Znuny Open Source Ticketsystem

rtorres

Sorry for the delay in response, that worked great. Thanks for the info

rtorres

Let me try explaining it differently. When you try to update a ticket the TO field does not populate anything. Just below the TO field is the name that should be in the TO field automatically. If I enter the name manually is says to please remove it and enter one with the correct value. It seems as ...

rtorres

Yes but that is the problem because it is valid. Even if you type it manually it still says invalid. Is there a setting some where I should be checking that maybe I missed?

rtorres

Well it is never a good sign when you get no responses back.

rtorres

Still having this issues. Can anyone be of some assistance please

rtorres

OK I have tried Setting ticket owner, locking/Unlocking ticket. The user can update the ticket just fine but the agent cannot updated. otrs.log says: [Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'send escalation notifications' from config file. [Notice][Kernel::System::Generic...

rtorres

That's was it thanks :) Have another issue that just popped up that has to be a configuration I am missing somewhere. I am setup with LDAP and it works great. When I try to update a ticket the sub To field is populated with the correct domain user email account but when you try to send the update it...

rtorres

For whatever reason I cannot find how to set responses like the old system where you click Responses and set them then associate etc. The 3.3.1 I can only see: *Queue Settings Queues Queues Create and manage queues. Templates Templates Create and manage templates. Templates <-> Queues Templates <-> ...

rtorres

Simple upgrade path or rebuild completely?

rtorres

Is it something I am over looking? Is this normal for OTRS to encounter?

rtorres

Still having the plain text view issues. In the past we just added the page to compat view to stop the plain text view. I would like to not have to use comp view anymore. Can anyone suggest a resolution to this? I read in a post about changing the edge to IE8 but this did not work. I really want to ...

rtorres

Got it figured out. I got the hmail to work *Thanks for the tutorial* but started having issues with our voip system trying to authenticate to it. Found out I no longer have to pass credentials for it to work on the main exchange. Still does not work for IMAP but take what I can get at this point. T...

rtorres

ok thanks for the link. I am over trying to work with these guys. I will try to get this hmail server rolling. Thanks again for providing a how to link for hmail

rtorres

Hmm just reviewed my post and the top half of it is missing. When the new email server was activated our ticket submissions would just go to a white screen after you click submit. That is the issue I am experiencing. A little poking around yielded IMAP no longer worked. Maybe there is a different pr...

rtorres

I was just checking out hmail. Can you provide me the link to it please?

rtorres

I understand that but the email admin has blocked imap and will not open it. Results of telnet imap: Microsoft Windows [Version 6.1.7601] Copyright (c) 2009 Microsoft Corporation. All rights reserved. \>TELNET Email.Server.Net Connecting To Email.Server.Net...Could not open connection to the host, o...

rtorres

OTRS 3.1.1

rtorres

Our email admin recently upgraded to exchange 2008 and no longer allow IMAP connections. So I'm forced to use SMTP. I have tested the SMTP connection to the exchange server using command line and am successful. I have added the following to my config.pm for SMTP: # SendmailModule $Self->{"Sendm...

rtorres

Ok having a bit of trouble here. I read the Install readme and it has direction but for LInux OS only and states to download the installer for Windows. Also read the instructions in Readme.database (Works for Windows) and Readedme.webserver which is made direclty for Linux (unless those are not the ...

rtorres

Sweet. OK will give this a shot thanks. Is there an easy way to backup and restore the OTRS database? Or is it a straight copy mdf file to other location?

rtorres

So since I have a working copy of the system can I just copy the install directory to the new server and reconfirgure the config.pm to match the new server?

rtorres

I am moving our Helpdesk to a new VM server that hosts a few other apps that use MySQL currently with xamp. When I try to install OTRS I get the message: "Port 3306 is already in use. MySQL is probably already innstalled on your machine. OTRS installs it's own instance and will need an open por...

rtorres

So if I put it at the top level of our ou it adds the computers as users as well. Is there a way to filter that out?

rtorres

the xxxxx are not specific. Just how many times I pushed the x button :) If I set the auth to our main OU then it will include everyone as a customer. I don't want everyone as a customer unless I can set it that way and some how make it so that the agents in TEST ou are the only ones who can login t...

rtorres

The problem is our admins (agents) are in a seperate group then the users. They do not reside in the USERS group they reside outside the USERS group. See where my problem is. If we resided int he same group it would not be a problem.

rtorres

Yes because testadmin is in the admin group not the Users group. Thats why it can't find it. That is where my problem stems from. I cannot get the system to auth agents in the customers portal. They can both login to their own portals fine. Does anyone have a working copy of config.pm where an agent...

rtorres

I had to remove the customer auth1 code cause after I restarted the otrs services I get internal error 500. With it removed I get this in the log: [Wed Aug 1 08:36:01 2012][Notice][Kernel::System::CustomerAuth::LDAP::Auth] CustomerUser: testadmin authentication failed, no LDAP entry found!BaseDN='OU...

rtorres

First thanks for your help so far but I am guessing I must be stupid. I just don't understand what I am missing here.. I have the required data from ldap cause users can login and agents can login to their respective portals. If a customer tries to login to agent portal they get: Panic, user authent...

rtorres

Please feel free to edit out what does not need to be there to help cleanup the amount of text in config.pm. Sadly I have tried so much that I am not even sure what is supposed to be there anymore :lol: # -- # Kernel/Config.pm - Config file for OTRS kernel # Copyright (C) 2001-2011 xxx, http://otrs....

rtorres

Alright I have tried adding a second ldap connection and cannot get the admins to log into the customer page. Any one ever do this successfully and if so, how?

rtorres

And I do this by adding another ldap connection in the customer authentication settings for the AD groups the agents are currently assigned to right?

rtorres

As title states, how do we allow the agents to login to the customer portal?

rtorres

Got it. SessionUseCookie was set to Yes. Changed to NO and the customer.pl stopped prompting, login screen after logout says "Logout successful. Thank you for using OTRS! " instead of Invalid sessionid. So far so good.

rtorres

Hate to dreg up an old post but did you ever get a resoultion to the prompting to save the customer.pl file? I am experienceing this and can't see anything wrong with it.

rtorres

Been looking at this for a few days now and cannot find anything wrong. When you click logout as a custumer it asks to save the customer.pl file. Anyone got any ideas?

rtorres

If Compatibility Mode in IE9 is not enabeld for the customer frontend the site will just display the code for customer.pl.
If I turn on Compatibility Mode IE in IE9 the site login for Customers fine.

In Admin it works either way. Can someone shed some light on this behavor?

rtorres

In Compat view Settings when "Display intranet sites in Compatibility View" is checked the install for customers display the customer.pl file automatically. Going to have a look into my config.pm and see if I have some misconfiguration typos in there. Will report back.

rtorres

If the customer does not have IE9 Comp view on the customer logion screen displays the contents of the customer.pl file. This does not happen on agent side. This just started happening. Log says that is not able to connect to mail server. Yet if you open the IE developer tools and change it from IE9...

rtorres

When this is enabled if the user logs out this message is display above the banner:
Content-Type: text/html; charset=utf-8; Expires: Tue, 1 Jan 1980 12:00:00 GMT Cache-Control: no-cache Pragma: no-cache
Disabling it does not produce this. Do I have a misconfiguration somewhere?

rtorres

crythias wrote:check one of the how tos... http://forums.otrs.org/viewtopic.php?f=60&t=7531

Just wanted to say thanks for this. I searched everywhere to get rid of this option.

rtorres

OK thanks. Might just try to share a field like subject and include the ip of the machine. That would in theory write the IP into the ticket info as well. If I get it to work I will post it.

rtorres

In our old system I was able to make the new tickets contain the IP of the machine the ticket was submitted from. That way when the tech got the ticket he had access to the IP of the machine to remote in and help them. Can this be done in otrs?

rtorres

Fresh look I was missing the second customer1. Thanks again

rtorres

I have everything working but I am cunfused about how to make the system grab users from 2 different groups. I have been reading the documentation on how to do this: If you have users in multiple containers, you may want to add multiple LDAP sources. Feel free to use $Self->{CustomerUser1} throughou...

rtorres

Wow no one has any ideas or thoughts/comments? That is never a good sign..lol

rtorres

Trying to login to customer frontend and get this error: Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator. Error log: [Wed Mar 7 16:44:27 2012][Notice][Kernel::System::CustomerAuth::LDAP::Auth] CustomerUser: installer (CN=installer,...

rtorres

Got it figured out. Classic rookie mistake, going off to stick my head in a hole..lol The test account I was using had no email, last name etc assigned to it. It was just a test account I created a long time ago. I can actually recreate the error at will. If you open AD / your user account (new one ...

rtorres

It will let me connect if I create a account manually and assign it a password. Then logoff/back on and it works with LDAP password and local password. I assume I have something wrong but cannot figure out what. Any ideas what could cause this?

rtorres

Here is the complete Config.pm file I used that worked for me. This is the complete file shown with default db info and password. I also added little notes next to each section to explain it better. Works with AD/LDAP on Windows 03 Domain. My issues was I was missing the ' marks in the line $Self->{...

rtorres

Been fighting with the same error since last week on 3.1.1 Any help would be awesome!

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