Search found 723 matches

by ferrosti
26 Aug 2011, 16:26
Forum: Help
Topic: Agent LDAP auth
Replies: 8
Views: 1241

Re: Agent LDAP auth

What does your OTRS log say?
by ferrosti
25 Aug 2011, 12:24
Forum: Help
Topic: Agent LDAP auth
Replies: 8
Views: 1241

Re: Agent LDAP auth

WHICH issue?
What exactly is the problem? What does your log say?
by ferrosti
17 Aug 2011, 14:23
Forum: Help
Topic: Not able to send email
Replies: 1
Views: 642

X-Post !!!

Don´t reply to this post, there is the same post from the same user in the Configuration forum.
by ferrosti
17 Aug 2011, 14:14
Forum: Help
Topic: Unable to send email from otrs
Replies: 3
Views: 817

Re: Unable to send email from otrs

Please tell us how you configured your mail configuration in SysConfig.

Code: Select all

Core::Sendmail
by ferrosti
17 Aug 2011, 13:55
Forum: Help
Topic: Can OTRS have customers from AD without being User object?
Replies: 4
Views: 707

Re: Can OTRS have customers from AD without being User objec

Watch out with this one! There might be contacts without mail in your AD. I´ve had this issue with some agents and therefor I had to switch to 'userprincipalname' to automatically fake a unique mail address. To have everything fine you could implement two customer backends with different filters. On...
by ferrosti
16 Aug 2011, 16:20
Forum: Allgemeines
Topic: OTRS LinkedObjects Thema im Perl-Magazin
Replies: 2
Views: 716

Re: OTRS LinkedObjects Thema im Perl-Magazin

Schau Dir mal den 'closed filehandle' bug an.
Wie mod_perl mit threading, filehandles, etc. umgeht wäre hier sicherlich interessant.
by ferrosti
16 Aug 2011, 15:51
Forum: Help
Topic: disable voice menu - new email ticket
Replies: 2
Views: 406

Re: disable voice menu - new email ticket

Are you talking about this?
Frontend::Agent::ToolBarModule
by ferrosti
16 Aug 2011, 15:48
Forum: Help
Topic: Chnage Ticket Queue When ticket is closed successfully .
Replies: 2
Views: 504

Re: Chnage Ticket Queue When ticket is closed successfully .

Seems like a task for GenericAgent. Have a look at it :)
by ferrosti
16 Aug 2011, 09:14
Forum: Help
Topic: Can OTRS have customers from AD without being User object?
Replies: 4
Views: 707

Re: Can OTRS have customers from AD without being User objec

Make sure your contacts are member of

Code: Select all

$Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = '(memberOf=CN=OTRS_Users,OU=Groups,DC=supermeios,DC=com)';
Your contacts will not have a

Code: Select all

CustomerKey => 'sAMAccountName',
by ferrosti
16 Aug 2011, 08:56
Forum: Help
Topic: Where the configitem data stored
Replies: 3
Views: 857

Re: Where the configitem data stored

I am sorry, there is no technical documentation that I know. I had to find out by reverse enginering it.
by ferrosti
15 Aug 2011, 14:28
Forum: Help
Topic: Register own module - how?
Replies: 11
Views: 1083

Re: Register own module - how?

Can you help yourself using the ArticleFreeText fields instead?
You´d then still need a second job to do what you want.
by ferrosti
15 Aug 2011, 14:22
Forum: Help
Topic: Where the configitem data stored
Replies: 3
Views: 857

Re: Where the configitem data stored

AFAIR one can find it in
xml_storage
by ferrosti
15 Aug 2011, 14:18
Forum: Help
Topic: MyISAM tables, slow OTRS, better InnoDB ?
Replies: 1
Views: 492

Re: MyISAM tables, slow OTRS, better InnoDB ?

I´d never give advice on systems I have never seen. You say, that you have years of tickets in your system, but it performs slower for a couple of weeks. I would look for the problem in some other direction, but not at that point. Have a look at mysqltuner.pl to tune your database. It does not make ...
by ferrosti
15 Aug 2011, 14:12
Forum: General
Topic: tidbit – Introducing The Community Template Module
Replies: 8
Views: 2674

Re: tidbit – Introducing The Community Template Module

Not all agents are tekkies, but at least one admin should be. And hopefully only admins have access to the admin area. And even there I often had the desire for a config history including admins name. The important thing is to keep it all as clean as possible. Just show the agent what he needs, noth...
by ferrosti
15 Aug 2011, 11:57
Forum: General
Topic: tidbit – Introducing The Community Template Module
Replies: 8
Views: 2674

Re: tidbit – Introducing The Community Template Module

Good idea!
If I can support you with ideas according its implementation just let me know.

ATM we use PhraseExpress for use cases like that, but it lacks some technical aspects which makes it sometimes very hard to use in our environment.
by ferrosti
12 Aug 2011, 13:45
Forum: Help
Topic: User authenticated but no user data found
Replies: 3
Views: 1136

Re: User authenticated but no user data found

I ran into the same 'problem'.
This upgrading error comes up when the user table is defined in Config.pm, instead of SysConfig. Config.pm remains untouched during upgrade which will then still point to the old table.
by ferrosti
12 Aug 2011, 13:15
Forum: Help
Topic: Bounce Text not translated
Replies: 3
Views: 780

Re: Bounce Text not translated

Too bad, I just had a look at the 2.3 version and its Bounce text is german only, too.
I just wonder how others handle their Bounce texts for different languages?
by ferrosti
11 Aug 2011, 18:25
Forum: Help
Topic: Bounce Text not translated
Replies: 3
Views: 780

Re: Bounce Text not translated

AFAIR it worked in the older versions. This is pretty bad, since I need to serve multiple languages.

Do you have an idea for a workaround or something?
Languages are Queue dependent on my systems.
by ferrosti
11 Aug 2011, 12:20
Forum: Help
Topic: OTRS auto forward to customer
Replies: 1
Views: 454

Re: OTRS auto forward to customer

What do you want to achieve?

I assume you are talking about automatic replies. When a customer sends in a mail or an agent opens a phone ticket an automatic reply is send to the customer. Have a look into config for this and don´t forget to enable this for the desired queues.
by ferrosti
11 Aug 2011, 12:06
Forum: Help
Topic: Bounce Text not translated
Replies: 3
Views: 780

Bounce Text not translated

I am running into problems regarding OTRSs Bounce text. Whatever I do it is not going to be translated, even if I change it in the (german DE) translation file directly the text remains the same as given in the SysConfig setting. This problem occurs no matter if I use RichText or the PlainText edito...
by ferrosti
11 Aug 2011, 12:01
Forum: General
Topic: Platform sizing
Replies: 1
Views: 532

Re: Platform sizing

For a system size like that I´d highly recommend OTRS AG support and consulting. I am not employed by them, but I can tell from experience that it prevents from headaches. Customization before going live is OK, but afterwards its going to be a mess. Globally speaking I´d give nginex a try instead of...
by ferrosti
10 Aug 2011, 16:18
Forum: General
Topic: Reset ticket age at certain times of the day
Replies: 7
Views: 936

Re: Reset ticket age at certain times of the day

Please read the manual about Ticket escalation. You´ll most certainly get what you want.
by ferrosti
10 Aug 2011, 16:16
Forum: Help
Topic: [SOLVED]index.pl is being downloaded
Replies: 29
Views: 2736

Re: index.pl is being downloaded

Some posts above you have written that you already disabled logging to syslog? So what exactly did you do?
by ferrosti
10 Aug 2011, 11:44
Forum: Help
Topic: [SOLVED]index.pl is being downloaded
Replies: 29
Views: 2736

Re: index.pl is being downloaded

You should install at least the first two of those, despite the matter that it will not solve the problem you have.
Net::LDAP is only needed when fetching or authenticating customer or agents information from some LDAP server.
by ferrosti
08 Aug 2011, 17:52
Forum: Help
Topic: LDAP works for customers, but not agents?
Replies: 3
Views: 502

Re: LDAP works for customers, but not agents?

Have a look at the manual where it´s about the authentiacation sync settings. Agents need to be in OTRSs internal DB, but they can be synced on the first login automatically. It goes something like that: # UserSyncLDAPMap $Self->{'UserSyncLDAPMap'} = { # DB -> LDAP UserFirstname => 'givenName', User...
by ferrosti
08 Aug 2011, 17:36
Forum: Hilfe
Topic: Ticket Verschieben in Queue-Overview
Replies: 4
Views: 885

Re: Ticket Verschieben in Queue-Overview

Was meinst Du mit langer, ausführlicher Queue Übersicht?

Wenn ich meine QueueView aufmache und die Darstellungsansicht auf M oder L stelle, dann bekomme ich beim Hover diese Optionen angezeigt.
by ferrosti
08 Aug 2011, 17:11
Forum: Hilfe
Topic: OTRS 2.4.7 Datenbank auf OTRS 3.0.7 Server migrieren
Replies: 10
Views: 1144

Re: OTRS 2.4.7 Datenbank auf OTRS 3.0.7 Server migrieren

Lies bitte die Doku.
http://doc.otrs.org/3.0/de/html/custome ... ation.html

Und wirf einen Blick auf die Frontend::Customer Einstellungen in der SysConfig.
by ferrosti
05 Aug 2011, 15:51
Forum: Help
Topic: [SOLVED]index.pl is being downloaded
Replies: 29
Views: 2736

Re: index.pl is being downloaded

Did you read the link that I have posted?
What have you tried so far?
by ferrosti
05 Aug 2011, 15:50
Forum: Help
Topic: LDAP agent authentication Windows 2008 R2
Replies: 15
Views: 1968

Re: LDAP agent authentication Windows 2008 R2

Nope, this is not needed on windows servers.
Please fill in this information in your signature!
by ferrosti
05 Aug 2011, 11:33
Forum: Help
Topic: LDAP agent authentication Windows 2008 R2
Replies: 15
Views: 1968

Re: LDAP agent authentication Windows 2008 R2

otrs.SetPermissions.pl is no matter of LDAP, but of your whole OTRS installation.
Please run it with the parms that are required by your setup.
by ferrosti
05 Aug 2011, 11:31
Forum: Help
Topic: [Solved] LDAP Error - First Bind Failed 187 and 197
Replies: 8
Views: 7537

Re: LDAP Error - First Bind Failed 187 and 197

This does not have to do with network settings at all, since communication between OTRS and LDAP works. The error message comes from LDAP backend.
Either your search user does not exist (check the whole dn path) or its PWD is wrong or contains 'critical' chars.
by ferrosti
05 Aug 2011, 10:40
Forum: Help
Topic: Richtext Area disappears
Replies: 2
Views: 364

Re: Richtext Area disappears

Search for 'RichTextEditor' in sysconfig.
by ferrosti
05 Aug 2011, 10:36
Forum: General
Topic: Small fonts when replying
Replies: 5
Views: 1274

Re: Small fonts when replying

What exactly are we talking about?
- font in RichTextEditor in AgentTicketViewCompose
- font in replied HTML mail
by ferrosti
05 Aug 2011, 10:23
Forum: Hilfe
Topic: OTRS 2.4.7 Datenbank auf OTRS 3.0.7 Server migrieren
Replies: 10
Views: 1144

Re: OTRS 2.4.7 Datenbank auf OTRS 3.0.7 Server migrieren

Was musst Du bei der 'customer.pl' anpassen? Ich verstehe nicht ganz was Du willst. Nur für die Dokumentation: Statt einem mySQL-Dump empfiehlt es sich das DBMS anzuhalten und die Daten auf Dateiebene zu sichern. Liegen diese auf einer Net Appliance genügt ein Snapshot. Dies ist wesentlich schneller...
by ferrosti
03 Aug 2011, 12:53
Forum: Help
Topic: LDAP agent authentication Windows 2008 R2
Replies: 15
Views: 1968

Re: LDAP agent authentication Windows 2008 R2

This is the correct file.
Please rename it to Config.pm.bck and see what happens. ATM I believe that this file is not taken for some reason.

BTW, did you run ~/bin/otrs.SetPermissions.pl using your parameters?
by ferrosti
02 Aug 2011, 16:07
Forum: Help
Topic: LDAP agent authentication Windows 2008 R2
Replies: 15
Views: 1968

Re: LDAP agent authentication Windows 2008 R2

Hard to say what, but something got screwed.
Authentication does not need agent data in local DB, only data needs to.
Do you have something like this enabled in sysconfig? Have you ever been able to login anyways?
by ferrosti
29 Jul 2011, 15:14
Forum: Help
Topic: [SOLVED]index.pl is being downloaded
Replies: 29
Views: 2736

Re: index.pl is being downloaded

Ah, I totally forgot about this one:
http://forums.otrs.org/viewtopic.php?f= ... 01&p=31719
by ferrosti
29 Jul 2011, 14:34
Forum: Help
Topic: [SOLVED]Installing OTRS with Oracle
Replies: 4
Views: 4719

Re: Installing OTRS with Oracle

Can you please do a

Code: Select all

su otrs -c <path_to_otrs_bin_dir>otrs.CheckDB.pl
In case it works also try the same above with your webserver user

Code: Select all

su <webserver_user> -c <path_to_otrs_bin_dir>otrs.CheckDB.pl
What does it say?

Is everything fine running

Code: Select all

<path_to_otrs_bin_dir>otrs.CheckModules.pl
by ferrosti
29 Jul 2011, 14:24
Forum: Help
Topic: SuSE install newbie questions
Replies: 4
Views: 1037

Re: SuSE install newbie questions

It seems you are a newbie to SuSE, too. (Which is not meant to offend you!) I´d rather go for an OS that you can handle well, since this will prevent bad headaches. SuSE just uses symlinks to their rc-scripts to save you a few chars of typing. So an 'rcapache2 start' is symlinked to '/etc/init.d/apa...
by ferrosti
29 Jul 2011, 14:07
Forum: Help
Topic: LDAP agent authentication Windows 2008 R2
Replies: 15
Views: 1968

Re: LDAP agent authentication Windows 2008 R2

Code: Select all

$Self->{'AuthModule::LDAP::UID'} = 'uid';
actually is 'samaccountname' on windows AD

Code: Select all

$Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUid';
is 'member'
by ferrosti
29 Jul 2011, 14:02
Forum: Help
Topic: iPhone Login Credentials
Replies: 3
Views: 1093

Re: iPhone Login Credentials

Well, your Apache exactly tells you what the problem is.
405 method not allowed. The requested method POST is not allowed for the URL /otrs/json.pl
See http://httpd.apache.org/docs/2.0/howto/ ... onfiguring for details on how to configure that.
by ferrosti
29 Jul 2011, 13:53
Forum: Help
Topic: On Demand problems with Internet explorer 8!
Replies: 3
Views: 555

Re: On Demand problems with Internet explorer 8!

is there anyway to use a logo from our drive not the internet ? I am not sure how OTRS AG implemented its On Demand version. I´d say 'no', you can´t, since certificates need to match to not give these error messages. It won´t be too bad storing the logo on the web, because all browsers should cache...
by ferrosti
29 Jul 2011, 13:43
Forum: Help
Topic: [SOLVED]index.pl is being downloaded
Replies: 29
Views: 2736

Re: index.pl is being downloaded

This error typically comes from a misconfigured apache. It seems that apache does not know how to handle .pl files correctly. Is mod_perl installed and configured in apache?

Never ever run apache with root permissions!
by ferrosti
29 Jul 2011, 12:17
Forum: Help
Topic: how to disable autolock
Replies: 2
Views: 574

Re: how to disable autolock

Have a look at the options

Code: Select all

Ticket::Frontend::AgentTicket <WHATSOEVER> ###RequiredLock
by ferrosti
28 Jul 2011, 11:04
Forum: Help
Topic: Eaten typed characters
Replies: 10
Views: 1037

Re: Eaten typed characters

I assume this happens to input fields that have some jscript code running in the background.
Can you evaluate this and pin it down to some certain browser?

Here it seems not to be that worse using Firefox, rather than IE7. Switching to Firefox on Terminal Server is no option for us, though.
by ferrosti
21 Jul 2011, 12:06
Forum: Help
Topic: Solved: SQL Server to MySQL Migration
Replies: 7
Views: 1673

Re: SQL Server to MySQL Migration

There is a migration whitepaper available at mysql.com for free (registration required).

Users are not the problem to scale in OTRS, its the number of tickets.
by ferrosti
20 Jul 2011, 10:45
Forum: Hilfe
Topic: Cronjob läuft nicht auf OpenSuse 11.2
Replies: 35
Views: 6364

Re: Cronjob läuft nicht auf OpenSuse 11.2

Klar, da hätte man auch eher drauf kommen können. Die Umleitung 2&>/dev/null ist völliger Murks. Schreib das bitte mal nach type -a crontab 2>/dev/null oder which crontab 2>/dev/null oder type -a crontab 2>/dev/null|wc -l um. Ich habe hier im Moment kein System laufen, auf dem ich das testen kann.
by ferrosti
14 Jul 2011, 12:42
Forum: Help
Topic: Second reciever
Replies: 3
Views: 510

Re: Second reciever

The only way is to set a global BCC: for every outgoing mail. Have a look at SysConfig.
by ferrosti
14 Jul 2011, 11:09
Forum: Help
Topic: Single sign on with acitve directory for customers
Replies: 36
Views: 6239

Re: Single sign on with acitve directory for customers

Well, some research should be done yourself at least. It would be nice if you gave some details about your LDAP (Windows AD or openLDAP or whatever), User Login names as they login to windows, etc. In Windows AD $Self->{'Customer::AuthModule::LDAP::UID'} = 'uid'; needs to be $Self->{'Customer::AuthM...