 at 6:49 PM, Marty Hillman 
mailto:mhill...@equuscs.com>> wrote:
Thanks, but it did not help me.  I found the error.log and found the following 
error.  I traced the error codes on Google, but all of the PERL modules are 
installed.  otrs.CheckModules.pl<http://otrs.CheckModules.pl> comes back clean. 
 I have double-checked the DN strings and everything traces fine.  And the 
username below exists because I am logged in to AD using that account.

ERROR: OTRS-CGI-10 Perl: 5.14.2 OS: linux Time: Tue Aug 27 17:42:28 2013

Message: First bind failed! 80090308: LdapErr: DSID-0C090334, comment: 
AcceptSecurityContext error, data 525, vece^@

RemoteAddress: 172.18.3.20
RequestURI: /otrs/index.pl<http://index.pl>

Traceback (6687):
   Module: Kernel::System::Auth::LDAP::Auth (OTRS 3.2.10) Line: 182
   Module: Kernel::System::Auth::Auth (OTRS 3.2.10) Line: 186
   Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.2.10) Line: 201
   Module: 
ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler 
(unknown version) Line: 41
   Module: (eval) (v1.99) Line: 204
   Module: ModPerl::RegistryCooker::run (v1.99) Line: 204
   Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 170
   Module: ModPerl::Registry::handler (v1.99) Line: 31

ERROR: OTRS-CGI-10 Perl: 5.14.2 OS: linux Time: Tue Aug 27 17:42:28 2013

Message: No UserID found for 'mhillman'!

RemoteAddress: 172.18.3.20
RequestURI: /otrs/index.pl<http://index.pl>

Traceback (6687):
   Module: Kernel::System::User::UserLookup (OTRS 3.2.10) Line: 795
   Module: Kernel::System::Auth::Auth (OTRS 3.2.10) Line: 243
   Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.2.10) Line: 201
   Module: 
ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler 
(unknown version) Line: 41
   Module: (eval) (v1.99) Line: 204
   Module: ModPerl::RegistryCooker::run (v1.99) Line: 204
   Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 170
   Module: ModPerl::Registry::handler (v1.99) Line: 31


From: Gerald Young [mailto:cryth...@gmail.com<mailto:cryth...@gmail.com>]
Sent: Tuesday, August 27, 2013 4:23 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] How to debug LDAP

http://forums.otterhub.org/viewtopic.php?f=60&t=16543

On Tue, Aug 27, 2013 at 4:55 PM, Marty Hillman 
mailto:mhill...@equuscs.com>> wrote:
Anyone know how to debug LDAP configurations?  I had it all configured, but my 
network administrator decided to reorganize Active Directory and move 
everything around in new OUs.  I changed the strings in Config.pm to point to 
the new DN, but it is still not allowing logins and shows Login Failed.  Trying 
to figure out what log files I can look at or how to manually test to get an 
actual error rather than a failed login.

Marty Hillman - IT Manager of Network Infrastructure
[cid:image001.png@01CEA353.00553400]



5801 Clearwater Drive, Minnetonka, MN 55343



P  612.617.4333  |  E 
mhill...@equuscs.com<mailto:mhill...@equuscs.com>




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Re: [otrs] How to debug LDAP

[Marty Hillman]

Thanks, but it did not help me.  I found the error.log and found the following 
error.  I traced the error codes on Google, but all of the PERL modules are 
installed.  otrs.CheckModules.pl comes back clean.  I have double-checked the 
DN strings and everything traces fine.  And the username below exists because I 
am logged in to AD using that account.

ERROR: OTRS-CGI-10 Perl: 5.14.2 OS: linux Time: Tue Aug 27 17:42:28 2013

Message: First bind failed! 80090308: LdapErr: DSID-0C090334, comment: 
AcceptSecurityContext error, data 525, vece^@

RemoteAddress: 172.18.3.20
RequestURI: /otrs/index.pl

Traceback (6687):
   Module: Kernel::System::Auth::LDAP::Auth (OTRS 3.2.10) Line: 182
   Module: Kernel::System::Auth::Auth (OTRS 3.2.10) Line: 186
   Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.2.10) Line: 201
   Module: 
ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler 
(unknown version) Line: 41
   Module: (eval) (v1.99) Line: 204
   Module: ModPerl::RegistryCooker::run (v1.99) Line: 204
   Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 170
   Module: ModPerl::Registry::handler (v1.99) Line: 31

ERROR: OTRS-CGI-10 Perl: 5.14.2 OS: linux Time: Tue Aug 27 17:42:28 2013

Message: No UserID found for 'mhillman'!

RemoteAddress: 172.18.3.20
RequestURI: /otrs/index.pl

Traceback (6687):
   Module: Kernel::System::User::UserLookup (OTRS 3.2.10) Line: 795
   Module: Kernel::System::Auth::Auth (OTRS 3.2.10) Line: 243
   Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.2.10) Line: 201
   Module: 
ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler 
(unknown version) Line: 41
   Module: (eval) (v1.99) Line: 204
   Module: ModPerl::RegistryCooker::run (v1.99) Line: 204
   Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 170
   Module: ModPerl::Registry::handler (v1.99) Line: 31


From: Gerald Young [mailto:cryth...@gmail.com]
Sent: Tuesday, August 27, 2013 4:23 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] How to debug LDAP

http://forums.otterhub.org/viewtopic.php?f=60&t=16543

On Tue, Aug 27, 2013 at 4:55 PM, Marty Hillman 
mailto:mhill...@equuscs.com>> wrote:
Anyone know how to debug LDAP configurations?  I had it all configured, but my 
network administrator decided to reorganize Active Directory and move 
everything around in new OUs.  I changed the strings in Config.pm to point to 
the new DN, but it is still not allowing logins and shows Login Failed.  Trying 
to figure out what log files I can look at or how to manually test to get an 
actual error rather than a failed login.

Marty Hillman - IT Manager of Network Infrastructure
[cid:image001.png@01CEA34D.B9310590]



5801 Clearwater Drive, Minnetonka, MN 55343



P  612.617.4333  |  E 
mhill...@equuscs.com<mailto:mhill...@equuscs.com>




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[otrs] How to debug LDAP

[Marty Hillman]

Anyone know how to debug LDAP configurations?  I had it all configured, but my 
network administrator decided to reorganize Active Directory and move 
everything around in new OUs.  I changed the strings in Config.pm to point to 
the new DN, but it is still not allowing logins and shows Login Failed.  Trying 
to figure out what log files I can look at or how to manually test to get an 
actual error rather than a failed login.

Marty Hillman - IT Manager of Network Infrastructure
[cid:image001.png@01CEA336.6AABF9A0]



5801 Clearwater Drive, Minnetonka, MN 55343



P  612.617.4333  |  E mhill...@equuscs.com<mailto:mhill...@equuscs.com>



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Re: [otrs] otrs 3.1.11 - otrs.Pendingjobs.pl

[Marty Hillman]

We found that you can only have one email address in that field.  Separating 
addresses with commas does not work.  Instead, use a mail enabled distribution 
list, and things work perfectly.

Hope this helps.

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Steve 
Clark
Sent: Tuesday, July 23, 2013 8:34 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] otrs 3.1.11 - otrs.Pendingjobs.pl

On 07/23/2013 09:11 AM, Steven Carr wrote:
mailto:supp...@netwolves.com>,s...@netwolves.com,rand...@netwolves.com>
 is an invalid email address.

The match fail is because the content between <> doesn't conform to the rfc 
standard for an email address (multiple @ signs for starters). You can't put 
multiple comma separated email addresses in a field designed for a single email 
address.
Steve

Hi Steve,

I understand that - we don't put the <> in the address something in OTRS is 
doing that. We have multiple emails separated by comma's in the
email field of out Customers. This is the only place where we see this error. 
It appears something in OTRS is expecting only one Email address
and putting the <> around whatever happens to be in the Email field.
--
Stephen Clark
NetWolves
Director of Technology
Phone: 813-579-3200
Fax: 813-882-0209
Email: steve.cl...@netwolves.com
http://www.netwolves.com
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[otrs] Sharepoint integration possibilities?

[Marty Hillman]

Has anyone tried integrating OTRS within SharePoint?  I have LDAP 
authentication configured for my OTRS dev environment and everything works 
great.  We would like to be able to plug OTRS into webparts so that users have 
a single site on the intranet to go to.  It would be nice if it passed along an 
authentication token through the webpart to OTRS so the user does not have to 
log in a second time.

Thanks in advance for any pointers.

Marty Hillman, IT Manager of Network Architecture

[cid:image001.png@01CE70D2.F2AF2250]


5801 Clearwater Drive, Minnetonka, MN 55343


P 612.617.4333 | M 612.412.1098 | E 
mhill...@equuscs.com<mailto:mhill...@equuscs.com>



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Re: [otrs] ITSM Upgrade to 3.2.4 failing

[Marty Hillman]

This is Ubuntu 12.04 LTS.  Just changed the full SetPermissions commandline to 
the following:

/opt/otrs# bin/otrs.SetPermissions.pl /opt/otrs --otrs-user=otrs 
--web-user=www-data --otrs-group=otrs --web-group=www-data

Restarted the system and then went through the admin interface and attempted an 
upgrade again.  I get the same error.

Ran the otrs.CheckModules.pm with the following results:

/opt/otrs# bin/otrs.CheckModules.pl
  o CGI..ok (v3.63)
  o Crypt::PasswdMD5.ok (v1.3)
  o Crypt::SSLeayok (v0.57)
  o CSS::Minifierok (v0.01)
  o Date::Format.ok (v2.24)
  o Date::Pcalc..ok (v1.2)
  o DBI..ok (v1.616)
  o DBD::mysql...ok (v4.020)
  o DBD::ODBCNot installed! (optional - Required to 
connect to a MS-SQL database.)
  o DBD::Oracle..Not installed! (optional - Required to 
connect to a Oracle database.)
  o DBD::Pg..Not installed! (optional - Required to 
connect to a PostgreSQL database.)
  o Digest::MD5..ok (v2.51)
  o Digest::SHA::PurePerlok (v5.81)
  o Digest::SHA..ok (v5.61)
  o Encode::HanExtra.Not installed! (optional - Required to 
handle mails with several Chinese character sets.)
  o Encode::Locale...ok (v1.03)
  o GD...ok (v2.46)
o GD::Text...ok (v0.86)
o GD::Graph..ok (v1.44)
  o IO::Scalar...ok (v2.110)
  o IO::Wrap.ok (v2.110)
  o JavaScript::Minifier.ok (v1.05)
  o JSON.ok (v2.53)
o JSON::PP...ok (v2.27200)
o JSON::XS...ok (v2.32)
  o Locale::Codesok (v3.24)
  o LWP::UserAgent...ok (v6.04)
  o Mail::Internet...ok (v2.12)
  o Mail::POP3Client.ok (v1.2)
o IO::Socket::SSLok (v1.53)
  o Mail::IMAPClient.Not installed! (optional - Required for 
IMAP TLS connections.)
o IO::Socket::SSLok (v1.53)
  o MIME::Base64.ok (v3.13)
  o MIME::Tools..ok (v5.503)
  o ModPerl::Utilok (v2.05)
o Apache::DBIok (v1.11)
o Apache2::Reloadok (v0.12)
  o Net::DNS.ok (v0.66)
  o Net::POP3ok (v2.29)
  o Net::IMAP::Simpleok (v1.2034)
o IO::Socket::SSLok (v1.53)
  o Net::SMTPok (v2.31)
o Authen::SASL...ok (v2.16)
o Net::SMTP::SSL.ok (v1.01)
o Net::SMTP::TLS::ButMaintained..ok (v0.20)
  o Net::LDAPok (v0.53)
  o Net::SSL.ok (v2.84)
  o PDF::API2ok (v2.019)
o Compress::Zlib.ok (v2.033)
  o Storable.ok (v2.27)
  o SOAP::Lite...ok (v0.715)
o versionok (v0.9902)
o Class::Inspector...ok (v1.28)
  o Text::CSVok (v1.21)
o Text::CSV_PP...ok (v1.29)
o Text::CSV_XS...ok (v0.85)
  o Time::HiRes..ok (v1.9721_01)
  o XML::Parser..ok (v2.41)
  o HTTP::Messageok (v6.06)
o HTTP::Headers..ok (v6.05)
  o URI..ok (v1.60)
o URI::Escapeok (v3.31)
  o Scalar::Util.ok (v1.23)
  o YAML::XS.Not installed! (required - use "perl 
-MCPAN -e shell;" - )

Ran “apt-get install libconfig-yaml-perl” to take care of the final 
requirement.  I am not sure if this is a new requirement, but things were 
running fine under 3.2.2.  Figured I would go ahead and run the following while 
I am at it.

apt-get update
apt-get upgrade
apt-get dist-upgrade

Tried everything again and I still get the same error.

From: Steven Carr [mailto:sjc...@gmail.com]
Sent: Monday, May 20, 2013 12:06 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] ITSM Upgrade to 3.2.4 failing

Have you tried running otrs.CheckModules.pl<http://otrs.CheckModules.pl> to see 
if there is anything else missing?

On 20 May 2013 17:58, Marty Hillman 
mailto:mhill...@equuscs.com>> wrote:
This is a bit odd.  It is not telling me specifically which error occurred.  I 
have tried uninstalling the ITSM 3.2.2 packages, but that seems to take me back 
to the list without any errors and does not appear to complete the uninstall.  
I finally got the error below when attempting to run an upgrade.  Any tho

[otrs] ITSM Upgrade to 3.2.4 failing

[Marty Hillman]

This is a bit odd.  It is not telling me specifically which error occurred.  I 
have tried uninstalling the ITSM 3.2.2 packages, but that seems to take me back 
to the list without any errors and does not appear to complete the uninstall.  
I finally got the error below when attempting to run an upgrade.  Any thoughts? 
 I am guessing it is a permissions error somewhere, but I ran 
"/opt/otrs/bin/SetPermissions.pl /opt/otrs" and it appeared to function 
properly.  The ITSM upgrade fails through the browser every time.

Oops! An Error occurred.
Error Message: Package is not installed, can't upgrade!

.

You can Send a bugreport or go back to the previous 
page.

Error Details:
Error Details
Backend ERROR: OTRS-CGI-10 Perl: 5.14.2 OS: linux Time: Mon May 20 11:53:17 
2013 Message: Package is not installed, can't upgrade! RemoteAddress: 
172.18.3.20 RequestURI: /index.pl Traceback (11895): Module: 
Kernel::System::Package::PackageUpgrade (OTRS 3.2.6) Line: 614 Module: 
Kernel::Modules::AdminPackageManager::_UpgradeHandling (OTRS 3.2.6) Line: 1563 
Module: Kernel::Modules::AdminPackageManager::Run (OTRS 3.2.6) Line: 718 
Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.2.6) Line: 863 Module: 
ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler 
(unknown version) Line: 41 Module: (eval) (v1.99) Line: 204 Module: 
ModPerl::RegistryCooker::run (v1.99) Line: 204 Module: 
ModPerl::RegistryCooker::default_handler (v1.99) Line: 170 Module: 
ModPerl::Registry::handler (v1.99) Line: 31


[cid:image001.png@01CE5551.5E1046C0]


5801 Clearwater Drive, Minnetonka, MN 55343


P 612.617.4333 | M 612.412.1098 | E mhill...@equuscs.com



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Re: [otrs] OTRS and JIRA Integration

[Marty Hillman]

One other way I have tried it is to have OTRS send out an email based on 
conditional rules to a single monitored mailbox.  In Jira, use the Jira Email 
This Issue (JETI) plug-in to monitor that mailbox.

Marty

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Florian 
Edlhuber
Sent: Tuesday, April 16, 2013 3:11 AM
To: otrs@otrs.org
Subject: Re: [otrs] OTRS and JIRA Integration

Hi

16.04.2013 10:06 - Darshak Modi schrieb:
Is there any plug in available for integration with JIRA  & OTRS.

Or any other way to related JIRA and OTRS ? like ticket created in OTRS can be 
sent to JIRA, and after closing come back to JIRA?


You can use PostMaster Filter for building your own rules, use the available 
Package "Monitoring"
from ftp.otrs.org or the comercial Feature add On 
OTRSExternalTicketRecognition from otrs.com
Additional you can use some functionalities from EventBasedNotifications.

If you want to use this way manually just "forward" and "reply" to Jira System 
:)

Florian
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Re: [otrs] Closed tickets

[Marty Hillman]

There were instructions on how to do this with 2.0.4 that may still work.  It 
is a small modification to Config.pm.

http://lists.otrs.org/pipermail/otrs/2006-September/012276.html

Let me know if this actually works with your version.

Marty

From: Jean BROW [mailto:everyday...@gmail.com]
Sent: Thursday, March 21, 2013 11:02 AM
To: User questions and discussions about OTRS.
Subject: [otrs] Closed tickets

Hello,

Anyone know how I can re-open an ticket that are closed?

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Re: [otrs] FW: "Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator."

[Marty Hillman]

I got it fixed, and I am pretty sure I know what the error was.  There are some 
special characters that you can use in a password that it does not like at all 
in the Config.pm file.  The password I had selected for the test account had an 
@ symbol in it.  When I changed the password to one that was a mixture of cases 
and numbers, it seems to be working just fine.  The Customer page in the admin 
file is populated with all sorts of AD users now.

From: Gerald Young [mailto:cryth...@gmail.com]
Sent: Wednesday, March 20, 2013 3:56 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] FW: "Authentication succeeded, but no customer record is 
found in the customer backend. Please contact your administrator."

I've set this on 2.7, 3.0, and 3.1. It *should* work on 3.2 or else there'd 
have been some wailing and gnashing of teeth and immediate bugfixes.

It doesn't look like the code has been changed appreciably in a while, just 
some code cleanup.

On Wed, Mar 20, 2013 at 4:40 PM, Marty Hillman 
mailto:mhill...@equuscs.com>> wrote:
That poses one question for me.  What version are you using where it works?  
Then I promise to drop this particular issue.

But again, Thanks for all of your help.  You have all been teaching me more 
than I ever thought I wanted to know about perl and OTRS.  ;-)

From: Gerald Young [mailto:cryth...@gmail.com<mailto:cryth...@gmail.com>]
Sent: Wednesday, March 20, 2013 3:36 PM

To: User questions and discussions about OTRS.
Subject: Re: [otrs] FW: "Authentication succeeded, but no customer record is 
found in the customer backend. Please contact your administrator."

There's not enough other information available for me to assist at this time. 
I've configured this and helped others configure it on multiple occasions, and 
have no other information that I can provide via the mailing list. It *could* 
be a bug in 3.2.3 (don't know) but at the moment, unless I'm looking right at 
your config, I don't know what else to say.


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Re: [otrs] FW: "Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator."

[Marty Hillman]

That poses one question for me.  What version are you using where it works?  
Then I promise to drop this particular issue.

But again, Thanks for all of your help.  You have all been teaching me more 
than I ever thought I wanted to know about perl and OTRS.  ;-)

From: Gerald Young [mailto:cryth...@gmail.com]
Sent: Wednesday, March 20, 2013 3:36 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] FW: "Authentication succeeded, but no customer record is 
found in the customer backend. Please contact your administrator."

There's not enough other information available for me to assist at this time. 
I've configured this and helped others configure it on multiple occasions, and 
have no other information that I can provide via the mailing list. It *could* 
be a bug in 3.2.3 (don't know) but at the moment, unless I'm looking right at 
your config, I don't know what else to say.

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Re: [otrs] FW: "Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator."

[Marty Hillman]

Nope.  Not true.  I just ran LDIFDE against the server that I am querying for 
LDAP.  For my user account, I have the following (edited for security).  Based 
on the contents, I even commented out items in the map and left only 
UserFirstName, UserLastName, UserLogin, UserEmail, UserCustomerID.

dn: CN=Marty 
Hillman,OU=Users,OU=Corporate,OU=,OU=,OU=,DC=x,DC=com
changetype: add
objectClass: top
objectClass: person
objectClass: organizationalPerson
objectClass: user
cn: Marty Hillman
sn: Hillman
c: US
l: Minnetonka
st: MN
title: Infrastructure Manager
description: IT Infrastructure Manager
postalCode: 55343
givenName: Marty
distinguishedName:
 CN=Marty 
Hillman,OU=Users,OU=Corporate,OU=,OU=,OU=,DC=,DC=com
instanceType: 4
whenCreated: 20130219201501.0Z
whenChanged: 20130313151527.0Z
displayName: Marty Hillman
uSNCreated: XXX
memberOf:
*** Lots of groups deleted ***
uSNChanged: XXX
co: UNITED STATES
department: MIS
company: Equus Computer Systems, Inc.
homeMTA:
*** Exchange settings ***
proxyAddresses: smtp:x
proxyAddresses: smtp: x
proxyAddresses: smtp: x
proxyAddresses: smtp: x
proxyAddresses: smtp: x
proxyAddresses: smtp: x
proxyAddresses: SMTP:mhill...@equuscs.com
proxyAddresses: XXX
homeMDB:
*** Exchange Settings ***
mDBUseDefaults: TRUE
mailNickname: mhillman
name: Marty Hillman
objectGUID:: x
userAccountControl: X
badPwdCount: 0
codePage: 0
countryCode: 840
homeDirectory: \\x\xx
homeDrive: H:
badPasswordTime: XX
lastLogoff: 0
lastLogon: XX
scriptPath: smsls
logonHours:: 
pwdLastSet: XX
primaryGroupID: XXX
userParameters::

objectSid:: xx
adminCount: 1
accountExpires: 0
logonCount: 249
sAMAccountName: mhillman
sAMAccountType: x
showInAddressBook:
*** Exchange Settings ***
userPrincipalName: mhill...@equuscs.com<mailto:mhill...@equuscs.com>
objectCategory: CN=Person,CN=Schema,CN=Configuration,DC=equuscs,DC=com
mSMQSignCertificates::
XX
mSMQDigests:: XXX
msNPAllowDialin: FALSE
lastLogonTimestamp: 130075656959202436
textEncodedORAddress: X
mail: mhill...@equuscs.com<mailto:mhill...@equuscs.com>
msExchHomeServerName:
X
msExchMailboxSecurityDescriptor::
X
msExchUserAccountControl: 0
msExchMailboxGuid:: XXX
msExchPoliciesIncluded:

msExchUserCulture: en-US
msExchVersion: XXX
msExchMobileMailboxFlags: 1
msExchRecipientDisplayType: 1073741824
msExchRecipientTypeDetails: 1


From: Gerald Young [mailto:cryth...@gmail.com]
Sent: Wednesday, March 20, 2013 3:04 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] FW: "Authentication succeeded, but no customer record is 
found in the customer backend. Please contact your administrator."

"Am I supposed to manually add Customers, or should they be added much like 
Agents are?"
Neither. They should be queried from your LDAP/Active Directory. Which means 
the DB should be empty and you should be able to search against your LDAP/AD.

There is a problem querying your LDAP/AD for Customers. I don't know *why*, but 
there usually is some sort of error message in OTRS System Log that tells you 
why.
All we know for sure is that "No such user 'mhillman'!" tells us your 
sAMAccountName isn't (necessarily) mhillman.

(Could that be true?)

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Re: [otrs] "Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator."

[Marty Hillman]

And you would make me a very happy person if you got that done.  :-)

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of David 
Boyes
Sent: Wednesday, March 20, 2013 9:54 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] "Authentication succeeded, but no customer record is found 
in the customer backend. Please contact your administrator."


Ok.  I am going to start over from scratch with a fresh Config.pm and report 
back.  Brand new day.  The ultimate goal would be for the site to automatically 
log the user in based on the context of the user logged in to the workstation.

Adding GSSAPI support to OTRS has been on my to-do list for quite a while. That 
would allow security and identity tokens (like the Kerberos 5 principal and 
service tickets that Windows uses) to be securely passed from lots of different 
authentication sources w/o special code for each.

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Re: [otrs] "Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator."

[Marty Hillman]

Yes.  Those settings are all there.


From: Alvaro Cordero [mailto:alv...@gridshield.net]
Sent: Wednesday, March 20, 2013 9:22 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] "Authentication succeeded, but no customer record is found 
in the customer backend. Please contact your administrator."

Hello Marting,
Have you also check CustomerAuth option in Sysconfig. You need to configure 
both place (Config.pm) and Sysconfig options so the customers can loging and 
get into OTRS.
The option FrontEnd::Customer::Auth is what I am talking about.

2013/3/19 Marty Hillman mailto:mhill...@equuscs.com>>
My Config.pm appears to be configured correctly, but it does not work.  I have 
looked at the articles in your links along with dozens of others.  All of them 
have the exact same configuration as what I posted in my initial email unless 
there is a character somewhere I am missing.  I copied and pasted the 
configurations changing my DN, CN, OU, DC in accordance with my AD structure.  
It is obviously authenticating, so I am fairly certain I did it right.  The 
sAMAccountName and mail settings have been changed various times to try to get 
it working.  Until just before I posted my message, they were both set to 
'mail'.

One user wrote that the Customer::Auth page needed to be modified in SysConfig. 
 http://deckerix.com/blog/configura-tu-otrs-con-soporte-ldap/  I did this as 
well and verified the settings in ZZZauto.pm.

>From how I read your email ("OTRS will not populate your customer_user 
>database"), I am going to have to hand enter 500 user accounts for the 
>potential employees that can enter tickets or they will not be able to use the 
>system.If I understand you correctly, that is a project killer.

If the system can create the agent accounts based on settings in the Config.pm 
file, why would it not be able to do so with customers?

From: otrs-boun...@otrs.org<mailto:otrs-boun...@otrs.org> 
[mailto:otrs-boun...@otrs.org<mailto:otrs-boun...@otrs.org>] On Behalf Of 
Leonardo Certuche
Sent: Tuesday, March 19, 2013 2:03 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] "Authentication succeeded, but no customer record is found 
in the customer backend. Please contact your administrator."

Hello Marty,

OTRS will not populate your customer_user database once integrated with an 
LDAP/AD. It will check if the user exists on  'CN=OTRS 
Dev,OU=level2,OU=level1,DC=domain,DC=com' and then it will confirm the 
password. If it matches, it will let the customer log in.

What you are facing probably has to do with the fact that first you associate 
CustomerID with one thing:

CustomerID => 'sAMAccountName',

And then you map it with another:

 [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ],

Have you tried the following entries?

https://www.google.com.co/search?q=site%3Aforums.otterhub.org+%22Authentication+succeeded%22

Leonardo Certuche
www.itconsultores.com.co<http://www.itconsultores.com.co>
Medellín, Colombia

On 19 March 2013 13:41, Marty Hillman 
mailto:mhill...@equuscs.com>> wrote:
I have Googled and screwed around with Config.pm for hours.  The configuration 
is creating agents in the database appropriately, but it is not creating users 
in the customer database.  I am using this as in internal system only, so there 
is no outside access.  I want any user to be able to use their AD credentials 
to log on.  If there is not an account in OTRS, it should create one for them.

Anyone have any thoughts on what I am overlooking?  Here is my 
/opt/otrs/Kernel/Config.pm.  I copied and pasted from several Google results 
and modified for my own information.  It does validate the password is correct 
for the customer, but does not add them to the database if they don't exist.

#  #
# 
http://wiki.otterhub.org/index.php?title=Using_OTRS_with_Active_Directory_as_a_source_for_agents
 #
#  #

# This is an example configuration for using an MS AD backend
$Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP';
$Self->{'AuthModule::LDAP::Host'} = '172.16.10.21';
$Self->{'AuthModule::LDAP::BaseDN'} = 'dc=domain,dc=com';
$Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName';

# Check if the user is allowed to auth in a posixGroup
# (e. g. user needs to be in a group OTRS_Agents to use otrs)
$Self->{'AuthModule::LDAP::GroupDN'} = 
'CN=Corp_Admin_MIS,OU=level2,OU=level1,DC=domain,DC=com';
$Self->{'AuthModule::LDAP::AccessAttr'} = 'member';
$Self->{'AuthModule::LDAP::UserAttr'} = 'DN';

# Bind credentials to lo

Re: [otrs] "Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator."

[Marty Hillman]

Ok.  I am going to start over from scratch with a fresh Config.pm and report 
back.  Brand new day.  The ultimate goal would be for the site to automatically 
log the user in based on the context of the user logged in to the workstation.  
This would allow me to embed the customer.pl page (more specifically a new 
ticket form) directly into SharePoint (gasp!) so that we have full integration 
within our intranet.  Again, there will be no access for non-employees as this 
is exclusively internal facing.  Am I being too unrealistic?

Thanks for all of the pointers everyone.  I will use these links to try again 
and let you know.

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of David 
Boyes
Sent: Wednesday, March 20, 2013 12:09 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] "Authentication succeeded, but no customer record is found 
in the customer backend. Please contact your administrator."

Authentication and authorization are two different things (one is "can you 
access this system", the other is "what are you allowed to do"). I agree that 
on first authentication, OTRS should create a stub record in the database for 
the authorized entity, but I actually think the "no privileges until explicitly 
assigned" is a good thing in that you don't accidentally disclose things that 
that customer has no business seeing.

I think the compromise approach would be to use the authorization exit to check 
whether the customer is in the database and then add a default entry from a 
site-assigned template (queue access, permissions, etc).

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Marty 
Hillman
Sent: Tuesday, March 19, 2013 4:06 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] "Authentication succeeded, but no customer record is found 
in the customer backend. Please contact your administrator."

Come to think of it, if it does not add the customers to the database, the 
feature is pretty worthless.  Why validate against LDAP/AD at all for customers 
if everything has to exist in the database?  That would just be adding useless 
complexity.

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OTRS mailing list: otrs - Webpage: http://otrs.org/
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To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

Re: [otrs] "Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator."

[Marty Hillman]

Come to think of it, if it does not add the customers to the database, the 
feature is pretty worthless.  Why validate against LDAP/AD at all for customers 
if everything has to exist in the database?  That would just be adding useless 
complexity.

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Marty 
Hillman
Sent: Tuesday, March 19, 2013 3:00 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] "Authentication succeeded, but no customer record is found 
in the customer backend. Please contact your administrator."

My Config.pm appears to be configured correctly, but it does not work.  I have 
looked at the articles in your links along with dozens of others.  All of them 
have the exact same configuration as what I posted in my initial email unless 
there is a character somewhere I am missing.  I copied and pasted the 
configurations changing my DN, CN, OU, DC in accordance with my AD structure.  
It is obviously authenticating, so I am fairly certain I did it right.  The 
sAMAccountName and mail settings have been changed various times to try to get 
it working.  Until just before I posted my message, they were both set to 
'mail'.

One user wrote that the Customer::Auth page needed to be modified in SysConfig. 
 http://deckerix.com/blog/configura-tu-otrs-con-soporte-ldap/  I did this as 
well and verified the settings in ZZZauto.pm.

>From how I read your email ("OTRS will not populate your customer_user 
>database"), I am going to have to hand enter 500 user accounts for the 
>potential employees that can enter tickets or they will not be able to use the 
>system.If I understand you correctly, that is a project killer.

If the system can create the agent accounts based on settings in the Config.pm 
file, why would it not be able to do so with customers?

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of 
Leonardo Certuche
Sent: Tuesday, March 19, 2013 2:03 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] "Authentication succeeded, but no customer record is found 
in the customer backend. Please contact your administrator."

Hello Marty,

OTRS will not populate your customer_user database once integrated with an 
LDAP/AD. It will check if the user exists on  'CN=OTRS 
Dev,OU=level2,OU=level1,DC=domain,DC=com' and then it will confirm the 
password. If it matches, it will let the customer log in.

What you are facing probably has to do with the fact that first you associate 
CustomerID with one thing:

CustomerID => 'sAMAccountName',

And then you map it with another:

 [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ],

Have you tried the following entries?

https://www.google.com.co/search?q=site%3Aforums.otterhub.org+%22Authentication+succeeded%22

Leonardo Certuche
www.itconsultores.com.co<http://www.itconsultores.com.co>
Medellín, Colombia

On 19 March 2013 13:41, Marty Hillman 
mailto:mhill...@equuscs.com>> wrote:
I have Googled and screwed around with Config.pm for hours.  The configuration 
is creating agents in the database appropriately, but it is not creating users 
in the customer database.  I am using this as in internal system only, so there 
is no outside access.  I want any user to be able to use their AD credentials 
to log on.  If there is not an account in OTRS, it should create one for them.

Anyone have any thoughts on what I am overlooking?  Here is my 
/opt/otrs/Kernel/Config.pm.  I copied and pasted from several Google results 
and modified for my own information.  It does validate the password is correct 
for the customer, but does not add them to the database if they don't exist.

#  #
# 
http://wiki.otterhub.org/index.php?title=Using_OTRS_with_Active_Directory_as_a_source_for_agents
 #
#  #

# This is an example configuration for using an MS AD backend
$Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP';
$Self->{'AuthModule::LDAP::Host'} = '172.16.10.21';
$Self->{'AuthModule::LDAP::BaseDN'} = 'dc=domain,dc=com';
$Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName';

# Check if the user is allowed to auth in a posixGroup
# (e. g. user needs to be in a group OTRS_Agents to use otrs)
$Self->{'AuthModule::LDAP::GroupDN'} = 
'CN=Corp_Admin_MIS,OU=level2,OU=level1,DC=domain,DC=com';
$Self->{'AuthModule::LDAP::AccessAttr'} = 'member';
$Self->{'AuthModule::LDAP::UserAttr'} = 'DN';

# Bind credentials to log into AD
$Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=OTRS 
Dev,OU=level2,OU=level1,DC=domain,DC=com';

Re: [otrs] "Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator."

[Marty Hillman]

My Config.pm appears to be configured correctly, but it does not work.  I have 
looked at the articles in your links along with dozens of others.  All of them 
have the exact same configuration as what I posted in my initial email unless 
there is a character somewhere I am missing.  I copied and pasted the 
configurations changing my DN, CN, OU, DC in accordance with my AD structure.  
It is obviously authenticating, so I am fairly certain I did it right.  The 
sAMAccountName and mail settings have been changed various times to try to get 
it working.  Until just before I posted my message, they were both set to 
'mail'.

One user wrote that the Customer::Auth page needed to be modified in SysConfig. 
 http://deckerix.com/blog/configura-tu-otrs-con-soporte-ldap/  I did this as 
well and verified the settings in ZZZauto.pm.

>From how I read your email ("OTRS will not populate your customer_user 
>database"), I am going to have to hand enter 500 user accounts for the 
>potential employees that can enter tickets or they will not be able to use the 
>system.If I understand you correctly, that is a project killer.

If the system can create the agent accounts based on settings in the Config.pm 
file, why would it not be able to do so with customers?

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of 
Leonardo Certuche
Sent: Tuesday, March 19, 2013 2:03 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] "Authentication succeeded, but no customer record is found 
in the customer backend. Please contact your administrator."

Hello Marty,

OTRS will not populate your customer_user database once integrated with an 
LDAP/AD. It will check if the user exists on  'CN=OTRS 
Dev,OU=level2,OU=level1,DC=domain,DC=com' and then it will confirm the 
password. If it matches, it will let the customer log in.

What you are facing probably has to do with the fact that first you associate 
CustomerID with one thing:

CustomerID => 'sAMAccountName',

And then you map it with another:

 [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ],

Have you tried the following entries?

https://www.google.com.co/search?q=site%3Aforums.otterhub.org+%22Authentication+succeeded%22

Leonardo Certuche
www.itconsultores.com.co<http://www.itconsultores.com.co>
Medellín, Colombia

On 19 March 2013 13:41, Marty Hillman 
mailto:mhill...@equuscs.com>> wrote:
I have Googled and screwed around with Config.pm for hours.  The configuration 
is creating agents in the database appropriately, but it is not creating users 
in the customer database.  I am using this as in internal system only, so there 
is no outside access.  I want any user to be able to use their AD credentials 
to log on.  If there is not an account in OTRS, it should create one for them.

Anyone have any thoughts on what I am overlooking?  Here is my 
/opt/otrs/Kernel/Config.pm.  I copied and pasted from several Google results 
and modified for my own information.  It does validate the password is correct 
for the customer, but does not add them to the database if they don't exist.

#  #
# 
http://wiki.otterhub.org/index.php?title=Using_OTRS_with_Active_Directory_as_a_source_for_agents
 #
#  #

# This is an example configuration for using an MS AD backend
$Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP';
$Self->{'AuthModule::LDAP::Host'} = '172.16.10.21';
$Self->{'AuthModule::LDAP::BaseDN'} = 'dc=domain,dc=com';
$Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName';

# Check if the user is allowed to auth in a posixGroup
# (e. g. user needs to be in a group OTRS_Agents to use otrs)
$Self->{'AuthModule::LDAP::GroupDN'} = 
'CN=Corp_Admin_MIS,OU=level2,OU=level1,DC=domain,DC=com';
$Self->{'AuthModule::LDAP::AccessAttr'} = 'member';
$Self->{'AuthModule::LDAP::UserAttr'} = 'DN';

# Bind credentials to log into AD
$Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=OTRS 
Dev,OU=level2,OU=level1,DC=domain,DC=com';
$Self->{'AuthModule::LDAP::SearchUserPw'} = 'password';

# 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->{'AuthModule::LDAP::AlwaysFilter'} = '';

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

[otrs] "Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator."

[Marty Hillman]

I have Googled and screwed around with Config.pm for hours.  The configuration 
is creating agents in the database appropriately, but it is not creating users 
in the customer database.  I am using this as in internal system only, so there 
is no outside access.  I want any user to be able to use their AD credentials 
to log on.  If there is not an account in OTRS, it should create one for them.

Anyone have any thoughts on what I am overlooking?  Here is my 
/opt/otrs/Kernel/Config.pm.  I copied and pasted from several Google results 
and modified for my own information.  It does validate the password is correct 
for the customer, but does not add them to the database if they don't exist.

#  #
# 
http://wiki.otterhub.org/index.php?title=Using_OTRS_with_Active_Directory_as_a_source_for_agents
 #
#  #

# This is an example configuration for using an MS AD backend
$Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP';
$Self->{'AuthModule::LDAP::Host'} = '172.16.10.21';
$Self->{'AuthModule::LDAP::BaseDN'} = 'dc=domain,dc=com';
$Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName';

# Check if the user is allowed to auth in a posixGroup
# (e. g. user needs to be in a group OTRS_Agents to use otrs)
$Self->{'AuthModule::LDAP::GroupDN'} = 
'CN=Corp_Admin_MIS,OU=level2,OU=level1,DC=domain,DC=com';
$Self->{'AuthModule::LDAP::AccessAttr'} = 'member';
$Self->{'AuthModule::LDAP::UserAttr'} = 'DN';

# Bind credentials to log into AD
$Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=OTRS 
Dev,OU=level2,OU=level1,DC=domain,DC=com';
$Self->{'AuthModule::LDAP::SearchUserPw'} = 'password';

# 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->{'AuthModule::LDAP::AlwaysFilter'} = '';

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

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

   # Now sync data with OTRS DB
$Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP';
$Self->{'AuthSyncModule::LDAP::Host'} = '172.16.10.21';
$Self->{'AuthSyncModule::LDAP::BaseDN'} = 'dc=domain, dc=com';
$Self->{'AuthSyncModule::LDAP::UID'} = 'sAMAccountName';
$Self->{'AuthSyncModule::LDAP::SearchUserDN'} = 'CN=OTRS 
Dev,OU=level2,OU=level1,DC=domain,DC=com';
$Self->{'AuthSyncModule::LDAP::SearchUserPw'} = 'password';

$Self->{'AuthSyncModule::LDAP::UserSyncMap'} = {
# DB -> LDAP
UserFirstname => 'givenName',
   UserLastname  => 'sn',
UserEmail => 'mail',
};

# AuthSyncModule::LDAP::UserSyncInitialGroups
# (sync following group with rw permission after initial create of first 
agent
# login)
$Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [
'users',
];

#  #
# Customer authentication section  #
#  #

$Self->{'SecureMode'} = '1';
#The name to be used for this server when constructing URLs in email
$Self-> {'FQDN'} = 'otrsdev.domain.com';

#Enable LDAP authentication for Customers / Users
$Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP';
$Self->{'Customer::AuthModule::LDAP::Host'} = '172.16.10.21';
$Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'DC=domain,DC=com';
$Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName';
$Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN';
$Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=OTRS 
Dev,OU=level2,OU=level1,DC=domain,DC=com';
$Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password';
$Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = '(objectclass=user)';
$Self->{'Customer::AuthModule::LDAP::UserSuffix'} = '';
#$Self->{'AuthModule::LDAP::Die'} = 1;

#CustomerUser
#(customer user database backend and settings)
$Self->{CustomerUser} = {
Module => 'Kernel::System::CustomerUser::LDAP',
Params => {
Host => '172.16.10.21',
BaseDN => 'DC=domain,DC=com',
async => 0,
port => 389,
sscope => 'sub',
timeout => 120,
version => 3,
UserDN => 'CN=OTRS Dev,OU=level2,OU=level1,DC=domain,DC=com';
UserPw => 'password',
},

# Unique customer key/id
CustomerKey => 'sAMAccountName',

Re: [otrs] Hierarchical Dynamic Fields

[Marty Hillman]

Thanks.  I will give that a try.  I was also reviewing 
http://forums.otterhub.org/viewtopic.php?f=61&t=16688&p=77236#p77236 but that 
got to the point it was a bit confusing.  I think I need to research that 
option a bit more so that the configuration is not overwritten with upgrades as 
well.

Thanks again for the speedy response!

Marty

From: Gerald Young [mailto:cryth...@gmail.com]
Sent: Monday, March 11, 2013 11:55 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Hierarchical Dynamic Fields

There's this: http://forums.otterhub.org/viewtopic.php?f=53&t=16009#p64539 ... 
maybe it will help.

On Mon, Mar 11, 2013 at 12:34 PM, Marty Hillman 
mailto:mhill...@equuscs.com>> wrote:
I am looking to utilize two dynamic fields for ticket entry where the dropdown 
in field 2 is dependent upon the entry in field 1.  For example, in field 1 the 
user can select Problem or Request.  If they select Problem, field 2 gives them 
a choice of email, printing phone, etc.  If they select Request, they are 
offered website, login or other.

I actually need to extend this a bit further with a primary field, but if 
someone can tell me how to create field 2 properly,  I can work out the logic 
for the overly complicated scenario.

I have been reading the documentation cover to cover but have not been able to 
figure out how to do this.  Anyone have any ideas or suggestions for better 
initial setup documentation?

Thanks!
Marty

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[otrs] Hierarchical Dynamic Fields

[Marty Hillman]

I am looking to utilize two dynamic fields for ticket entry where the dropdown 
in field 2 is dependent upon the entry in field 1.  For example, in field 1 the 
user can select Problem or Request.  If they select Problem, field 2 gives them 
a choice of email, printing phone, etc.  If they select Request, they are 
offered website, login or other.

I actually need to extend this a bit further with a primary field, but if 
someone can tell me how to create field 2 properly,  I can work out the logic 
for the overly complicated scenario.

I have been reading the documentation cover to cover but have not been able to 
figure out how to do this.  Anyone have any ideas or suggestions for better 
initial setup documentation?

Thanks!
Marty
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