Glad you got it. I'm stuck with another problem. I need to know how to use the survey module. How do I send out surveys to customers?
_____ From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Arnold, Andrew Sent: Tuesday, November 28, 2006 3:00 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Hello People Thanks Again maurice, I sorted this - it was me bieng stoopid. I had created a queue and then not given normal users access to it, thus they were creating tickets in another queue. Changed the queue access rights and now sorted. Thanks a lot for your input. A _____ From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Maurice James Ny Sent: 27 November 2006 19:32 To: 'User questions and discussions about OTRS.org' Subject: RE: [otrs] Hello People Type the name of the customer in the the customer search field in the admin console and make sure duplicate entries don't appear, if there are duplicates you have to make the user in the OTRS database have the same info as in LDAP _____ From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Arnold, Andrew Sent: Monday, November 27, 2006 3:58 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Hello People thanks for looking into it Maurice: I am able to search the database for customers via ldap when creating a ticket via the agent login. And if I log in as a customer now I am able to create a ticket as well when logged and authenticating via AD. However - it looks like the 2 are not connected: If I create a call via the customer login the call goes into the queue OK, but I can only see the calls created by the customer login for that user and not calls created by an agent login for the exact same customer. All the calls appear in the agent login associated with a customer, but only the calls that the customer has logged manually appears when logging in as a customer. Thanks Hope this makes sense. A _____ From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Maurice James Ny Sent: 25 November 2006 15:57 To: 'User questions and discussions about OTRS.org' Subject: RE: [otrs] Hello People I will look for my old config file for you. I do know that the customer must be manually added to the database. Are you able to at least query your LDAP server? When you create new tickets are you able to search for your customers? _____ From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Arnold, Andrew Sent: Friday, November 24, 2006 10:06 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Hello People thanks Maurice but this doesn't seem to work. When trying to login (authenticating via ldap) in customer.pl I get the following message: "Login failed! Your username or password was entered incorrectly" And then the following otrs log event: [Thu Nov 23 13:06:23 2006][Error][Kernel::System::CustomerAuth::LDAP::Auth][141] Search failed! Bad filter strange thing is that I can create call for a user using my admin login (which authenticates via DB rather than LDAP) just fine, but the ldap query if I search for a customer works fine. It just won't let a customer login via the customer.pl page. Any ideas? I seem to be in a rut until I can get this working. Thanks Am I right in thinking that when a customer logs in that his network, or AD username and password should be accepted as it should authenticate via LDAP? A _____ From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Maurice James Ny Sent: 23 November 2006 16:01 To: 'User questions and discussions about OTRS.org' Subject: RE: [otrs] Hello People You have to manually add the customer to the database for this to work. If you try to add them to the database using the web console it will tell you that the username already exists. _____ From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Arnold, Andrew Sent: Thursday, November 23, 2006 6:54 AM To: [email protected] Subject: [otrs] Hello People I am just testing OTRS version 2.1.2 on windows as a possible replacement for our own ticket system. I have got a lot of things working that I require, including the ldap customer authentication, I can query ad to pull back data and also log a call via the admin page (create mail or call ticket etc). However when a customer tries to log in to check on their tickets, it down not accept their username/password. I assume the username and password should be domain login and password that the user uses to connect to the network. I am fairly new to this so sorry if this is a stoopid question, but any ideas why the front-end customer login doesn't work but the other part (querying ldap ) does. Cheers people!! Please lt me know if you want to see a copy of the config.pl or anything Thanks Andrew Arnold IT Support Analyst hammondsdirect DDI 01274 764677 Mob 07946 459179 mailto:[EMAIL PROTECTED] This message is confidential and may be legally privileged or otherwise protected from disclosure. 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