Znuny Open Source Ticketsystem

katerina

I am sorry to bother you, it works. It was my fault, I have edited file in backup directory.
Thanks for your answers.

katerina

I have restarted httpd, otrs and run otrs.DeleteCache.pl again, logout and login, but in vain. It doesn't help.

katerina

Hello, I would like to see all my tickets in dashboard, I have found solution in http://lists.otrs.org/pipermail/otrs/2011-May/035799.html. It was a little different for otrs4, but in line 338 I found my @Params = ( { Desc => 'Shown Tickets', Name => $Self->{PrefKeyShown}, Block => 'Option', Data =>...

katerina

Thank you very much, the problem is solved by switching to standard theme

katerina

Hi, we didn't use customer frontend until now. But I know it worked when I first installed otrs maybe 2 years ago. Now we want to use customer.pl link for users, but when user wants to create new ticket, he/she could see that there is an error and in details there is document.getElementById(...) is ...

katerina

Today I upgraded to version 3.3.7, but auto refresh doesn't work for me in this version, too. So I downgraded to version 3.3.4 and autorefresh works again. Did I miss anything?

katerina

Now I tried to downgrade otrs from version 3.3.6 to our previous version 3.3.4 and auto refresh works. So I have solved the problem for me, but I think it is a bug in version 3.3.6

katerina

I don't know the way to solve this problem nor where else to gain help, so I wil write here what I find out. In /opt/otrs/Kernel/Output/HTML/Standard/HTMLHead.dtl <script type="text/javascript"> // We don't use an http refresh header any more because it causes problems with // open dialogs...

katerina

Hi, I did several upgrades and then auto refresh of dashboard and tickets stopped working. I found that in the source code of the page there is no meta-equiv refresh, so after I have read http://forums.otterhub.org/viewtopic.php?f=62&t=7491 I put in /opt/otrs/Kernel/Output/HTML/myMotiv/HTMLHead....

katerina

Thank you for your help,
I tried 3 versions of jquery, none worked.
At the end I gave up.
We have no dropdown field with PC names, our technician isn't happy but he accepted it.
Thank you again

katerina

I tried the code on my two testing machines, one was freshly installed otrs 3.2.2, the other was clon of upgraded otrs from 3.1.12 to 3.2.2. The results are the same: I can see the dropdown box, but it is empty, in firebug console I can see the output that should populate the dropdown. And yesterday...

katerina

My problem is, that the line
$('#DynamicField_jmenoPC').append(data);
has no efect.

I tried to use other fields instead of #DynamicField_jmenoPC, but append never worked and never appended any text. I tried appendTo, but it didn't work either.

katerina

Thanks, every time I learn something new.. <script type="text/javascript"> $.get('extdata.pl', function(data) { $('#DynamicField_jmenoPC').append(data); console.log(data); }); </script> The code above gives me in the console the right output, I see <option value="1">1-dokument</o...

katerina

Now I found my mistake, I wrote wrong path to the jquery.
Now I corrected the path, I have no error in th error console, but the script doesn't run either.

katerina

so I downloaded http://lokeshdhakar.com/projects/lightbox2/, I added into HTMLHead.dtl lines <script src ="$Config{"Frontend::WebPath"}thirdparty/lightbox/js/jquery-1.7.2.min.js"></script> <script src ="$Config{"Frontend::WebPath"}js/thirdparty/lightbox/js/lightbox...

katerina

Thank you very much for your help and patience. It still doesn't work for me. My code now looks like that: <div class="Row Row_DynamicField_jmenoPC"> <label id="LabelDynamicField_jmenoPC" for="DynamicField_jmenoPC"> Jmeno PC: </label> <div class="Field"> <sele...

katerina

Thank you a lot, now extdata.pl gives me output that seems OK. But I want dropdown field to be seen in New Telephone Ticket When I create new phone ticket I can see my dropdown field, but it is empty. I have created dynamic field named jmenoPC as dropdown list, but this field I didn't set as dynamic...

katerina

#!/usr/bin/perl -w use strict; use warnings; use CGI qw(:standard); #use JSON; #install JSON via cpan/ppm if you want to use it instead print header(-type => 'application/json'); #code to query data # use ../../ as lib location use FindBin qw($Bin); use lib "$Bin/../.."; use lib "$Bi...

katerina

I am trying to get working Dynamic dropdown field from db described in http://forums.otterhub.org/viewtopic.php?f=60&t=17033, but I stucked. I commented out next code and filled the right info # DatabaseDSN => 'DBI:odbc:database=123;host=localhost;', # DatabaseUser => 'user', # DatabasePw => 'so...

katerina

The system was runing until I tried to install ... That bit of information might have saved some time here. That bit of information I gained after installing otrs 3.2.2 from scratch. Before that I upgraded and there was no clue where the problem is. Thanks a lot for the link. I will follow it and l...

katerina

Thanks for your reply, there is nothing in the logs you mentioned. There was no clue what to do, so I tried to install another server. I installed Centos 6.2, upgraded and installed otrs 3.2.2 . The system was runing until I tried to install Dynamic field from DB https://github.com/WuerthPhoenix/OTR...

katerina

I really have highlighted my queue but if my collegue creates a ticket in my queue, no notification comes to me since the upgrade to 3.2.x. I have set send notifications to YES. Thank you for the tip to look at history, there I can see that notifications were sent before the upgrade, but not after t...

katerina

Notifications to agents will happen if, in agent preferences, the queue is highlighted in "My Queues" and Notifications Yes. yes, I have this Notifications will not happen if you create a ticket for yourself. But in my case it didn't happen if my collegue creates a ticket for me. I got no...

katerina

There is nothing important in the log:
Thu Feb 21 09:49:35 2013 notice OTRS-CGI-10 New Ticket [2013022110000155/test 4] created (TicketID=467,Queue=ICT::Servery a síť (Novell, pošta, Internet),Priority=3 normal,State=open)

and nothing more about the ticket or unability to send e-mail

katerina

After upgrade I can login, but when I insert a new telephone ticket and I want to create it, the system offers me to download index.pl. (And in firefox I see the form with the inserted ticket, only the button Create is disabled) I searched web and found out that it could be connected with problem se...

katerina

I was happy to read: For people interested in how this should work with, for instance AgentTicketPhone, place your script after the FormUpdate $('#TypeID').bind('change', function (Event) { Core.AJAX.FormUpdate($('#NewPhoneTicket'), 'AJAXUpdate', 'TypeID', ['NewUserID', 'NewResponsibleID', 'NextSta...

katerina

Hi, I solved my problem.
In Kernel/config.pm I had

Code: Select all

CustomerUserListFields => ['cn', 'sn'],
CustomerUserSearchFields => [ 'cn', 'sn'],

I changed it to

Code: Select all

CustomerUserListFields => ['cn', 'sn','mail'],
CustomerUserSearchFields => [ 'cn', 'sn','mail'],

Now all is working excelent

katerina

I have otrs 3.1.12 synchronized with openLDAP. If I create New phone ticket I can choose From customer from dropbox (for instance it is offered for me kbubenickova Bubenickova (kbubenickova) - when I am writing kbu as first letters of my login) The problem is, that if I press Create the system refus...

katerina

I just want to say I have installed openldap and all works well, thanks again for your help

katerina

This is our case http://www.novell.com/support/kb/doc.php?id=7008606 we have no dn as an atribut of ldap object. But to expatend schema is very complex task and it can cause problems in other aplications. So we decided to install openldap and synchronize novell ldap, otrs and other applications with...

katerina

Now I can authenticate, but not enter the account. That means in customer.pl I can see in red letters Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator. in log I can see [Notice][Kernel::System::CustomerAuth::LDAP::Auth] CustomerUse...

katerina

Thanks again, our ldap is not case sensitive (I have tried it) When I left ldap filter empty, I got some result, though not exactly what I had expected. In our ldap there is a container named workstations (in Czech stanice) and it contains all workstations that have installed novell client and conne...

katerina

Now I sucseed with agent authentication, I can,t use group but innstead I use ou=SIVT and all members of this ou can log in and their passwd are synchronized with ldap passwd, but not members of this ou couldn't login. That is what I wanted. My code looks like that: $Self->{'AuthModule1'} = 'Kernel:...

katerina

Thanks very much for your answer, I really appreciate your effort. I realized that in log there was member=bubenickova, while the right answer is member='cn=bubenickova,ou=SIVT,o=lecebna' In LDAP group helpdesk there is no field with answer only bubbenickova, which is my login. So I changed #$Self->...

katerina

Thanks, after change I have [Error][Kernel::System::CustomerAuth::LDAP::Auth][Line:282]: Search failed! b ase='cn=HelpDesk,o=lecebna', filter='(member=bubenickova)', Invalid DN syntax I changed $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=admin,o=lecebna'; to $Self->{'Customer::AuthModu...

katerina

Thanks for your answer. Now I commented agent authentication, so I have left only user authentication. I have a group named Helpdesk with two members: (atribute member I could see in JXplorer) cn=bubenickova,ou=SIVT,o=lecebna cn=admin,o=lecebna When I try to log in, I have these log messages: loggin...

katerina

I tried to read something and search for some solution but my capabilities are limited, so I ask for help again. I realized that what I need is customer authentication against LDAP and I don't need agent authentication. But maybe problems with agent authentication can help to solve problems with LDA...

katerina

No ldap entry found - OK that's right. I have user bubenickova in LDAP and user katerina.bubenickova@xxx.cz in db. I hoped that in the end I would be able to authenticate with boht accounts. But now I can authenticate only with katerina.bubenickova@xxx.cz which is only in db. I added bubenickova in ...

katerina

Thanks again for your help and patience. I corrected the coma and looked at log, there was Aug 1 07:54:21 CentosIntra OTRS-CGI-10[23703]: [Notice][Kernel::System::Auth::DB::Auth] User: bubenickova doesn't exist or is invalid!!! (REMOTE_ADDR: 172.19.11.83) Aug 1 07:54:21 CentosIntra OTRS-CGI-10[23703...

katerina

In /var/log/messages: Jul 31 14:50:33 CentosIntra OTRS-CGI-10[23697]: [Notice][Kernel::System::Auth::DB::Auth] User: bubenickova doesn't exist or is invalid!!! (REMOTE_ADDR: 172.19.11.83) Jul 31 14:50:33 CentosIntra OTRS-CGI-10[23697]: [Error][Kernel::System::Auth::LDAP::Auth][Line:187]: First bind ...

katerina

Now I corrected $self to $Self and $Self->{'AuthModule::LDAP::UID1'} = 'cn';

I can loggin with default db, bud LDAP still doesn't work.
Isn't there something like restart otrs and I missed it?

katerina

Before I have reinstalled otrs, I tried to loggin, but sometimes I got rejection user/password, sometimes I got internal server error. I thought, internal server error means I am logged in. But after some research which I unfortunatelly didn't describe here I realized that it is completely random wh...

katerina

Sorry for my silence, My code now look like that: $self->{'AuthModule1'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host1'} = '172.19.11.65'; $Self->{'AuthModule::LDAP::BaseDN1'} = 'o=lecebna'; $Self->{'AuthModule::LDAP::UID1'} = 'admin'; # $Self->{'AuthModule::LDAP::UID1'} = 'cn'; $...

katerina

Thanks for your help, I am totaly lost in the code for LDAP. I tried several versions of code, that I found in otrs manual and in discussions here. Our LDAP for sure doesn't contain all informations about customers, I wanted to add them later if needed. I would like to authenticate users against dat...

katerina

Thanks, that was one mistake,
but after I corrected it, I can only login as user in LDAP, not as user in default db,
but after login I got Internal server error again,
in error.log I have again
Undefined subroutine &Kernel::Config::Load called at /opt/otrs//Kernel/Config/Defaults.pm line 1770

katerina

Hi, I am for some days trying to configure LDAP authentication. Now I am in this situation: after entering in customer.pl userID and password, if it matches for that in LDAP or defautl DB, I got Internal server error. In error.log I have Undefined subroutine &Kernel::Config::Load called at /opt/...

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