Znuny and ((OTRS)) Community Edition

We are using nested groups, so we have this in place:     $Self->{'AuthModule::LDAP::AlwaysFilter'} = '(&(objectCategory=user)(memberOf:1.2.840.113556.1.4.1941:=CN=group_name,OU=Groups,OU=XX,DC=XX,DC=XX,DC=XX))'; People outside of "group_name" are still able to log in as an agent, thou...

We setup our config.pm file to allow only employees that are apart of a specific AD group to become an agent. We thought that it was working fine, but we found out that if customers attempt to login to the Agent portal, they automatically become agents. Could anyone share how they have their system ...

That did it. Thank you very much for you help. OtterHub ROCKS! This is a fantastic community.

I am trying to configure some changes with approvals. When I put in a condition to say when a specific work order is accepted, change the state of the change to Approved. Change condition.PNG As you can see it is a pretty straight forward condition. However, when I go into the work order, hit report...

Your mention of using “zzzz_auth_otrs.conf” as the file name got me thinking… I actually had things working yesterday afternoon, but couldn’t figure out exactly what the fix was. When I saw your post with the mention of the file name, it made me realize that was it. For whatever reason, I renamed th...

That worked perfectly, thanks.

I’m not seeing a 401… This is the complete log from a browser that’s prompting me for my AD credentials when I hit the login page. xx.xx.xx.xx - - [24/Apr/2017:13:20:42 -0400] "GET /otrs/index.pl HTTP/1.1" 302 78 "-" "Mozilla/5.0 (X11; Ubuntu; Linux x86_64; rv:49.0) Gecko/20...

Does anyone know where you can change the design or colors of the table in the notifications that are sent out or if it’s even possible to do so? We would specifically like to change the gray and orange background colors: email.png I thought it would be either in SysConfig or the css files but I can...

The browser takes us to the location defined in “$Self->{LoginURL}”. The access_log is showing something interesting… Any request starting with “/otrs” is not authenticated, yet most requests outside of this path are authenticated. The error_log also contains the following: ERROR: OTRS-CGI-66 Perl: ...

: s45 4#; klist -k -t /etc/krb5.keytab  Keytab name: FILE:/etc/krb5.keytab KVNO Timestamp           Principal ---- ------------------- ------------------------------------------------------    5 04/19/2017 17:16:58 HTTP/s45.ctc.com@OUR.DOMAIN..    5 04/19/2017 17:16:58 HTTP/s45.ctc.com@OUR.DOMAIN.. ...

The only logs we’ve been finding anything in is /var/log/httpd/{access_log,error_log}. So far, neither have pointed us in the right direction.

Thanks in advance for any help on this topic. Here’s what I’ve done so far to try to get single sign-on (SSO) working with OTRS. 1) Created an AD object for the system, added a Service Principal Name (SPN) to the object. 2) Joined the Linux system to the domain and created a keytab file. 3) Installe...

We haven't done any custom development like that in our system. I am familiar with javascript, but I don't know where to put it. Could you point me to some forums or posts that discuss how to get started with that?

Thanks in advance for any help on this topic. I am a programmer at heart so I like to have things work as simply as possible. What I am trying to do is have an activity dialog that asks what type of request is needed. Either New User, Add Privileges, or Remove Privileges. Once that question is answe...

Correct. One thing I found is that if you set the "Send to these agents" to the person that is creating the event, that agent doesn't get an email. I guess the system assumes you already know that the event occurred because you did it. Try this: 1. Create a new notification called Test_Pro...

On the Admin tab, go into Ticket Notifications. Here you can fire off a notification based on events, you will need to use the ticket filter to pull only the tickets you want.

In the Admin section, you will want to look at the ticket notifications. A little research on how this works may be required, but basically you can fire off notifications based on events. Such as changing queues or assigning an owner. To me the most important section on your notification is the tick...

Here is a step-by-step PDF on pulling LDAP Customer data into a dynamic field that can be used in a Process Ticket. It took us a couple of days to figure this out, so I hope it helps save you some time while working on your implementation. These notes are from v5.0.16. Feel free to message me if you...

Thank you to everyone that helped me with this. I attached a step-by-step PDF of how we accomplished pulling the extra data from LDAP into a dynamic field that can be used for a process ticket.

Looks like I ran out of space on my last post. Here is the rest. 4. Here is where I am totally confused. I am not sure what I am supposed to put in these two sections. For the DynamicFieldFromCustomerUser:Mapping I am not sure what to put in the key's and content sections. Here is our mapping for ld...

Thank you very much nedmaj & wurzel for your quick responses. I think I have to clarify exactly what we are trying to do, and where I am stuck. I am very confused as to how this all works, and any help is greatly appreciated. 1. We pull in our customer users from LDAP and would like to access th...

I don't fully understand how the mapping works. Here is our current setup in the sysconfig, the transition action setup, and what is showing up in the process ticket.

We have a manager field being imported from AD into the Customer User screen. We would like to have that field available for some of our process tickets, so we can email the manager and have them approve certain actions. When we try to assign <OTRS_CUSTOMER_DATA_UserFirstname> to a dynamic field in ...

We are working on setting up a new process in our system. We saw the article on assigning dynamic fields to other dynamic fields in the transition action. This article was very helpful, but only got us half way. http://forums.otterhub.org/viewtopic.php?f=60&t=34391 We would like to take this one...