Hi,
I don’t see any options for “pre-filtering” the LDAP server list either. That
would be a nice feature I guess, but as Gerald says, only if a domain name was
available at (all) login times.
One thought that comes to mind, though, would be to actually do an LDAP filter
so that the search
Without being entirely sure of what you experience, could this perhaps be an
issue:
CustomerUserSearchListLimit = 1,
Try increasing that.
--
/S
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
iga3...@yahoo.com
Sent: 26. februar 2014 09:53
To: OTRS. User questions and
],
In my config, I'm using:
Map = [
...
[ 'UserLogin', 'Username', 'sAMAccountName', 1, 1, 'var',
'', 0 ],
--
/S
From: iga3...@yahoo.com [mailto:iga3...@yahoo.com]
Sent: 26. februar 2014 10:26
To: Sune T. Tougaard; User questions and discussions about OTRS.
Subject: Re: [otrs
Hi list,
I have a situation where I'd like to have the SystemMonitoring module handle
almost identical tickets in multiple queues.
With my current config, it doesn' work so well.
Here's what happens:
A host or service goes down somewhere, and our monitoring software sends two
(almost)
Well, i don't know anything about the upgrade, but this is awesome feedback.
Thanks a lot for your efforts Bogdan. :-)
--
/Sune T. (mobile)
On 20/06/2013, at 18.55, Bogdan Iosif
bogdan.io...@gmail.commailto:bogdan.io...@gmail.com wrote:
The problem still exists in a deployment made with
Hi,
I’ve experienced something similar (a couple of times, actually), trying to do
a 3.1.2 - 3.2.x recently, ending up with a roll-back.
I also found this post on the forums:
http://forums.otterhub.org/viewtopic.php?f=63t=20288
I read somewhere (can’t remember where and can’t find it again, it
Doh, in that some forum post, it says that 3.2.3 is working, I think that was
what I saw.
/S
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Sune T.
Tougaard
Sent: 19. juni 2013 15:51
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Problem upgrading
decided to wait for a stable installer?
On Wed, Jun 19, 2013 at 4:54 PM, Sune T. Tougaard
s...@lyngsoesystems.commailto:s...@lyngsoesystems.com wrote:
Doh, in that some forum post, it says that 3.2.3 is working, I think that was
what I saw.
/S
From: otrs-boun...@otrs.orgmailto:otrs-boun...@otrs.org
Hi there,
We did something similar, by keeping it simple. No need for looking at
export/import formats, just send them as e-mails, otrs know how to handle that.
- Identify fields and states in your home grown system that you want to be
available in OTRS.
- Export old tickets in whatever format
Hi,
I'm not sure I should be trying to explain much about OTRS or LDAP, but here
are some of my humble experiences and a few snippets from my config.pm.
First of all, OTRS separates the authentication and the data backends. That
means, when you authenticate a user (agent or customer), we
Hi,
I have not tried it at all for something like this, but perhaps a little
creativity with the System Monitoring package (available from the
OTRS-Admin-Package Manager interface) could help you along.
If not, I'm sure the Add-On that Michiel mentions will fit your needs perfectly.
--
/Sune
We do something similar on our 3.1.2 install.
Not sure how I got this one figured out (or even if it's entirely correct), but
here's a good site to test: http://regexpal.com/
(and I'm sure some regexp guru can do this 6 characters or less ;-) )
baseDN)
On Tue, Apr 3, 2012 at 2:13 AM, Sune T. Tougaard
s...@lyngsoesystems.commailto:s...@lyngsoesystems.com wrote:
How about just adding yet another customer authentication (and data) backend
pointing at the child domain?
http://doc.otrs.org/3.1/en/html/auth-backends.html#customer-auth
[mailto:otrs-boun...@otrs.org] On Behalf Of Eddie
Sent: 10. april 2012 14:47
To: User questions and discussions about OTRS.
Subject: Re: [otrs] child domain auth (multiple baseDN)
On Tue, Apr 10, 2012 at 4:46 AM, Sune T. Tougaard
s...@lyngsoesystems.commailto:s...@lyngsoesystems.com wrote:
Also
How about just adding yet another customer authentication (and data) backend
pointing at the child domain?
http://doc.otrs.org/3.1/en/html/auth-backends.html#customer-auth-backends
http://doc.otrs.org/3.1/en/html/customer-user-backend.html#multiple-customer-backends
--
/Sune T.
From:
will overwrite the ones in the subject.
mike
On Fri, Mar 23, 2012 at 9:27 PM, Sune T. Tougaard
s...@lyngsoesystems.commailto:s...@lyngsoesystems.com wrote:
Thanks Mike,
Excellent. I'm pretty sure that solves my problems, knowing how it works. Thank
you for explaining.
However, just out of curiosity... :)
I
Hi,
Sorry for the lenghty e-mail, but I need some help on this.
I'm trying to get my Zenoss alerting working with my OTRS install.
Even though I've tried tailoring the e-mails to my systemmonitoring rules
specifically, I don't seem to be getting the desired results.
One of the mails (html) I
Thanks Mike/James,
However, 0 is exactly what i'm looking for, to see if the host is up.
I have an OTRSNumState that can be either 0, 1, 2, 3, 4 or 5.
0 is meant to close, while the rest is meant to create a new (or append to
existing) ticket.
Hmm, perhaps I could just try putting some other
to set the name of that state
in CloseActionState.
I hope this helps explain how the system monitoring is used. Let me know if you
have any more questions.
mike
On Fri, Mar 23, 2012 at 7:35 PM, Sune T. Tougaard
s...@lyngsoesystems.commailto:s...@lyngsoesystems.com wrote:
Thanks Mike/James
Hi guys,
Currently running through a test-upgrade from 3.0.9 to 3.1.2
I'm pretty sure i already did a test from 3.0.9 to 3.1.1 without this issue.
The first database upgrade script runs through as supposed to.
The perl data migration script then gives me this:
...
Verified ticket 13900 of 15257
Hi list,
I've been trying out different options on our test-install of otrs (currently
3.1.1.).
One thing I wanted to try, was to use the filesystem for articlestorage.
I guess it works ok, but doing the actual switch with the current content of
the DB seems to be giving me some troubles.
Hi Jan,
I'm seeing the same thing.
I guess this is a feature with our current setup, so we've been trying to do
Moves into the relevant queues instead of sending e-mails back and forth.
I've also been wanting to test if setting the Postmaster Mail Account to not
trusted makes a difference, but
Hi Jørn-Stian,
In my setup, we currently do something similar.
First of all, our Agents have to be member of the OTRS_Agents group to be able
to login to OTRS.
We take care of that part in the LDAP Authentication part, with these lines:
# Check if member of AD group before agent login.
Hi list,
I've been looking a bit at the Company/Customer part in OTRS.
I'd like to add a level or two, I think. Not sure how else to implement.
As far as I understand, the Customer part is the end-user that may or may not
have access to the customer web-interface.
And Companies let me group
Hi all,
I've been asked if it's possible to forward an entire ticket, including notes
(perhaps only external) out of the OTRS system.
For example, if a helpdesk person have had some technical e-mail correspondence
with a customer (10-15 e-mails back and forth, not necessarily in that order),
OTRS.
Subject: Re: [otrs] Subject size/length
So that is hardcoded in the theme/web .dtl templates under
Kernel/Output/HTML/Standard. You will see that some of the fields are
deliberately truncated e.g...
$QData{Subject,36}
Steve
On 10 November 2011 12:05, Sune T. Tougaard
s
...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Steven
Carr
Sent: 10. november 2011 10:21
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Subject size/length
Try:
SysConfig - Ticket - Core::Ticket - Ticket::SubjectSize
Steve
On 9 November 2011 13:42, Sune T. Tougaard
s
Hi all,
Instead of trying to educate all of my users, I'd like to increase the size of
the Subject field in the OTRS interface.
Meaning: I'd like to make sure that no matter how the ticket is created, I'm
able to see the full subject in the agent/customer interface.
I think I found some
Hi,
When i print a ticket to PDF, there's a printed by... headline that's giving
me some issues.
It's created as a link in the PDF, and it looks like:
printed by Sune T. Tougaard (e-mail address)[..]
The link is a mailto: link, but the address that ends up in the To: field
when clicking
Removing STRICT_TRANS_TABLES from my.ini seems to resolve the issue.
(thanks to M-100it from the forums)
--
/Sune T.
-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Sune T.
Tougaard
Sent: 24. august 2011 12:03
To: otrs@otrs.org
Subject: [otrs
Hi all,
I'm having an issue here with an OTRS 3.0.9 installation.
Trying to add a customer, gives me an error Field 'pw' doesn't have a default
value, whether or not a password has been entered in the user creation
interface.
The same error as the german user here, i think:
Hi list,
I've been playing around with an upgrade procedure from 2.4.7 to 3.0.9.
During the first of the two DB upgrade scripts, my database increases in size
with about 4-5 GB (rising to a total of almost 20gb). Is that normal, or do I
have an option enabled that I shouldn't? :)
Thanks.
--
Hi,
I do not know the inner workings of OTRS, but a low-practical solution would
be to let everyone log on as the same generic user.
Another way could be to restrict access to the reporting/analyzing, so it would
only be accessible to the right people.
Or perhaps even let agents not use OTRS,
Actually, i still have not found a good explanation for these issues that I
have seen a few times:
http://lists.otrs.org/pipermail/otrs/2010-November/034061.html
http://lists.otrs.org/pipermail/otrs/2011-January/034582.html
Still waiting for the next time it happens.
--
/Sune T.
Hi Steve,
I'd very much like to hear more of this.
I guess it's a combination of Apache and OTRS configuration as well as that
script you mention, right?
I've been picking up info about this here and there the last year or so, but
have never gotten around to actually implement anything, and am
Hmm, i guess DateTime uses a counter as well, so i may still be
dependent on the ticketcounter.log, if that is the culprit.
Any other ideas out there?
--
/Sune T.
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Sune T. Tougaard
Sent: 13. januar 2011 15:31
.
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Sune T. Tougaard
Sent: 26. november 2010 10:38
To: otrs@otrs.org
Subject: [otrs] Autoincrement trouble
Hi List,
Last night, our system (2.4.7) running AutoIncrement on the ticket
number sequence generation, crossed
Hi Gerald,
Improper or not, I appreciate you taking your time to actually present a
suggestion.
I'm not sure I'm ready to mess directly with the database like that
anyways, but thanks for the thoughts.
If it is potentially dangerous, I hope others will see your second
message as well.
about the permissions on TicketCounter.log? what if it couldn't
be written to?
On Tue, Nov 30, 2010 at 5:12 PM, Sune T. Tougaard
s...@lyngsoesystems.com wrote:
Hi Gerald,
Improper or not, I appreciate you taking your time to actually present a
suggestion.
I'm not sure I'm ready to mess
Hi List,
Last night, our system (2.4.7) running AutoIncrement on the ticket
number sequence generation, crossed over from 2029 to 2030 (or
so it seems).
But apparently something went wrong, and now it has gone back to 201
after having had a few issues with determining which number
Hi list,
Using Internet Explorer, seem to have a problem with the search providers in
otrs 2.4.7.
If using Firefox, they work just fine.
Trying to use them from IE gives an error message: Internet Explorer could
not search using this search provider. There was a problem with the search
Hi list.
I'm running 2.4.7 on a windows platform (2008r2).
Every now and then (5-10 times a day), a httpd.exe process goes haywire
bringing all other processes to a halt.
I see the apache log files filling up with thousands and thousands of lines
like these:
[Thu Jun 3 02:09:37
?
--
/Sune T.
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Sune
T. Tougaard
Sent: 26. maj 2010 08:22
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Deleting tickets after switching from runtimedb to sta
ticdb
I will try doing the upgrade without
about OTRS.
Subject: Re: [otrs] Deleting tickets after switching from runtimedb to
staticdb
Hi,
On 25.05.2010, at 02:05, Sune T. Tougaard wrote:
I've been doing some upgrade tests on our OTRS installation, currently
running 2.2.4.
After upgrade to 2.4.7, and running the Support
I will try doing the upgrade without touching the ArticleSearchIndex and
IndexAccelerator settings for now.
Hopefully that can give me a clue to where the problem is.
Thanks.
--
/Sune T.
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Sune
T. Tougaard
Sent
Hi list,
I've been doing some upgrade tests on our OTRS installation, currently
running 2.2.4.
After upgrade to 2.4.7, and running the Support Assessment I noticed that
the ArticleSearchIndex and IndexAccelerator should be set to StaticDB.
I did, and rebuilt the indexes as mentioned in
A couple of ideas...
Password/user sync: I think you can have it sync the users automatically as
well:
# Create the users in the OTRS DB on first login and populate user data.
# givenName, sn and mail fields MUST be populated in AD/LDAP
before login will work.
$Self-{UserSyncLDAPMap}
If this by any chance is for the customer part (it's a big install if you
have 3000 agents, I think), perhaps the following may be helpful.
By No user data it could mean that some info that is required in the OTRS
DB is not available in the AD/LDAP lookup. So one thing to check, I guess,
would
Just a quick note, that may or may not help you convince them.
The pop3/imap access can be enabled on a per mailbox basis. It need not be
enabled on all mailboxes. Furthermore, it can be restricted from what hosts
connections can be made.
I guess you/they already know that, but still...
--
/Sune
As far as i recall, the OTRS Windows installer also installs cronw, that can
schedule tasks in windows in a cron like way.
You can change the schedule in the crontab.txt file in the install
directory.
You can also install and configure it manually:
Download from here:
Hi,
Dunno if it's the same we're talking about, but...
I had a similar problem with v. 2.2.4 on Windows.
Appeared to be the Cronw job that didn't run properly. No events recorded in
otrs log, but the cronw log said:
[2008/06/04 08:05:01] Process 1608 finished. Exit code: 3221225477
(Access
I'm running 2.2.4 on a Windows 2003 Virtual Machine with 1GB of ram (phys.
Hw is dual 2GHz quad-core running 35 other machines), with MySQL and Apache
in more or less default install configurations.
(manually installed, not the otrs installer)
The database is approx. 2GB in size.
I'm seeing the
Hi Shawn,
Since also sometime last week, the PostmasterPOP3 script doesn't import
mails.
No events recorded in the OTRS log, but in the CRONw log i see the
following:
Try running the Postmaster.pl from the command line to get more output.
Thanks, and sorry, i forgot to mention that the
A quick test in my setup, shows that setting the X-OTRS-FollowUp-State
header to closed successful actually works.
One thing though, the pop3 account must be marked as trusted for it to work,
i think.
(Admin-PostmasterPOP3 Account-account)
--
/Sune
_
From: [EMAIL PROTECTED]
Not tested very much, but i think that as long as the otrs can see Ticket#:
ticketid in the subject, it should be able to match it to an existing
ticket.
OTRS does this matching by default. I didn't create any filters for it.
I don't know how it works if otrs is configured to search the body for
Hi,
Im having some issues with an OTRS 2.2.4 installation on a Windows 2003
server.
Everything has been running fine for very long.
I'm not sure that it's related but last week i added another Postmaster POP3
Account, now 8 accounts in total.
Since also sometime last week, the PostmasterPOP3
Hi,
I think there may be a couple of typos in the config file (UserPricipalName
(missing 'n') ).
Besides that, i think that some of the fields are mandatory.
If, for example, you login as a user with an empty E-mail field, you'll get
the Panic! No UserData! error.
Login, Email and CustomerID
If my memory serves me right, i think that's pretty much the wording that
the Exchange 5.5 IMC uses when it encounters a message with a charset it
doesn't know.
Would it by any chance be an Exchange server mailbox your OTRS install is
accessing?
--
/Sune
-Original Message-
From: [EMAIL
Under Preferences you can select queues as My Queues.
I think that you have to select some there before the indicator shows
anything.
--
/Sune
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Ed
Greenberg
Sent: 20. maj 2008 22:43
To: otrs@otrs.org
it is
actually in ISO-8859-1.
--
Lars
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf
Of Sune T. Tougaard
Sent: Wednesday, May 21, 2008 8:22 AM
To: User questions and discussions about OTRS.org
Subject: Re
Just in case this got lost in the list problems some time ago, here i ask
again.
Thanks.
--
/Sune
_
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Sune
T. Tougaard
Sent: 23. april 2008 10:11
To: User questions and discussions about OTRS.org
Subject: [otrs] Time
Hi,
I'd like to expand the Time Units field when handling tickets.
My users have a need to distinguish between normal time used on a ticket and
overtime used.
(for billing and statistical purposes, for example)
I'm imagining that it's a fairly simple thing to do, but i have no idea how
to, as
You're using Windows AD, right?
I think i once came to the conclusion that the Users container is exactly
that: A container. Not an OU.
So i think that you'll have to access it with cn=Users instead of
ou=Users, unless you've renamed the original Users container and created a
new OU.
And i
doing with your support. (especially the great
suggestion I received from Sune T. Tougaard and the availability
that Shawn Beasley offered me)
What I need now is a working information.
Am I limited in the number of CustomerTicketMessage###TicketFreeText
I can use?
Yes
How many Ticket
Don't know if it's too abvious, but is the pop3 account marked as trusted
in Admin-Postmaster POP3 Account?
Think i read somewhere that to keep/use existing OTRS headers, it has to be
trusted.
--
/Sune
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Hi Leigh,
The customer data and customer login, i think, is actually two different
parts of config.pm.
Here's parts of my working config. Replace the obvious enclosed in .
# Customer Authentication backend.
$Self-{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP';
#
I use the Roles functionality to do this.
# UserSyncLDAPRolesDefination
# (If LDAP was selected for AuthModule and you want to sync LDAP
# groups to otrs roles, define the following.)
$Self-{'UserSyncLDAPRolesDefination'} = {
# LDAP group
'CN=OTRS
On the Exchange server, they should be able to enable pop3 for just a
specific account, only allowed access from a specific IP.
But perhaps that's not good enough for the Exchange/Security admins, as
pop3 goes from disabled to enabled.
Not allowing external pop3 access, may only mean that they
First of all, make sure that you have selected a queue in the To: dropdown
box.
Otherwise you'll get an *Invalid message.
Second, in the line:
input class=button accesskey=g type=submit value=$Text{Submit}
onclick=returnreplaceBody(this.form);
You may be missing a space between return and
/tr
/table
/form
br
/td
/tr
/table
!-- end form --
And the result after submitting and viewing a ticket:
From: Sune T. Tougaard removed
To: Raw
Subject: TypedSubject
Name: TypedName
Company: TypedCompany
Hope it helps this time.
--
/Sune
Dunno if it's this simple, but there's a known issue with IIS on 2003 with
a service pack applied at the wrong time.
(i think it was something like that)
Re-applying the Service Pack, should fix this specific issue.
You may google IIS 2003 service unavailable, and you'll probably find a few
a different error
I get The page cannot be found
Any ideas?
Have anyone error successfully installed otrs on windows from the source
package?
On 1/30/08, Sune T. Tougaard [EMAIL PROTECTED]
mailto:[EMAIL PROTECTED] wrote:
Dunno if it's this simple, but there's a known issue with IIS
I've (almost) made a simple (maybe too simple) html forms based interface
for the customer interface, instead of the textarea.
Been looking a bit into a few wysiwyg editors to replace the textarea, and
the way most of them are implemented, gave me the idea to just make the
textarea Body a hidden
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] pre-sales oriented
Ok thank you
2008/1/29, Sune T. Tougaard [EMAIL PROTECTED]
mailto:[EMAIL PROTECTED] :
I've (almost) made a simple (maybe too simple) html forms based interface
for the customer interface, instead
Hi,
Testing the 2.2.4 version of OTRS, and are having a few issues with
attachment names when downloading them, if there are special characters in
the filename and if using Internet Explorer (latest).
Trying with a simple text file called æøå.txt, with the contents: test.
I can send an e-mail
Hi Jason,
Same authentication setup here, and i think that i might have experienced
something like this.
Try adding this line to the config:
$Self-{'AuthModule::LDAP::AccessAttr'} = 'member';
I think that the otrs default setting is:
$Self-{'AuthModule::LDAP::AccessAttr'} = 'memberUid';
Of Sune
T. Tougaard
Sent: Monday, May 21, 2007 5:10 AM
To: User questions and discussions about OTRS.org
Subject: RE: [otrs] Active Directory Authentication
Hi Jason,
Same authentication setup here, and i think that i might have experienced
something like this.
Try adding this line
='(member=CN=Benedick\, Jason,OU=users,DC=example,DC=org)'!
Jason R. Benedick
Workstation Technician
Thaddeus Stevens College of Technology
(717) 391-6957
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Sune
T. Tougaard
Sent: Monday, May 21, 2007 10:53 AM
To: User questions
.
Jason R. Benedick
Workstation Technician
Thaddeus Stevens College of Technology
(717) 391-6957
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Sune
T. Tougaard
Sent: Monday, May 21, 2007 4:52 PM
To: User questions and discussions about OTRS.org
Subject: RE: [otrs] Active Directory
Hi,
I'm experiencing the same problem quite often.
However, switching to iso-8859-1 makes foreign characters (æ, ø, å (and
probably others as well)) appear like garbled text. Both in usernames and
subjects and and body of imported mails.
Anyone aware of any other solutions that might help me?
Hi Bjørn,
Isn't there anything else in the log that might indicate what goes wrong?
Ideas (even though i'm no expert in this area):
Make sure that your AD users have populated the fields you're trying to use
(sync).
As i have understood the process, any fields (firstname, lastname and so
Hi,
I like the Postmaster Filter way of handling inbound
dispatching/filtering.
However, i see a few shortcomings, that i'm not entirely sure is because i'm
doing something wrong or because they just don't work the way i would like
them to.
First of all, as far as i can see, a postmaster filter
Hi,
I'm fooling around with S/MIME on a Windows install of OTRS 2.1.3, with
OpenSSL 0.9.8d installed manually.
It seems as if the signing and encryption of e-mails actually works, but
OTRS does not believe it does, because of the output from openssl.
In:
Hi,
First post, please be gentle... ;-)
Don't know that much about it, but a few ideas:
The hd\xpinstall UID i think is wrong. The UID, i believe, is used to
decide which LDAP Property that is used as UID.
In the case of a Windows AD domain, it's usually sAMAccountName or
userPrincipalName.
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