Znuny and ((OTRS)) Community Edition

Hi, eandrex. I change the customerkey from 'login' to 'email' (in the customer backend section of Config.pm) # customer unique id CustomerKey => 'email', # CustomerKey => 'login', and before I try to create a new ticket as customer user, I restart apache, mysql and the otrs scheduler too. But withou...

Thanks, eandrex.

I'll take a look at your hint.

Roberto

Hi to all.

Is there a way to create a new ticket ( via web as Phone Ticket, Email Ticket or Customer Ticket and/or via email) and let OTRS sets the customer_user_id = 'email' instead that = 'login', always ?

Roberto

Hi, all.

I've written again on this matter because I was not shure that this strange behaviour was due to my customizations or not.
Making a new OTRS installation, now I know that it was due to something in the installation phases.

Roberto

Hi, Crythias.

My mistake: roanselmi is domain\roanselmi.

Roberto

Hi, all. About my problem, I did some more tests. Now I know that it's just inside the installer I used (otrs-3.3.6-win-installer-3.0.5.exe) because I re-installed OTRS from the scratch on a new machine (VM with Windows Server 2008 R2 standard 64 bit, IIS 7.5 and ActivePerl-5.16.2 (Perl installed wi...

Excuse me, Crythias.

Are there any news?
Something's wrong in the Config.pm?

Roberto

I've send it to you in private message.

Roberto

On the Linux + Apache OTRS installation I get (in SysLog): Wed Aug 5 17:01:09 2015 notice OTRS-CGI-89 CustomerUser: domain\ranselmi Authentication ok (REMOTE_ADDR: 93.146.226.9). on another similar installation (same problem): Thu Aug 6 18:28:29 2015 error OTRS-CGI-89 Need Search, UserLogin, PostMas...

On the Windows server + IIS7 installation I get: [Thu Aug 6 17:46:31 2015][Notice][Kernel::System::CustomerAuth::DB::Auth] CustomerUser: roanselmi Authentication ok (REMOTE_ADDR: 172.16.1.54). [Thu Aug 6 17:44:50 2015][Notice][Kernel::System::CustomerAuth::DB::Auth] CustomerUser: domain\ranselmi Aut...

Last thing for today :-) I've tried the same thing (to create a customer user with 'domain\user' as username; login in customer.pl page; create some tickets and then press 'My tickets' button to show thwm) on another OTRS installation (Linux, Postgres and Apache) and I've found the same problem: no ...

Excuse me, Crythias.

I didn't see your question before.

Yes, I have tickets assigned to domain\user.

Roberto

I experience the problem I attempted to describe with two OTRS + Windows Server + IIS7 different installations.

Today I've tried to replicate the problem with another OTRS installation (Windows server but Apache as web server) and I've had no problem: maybe it's a matter of web server?

Roberto

Hi, Crythias. I apologize because seems that I'm not able to explain what my problem is. I believe you about how the association username - customer_user_id - ticket works and the first thing I've done to try to resolve my problem was reading some posts about similar problems in this forum and on th...

I've just posted a problem like this (unresolved) but I thought that it was linked to the authentication system I used. I was wrong, so I ask for help on this matter using DB as authentication method . 0) As you can see, my OTRS system is like this: OTRS 3.3.6 - Windows Server 2008 R2 standard - IIS...

Hi, all. Trying to resolve my little problem, I understand that the authentication system adopted doesn't matter. So I open another thread focused on the fact that I don't see any ticket in 'My Tickets' (costumer interface - customer.pl) using the normal authentication method (DB): "No tickets ...

I see in another thread about a similar problem that you say: "Customers will see tickets in "My Tickets" if: they are members of the group that the ticket is in the queue of the same group AND the login of the current user matches the login/customer_user_id (not customer_id) of the t...

Hi, Crythias. Your posts help me many times in the past, so thank you a lot. I search the web and this forum about my problem, but without success. The behaviour I describe take place only with customer_user.login like 'xxx\username' (i.e. with a backslash) in the DB backend. In this case, when one ...

I just set up the customer groups functionality and I assigned all groups to the customers. As I said, I use DB as customers backend and when I used the normal authentication method (DB login) and test the system with normal username (without the backslash '\') everything works fine. It's frustratin...

Hi, artjoms15.

I use your suggestion and now everything's works great!
In the Search form now all the services appear in Service field to be choose.

Thanks a lot.

Roberto

Ciao, Artjoms15.

Appreciate your help, thanks.

I talk about agent interface (sorry).
I try for your hints and then tell you if I was able to let them works.

Again, thanks a lot.

Roberto

Hi, artjoms15. First of all, thanks for your answer. I use DB as customers backend (not LDAP) and HttpBasicAuth for customers authentication. The same for the agents. Do you think I need to link at AD-LDAP anyway? This is my Config.pm (I've stripped off some comments and other stuffs): # -- # Kernel...

Hi, all. I understand that the problem is in the backslash ("\") character and the way MySQL read it (escape sequence). If I try a simple select query directly in 'customer_user' table, for example searching 'xxx\myname', I get nothing if I use "SELECT * FROM customer_table WHERE logi...

No one has an idea about the reason for this behaviour? It seems that there is something wrong in the way the list of services to show is built, but I don't know where this is done in the code.

Hi, all. My OTRS is 3.3.6 version on Windows Server with IIS7. I activate the HttpBasicAuth module for SSO-like authentication and it works, both for agents and for customer users. But from the customer user dashboard (customer.pl) a customer user cannot see his own tickets in 'My tickets' view: eve...

Hi, all. My OTRS system is: OTRS 3.3.6 with IIS 7 and MySQL on Windows Server 2008 R2 std. I have a problem in the Search form: when I use 'Services' as filter, I see only a subset of services in the dropdown menù. The most part of services set is not present. I need some input about where I have to...

Hi, all. My OTRS system is: OTRS 3.3.6 with IIS 7 and MySQL on Windows Server 2008 R2 std. Briefly, I translate the services from english to brazilian portuguese (adding some rows to pt_BR.pm) and now when I switch my language from english to portuguese in Preferences, the services are translated in...

Ciao a tutti. Ho un'installazione di OTRS 3.3.6 con IIS 7 e MySQL su Windows Server 2008 R2 std. Nel cercare di realizzare la traduzione dei servizi in portoghese (versione brasiliana) nel form di creazione di un nuovo ticket, mi sono imbattutto in un problema colletarale abbastanza serio. I miei pa...

Ciao a tutti. Nei template di creazione dei ticket (es. AgentTicketPhone.dtl) il campo "Type" propone un'ordine dei tipi presenti che è alfabetico ascendente. Qualcuno può indirizzarmi al modo per alterare questo ordine, magari basandosi su una nuova colonna da aggiungere manualmente nella...