OTRS Issues - Phase I

Putting it from list.otrs.org for my own information.
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Problem: How to Clean up the database.?
Solution
- You can use the Generic Agent to remove all or some ticket based on criteria.
- With a bulk change you could set all or some tickets to state 'removed' for instance, and than run GA on it.
- Deleting customers/agents is harder, like for some other data types. You could do it in the database (phpmyadmin), or you can do like I do, recycle. Make them invalid, rename them to INVALID... en reuse (rename) when needed.
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Problem : How to setup LDAP Authentication?
Solution:
#Enable LDAP authentication for Customers / Users
$Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP';
$Self->{'Customer::AuthModule::LDAP::Host'} = 'xx.xxx.xx.xx';
$Self->{'Customer::AuthModule::LDAP::BaseDN'} =
'ou=user,ou=dublin,dc=int,dc=domain,dc=com';
$Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName';

#The following is valid but would only be necessary if the
#anonymous user do NOT have permission to read from the LDAP tree
# $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'otrsldap';
# $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password';
$Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'MyDomain\otrsldap';
$Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password';

#CustomerUser
#(customer user database backend and settings)
$Self->{CustomerUser} = {
Module => 'Kernel::System::CustomerUser::LDAP',
Params => {
Host => 'xx.xxx.xx.xx',
BaseDN => 'ou=user,ou=dublin,dc=int,dc=domain,dc=com',
SSCOPE => 'sub',
UserDN =>'otrsldap',
UserPw => 'password',
},

# customer unique id
CustomerKey => 'sAMAccountName',
# customer #
CustomerID => 'mail',
CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'],
CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'],
CustomerUserSearchPrefix => '',
CustomerUserSearchSuffix => '*',
CustomerUserSearchListLimit => 250,
CustomerUserPostMasterSearchFields => ['mail'],
CustomerUserNameFields => ['givenname', 'sn'],
Map => [
# note: Login, Email and CustomerID needed!
# var, frontend, storage, shown, required, storage-type
#[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ],
[ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ],
[ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ],
[ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ],
[ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ],
[ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ],
#[ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ],
#[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ],
#[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ],
],
};

#Add the following lines when only users are allowed to login if they
reside in the spicified security group
#Remove these lines if you want to provide login to all users specified in
the User Base DN
#example: $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=BaseOU,
dc=example, dc=com';
$Self->{'Customer::AuthModule::LDAP::GroupDN'} =
'CN=OTRS_Users,OU=Security Groups,OU=Dublin,DC=int,DC=domain,DC=com';
$Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member';
$Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'
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Problem:
Solution:

Few important points about OTRS:
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- The queue view only displays unlocked tickets by default.
- There is a line that says "Tickets shown..... All Tickets xx" The xx is a link which should display all tickets locked and unlocked which are in your "My Queues".