Re: [otrs] Show company name

[Ryan Meyer]

>From what I understand, and this could be wrong, but you'd need to add a field 
>for company name and add it in every print out and basically it's a real pain 
>in the ass.

That said, what I do is to use companyid as companyname. :)


  - Original Message - 
  From: Mikhail Pauw 
  To: User questions and discussions about OTRS.org 
  Sent: Friday, January 25, 2008 11:56 AM
  Subject: RE: [otrs] Show company name


  Hi,

   

  I think I'm doing something here what isn't completely right, but I can't 
imagine that nobody knows a solution to my problem J.

   

  Thanks (and sorry for kicking it up)

   

  Mikhail

   

  From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mikhail Pauw
  Sent: woensdag 16 januari 2008 12:33
  To: otrs@otrs.org
  Subject: [otrs] Show company name

   

  Hello fellow OTRS users,

   

  I'm wondering if it's possible to show the company name in AgentTicketQueue 
en in AgentTicketZoom. Now it only shows the company id, but for our users 
that's not very clarifying. I've look trough the manual and the settings, but I 
can't find anything about it. Does anybody know the solution for this?

   

  Thanks in advance,

   

  Mikhail

   

  [EMAIL PROTECTED]

  Tel: +31 (0)343 529 529 

  Fax: +31 (0)343 529 530 

   

  Yucat mobile business solutions

  Postbus 208 . 3970 AE Driebergen 

  Hoofdstraat 248 . 3972 LK Driebergen 

  [EMAIL PROTECTED] . www.yucat.com 

   

  Disclaimer 

  The information transmitted is intended only for the person or entity to 
which it is addressed and may contain confidential and/or privileged material. 
Any review, retransmission, dissemination or other use of, or taking of any 
action in reliance upon, this information by persons or entities other than the 
intended recipient is prohibited. If you received this in error, please contact 
the sender and delete the material from any computer. 

   

   



--


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Re: [otrs] Customer Ticket Notification

[Nils Breunese (Lemonbit)]

Andrew Meyer wrote:

Hi everyone I seem to be having some trouble lately.  I am running  
Debian 4.0r1, using OTRS 2.0.4.  As of about a month ago, the  
tickets numbers going out to the user/customer seemed to have  
stopped.  I can’t find where I would look to fix this.  I’m not sure  
what file I need to look at to check to see if the perl file is  
doing its job.  The logs don’t tell me much.  What keywords would I  
be using on google?


The ticket numbers seemed to have stopped? What does that mean  
exactly? Did the number stop increasing? Is there no ticket number in  
the subject of outgoing e-mails? Have you checked the changelogs to  
see if maybe a newer version of OTRS might fix this? (The current  
version is 2.2.4.)


Also, how do I increase the size of the attachments going in and out  
of OTRS?  I have the room.  I need to increase it to 10MB from 6MB.   
If someone could please help me out a little bit I would be greatful.


Do you use the database for attachments? If so, you probably need to  
increase max_packet_size in the MySQL config.


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[otrs] New Ticket Notification

[Jared Alewine]

I am not receiving new ticket emails from customers.  I have verified
that the queue is in "My Queues" and that I have the option to receive
these emails is on in my preferences.  Are there any other options I
should check?  I do get emails when the ticket is moved and I get some
emails when new tickets are entered by agents, but I don't get any when
the ticket is entered by a customer.  Any help is greatly appreciated.

Thanks

Jared
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RE: [otrs] Show company name

[Mikhail Pauw]

Hi,

 

I think I'm doing something here what isn't completely right, but I
can't imagine that nobody knows a solution to my problem J.

 

Thanks (and sorry for kicking it up)

 

Mikhail

 

From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Mikhail Pauw
Sent: woensdag 16 januari 2008 12:33
To: otrs@otrs.org
Subject: [otrs] Show company name

 

Hello fellow OTRS users,

 

I'm wondering if it's possible to show the company name in
AgentTicketQueue en in AgentTicketZoom. Now it only shows the company
id, but for our users that's not very clarifying. I've look trough the
manual and the settings, but I can't find anything about it. Does
anybody know the solution for this?

 

Thanks in advance,

 

Mikhail

 

[EMAIL PROTECTED]  

Tel: +31 (0)343 529 529 

Fax: +31 (0)343 529 530 

 

Yucat mobile business solutions

Postbus 208 * 3970 AE Driebergen 

Hoofdstraat 248 * 3972 LK Driebergen 

[EMAIL PROTECTED]   * www.yucat.com
  

 

Disclaimer 

The information transmitted is intended only for the person or entity to
which it is addressed and may contain confidential and/or privileged
material. Any review, retransmission, dissemination or other use of, or
taking of any action in reliance upon, this information by persons or
entities other than the intended recipient is prohibited. If you
received this in error, please contact the sender and delete the
material from any computer. 

 

 

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[otrs] Customer Ticket Notification

[Andrew Meyer]

Hi everyone I seem to be having some trouble lately.  I am running
Debian 4.0r1, using OTRS 2.0.4.  As of about a month ago, the tickets
numbers going out to the user/customer seemed to have stopped.  I can't
find where I would look to fix this.  I'm not sure what file I need to
look at to check to see if the perl file is doing its job.  The logs
don't tell me much.  What keywords would I be using on google?  Also,
how do I increase the size of the attachments going in and out of OTRS?
I have the room.  I need to increase it to 10MB from 6MB.  If someone
could please help me out a little bit I would be greatful.

 

 

 

Thanks,

 

Andrew Meyer

Unix Systems Administrator

1300 Hampton Ave.

Ste. 200

Saint Louis, MO 63139

 

http://www.precisionpractice.com/

 

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RE: [otrs] Editing the auto-reply parameters

[Измайлов Александр]

Tried it many more times with different tags... 
I sent a letter to the otrs mail with the following subject: "This is a test
letter." and recorded different replies, depending on which tags I used...
For the results I edited the SUBJECT field of >> Admin :: Auto Response ::
any auto-reply ticket type, and then chose that ticket for the auto-reply
function in >> Admin :: Auto Response <-> Queue :: auto-reply

So... this is what I received...

[Company_Name#: ] Re:
Sends this: [Company_Name#: 1000612] Re:

[Company_Name#: ] Re: 
Sends this: [Company_Name#: 1000612] 

[Company_Name#: ] Re: 
Sends this: [Company_Name#: 1000612] This is a test letter.

Re: 
Sends this: [Company_Name#: 1000612] This is a test letter.

I'm confused really... one thing that I think of, is that OTRS doesn't
support more than one tag in the subject field. But on the other hand... why
doesn't it show the "Re:" when I use only one tag? And how can I put it in
between the Ticket number and the subject of the ticket? In the end, using
the above examples I want to have this in the auto-reply emails:

[Company_Name#: 1000612] Re: This is a test letter.
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[otrs] Re: trouble dispatching incoming email to correct queue - FIXED

[Stan McFarland]

> Can someone offer any advice?
> 


It was my bad - using the wrong headers.  Sorry!

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RE: [otrs] Editing the auto-reply parameters

[Lars Monsees]

 [Company_Name#] Re: 
>> 
>> 
>> try this: 
>> 
>> Just for the records as I don´t know how to solve this: Company_Name
>> should >also be replaced?
> 
> The Company_Name is just plain text. I tried *SUBJECT[20]* tag, and it
> worked, but I still cant put that "Re:" in the middle, between the
> two tags for ticket number and customer email subject... its just as
> if it never was there... any suggestions?

The "Re:" in-between is saved in the admin panel but not visible in auto-replys?
Sounds strange to me...

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RE: [otrs] Editing the auto-reply parameters

[Измайлов Алекса ндр]

> 
>>> [Company_Name#] Re: 
> 
>
>try this: 
>
>Just for the records as I don´t know how to solve this: Company_Name
should >also
>be replaced? 

The Company_Name is just plain text. I tried *SUBJECT[20]* tag, and it
worked, but I still cant put that "Re:" in the middle, between the two tags
for ticket number and customer email subject... its just as if it never was
there... any suggestions?

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RE: [otrs] Editing the auto-reply parameters

[Lars Monsees]

> 
>>> [Company_Name#] Re: 
> 

try this: 

Just for the records as I don´t know how to solve this: Company_Name should also
be replaced? 


Lars

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[otrs] trouble dispatching incoming email to correct queue

[Stan McFarland]

Hi,

Here's my problem.  My office uses MS Exchange as its primary e-mail 
provider.  We have a previously created distribution list called DL 
WEBSUPPORT, that used to send mail to a group of individuals, but now sends 
mail to a single UNIX address called [EMAIL PROTECTED] (name 
changed to protect the innocent).  The addressee "websupport" is an alias for 
the "otrs" account.  The mail sent to DL WEBSUPPORT correctly makes it into 
OTRS, but I can't get it to go the correct queue.  If I look at the e-
mail "to" line, I was expecting to see "[EMAIL PROTECTED]", 
but instead I see:

To: "DL WEBSUPPORT" <[EMAIL PROTECTED]>

So I tried adding a filter:

From:  DL WEBSUPPORT
X-OTRS-Queue:  websupport

But the e-mails still go into the "Raw" queue, not the "websupport" queue.

Can someone offer any advice?

Thanks,

Stan

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[otrs] Editing the auto-reply parameters

[Измайлов Александр]

Hi, I'm trying to make the auto-response system to send this text in the
SUBJECT field of the letter:

 

>> [Company_Name#Ticket_Number] Re:
_The_subject_of_the_original_customer_email_

 

And to do this I use this code in the SUBJECT field of the auto-reply:

 

>> [Company_Name#] Re: 

 

But instead of the result I need to get I have this as the email subject:

 

>> [Company_Name#1000602] 

 

Any ideas on what I am doing wrong?

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[otrs] Script to add a customer

[Martin Rodriguez]

Hi forum. I would like to know if there is a script to change the password
of a customer. Like the script otrs.setPassword (I suppose this one is to
change an agent password). Thanks in advance. Best regards. Tincho.rn
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Re: [otrs] OpenLDAP

[Patrick Tuite]

Or if you can, on the LDAP server do a

slapcat | less

The first paragraph returned should contain the dn of the root. i.e. dn:
dc=yourcompany,dc=com

Patrick
Rico Barth wrote:

>
> Hi Nielson!
>
> On Wed, 23 Jan 2008, Nielson, Adam wrote:
>
> > Ok, so I need to change it to uid instead of sAMAccountName, still
> no luck. :(
>
> > I have anonymous access to the OpenLDAP server, so I shouldn't need
> admin rights.
>
> > I am seeing o=test.com, and ou=People... I am not finding anything
> on the LDAP server that's dc=.
>
> Try 'ldapsearch -x uid='
>
> and you will get some responses like this:
>
> dn: uid=,ou=users,dc=intra,dc=company,dc=com
>
> The string dc=intra,dc=company,dc=com should be your BaseDN.
>
> > So, when it works I should be able to go to the index.pl file and
> automatically be logged in with my user account?  All I get is the
> login prompt.
>
> If you want to get some single sign on you must be enable SSO on your
> webserver. There's a chapter within the OTRS docs. In default
> configuration of OTRS you must fill in the login form and then you
> will be authenticated against your ldap service.
>
> Regards and HTH,
>
> Rico
>
> -- Dipl.-Math. Rico Barth, Geschýftsfýhrer/Projektleiter
> c.a.p.e. IT GmbH
> Annaberger Straýe 240 , 09125 Chemnitz
> phone/fax: +49 371 5347-621 / -625
> mobile:+49 176 66680786
> mailto:[EMAIL PROTECTED] , PGP-Key: 0x874C8377
> internet:  www.cape-it.de
>
> Geschýftsfýhrung Rico Barth, Thomas Maier
> AG Chemnitz, HRB 23192

-

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-- 
*Airspeed Support NOC
**/1890 799 899 /
[EMAIL PROTECTED] *




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RE: [otrs] OpenLDAP

[Lars Jørgensen]

> You can also install auto-apt and use that to find out what package  
> provides what you're looking for:

Great, thanks!


-- 
Lars
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Re: [otrs] OpenLDAP

[Nils Breunese (Lemonbit)]

Lars Monsees wrote:


Try 'ldapsearch -x uid='


Do you know which debian package provides ldapsearch?


http://packages.debian.org/search?searchon=contents&keywords=ldapsearch&mode=pat
h&suite=stable&arch=any


You can also install auto-apt and use that to find out what package  
provides what you're looking for:



# aptitude install auto-apt
(...)
# auto-apt update
(...)
# auto-apt search ldapsearch
usr/bin/ldapsearch  net/ldap-utils


auto-apt has more tricks up its sleeves. See 'man auto-apt' for more  
info.


Nils Breunese.
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[otrs] (no subject)

[Matas Labasauskas]

Hello,

maybe someone faced this problem too:

when i'm trying to generate a graph using stats module it gives me always
the same error doesn't matter what kind of report i would like to generate.

Traceback: ERROR: OTRS-CGI-79 Perl: 5.8.8 OS: linux Time: Fri Jan 25
13:41:59 2008
Message: Can't cache StatID 10: The selected end time is in the future!

Traceback (19366):
   Module: Kernel::System::Stats::GenerateDynamicStats (v1.25) Line: 1165
   Module: Kernel::System::Stats::StatsRun (v1.25) Line: 2238
   Module: Kernel::Modules::AgentStats::Run (v1.33) Line: 1906
   Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670
   Module: /opt/otrs/bin/cgi-bin/index.pl (v1.81) Line: 47

thank you!
-- 
Matas Labasauskas
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RE: [otrs] OpenLDAP

[Rico Barth]

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1




Hi Lars!

On Fri, 25 Jan 2008, Lars Jørgensen wrote:


Try 'ldapsearch -x uid='


Do you know which debian package provides ldapsearch?


ldap-utils

Regards, Rico

- -- 
Dipl.-Math. Rico Barth, Geschäftsführer/Projektleiter

c.a.p.e. IT GmbH
Annaberger Straße 240 , 09125 Chemnitz
phone/fax: +49 371 5347-621 / -625
mobile:+49 176 66680786
mailto:[EMAIL PROTECTED] , PGP-Key: 0x874C8377
internet:  www.cape-it.de

Geschäftsführung Rico Barth, Thomas Maier
AG Chemnitz, HRB 23192
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Comment: Made with pgp4pine 1.76

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RE: [otrs] OpenLDAP

[Lars Monsees]

>> Try 'ldapsearch -x uid='
> 
> Do you know which debian package provides ldapsearch?

http://packages.debian.org/search?searchon=contents&keywords=ldapsearch&mode=pat
h&suite=stable&arch=any

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RE: [otrs] OpenLDAP

[Lars Jørgensen]

> Try 'ldapsearch -x uid='

Do you know which debian package provides ldapsearch?


-- 
Lars
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RE: [otrs] OpenLDAP

[Rico Barth]

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1


Hi Nielson!

On Wed, 23 Jan 2008, Nielson, Adam wrote:


Ok, so I need to change it to uid instead of sAMAccountName, still no luck. :(

I have anonymous access to the OpenLDAP server, so I shouldn't need admin 
rights.

I am seeing o=test.com, and ou=People... I am not finding anything on the LDAP 
server that's dc=.


Try 'ldapsearch -x uid='

and you will get some responses like this:

dn: uid=,ou=users,dc=intra,dc=company,dc=com

The string dc=intra,dc=company,dc=com should be your BaseDN.

So, when it works I should be able to go to the index.pl file and 
automatically be logged in with my user account?  All I get is the login 
prompt.


If you want to get some single sign on you must be enable SSO on your 
webserver. There's a chapter within the OTRS docs. 
In default configuration of OTRS you must fill in the login form and 
then you will be authenticated against your ldap service.


Regards and HTH,

Rico

- -- 
Dipl.-Math. Rico Barth, Geschäftsführer/Projektleiter

c.a.p.e. IT GmbH
Annaberger Straße 240 , 09125 Chemnitz
phone/fax: +49 371 5347-621 / -625
mobile:+49 176 66680786
mailto:[EMAIL PROTECTED] , PGP-Key: 0x874C8377
internet:  www.cape-it.de

Geschäftsführung Rico Barth, Thomas Maier
AG Chemnitz, HRB 23192
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RE: [otrs] Clarification on LDAP authentication.

[Lars Jørgensen]

> So, when someone goes to the customer.pl or index.pl website, 
> even if they are
> logged into their computer with a AD domain user, the website 
> will STILL
> prompt them for a username and password?  Or does it automatically
> authenticate them?

They will still get prompted.

> If you have to provide a login and password, is it your 
> domain username (as it
> appears to be) and then instead of them having to store their password
> information in a SQL database, its just stored on the AD domain?

Yes. OTRS sends the entered username and password to the LDAP server for 
verification. OTRS does not store usernames or passwords locally.

> Also, if the AD domain requires an account to access it, does 
> this account
> have to have "privileges" to the ldap server? Or can it just 
> be a user?

Any user will do.

> Also, do I have to create EACH user within OTRS in order for 
> an LDAP user to log in?

CUSTOMERS: No. 
AGENTS: Yes. Don't enter password information.


-- 
Lars
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[otrs] Export Search result in CSV

[vimal pillai]

  
Hi, 
I am trying to export the search results (from the agent area) to a csv 
file.Can anyone help me in doing that?
Regards,
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RE: [otrs] Default state for answer templates

[Lars Jørgensen]

> 2. I'm making up template answers for different queues. Every 
> time you open
> such an answer you can also change the next state of the 
> ticket after this
> answer is sent. Is there a way to limit the list of possible 
> states for each
> different template? Or at least specify the default next 
> state for each template?

You can't do it on a template level (maybe with ACLs, I haven't tried) but it 
is easily done on a global level in OTRS.

Go to Admin -> Sysconfig -> Ticket -> Frontend::Agent::Ticket::ViewCompose

Scroll down to Ticket::Frontend::AgentTicketCompose###StateType and enter the 
states you want the agents to be able to select when composing a follow-up 
email.


-- 
Lars
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