Znuny and ((OTRS)) Community Edition

Kris

BUMP

Kris

Some additional info:
When I go to the Customer Management and change the faulty names, I can't save them.
I get a red banner saying "Not supported for this module! "

Anyone?

Kris

Hiya all, We have customers who have special accent characters in their names. Like "René" or "Henriëtte". When they send an email to the OTRS box the name in the ticket is created properly. However, when they create a ticket through the customer frontend, it gets messed up, like...

Kris

No takers this time?

Kris

Wow.... and I never got to elaborate on step 2 & 3

Would you mind sharing how you did it?

Kris

OK, Part 1 Save the following code as 'update_ad.vbs' (or any other name, but keep the .vbs extension) and put it in your '\\<domain_controller>\NETLOGON' folder. Then include the .vbs file in your logon script. Then check in AD-U&C: computer->attribute editor->ExtensionAttribute1 After a succes...

Kris

Hi "StachelDraht" 8) , I just created something like that. Let me tell you the steps I took. 1) Create a VBS script to gather data. This VB script gathers computer info from WMI and writes it as a single string to the "ExtensionAttribute1" of the computer object in AD. It looks l...

Kris

Hiya all,

Would it be possible to show customer's RFCs in the customer frontend (based on the ChangeInitiator value) ?

Thanks!
Kris

Kris

Brilliant! Thanks! Although it throws some errors (on a import file that runs fine from the manual Import thingy) it does seem to import records. Any ideas on the errors? C:\OTRS\OTRS\bin>perl otrs.ImportExport.pl -n 000001 -a import -i /otrs/CMDB_Import/cmdb_from_ad.txt Read File /otrs/CMDB_Import/...

Kris

Hiya all, I'm working on the following: I managed to build a VBS script that will fill a custom attribute for computer objects in AD. This script uses WMI data to get the required data from the machine and stores it in 'ExtensionAttribute1' as a semicolon seperated text-string. This script runs duri...

Kris

Ah OK I see.

Taking a € 3999,00 subscription just for that doesn't seem to make sense

Thanks!

Kris

Hiya all,

I stumbled upon this add-on:
http://www.otrs.com/en/software/otrs-he ... age-paste/

However, I can't seem to find were to download it.
Or is it discontinued or something?

Thanks!
Kris

Kris

Thanks m8

, we're getting there

Kris

Hiya again, We're about to put OTRS live. There's a few more tweaks we need to do. One of those is the URL for the customer portal and for the agent portal. Preferably, we would like to be have the following URL's: Customer portal: http://helpdesk Agent portal: http://helpdesk/agent Now there are a ...

Kris

Hiya all, I have 3 minor problems I can't seem to get my head around: 1) In "Agent::OwnerUpdate" I can select (and edit) the notification in several languages. But I can't find where to set the language being used for the message to the agent. No matter what language the agent selected in ...

Kris

I'm not sure if we're on the same wavelength here 8) What I try to achieve is to encourage the customer to use the customer portal instead of email. We've agreed to process email only once a day, at midnight. So every email ticket will be dealt with the next business day. In the auto response we als...

Kris

Remember I only want to enable this while the queue is still "Helpdesk" and the ticket state still "New" Well if the customer AND the agent would change the queue at the same time I suppose the agent should win. In that case the benefit of the user assigning the queue is lost any...

Kris

crythias wrote:Queue is not for customers, it's for agents.

Well yeah, but when they put in a ticket via the customer portal they must choose a queue anyways.
So I thought it could be handy if they could select/change the queue while it is still in the default email queue.

Or is that a crazy idea?

Kris

Hiya all, We want to encourage our customers to use the customer portal instead of email. To that end we decideded to assign new email tickets to the proper queues only once a day. The email tickets have a queue called "Helpdesk" (duuuhhhh :o ) hehehe very original :D Anyway, do you think ...

Kris

Then why is it that users can logon even when I remark (or remove) the following lines from config.pm: ?

Code: Select all

#    $Self->{'Customer::AuthModule::LDAP::SearchUserDN'}    = 'CN=ldaplookup,CN=Users,DC=mycompany,DC=local';
#    $Self->{'Customer::AuthModule::LDAP::SearchUserPw'}    = 'ldaplookup';

Kris

yes, you're right, but domain restriction requires all dc's as member of allowed hosts. i don't think that is entirely true. We do have some accounts that don't have any DC in their allow list, but they can still logon with a VPN connection that uses a Windows DC radius server, and start a remote d...

Kris

OK, so I remarked the following lines in the config, # $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=ldaplookup,CN=Users,DC=mycompany,DC=local'; # $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'ldaplookup'; restarted Apache, and tried to log on to the customer portal: It still wo...

Kris

Thanks Crythias, You pointed me in the right direction: The ldap log showed that when the user tries to log on to the customer portal, it also connects to the DC with the same credentials. And since the DC wasn't on the allow list, it failed. Adding the DC to the allow list solved it, but I still th...

Kris

Maybe so, but it's still odd that I can't logon to the customer portal with the same account I CAN setup a RDP session or browse the same machine that OTRS is installed on. As we've past the POC point anyway I will reinstall on W2012 soon. I didn't realize OTRS could be installed on IIS as well. I'l...

Kris

Ermmm yeah... but we're planning to upgrade to Vista....

Noooo, just kidding! Yes, it is running on XP right now, but we will reinstall on W2012 when we start production....

Kris

I know!

But I already added the OTRS machine to the allowed computers in the "Log on to" section of the user properties.

Kris

That's what I already tried.
And it didn't work....

Kris

Hello again, We have user accounts that have restrictions in AD on which machine they can logon to. These accounts can't logon to the customer portal, not even if the specific machine that OTRS is installed on is added to the list. When the restrictions are removed all works fine. The following erro...

Kris

Darn.... I searched for 'DefaultState', never thought of looking at 'StateDefault' as well....

It sure did the trick!

Thank alot!
Next time when I'm in Florida I'll buy you a beer

Kris

Hmmm no takers on this one at all?

Kris

Hi again, While tinkering with OTRS we somehow managed to screw up the default ticket state for tickets entered through the customer portal. These are all saved as 'open' instead of 'new'. Email-tickets all get the 'new' state. In SysConfig I did a search on "DefaultState" and checked all ...

Kris

bug solved

Kris

Bug ID = 9306
http://bugs.otrs.org/show_bug.cgi?id=9306

Kris

No I didn't.
But if you reckon it's a bug I guess I should then eh...

Kris

Any updates on this?
Maybe someone can point me to the code that retreives the names, so maybe I can try and fix it myself?

Kris

I just tested: It only happens to users with a comma in their surname.
However, changing this in AD doesn't solve it.

Kris

My real-life name is "Kris ten Hoedt" In ad (w/o quotes): givenName: "Kris" sn: "Hoedt, ten" displayName "Kris ten Hoedt" The reason for this is that most apps in our region use the main part of the surname as search key. So Eddie van Halen would be "Hale...

Kris

OK, my bad. It seems I didn't copy the group DN after all. Must have been something else I copied then.... It was like this: $Self->{'AuthModule::LDAP::GroupDN'} = 'CN=otrsagent,OU=Users,DC=mycompany,DC=com'; But ofcourse "Users" is a default container, not an OU. So after changing it to $...

Kris

DN is copied from adsiedit. No room for typo's there....

I've tried other groups as well, they all give the same result.
Still seems like some syntax thingy to me.

And other than that, I don't think I have any AD issues whatsoever. Well not that I know of anyways hehehe

Kris

Any other takers on this one?

Not to rush anyone or something, but I kinda promised I'd deliver a working configuration today

Kris

Been there, done that... Still: [Fri Mar 29 10:41:31 2013][Error][Kernel::System::Auth::LDAP::Auth][276] Search failed! base='CN=otrsagent,OU=Users,DC=mycompany,DC=com', filter='(member=CN=Kris ten Hoedt,OU=ICT,OU=Energieweg,OU=Users,OU=mycompany,DC=mycompany,DC=com)', 0000208D: NameErr: DSID-031002...

Kris

Thanks, but still no joy I'm affraid.... [Fri Mar 29 09:30:10 2013][Error][Kernel::System::Auth::LDAP::Auth][276] Search failed! base='CN=otrsagent,OU=Users,DC=mycompany,DC=com', filter='(memberof=kthoedt)', 0000208D: NameErr: DSID-0310020A, problem 2001 (NO_OBJECT), data 0, best match of: 'DC=mycom...

Kris

Thanks. Still no luck though... :( [Fri Mar 29 08:06:48 2013][Error][Kernel::System::Auth::LDAP::Auth][276] Search failed! base='CN=otrsagent,OU=Users,DC=mycompany,DC=com', filter='(memberUid=kthoedt)', 0000208D: NameErr: DSID-0310020A, problem 2001 (NO_OBJECT), data 0, best match of: 'DC=mycompany,...

Kris

Hi again, I got LDAP working. However, now all users can login to the admin area, so I figured I create group 'otrsagent' in AD and put all the techies in there. I changed my config.pm like this: $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'dc.mycompany....

Kris

YES SIR! :-) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'dc.mycompany.com', BaseDN => 'DC=mycompany,DC=com', SSCOPE => 'sub', UserDN => 'user', UserPw => 'password', }, CustomerKey => 'sAMAccountName', CustomerID => 'mail', CustomerUserListFields =>...

Kris

Hi all, We've recently installed version 3.2.3 We have an AD backend (which works fantastic btw). The problem we're facing atm is that when a ticket is submitted through the Customer Portal the Automatic Response can't be send. It looks like the user data somehow is misinterpreted (sp?) It tries to ...

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