Re: [otrs] LDAP: Agent-Login works, but Customer-Login does not. Problem with AuthModule::LDAP::AlwaysFilter
This is how I made mine work. You can adapt as needed.
# Enable LDAP Authentication Sync for Agent #
$Self-{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP';
$Self-{'AuthSyncModule::LDAP::Host'} = 'ldap://172.16.223.2:389';
$Self-{'AuthSyncModule::LDAP::BaseDN'} = 'dc=yourdomain,dc=com';
$Self-{'AuthSyncModule::LDAP::UID'} = 'sAMAccountName';
$Self-{'AuthSyncModule::LDAP::UserAttr'} = 'DN';
$Self-{'AuthSyncModule::LDAP::AccessAttr'} = 'member';
$Self-{'AuthSyncModule::LDAP::SearchUserDN'} = 'cn=OTRS,ou=Technical
Support,dc=yourdomain,dc=com';
$Self-{'AuthSyncModule::LDAP::SearchUserPw'} = 'LookupPasswordHere';
# Enable Agent Mapping from LDAP to DB #
$Self-{'AuthSyncModule::LDAP::UserSyncMap'} = {
UserFirstname = 'givenName',
UserLastname = 'sn',
UserEmail = 'mail',
};
# Enable Customer Authentication
$Self-{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP';
$Self-{'Customer::AuthModule::LDAP::Host'} = 'dc1.yourdomain.com';
$Self-{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=yourdomain,dc=com';
$Self-{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName';
$Self-{'Customer::AuthModule::LDAP::GroupDN'} =
'CN=Users,DC=yourdomain,DC=com';
$Self-{'Customer::AuthModule::LDAP::AccessAttr'} = 'member';
#$Self-{'Customer::AuthModule::LDAP::UserAttr'} = 'UID';
$Self-{'Customer::AuthModule::LDAP::UserAttr'} = 'DN';
$Self-{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=OTRS,ou=Technical
Support,dc=yourdomain,dc=com';
$Self-{'Customer::AuthModule::LDAP::SearchUserPw'} = 'LookupPasswordHere';
$Self-{'Customer::AuthModule::LDAP::AlwaysFilter'} = '';
$Self-{'Customer::AuthModule::LDAP::Params'} = {
port = 389,
timeout = 120,
async = 0,
version = 3,
};
Timothy J. Deerinck
Owner / Senior Network Systems Engineer
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Re: [otrs] Installation on Windows of 3.1 B2
Has the B2 tarball been fixed? If not, is there an easy way for me to update the Windows B1 to B2? Thanks much, Timothy J. Deerinck Owner / Senior Network Systems Engineer -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Michiel Beijen Sent: Tuesday, December 13, 2011 12:04 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Installation on Windows of 3.1 B2 Hi Timothy, there was an unfortunate issue when creating the tarball for 3.1beta2, one of the modules was not bundled. This causes your issue. Please try beta1 for now :( -- Mike On Tue, Dec 13, 2011 at 16:46, Timothy J. Deerinck tdeeri...@networkp.com wrote: Hello all, Has anyone run into the problem of getting an Internal Server when completing the install of OTRS 3.1B2? Right after testing the mail setup, which is successful in my case, the error comes up and the setup does not complete. If I then login to the system, it is still appearing to be in install mode. If I click on Admin and then Customer Company and try to add a Customer Company, the Internal Server error again comes up. Any ideas?? Thanks much in advance, Timothy J. Deerinck This e-mail and any attachments may contain confidential and privileged information. If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this e-mail and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and is strictly prohibited by law. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs This e-mail and any attachments may contain confidential and privileged information. If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this e-mail and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and is strictly prohibited by law. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Installation on Windows of 3.1 B2
Mike, Thanks very much! That will prevent more hair pulling!! :) Regards, Timothy J. Deerinck -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Michiel Beijen Sent: Tuesday, December 13, 2011 12:04 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Installation on Windows of 3.1 B2 Hi Timothy, there was an unfortunate issue when creating the tarball for 3.1beta2, one of the modules was not bundled. This causes your issue. Please try beta1 for now :( -- Mike On Tue, Dec 13, 2011 at 16:46, Timothy J. Deerinck tdeeri...@networkp.com wrote: Hello all, Has anyone run into the problem of getting an Internal Server when completing the install of OTRS 3.1B2? Right after testing the mail setup, which is successful in my case, the error comes up and the setup does not complete. If I then login to the system, it is still appearing to be in install mode. If I click on Admin and then Customer Company and try to add a Customer Company, the Internal Server error again comes up. Any ideas?? Thanks much in advance, Timothy J. Deerinck This e-mail and any attachments may contain confidential and privileged information. If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this e-mail and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and is strictly prohibited by law. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs This e-mail and any attachments may contain confidential and privileged information. If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this e-mail and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and is strictly prohibited by law. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Installation on Windows of 3.1 B2
Mike, Probably a silly question, but after I install the Beta 1 on Windows, how can I get it up to Beta 2 for the version number? Do I have to wait for Beta 3? Thanks, Timothy J. Deerinck -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Michiel Beijen Sent: Tuesday, December 13, 2011 12:04 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Installation on Windows of 3.1 B2 Hi Timothy, there was an unfortunate issue when creating the tarball for 3.1beta2, one of the modules was not bundled. This causes your issue. Please try beta1 for now :( -- Mike On Tue, Dec 13, 2011 at 16:46, Timothy J. Deerinck tdeeri...@networkp.com wrote: Hello all, Has anyone run into the problem of getting an Internal Server when completing the install of OTRS 3.1B2? Right after testing the mail setup, which is successful in my case, the error comes up and the setup does not complete. If I then login to the system, it is still appearing to be in install mode. If I click on Admin and then Customer Company and try to add a Customer Company, the Internal Server error again comes up. Any ideas?? Thanks much in advance, Timothy J. Deerinck This e-mail and any attachments may contain confidential and privileged information. If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this e-mail and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and is strictly prohibited by law. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs This e-mail and any attachments may contain confidential and privileged information. If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this e-mail and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and is strictly prohibited by law. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Installation on Windows of 3.1 B2
Hello all, Has anyone run into the problem of getting an Internal Server when completing the install of OTRS 3.1B2? Right after testing the mail setup, which is successful in my case, the error comes up and the setup does not complete.If I then login to the system, it is still appearing to be in install mode. If I click on Admin and then Customer Company and try to add a Customer Company, the Internal Server error again comes up. Any ideas?? Thanks much in advance, Timothy J. Deerinck This e-mail and any attachments may contain confidential and privileged information. If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this e-mail and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and is strictly prohibited by law.- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] resetting root password
Or otrs@localhost. ? Sent from my iPhone On Jul 18, 2011, at 7:40 PM, Robert Woodworth robe...@a10networks.com wrote: I finally gave up on Turnkey OTRS. I took a fresh Ubuntu10 machine and got the source install. I got the thing up and running (kind of) I know that when it asked me for the root password I typed the right thing. I cant log into this thing via the web. I tried root, admin, otrs To no avail. I clicked on forgot password but that wont help because there is something wrong with the mail setup. Am I bricked again? Is there ANY salvage? Its taken me a whole day to get this far and I REALLY DON'T want to wipe the machine and start all over. How can I ssh into the machine and use the shell to set the web password for root ? - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs This e-mail and any attachments may contain confidential and privileged information. If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this e-mail and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and is strictly prohibited by law. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] resetting root password
Did you try root@localhost ? Sent from my iPhone On Jul 18, 2011, at 7:40 PM, Robert Woodworth robe...@a10networks.com wrote: I finally gave up on Turnkey OTRS. I took a fresh Ubuntu10 machine and got the source install. I got the thing up and running (kind of) I know that when it asked me for the root password I typed the right thing. I cant log into this thing via the web. I tried root, admin, otrs To no avail. I clicked on forgot password but that wont help because there is something wrong with the mail setup. Am I bricked again? Is there ANY salvage? Its taken me a whole day to get this far and I REALLY DON'T want to wipe the machine and start all over. How can I ssh into the machine and use the shell to set the web password for root ? - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs This e-mail and any attachments may contain confidential and privileged information. If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this e-mail and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and is strictly prohibited by law. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Using OpenAudit information to create CI records
Hello All, I was wondering if anyone has used OTRS:ITSM connected successfully to OpenAudit for CI's. This would be very slick indeed, and I would love to hear if anyone has done this. Thanks in advance! ~Tim - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] E-Mail / Note characters
I am trying to find where to suppress the '' symbol in ALL notes and e-mails from the OTRS system to customers. Also, if there is any way to format the messages (line length) to make them look a little more professional. I know that in Config Options: Ticket - Frontend::Agent::Ticket::ViewCompose, Ticket::Frontend::Quote: will take care of some, but not all. Is there any other place this is set? Thanks in advance ~Tim - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] How to disable the quation of email notifications?
Nils, Thanks for this. It worked on some items, however, when I close a ticket, the '' is still there. Is there a way to disable this as well? ~Tim From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Nils Leideck - ITSM Sent: Monday, June 21, 2010 11:48 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] How to disable the quation of email notifications? Hi, On 21.06.2010, at 18:57, José Luis Rodríguez García wrote: When OTRS sends a notification, it quotes the messages with the symbol '' ¿How can I disable this behavour? I have tried to disable and assign an empty value to Ticket::Frontend::Quote, but without success. try SysConfig - Ticket - Frontend::Agent::Ticket::ViewCompose Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.netmailto:nils.leid...@leidex.net nils.leid...@otrs.commailto:nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Stuck in Time Accounting
Gordon, It will work to correct the problem. Look at step 2 carefully. Do not click on ANYTHING but the Setting link on the right side of the tool bar. ~Tim From: Gordon O'Brien [mailto:gordon.obr...@mediasquare.co.uk] Sent: Tuesday, January 12, 2010 2:01 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Stuck in Time Accounting I have this problem too. Your suggestions below bring back the menu bar temporarily but clicking of for example the Tickets menu returns me back to the Time Accounting screen. This is obviously a huge bug. I can't even get into the admin section to uninstall the module. From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Timothy J. Deerinck Sent: 12 January 2010 05:49 To: User questions and discussions about OTRS. Subject: Re: [otrs] Stuck in Time Accounting To fix this from that page you are stuck on, do this: 1. Hit the delete link at the bottom right of the Edit time record page. 2. At the confirm delete page, simply click the Setting link in the tool bar menu at the top. 3. Change the begin period and the end period dates to something other than current (example: 1-1-2011 to 12-31-2011). 4. Click Submit. This will let you get your main screens back. I too am experimenting with Time Accounting and about locked myself out of the system completely until I did this! ~Tim From: Morten Bøhmer [mailto:mor...@adcopartner.no] Sent: Monday, January 11, 2010 5:05 AM To: 'User questions and discussions about OTRS.' Subject: [otrs] Stuck in Time Accounting Hi all I am, for some reason, stuck in Time Accounting and cannot get any other page in OTRS. I have tried killing my session from other users, restarting the browser, clearing cookies, tried other computers and so on. But I always get back to the Time Accounting screen, without the menubar. I have also tried typing other URL directly, but I am still forwarded directly to the Time Accounting screen. Appreciate any help on this matter. Brg morten Inbound email scanned by Mimecast. [cid:image001.gif@01CA9384.1C6BE680]http://www.mediasquare.co.uk Media Square plc or any of its subsidiary companies may not be held responsible for the content of this email as it may reflect the personal view of the sender and not that of the company. Should you receive this email in error, please notify the sender immediately and do not disclose, copy or distribute it. While Media Square plc scans all outbound emails for viruses, it cannot be held responsible for any infected files that you may receive. Media Square plc advises all recipients to virus scan any file attachments. Media Square Plc | Registered in England No.: 4006884 | Registered Office: 6 York Street, London, W1U 6PL This email message has been scanned and delivered safely by Mimecasthttp://www.mimecast.co.uk. inline: image001.gif- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Stuck in Time Accounting
Marco, Yes it does solve the problem, but if you look at that solution, it says he was the lonely admin. If a user does not have another admin account, the method I described will at least let them remove the time accounting loop to fix things! ~Tim From: Marco Vannini [mailto:marco.vann...@gmail.com] Sent: Tuesday, January 12, 2010 2:05 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Stuck in Time Accounting doesn't this thread solved the problems ? for me yes http://www.mail-archive.com/otrs@otrs.org/msg23689.html MV On Tue, Jan 12, 2010 at 11:01 AM, Gordon O'Brien gordon.obr...@mediasquare.co.ukmailto:gordon.obr...@mediasquare.co.uk wrote: I have this problem too. Your suggestions below bring back the menu bar temporarily but clicking of for example the Tickets menu returns me back to the Time Accounting screen. This is obviously a huge bug. I can't even get into the admin section to uninstall the module. From: otrs-boun...@otrs.orgmailto:otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.orgmailto:otrs-boun...@otrs.org] On Behalf Of Timothy J. Deerinck Sent: 12 January 2010 05:49 To: User questions and discussions about OTRS. Subject: Re: [otrs] Stuck in Time Accounting To fix this from that page you are stuck on, do this: 1. Hit the delete link at the bottom right of the Edit time record page. 2. At the confirm delete page, simply click the Setting link in the tool bar menu at the top. 3. Change the begin period and the end period dates to something other than current (example: 1-1-2011 to 12-31-2011). 4. Click Submit. This will let you get your main screens back. I too am experimenting with Time Accounting and about locked myself out of the system completely until I did this! ~Tim From: Morten Bøhmer [mailto:mor...@adcopartner.nomailto:mor...@adcopartner.no] Sent: Monday, January 11, 2010 5:05 AM To: 'User questions and discussions about OTRS.' Subject: [otrs] Stuck in Time Accounting Hi all I am, for some reason, stuck in Time Accounting and cannot get any other page in OTRS. I have tried killing my session from other users, restarting the browser, clearing cookies, tried other computers and so on. But I always get back to the Time Accounting screen, without the menubar. I have also tried typing other URL directly, but I am still forwarded directly to the Time Accounting screen. Appreciate any help on this matter. Brg morten Inbound email scanned by Mimecast. [cid:image001.gif@01CA9384.9306E830]http://www.mediasquare.co.uk Media Square plc or any of its subsidiary companies may not be held responsible for the content of this email as it may reflect the personal view of the sender and not that of the company. Should you receive this email in error, please notify the sender immediately and do not disclose, copy or distribute it. While Media Square plc scans all outbound emails for viruses, it cannot be held responsible for any infected files that you may receive. Media Square plc advises all recipients to virus scan any file attachments. Media Square Plc | Registered in England No.: 4006884 | Registered Office: 6 York Street, London, W1U 6PL This email message has been scanned and delivered safely by Mimecasthttp://www.mimecast.co.uk. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ inline: image001.gif- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Stuck in Time Accounting
To fix this from that page you are stuck on, do this: 1. Hit the delete link at the bottom right of the Edit time record page. 2. At the confirm delete page, simply click the Setting link in the tool bar menu at the top. 3. Change the begin period and the end period dates to something other than current (example: 1-1-2011 to 12-31-2011). 4. Click Submit. This will let you get your main screens back. I too am experimenting with Time Accounting and about locked myself out of the system completely until I did this! ~Tim From: Morten Bøhmer [mailto:mor...@adcopartner.no] Sent: Monday, January 11, 2010 5:05 AM To: 'User questions and discussions about OTRS.' Subject: [otrs] Stuck in Time Accounting Hi all I am, for some reason, stuck in Time Accounting and cannot get any other page in OTRS. I have tried killing my session from other users, restarting the browser, clearing cookies, tried other computers and so on. But I always get back to the Time Accounting screen, without the menubar. I have also tried typing other URL directly, but I am still forwarded directly to the Time Accounting screen. Appreciate any help on this matter. Brg morten - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Deleting tickets
Another way to do this on a larger scale is to run the generic agent on the Junk Queue with delete. That way ANY tickets you move to that queue will be deleted completely from the system. I setup a Cron Job to run the Generic Agent every 10 minutes. This keeps the system very tidy! :) From: David Holder [david.hol...@gmail.com] Sent: Tuesday, September 29, 2009 5:38 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Deleting tickets Hi, You can use the generic agent to do this. Add a new Generic Agent from the admin panel, specify your parameters (Date, Customer etc) and down at the bottom locate Delete tickets: and select Yes. This will remove the tickets physically from the DB. Regards, David On Tue, Sep 29, 2009 at 1:23 PM, Jens Müller mueller.j...@gmail.commailto:mueller.j...@gmail.com wrote: Hello, I wonder how tickets can be completely deleted form the system. I found no such link in the ticket details. Thanks - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Customer Portal Help!
Hello, I finally have everything setup, or at least I thought I did, for OTRS / ITSM. Everything is working as planned, except one thing! When a customer logs in to the portal, their tickets do not show! From the Agent dashboard, the ticket is there. If the ticket is zoomed, it shows all the proper information. When the Customer logs in, there are not tickets showing! Anyone know what I should check on this? Thanks very much ~Tim - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Deselect
I have a quick question. When creating or modifying Notification Events, there are times a select is made and may need to be cleared. Say for instance, I click Article Create and then decide I don't want anything in that category. How does one remove any selections? I only see where you can select another option in that category, but no clear selection option. Does this exist anywhere, or am I missing a keystroke? Thanks, ~Tim - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Customer Portal Help!
I checked that and they are correct. I am using Customer Companies. The company ID is assigned to each Customer as well. Still, no tickets!! ~Tim From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Marco Vannini Sent: Friday, September 04, 2009 12:38 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Portal Help! should it be that tickets has customerid different than customer user ? On Fri, Sep 4, 2009 at 7:03 PM, Timothy J. Deerinck tdeeri...@networkp.commailto:tdeeri...@networkp.com wrote: Hello, I finally have everything setup, or at least I thought I did, for OTRS / ITSM. Everything is working as planned, except one thing! When a customer logs in to the portal, their tickets do not show! From the Agent dashboard, the ticket is there. If the ticket is zoomed, it shows all the proper information. When the Customer logs in, there are not tickets showing! Anyone know what I should check on this? Thanks very much ~Tim - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Customer Portal Help!
Marco, THANKS! I actually did not have any groups for the Customer Company / User setup. I set one up, assigned the queue to this group, gave the customer permissions, and PERFECT! Thanks again, ~Tim From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Marco Vannini Sent: Friday, September 04, 2009 1:05 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Portal Help! And you have just checked also [customer users-groups]. Try to reassign the permissions (disabling and re enabling), I've read previosly posted thread where sometimes authorization has required a refresh On Fri, Sep 4, 2009 at 9:54 PM, Timothy J. Deerinck tdeeri...@networkp.commailto:tdeeri...@networkp.com wrote: I checked that and they are correct. I am using Customer Companies. The company ID is assigned to each Customer as well. Still, no tickets!! ~Tim From: otrs-boun...@otrs.orgmailto:otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.orgmailto:otrs-boun...@otrs.org] On Behalf Of Marco Vannini Sent: Friday, September 04, 2009 12:38 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Portal Help! should it be that tickets has customerid different than customer user ? On Fri, Sep 4, 2009 at 7:03 PM, Timothy J. Deerinck tdeeri...@networkp.commailto:tdeeri...@networkp.com wrote: Hello, I finally have everything setup, or at least I thought I did, for OTRS / ITSM. Everything is working as planned, except one thing! When a customer logs in to the portal, their tickets do not show! From the Agent dashboard, the ticket is there. If the ticket is zoomed, it shows all the proper information. When the Customer logs in, there are not tickets showing! Anyone know what I should check on this? Thanks very much ~Tim - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Customer Portal Help!
Shawn, Thanks for the tip, however, what is the best way to link Customer Companies with Queues? ~Tim From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Shawn Beasley Sent: Friday, September 04, 2009 1:28 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Portal Help! Hi, On 04.09.2009, at 22:22, Timothy J. Deerinck wrote: Marco, THANKS! I actually did not have any groups for the Customer Company / User setup. I set one up, assigned the queue to this group, gave the customer permissions, and PERFECT! You should really avoid doing customer group permissions, unless you have a good reason for it. Just a tip -- Shawn Beasley sh...@otrs.orgmailto:sh...@otrs.org Computers make work that one would not have without them go faster! - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] 2.4.2 to 2.4.4 Upgrade
Hello everyone, The upgrade instructions for 2.4.4 do not address upgrading within a version number that I can see. I am using the source install method and have 2.4.2 installed. What is the procedure to upgrade to 2.4.4? Thanks very much! ~Tim - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Ticket Update
Martin..Works perfectly!! No more loops! :) - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Ticket Update
Hello, I am trying to find a way to use Event Notifications to send activity updates to users (not just the agent or customer user). I setup a Notification with Add Note as the trigger, and it created a very nasty loop sending hundreds of e-mails since it reported the notification as another add note. Infinite Loop! :( What I want is anytime anything is done to a ticket, the system will send a notification without creating a loop. Can this be done??? ~Tim - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Ticket Update
Martin, Thanks for the reply back. Does the fix address the issue I was talking about though? When a note would be added to a ticket, it would endlessly loop. So this is fixed in 2.4.4? ~Tim Timothy J. Deerinck Owner / Senior Network Systems Engineer Bringing Technologies Together To Work For You... Web: www.networkp.com Corp: 209.456.5310 x 205 Stockton: 209.670.9200 Lodi: 209.642.4170 Turlock: 209. 485.9069 Fax: 209.623.4656 Toll Free: 877.456.5310 -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Martin Edenhofer Sent: Tuesday, September 01, 2009 10:11 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Ticket Update Hi Tim, that's funny. I did the same by fixing Bug# 4149 - The TicketCreate event, used for event based notification, did not have access to Article attributes due to the creation time of the article. The sender of the original article could not be used in the notification (http://bugs.otrs.org/show_bug.cgi?id=4149 ). So good news. This issue is solved with OTRS 2.4.4 (is available tomorrow). :) -Martin On 01.09.2009, at 18:44, Timothy J. Deerinck wrote: Hello, I am trying to find a way to use Event Notifications to send activity updates to users (not just the agent or customer user). I setup a Notification with Add Note as the trigger, and it created a very nasty loop sending hundreds of e-mails since it reported the notification as another add note. Infinite Loop! L What I want is anytime anything is done to a ticket, the system will send a notification without creating a loop. Can this be done??? ~Tim - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Ticket Update
Thanks Martin! Very much! This will let me create a solution I needed for Manager notification at Customer Companies!! Homerun over the fence! :) ~Tim Timothy J. Deerinck Owner / Senior Network Systems Engineer Bringing Technologies Together To Work For You... Web: www.networkp.com Corp: 209.456.5310 x 205 Stockton: 209.670.9200 Lodi: 209.642.4170 Turlock: 209. 485.9069 Fax: 209.623.4656 Toll Free: 877.456.5310 -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Martin Edenhofer Sent: Tuesday, September 01, 2009 1:33 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Ticket Update YES! :) -Martin On 01.09.2009, at 22:30, Timothy J. Deerinck wrote: Martin, Thanks for the reply back. Does the fix address the issue I was talking about though? When a note would be added to a ticket, it would endlessly loop. So this is fixed in 2.4.4? ~Tim Timothy J. Deerinck Owner / Senior Network Systems Engineer Bringing Technologies Together To Work For You... Web: www.networkp.com Corp: 209.456.5310 x 205 Stockton: 209.670.9200 Lodi: 209.642.4170 Turlock: 209. 485.9069 Fax: 209.623.4656 Toll Free: 877.456.5310 -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Martin Edenhofer Sent: Tuesday, September 01, 2009 10:11 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Ticket Update Hi Tim, that's funny. I did the same by fixing Bug# 4149 - The TicketCreate event, used for event based notification, did not have access to Article attributes due to the creation time of the article. The sender of the original article could not be used in the notification (http://bugs.otrs.org/show_bug.cgi?id=4149 ). So good news. This issue is solved with OTRS 2.4.4 (is available tomorrow). :) -Martin On 01.09.2009, at 18:44, Timothy J. Deerinck wrote: Hello, I am trying to find a way to use Event Notifications to send activity updates to users (not just the agent or customer user). I setup a Notification with Add Note as the trigger, and it created a very nasty loop sending hundreds of e-mails since it reported the notification as another add note. Infinite Loop! L What I want is anytime anything is done to a ticket, the system will send a notification without creating a loop. Can this be done??? ~Tim - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Customer Notification
Can anyone help on this?? -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Timothy J. Deerinck Sent: Friday, August 14, 2009 3:58 PM To: User questions and discussions about OTRS. Subject: [otrs] Customer Notification I was wondering if anyone can steer me the right direction. Is there any workaround to having this happen: Customer opens ticket. Manager at Customers company is also notified along with customer, and manager is kept in loop as to tickets journey thru completion. I have several customers who work for one company and the company manager wants to know what is happening with the tickets. Any help will be greatly appreciated!!! ~Tim - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Customer Notification
Alan, Thanks for the reply! That sounds like a great idea. I guess I will have to change my queue structure though. I was hoping to be more ITIL compliant, but this feature is VERY important. Thanks again, ~Tim -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Alan McKay Sent: Saturday, August 15, 2009 1:07 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Notification Under the new event-based notifications in 2.4 there is a notify field where you can enter an email address. So you might be able to do this if you set up a queue specific to that company, and created a notification rule with the manager's email address in there. Just guessing though as I've never done anything like that. -- Don't eat anything you've ever seen advertised on TV - Michael Pollan, author of In Defense of Food - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Customer Notification
I was wondering if anyone can steer me the right direction. Is there any workaround to having this happen: Customer opens ticket. Manager at Customers company is also notified along with customer, and manager is kept in loop as to tickets journey thru completion. I have several customers who work for one company and the company manager wants to know what is happening with the tickets. Any help will be greatly appreciated!!! ~Tim - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] docs for new event-based notification?
Give this a try. Add Notification Name: Give it a name like New Ticket Received Select ONLY these: Recipient: Customer State: new Priority: SELECT ALL Queue: Raw Write you Text and Subject and submit. This works flawlessly for me. ~Tim -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Alan McKay Sent: Monday, August 10, 2009 12:39 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] docs for new event-based notification? Table 5.3 in the admin manual lists the events for which auto responses will be sent; without getting into any coding. We notice that closed or resolved is not listed. One of the ITIL tenets is to provide notification to the customer upon resolution and it really befuddles me that OTRS does not have this capability out of the box. If it's in the box, it is well concealed. New event based notification in 2.4 does this. And I think this is part of my problem. I got the emails going no problem for ticket close. I used event based notification for that. And I tried to use event based notification for sending email when a new ticket comes in, but it seems I somehow cannot do that. Which seems odd to me. But it seems I can solve the problem outside the realm of EBN I'll also look into the logs as others have suggested to see if I can figure out why it is not working with EBN. Seems to me it should work from there without this other business (which is the way I'd done it on 2.3) -- Don't eat anything you've ever seen advertised on TV - Michael Pollan, author of In Defense of Food - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Company E-Mail Notification???
Hello, I am new to OTRS and was wondering if anyone could share some help on it. What I have seen and used so far is absolutely awesome! I 2.4.2 and the ITSM from source on Debian 5. I am finding my way around rather quickly thru many test tickets! :) I have enabled company groups thru the Config.pm file which is working great. What I would like to do is this: 1. Customer Company has 10 employees, and 2 managers who would like to stay up on what issues are happening. 2. For this example, Steve and Bill are the company managers, Joe is one of the employees. All employees are grouped to company using ID. 3. Joe submits a Ticket as a customer to OTRS. The ticket sends Joe a notice that ticket is created and being processed. 4. Agent from my company routes and processes customer requests for the entire process. What I need is for any activity that is generated by the employee, Joe, to also have responses sent to Steve and Bill. This way, the managers are aware of any issues happening with their employees and are kept in the loop! Now steps 1 thru 4 I have working perfectly, it is the manager notification I have not figured out. Can anyone steer me the right direction on this??? Thanks very much in advance!! ~Tim - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
