Re: [otrs] Back Error

2010-04-21 Thread Maurice James
Im using the script that came with OTRS. I just run it with cron

 

 

 

MCITP(rgb)_1084_1085

https://exams.giac.org/images/logos/giac_silver_small.gif GIAC Security
Leadership Certification (GSLC)

 

 

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Leonardo Certuche
Sent: Wednesday, April 21, 2010 5:48 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Back Error

 

Hello Maurice,

Could you please share with us the backup script you're using?

Thanks!

Leonardo Certuche
www.itconsultores.com.co



On 21 April 2010 16:42, Maurice James  wrote:

Its set, but why is OTRS back up throwing that error?

 

 

 

MCITP(rgb)_1084_1085

https://exams.giac.org/images/logos/giac_silver_small.gif GIAC Security
Leadership Certification (GSLC)

 

 

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Marco Vannini
Sent: Wednesday, April 21, 2010 2:15 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Back Error

 

> I have my max allowed packet size set to 1BG

You should have it in my.cnf [mysqldump] section too (and rebember to
restart mysql if you make some change to cnf file).

 

 


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Re: [otrs] Back Error

2010-04-21 Thread Leonardo Certuche
Hello Maurice,

Could you please share with us the backup script you're using?

Thanks!

Leonardo Certuche
www.itconsultores.com.co


On 21 April 2010 16:42, Maurice James  wrote:

>  Its set, but why is OTRS back up throwing that error?
>
>
>
>
>
>
>
> [image: MCITP(rgb)_1084_1085]
>
> *[image: https://exams.giac.org/images/logos/giac_silver_small.gif] **GIAC
> Security Leadership Certification (GSLC)***
>
>
>
>
>
> *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of
> *Marco Vannini
> *Sent:* Wednesday, April 21, 2010 2:15 AM
> *To:* User questions and discussions about OTRS.
> *Subject:* Re: [otrs] Back Error
>
>
>
> > I have my max allowed packet size set to 1BG
>
> You should have it in my.cnf [mysqldump] section too (and rebember to
> restart mysql if you make some change to cnf file).
>
>
>
>
>
> -
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>
> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
> http://www.otrs.com/en/support/enterprise-subscription/
>
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Re: [otrs] Back Error

2010-04-21 Thread Maurice James
Its set, but why is OTRS back up throwing that error?

 

 

 

MCITP(rgb)_1084_1085

https://exams.giac.org/images/logos/giac_silver_small.gif GIAC Security
Leadership Certification (GSLC)

 

 

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Marco Vannini
Sent: Wednesday, April 21, 2010 2:15 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Back Error

 

> I have my max allowed packet size set to 1BG

You should have it in my.cnf [mysqldump] section too (and rebember to
restart mysql if you make some change to cnf file).

 

 

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Re: [otrs] Configuration Error in Config.pm /Microsoft ADIntegration

2010-04-21 Thread Leonardo Certuche
Hi Michael,

I'm not using the latest version of configuration sentences but they work so
here they're:

For customers, I use the following:

$Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP';
$Self->{'Customer::AuthModule::LDAP::Host'} = 'A.B.C.D;
$Self->{'Customer::AuthModule::LDAP::BaseDN'} =
'OU=,DC=,DC=';
$Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName';

#The following is valid but would only be necessary if the
#anonymous user do NOT have permission to read from the LDAP tree
$Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'u...@domain';
$Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password';

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

For Agents, I use the following:

$Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP';
$Self->{'AuthModule::LDAP::Host'} = 'A.B.C.D;
$Self->{'AuthModule::LDAP::BaseDN'} = 'OU=,DC=,DC=';
$Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName';

#The following is valid but would only be necessary if the
#anonymous user do NOT have permission to read from the LDAP tree
$Self->{'AuthModule::LDAP::SearchUserDN'} = 'u...@domain';
$Self->{'AuthModule::LDAP::SearchUserPw'} = 'password';

# 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,
};


Keep in mind that you should have those customers/agents created on your
database backend, AD sync will check that the user exist and that the
provided password is correct but if that user in not in the database
backend, you'll get a "Panic! no user data" error message

I hope it helps,

Leonardo Certuche
www.itconsultores.com.co


On 21 April 2010 14:57, Martin, Michael wrote:

>  Hello again. I have tried to get this working with Microsoft’s A.D. but
> I’m still having troubles, but I think I’m getting closer. I’ve adapted my
> Config with help from this email list. (Thank You to Michiel Beijen and 
> Guillaume
> Rehm.)
>
>
>
> My question is how do I allow some A.D. users to be “users” and other A.D.
> users to be “Agents” or “Admins?” Here is my config so far:
>
>
>
> ((SNIP))
>
> $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP';
>
> $Self->{'AuthModule::LDAP::Host'} = 'AD Server';
>
> $Self->{'AuthModule::LDAP::BaseDN'} = 'DC=my,DC=corp';
>
> $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName';
>
>
>
> $Self->{'AuthModule::LDAP::GroupDN'} =
> 'CN=Agents-Group,OU=My-OU,DC=my,DC=corp';
>
> $Self->{'AuthModule::LDAP::AccessAttr'} = 'member';
>
> $Self->{'AuthModule::LDAP::UserAttr'} = 'DN';
>
>
>
> $Self->{'AuthModule::LDAP::SearchUserDN'} =
> 'CN=otrs-user,OU=user-acct,DC=my,DC=corp';
>
> $Self->{'AuthModule::LDAP::SearchUserPw'} = 'Password';
>
>
>
> # $Self->{'AuthModule::LDAP::AlwaysFilter'} = ;
>
>
>
> $Self->{'AuthModule::LDAP::Params'} = {
>
>port => 389,
>
>timeout => 120,
>
>async => 0,
>
>version => 3,
>
> };
>
>
>
> $Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP';
>
> $Self->{'AuthSyncModule::LDAP::Host'} = 'AD Server';
>
> $Self->{'AuthSyncModule::LDAP::BaseDN'} = 'DC=my,DC=corp';
>
> $Self->{'AuthSyncModule::LDAP::UID'} = 'sAMAccountName';
>
> $Self->{'AuthSyncModule::LDAP::SearchUserDN'} =
> 'CN=otrs-user,OU=user-Acct,DC=my,DC=corp';
>
> $Self->{'AuthSyncModule::LDAP::SearchUserPw'} = 'Password';
>
>
>
> $Self->{'AuthSyncModule::LDAP::UserSyncMap'} = {
>
>  # DB -> LDAP
>
>  UserFirstname => 'givenName',
>
>  UserLastname  => 'sn',
>
>  UserEmail => 'mail',
>
> };
>
>
>
> $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [
>
>'users',
>
> ];
>
>
>
> $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP';
>
> $Self->{'Customer::AuthModule::LDAP::Host'} = 'AD Server';
>
> $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'DC=my,DC=corp';
>
> $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName';
>
> $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} =
> 'CN=otrs-user,OU=user-acct,DC=my,DC=corp';
>
> $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'Password';
>
> $Self->{CustomerUser} = {
>
>   Module => 'Kernel::System::CustomerUser::LDAP',
>
>   Params => {
>
>   Host => 'AD Server',
>
>   BaseDN => 'DC=my,DC=corp',
>
>   SSCOPE => 'sub',
>
>   UserDN => 'CN=otrs-user,OU=user-acct,DC=my,DC=corp',
>
>   UserPw => 'Password',
>
>   },
>
>   CustomerKey => 'sAMAccountName',
>
>   CustomerID => 'mail',
>
>   CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'],
>
>   CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'],
>
>   CustomerUserPostMasterSearchFields => ['sAMAccountName', 'cn', 'mail'],
>
>   CustomerUserNameFields => ['givenname', 'sn'],
>

Re: [otrs] Configuration Error in Config.pm /Microsoft ADIntegration

2010-04-21 Thread Martin, Michael
Hello again. I have tried to get this working with Microsoft’s A.D. but I’m 
still having troubles, but I think I’m getting closer. I’ve adapted my Config 
with help from this email list. (Thank You to Michiel Beijen and Guillaume 
Rehm.)

 

My question is how do I allow some A.D. users to be “users” and other A.D. 
users to be “Agents” or “Admins?” Here is my config so far:

 

((SNIP))

$Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP';

$Self->{'AuthModule::LDAP::Host'} = 'AD Server';

$Self->{'AuthModule::LDAP::BaseDN'} = 'DC=my,DC=corp';

$Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName';

 

$Self->{'AuthModule::LDAP::GroupDN'} = 'CN=Agents-Group,OU=My-OU,DC=my,DC=corp';

$Self->{'AuthModule::LDAP::AccessAttr'} = 'member';

$Self->{'AuthModule::LDAP::UserAttr'} = 'DN';

 

$Self->{'AuthModule::LDAP::SearchUserDN'} = 
'CN=otrs-user,OU=user-acct,DC=my,DC=corp';

$Self->{'AuthModule::LDAP::SearchUserPw'} = 'Password';

 

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

 

$Self->{'AuthModule::LDAP::Params'} = {

   port => 389,

   timeout => 120,

   async => 0,

   version => 3,

};

 

$Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP';

$Self->{'AuthSyncModule::LDAP::Host'} = 'AD Server';

$Self->{'AuthSyncModule::LDAP::BaseDN'} = 'DC=my,DC=corp';

$Self->{'AuthSyncModule::LDAP::UID'} = 'sAMAccountName';

$Self->{'AuthSyncModule::LDAP::SearchUserDN'} = 
'CN=otrs-user,OU=user-Acct,DC=my,DC=corp';

$Self->{'AuthSyncModule::LDAP::SearchUserPw'} = 'Password';

 

$Self->{'AuthSyncModule::LDAP::UserSyncMap'} = {

 # DB -> LDAP

 UserFirstname => 'givenName',

 UserLastname  => 'sn',

 UserEmail => 'mail',

};

 

$Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [

   'users',

];

 

$Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP';

$Self->{'Customer::AuthModule::LDAP::Host'} = 'AD Server';

$Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'DC=my,DC=corp';

$Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName';

$Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 
'CN=otrs-user,OU=user-acct,DC=my,DC=corp';

$Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'Password';

$Self->{CustomerUser} = {

  Module => 'Kernel::System::CustomerUser::LDAP',

  Params => {

  Host => 'AD Server',

  BaseDN => 'DC=my,DC=corp',

  SSCOPE => 'sub',

  UserDN => 'CN=otrs-user,OU=user-acct,DC=my,DC=corp',

  UserPw => 'Password',

  },

  CustomerKey => 'sAMAccountName',

  CustomerID => 'mail',

  CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'],

  CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'],

  CustomerUserPostMasterSearchFields => ['sAMAccountName', 'cn', 'mail'],

  CustomerUserNameFields => ['givenname', 'sn'],

  Map => [

  # note: Login, Email and CustomerID needed!

  # # var, frontend, storage, shown, required, storage-type

  # #   [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ],

  [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ],

  [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ],

  [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ],

  [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ],

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

  [ 'UserPhone', 'Phone', 'telephoneNumber', 1, 0, 'var' ],

  #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ],

  #[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ],

],

 };

 

((END SNIP))

 

 

 

 

I’m sure I’m missing something fundamental in this configuration. Any pointers 
would be appreciated very much! 

 

/MM



 

 



Michael Martin
Systems Administrator, Local Government Division
P: 800-646-2633
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[otrs] different freetext shown depending on customer/service

2010-04-21 Thread Leonardo Certuche
Hi there,

Here's a simple question for you otrs-experts:

Is it possible to show different freetext fields on the customer interface
depending on the customer logged or depending on the service he chose? If
yes, is it using ACLs? Any example would be more than welcome!

Thanks in advance,

Leonardo Certuche
www.itconsultores.com.co
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Re: [otrs] HELP

2010-04-21 Thread Nils Leideck - ITSM
Hi,

On 21.04.2010, at 11:18, Myriam O'Neill wrote:

> Please unsubscribe from your mailing list as I am being swamped with replies!!


To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

Nils Leideck

-- 
Nils Leideck
Senior Consultant

nils.leid...@leidex.net
nils.leid...@otrs.com

http://webint.cryptonode.de / a Fractal project



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Re: [otrs] Can OTRS support field value dependency in ticket?

2010-04-21 Thread Obee, Daniel
Not by default. Actually we had otrs AG develop said function for our system. 
The dependency itself is stored either in the db or in csv files.

It's a 12-15 different files altered, so far from 'easy'...

If interested I could send you the package for evaluation, just drop me a line 
to obee [theatsign] myhammer [adot] de.

Greets,
Daniel

Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Edmond 
Chan
Gesendet: Mittwoch, 21. April 2010 16:09
An: otrs@otrs.org
Betreff: [otrs] Can OTRS support field value dependency in ticket?

Hi all,

Can OTRS support field value dependency in ticket?

For example,
I add 2 fields "type" and "subtype" in ticket and they are dropdown list in UI. 
The valid value list of" subtype" depends the selected value of "type".

Can OTRS support it? If not, it is appreciated if you can point out which part 
of code we should modify to make it work.

Thank you!

--
Best regards,

Edmond Chan
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Re: [otrs] Can we allow customers to select any services when customer account is maintained in LDAP?

2010-04-21 Thread Edmond Chan
Awesome!!

Thanks Udo!


On Wed, Apr 21, 2010 at 10:05 PM, Udo Bretz  wrote:

> Hi Edmond,
>
> yes there is a way to do this.
>
> Have a look in the Admin-Menu
> [ Customer Users <-> Services ]. There you can either assign services to
> selected customers, or you can define them as default services for every
> customer.
>
> Best regards,
> Udo
>
>
> On 21.04.2010 16:02, Edmond Chan wrote:
> > Hi all,
> >
> > Can we allow customers to select any services?
> >
> > We would like to let all customers to select any service in ticket
> > submission. Customer account is from LDAP. It is cumbersome to grant
> > services for every customer. Is there any easy way for us to let all
> > customers to select any services?
> >
> > Thank you!
> >
> >
> > --
> > Best regards,
> >
> > Edmond Chan
> >
>
> -
> OTRS mailing list: otrs - Webpage: http://otrs.org/
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>
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[otrs] Can OTRS support field value dependency in ticket?

2010-04-21 Thread Edmond Chan
Hi all,

Can OTRS support field value dependency in ticket?

For example,
I add 2 fields "type" and "subtype" in ticket and they are dropdown list in
UI. The valid value list of" subtype" depends the selected value of "type".

Can OTRS support it? If not, it is appreciated if you can point out which
part of code we should modify to make it work.

Thank you!

-- 
Best regards,

Edmond Chan
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Re: [otrs] Can we allow customers to select any services when customer account is maintained in LDAP?

2010-04-21 Thread Udo Bretz
Hi Edmond,

yes there is a way to do this.

Have a look in the Admin-Menu
[ Customer Users <-> Services ]. There you can either assign services to
selected customers, or you can define them as default services for every
customer.

Best regards,
Udo


On 21.04.2010 16:02, Edmond Chan wrote:
> Hi all,
> 
> Can we allow customers to select any services?
> 
> We would like to let all customers to select any service in ticket
> submission. Customer account is from LDAP. It is cumbersome to grant
> services for every customer. Is there any easy way for us to let all
> customers to select any services?
> 
> Thank you!
> 
> 
> -- 
> Best regards,
> 
> Edmond Chan
> 

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[otrs] Can we allow customers to select any services when customer account is maintained in LDAP?

2010-04-21 Thread Edmond Chan
Hi all,

Can we allow customers to select any services?

We would like to let all customers to select any service in ticket
submission. Customer account is from LDAP. It is cumbersome to grant
services for every customer. Is there any easy way for us to let all
customers to select any services?

Thank you!


-- 
Best regards,

Edmond Chan
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[otrs] Can we set the relationship between service and queue?

2010-04-21 Thread Edmond Chan
Hi all,

Can we set the relationship between service and queue?

Some services should NOT be handled by particular queue. Can we set the
relationship between service and queue? When particular service is selected,
only related queues are available for select.

Thank you!

-- 
Best regards,

Edmond Chan
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Re: [otrs] Installation guide for FreeBSD ...

2010-04-21 Thread Kiffin Gish
Problem fixed: sudo cpan -i Apache2::Reload

On Wed, 2010-04-21 at 12:49 +0200, Kiffin Gish wrote:
> I'm struggling to get OTRS installed on my FreeBSD server, e.g. Can't
> locate Apache2/Reload.pm etc.
> 
> Is there a guide available that explains how to do this?
> 


-- 
Kiffin Gish 
Gouda, The Netherlands


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[otrs] Installation guide for FreeBSD ...

2010-04-21 Thread Gazizov Andrey

Hello.

Seems like you haven't it on your mashine. If u using mod_perl 2:

ws-moonshiner# cd /usr/ports/www/p5-Apache-Reload && make 
-DWITH_MODPERL2 all install clean


Voila :-)

Kiffin Gish wrote:

I'm struggling to get OTRS installed on my FreeBSD server, e.g. Can't
locate Apache2/Reload.pm etc.

Is there a guide available that explains how to do this?

  



--
Best regards,
Andrey Gazizov
RETN

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[otrs] Installation guide for FreeBSD ...

2010-04-21 Thread Kiffin Gish
I'm struggling to get OTRS installed on my FreeBSD server, e.g. Can't
locate Apache2/Reload.pm etc.

Is there a guide available that explains how to do this?

-- 
Kiffin Gish 
Gouda, The Netherlands


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[otrs] HELP

2010-04-21 Thread Myriam O'Neill
Please unsubscribe from your mailing list as I am being swamped with
replies!!

 

 

Thank you






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