date:20081217

Dear Amedee,

These are the virtues of Open Source. There is no way you are entitled
to support or that anyone should fix any issues that you discover with
OTRS. Let me quote the GNU license under which OTRS is distributed:

 NO WARRANTY

  11. BECAUSE THE PROGRAM IS LICENSED FREE OF CHARGE, THERE IS NO WARRANTY
FOR THE PROGRAM, TO THE EXTENT PERMITTED BY APPLICABLE LAW.  EXCEPT WHEN
OTHERWISE STATED IN WRITING THE COPYRIGHT HOLDERS AND/OR OTHER PARTIES
PROVIDE THE PROGRAM AS IS WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESSED
OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF
MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE.  THE ENTIRE RISK AS
TO THE QUALITY AND PERFORMANCE OF THE PROGRAM IS WITH YOU.  SHOULD THE
PROGRAM PROVE DEFECTIVE, YOU ASSUME THE COST OF ALL NECESSARY SERVICING,
REPAIR OR CORRECTION.

So this means - in the case of OTRS - that of course you can enter a
bug in Bugzilla and that someone MIGHT work on the bug but it might
also be open in there for a couple of months or years before it is
fixed. If you would browse Bugzilla you will see that there are
several bugs open for quite some time. That's because no one
apparently cares enough for them to fix it... or has enough time to
fix all bugs.. or..

If you would want to have commercial support for OTRS you have several
options, you can refer to this URL: http://otrs.org/support/

And if you want this very bug resolved and no one seems to work on
your bugzilla issue, you can fix the issue yourself or hire a
programmer to fix it and attach it to the bug. In that case, it might
(or might not) be included in the next release of OTRS.

And of course there might be the discussion for what is 'work as
intended'... but that's a different one.

Regards,
--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl

On Tue, Dec 16, 2008 at 19:06, Amedee Van Gasse ame...@amedee.be wrote:
 On Thu, November 27, 2008 10:57, Amedee Van Gasse wrote:
 On Mon, November 3, 2008 16:53, Ugo Bellavance wrote:
 Amedee Van Gasse a écrit :
 On Mon, November 3, 2008 15:20, Ugo Bellavance wrote:
 Amedee Van Gasse a écrit :
 Hello,

 When I merge one ticket into the other, the old ticket is changed to:
 (for example)


 Merged Ticket 200810211024 to 200810211015.


 OTRS version is 2.3.2.

 Is this normal behavior? I have used OTRS in the past, and then it
 didn't leave any trace of the old ticket after a merge. (except of
 course in the new ticket)

 If this can be turned off, how does that work?
 I agree... I think that once it is merged, the contents of the source
 ticket should be copied in the destination ticket and the source
 ticket
 should not be displayed anymore.

 Ugo

 Thank you Ugo.
 So now my question is: how can I make OTRS work that way?

 I guess the best way would be to create a bug in the bugzilla...

 Hello,

 I reported a bug in the bugzilla on 7/11, what should I do next?

 http://bugs.otrs.org/show_bug.cgi?id=3437

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Re: [otrs] Customer User Management

Hello, James.

A customer user is assigned to a group with a set of permissions. A queue is
assigned to a group. I.e. customers may post tickets to queues they are
assigned to as rw permission via groups. Customers may see the tickets in
queues they are assigned as ro or rw permission.

If your agent or generic agent moves a ticket to a queue the customer has no
ro assignment at least, the customer loses visibility of the ticket, despite
he/she is the creator.

This behaviour of OTRS is known and often disputed. So consider it a feature
rather than a bug.

regards,
Anton.

2008/12/16 Bastnagel James - Sterling james.bastna...@sterlingplans.com

  To Anyone Willing to Help:

 I have recently become the admin of an OTRS 2.3 System. We use LDAP for
 Agent  Customer authentication. The issue that I am currently facing is
 when a customer logs in to see their current open tickets, they are only
 able to see their ticket if it is assigned to one queue--the queue is called
 helpdesk. If the ticket is assigned to any other queue, then the customer
 cannot see the ticket in My Tickets and if they go directly to the ticket
 using link in email, they are faced with a message No Permission! While in
 my logs, I get the following:

   Tue Dec 16 10:52:44 2008 notice OTRS-CGI-10 Permission denied (UserID:
 tuser 'ro' on TicketID: 203)! Tue Dec 16 10:25:57 2008 notice
 OTRS-CGI-10 Permission denied (UserID: tuser 'ro' on TicketID: 203)!  Tue
 Dec 16 10:25:42 2008 notice OTRS-CGI-10 Permission denied (UserID: tuser
 'ro' on TicketID: 203)!Tue Dec 16 10:22:06 2008 notice OTRS-CGI-10 
 Permission
 denied (UserID: tuser 'ro' on TicketID: 203)!  Tue Dec 16 10:22:03 2008
 notice OTRS-CGI-10 Permission denied (UserID: tuser 'ro' on TicketID:
 203)!  Tue Dec 16 10:21:37 2008 notice OTRS-CGI-10 Permission denied
 (UserID: tuser 'ro' on TicketID: 203)!


 What additional information can I provide to help in troubleshooting this?

 Thanks,

 James

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 responsible for delivering to the intended recipient, you should not read,
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Re: [otrs] OTRS

2008-12-17 Thread sol sol

Michiel,
the problem is that we are not a small company, i can request it on our it
services but then the problem is that they well need to setup the project,
and problably with a look on the current ones the soonest test date will be
in 2012.
But we cant wait that long,

About Xampp, xampp package can be run without installing, take a look here :
http://www.apachefriends.org/download.php?xampp-win32-1.6.8.zip
extract it to some location and you will see everything runs without
installing.
For perl it uses mod_perl the same story:
http://www.apachefriends.org/download.php?xampp-win32-perl-addon-5.10.0-2.2.9-pl2.zip
 extract it to some location and you will see everything runs without
installing.
for the needed modules go to perl/bin and use ppm (or was it pmm?) in dos
command

Maybe you guys think i do not know what i am doing, but to setup a webserver
for testing with xampp you do not need admin rights,
and im pretty sure that it is the same for otrs.

At Steve, tell me 1 package name that will need admin rights?
Otrs is based and used on a webserver, no admin rights needed if i acces my
xampp install, correct me if i am wrong.

And iff you guys still doent believe me, install otrs to a folder called
c:xampp,  copy this folder to a backup,
remove otrs install, place the backup back to c:/xampp, overwrite it with
xampp zip install and xampp perl addon, run setup.bat for xampp , start
xampp and go to localhost/otrs/customer.pl,  you will notice that you have
a wroking install,

but that is not the way i want to work, i want a clean and decent install
with no trash.
Problem is, linux install is well documented , and win install isnt, and
problably nobody knows how to do it correctly cause every one is lacks and
uses the installer...

So iff anyone has clues how to do the install without beginning about the
fact i need admin rights or should use the installer you are welcome

(sorry if i sounded rude but it begins to work on my nerves :-) )




2008/12/16 Michiel Beijen mich...@beefreeit.nl

 Installing the additional modules on XAMPP would probably require
 additional rights since you would need to compile at least a couple of
 them, for which you would need access to a C compiler. Ref:
 [http://theoryx5.uwinnipeg.ca/CPAN/perl/pod/perlmodinstall.html]
 XAMPP does not use ActivePerl or such so installing Perl modules is
 not that easy.

 Of course I do not have insight in your organisation and your position
 in it but if you don't get administrative rights you might not be the
 right person to do the evaluation. You should go to your manager, or
 your manager's manager, and try to convince them of the need for OTRS
 in your organisation. You should get them to convince IT to work with
 you to perform a succesful evaluation. This way you can also organise
 a supportive base for implementation of OTRS in your company when
 you'd get to the next step: implementation.

 Good luck with your project!

 Kind regards,
 --
 Michiel Beijen
 Software Consultant
 +31 6 - 457 42 418
 Bee Free IT + http://beefreeit.nl



 2008/12/16 sol sol solle...@gmail.com:
  Dear Michiel,
 
  maybe i was not correct in my discription:
  *i have no admin rights on the system where the test otrs needs to work.
  *I can only demand admin rights to install once evaluation is done.
  *i can install it on my local device(portable) but then i have no network
  connection on the intranet of the office.
 
  Xampp is an usefull tool to get apache perl, php,mysql working in
 evalution.
  An definitive server configuration is in process as we speak, so once the
  evaluation is completed it is going to run on a webserver, and even then
 i
  cant use the installer.
 
  The cron story is not a big deal to worry about at this moment , i guess
 i
  can bypass it with a cron job in windows it self.
 
  So resuming,
  can anyone tell me how to install otrs without using the installer?
  cause following the manual for linux doesnt work;-)
 
 
 
  2008/12/16 Michiel Beijen mich...@beefreeit.nl
 
  You can't use the OTRS windows installer with XAMPP because the
  Windows installer sets up its own database, apache and Perl. So you
  should be able to use the OTRS windows installer on a windows box
  WITHOUT XAMPP without too much trouble... that just might be what
  you're looking for?
  I saw people complaining about cron job schedulers on Windows, I can
  not make any suggestions as to what works or does not work. Is there
  anyone running Windows who would like to share a success story?
  --
  Michiel Beijen
  Software Consultant
  +31 6 - 457 42 418
  Bee Free IT + http://beefreeit.nl
 
 
 
  2008/12/15 sol sol solle...@gmail.com:
   Hi Michiel and Lars,
  
   Thanks for the reply.
   Firts of all, Linux would make life easier cause then i would not
 worry
   about the admin rights, but every system is running win2000 for now
 and
   in
   future will convert to vista. Second, Linux would be easier cause i
   could
   use the rpm packages.. (and

Re: [otrs] migration from linux to windows

In addition to what has been proposed already.
Do you have a list of customizations? What areas did they touch? Some of
them might be linux specific (like handling emails, files, external
scripts/commands). You will need to check them all for compatibility and
redo.

Regards,
Anton.

2008/12/16 neela kantam neela_kanta...@yahoo.com

 can we  migrate OTRS (customized)  from linux to windows . If yes can u let
 me know the procedure to do




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[otrs] OTRS/CTI integration


Hello everybody,
I'm interested in the integration of OTRS with a PBX via CTI/TAPI, but I
still cannot find any documentation about it. Can anyone give some hints
about it?
--
Gabriele D'Andrea
Tel. +39 085 9431161 . Fax +39 085 9431162 . gabriele.dand...@ecohmedia.com
.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 
 .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .

ECOH MEDIA S.r.l.
Via Milano 32, 21019 Somma Lombardo (VA) . Via F. Fellini 2, 65010 Spoltore 
(PE)  . Italy . www.ecohmedia.com
.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 
 .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .
Le informazioni contenute in questo messaggio di posta elettronica sono 
riservate e confidenziali e ne è vietata la diffusione in qualunque modo
eseguita. Qualora Lei non fosse la persona a cui il presente messaggio è 
destinato, La invitiamo ad eliminarlo e a non leggerlo, dandocene

gentilmente comunicazione.
The information contained in this e-mail and any attachments are 
confidential and may also privileged. If you are not the named recipient, 
please
notify the sender immediately and do not disclose the contents to another 
person, use it for any purpose, or store or copy the information in

any medium.

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Re: [otrs] OTRS

Dear mr or mrs Sol,

As I pointed out before the default XAMPP install misses a couple of
Perl modules which are needed in order to run OTRS. And, as I pointed
out, installing those modules on XAMPP will probably don't be that
easy because you might need to have access to a C compiler.
The OTRS documentation does not cover what they call 'installation
from source' on MS Windows, which is about what you are doing. But it
lists the process for unix / windows, which is roughly the same. See
this link: 
[http://doc.otrs.org/2.3/en/html/x414.html#preparing-manual-installation]

This also lists the Perl modules you are missing; you can install the
additional modules via the CPAN or manually via the process I
mentioned earlier:

Installing the additional modules on XAMPP would probably require
additional rights since you would need to compile at least a couple of
them, for which you would need access to a C compiler. Ref:
[http://theoryx5.uwinnipeg.ca/CPAN/perl/pod/perlmodinstall.html]
XAMPP does not use ActivePerl or such so installing Perl modules is
not that easy.

Good luck with your project and kind regards,
--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl



2008/12/17 sol sol solle...@gmail.com:
 Michiel,
 the problem is that we are not a small company, i can request it on our it
 services but then the problem is that they well need to setup the project,
 and problably with a look on the current ones the soonest test date will be
 in 2012.
 But we cant wait that long,

 About Xampp, xampp package can be run without installing, take a look here :
 http://www.apachefriends.org/download.php?xampp-win32-1.6.8.zip
 extract it to some location and you will see everything runs without
 installing.
 For perl it uses mod_perl the same story:
 http://www.apachefriends.org/download.php?xampp-win32-perl-addon-5.10.0-2.2.9-pl2.zip
  extract it to some location and you will see everything runs without
 installing.
 for the needed modules go to perl/bin and use ppm (or was it pmm?) in dos
 command

 Maybe you guys think i do not know what i am doing, but to setup a webserver
 for testing with xampp you do not need admin rights,
 and im pretty sure that it is the same for otrs.

 At Steve, tell me 1 package name that will need admin rights?
 Otrs is based and used on a webserver, no admin rights needed if i acces my
 xampp install, correct me if i am wrong.

 And iff you guys still doent believe me, install otrs to a folder called
 c:xampp,  copy this folder to a backup,
 remove otrs install, place the backup back to c:/xampp, overwrite it with
 xampp zip install and xampp perl addon, run setup.bat for xampp , start
 xampp and go to localhost/otrs/customer.pl,  you will notice that you have
 a wroking install,

 but that is not the way i want to work, i want a clean and decent install
 with no trash.
 Problem is, linux install is well documented , and win install isnt, and
 problably nobody knows how to do it correctly cause every one is lacks and
 uses the installer...

 So iff anyone has clues how to do the install without beginning about the
 fact i need admin rights or should use the installer you are welcome

 (sorry if i sounded rude but it begins to work on my nerves :-) )




 2008/12/16 Michiel Beijen mich...@beefreeit.nl

 Installing the additional modules on XAMPP would probably require
 additional rights since you would need to compile at least a couple of
 them, for which you would need access to a C compiler. Ref:
 [http://theoryx5.uwinnipeg.ca/CPAN/perl/pod/perlmodinstall.html]
 XAMPP does not use ActivePerl or such so installing Perl modules is
 not that easy.

 Of course I do not have insight in your organisation and your position
 in it but if you don't get administrative rights you might not be the
 right person to do the evaluation. You should go to your manager, or
 your manager's manager, and try to convince them of the need for OTRS
 in your organisation. You should get them to convince IT to work with
 you to perform a succesful evaluation. This way you can also organise
 a supportive base for implementation of OTRS in your company when
 you'd get to the next step: implementation.

 Good luck with your project!

 Kind regards,
 --
 Michiel Beijen
 Software Consultant
 +31 6 - 457 42 418
 Bee Free IT + http://beefreeit.nl



 2008/12/16 sol sol solle...@gmail.com:
  Dear Michiel,
 
  maybe i was not correct in my discription:
  *i have no admin rights on the system where the test otrs needs to work.
  *I can only demand admin rights to install once evaluation is done.
  *i can install it on my local device(portable) but then i have no
  network
  connection on the intranet of the office.
 
  Xampp is an usefull tool to get apache perl, php,mysql working in
  evalution.
  An definitive server configuration is in process as we speak, so once
  the
  evaluation is completed it is going to run on a webserver, and even then
  i
  cant use the installer.
 
  The

Re: [otrs] OTRS

Hello,

You need the things done right, don't you? I suspect that you want your OTRS
system get up automatically when the host system is rebooted. If you run on
Windows platform I think you are pretty much aware of the monthly update
release cycle and reboot is needed to complete the update.

In order to have your MySQL database server and Apache shut down cleanly at
host shutdown and start up nicely at host startup you need to run it as
Windows service. You need admin rights to install a new service. Period.

If you need convincing arguments for your manager, try telling him/her that
you tested with limited rights, however this is not a recommended way to run
OTRS. You encountered a stability problem. The suggested remedy is to
install the services. You need admin rights to this particular host. Or
alternatively you need help of a person with admin rights to do the job for
you.


Regards,
Anton.

2008/12/17 sol sol solle...@gmail.com

 Michiel,
 the problem is that we are not a small company, i can request it on our it
 services but then the problem is that they well need to setup the project,
 and problably with a look on the current ones the soonest test date will be
 in 2012.
 But we cant wait that long,

 About Xampp, xampp package can be run without installing, take a look here
 :
 http://www.apachefriends.org/download.php?xampp-win32-1.6.8.zip
 extract it to some location and you will see everything runs without
 installing.
 For perl it uses mod_perl the same story:

 http://www.apachefriends.org/download.php?xampp-win32-perl-addon-5.10.0-2.2.9-pl2.zip
  extract it to some location and you will see everything runs without
 installing.
 for the needed modules go to perl/bin and use ppm (or was it pmm?) in dos
 command

 Maybe you guys think i do not know what i am doing, but to setup a
 webserver for testing with xampp you do not need admin rights,
 and im pretty sure that it is the same for otrs.

 At Steve, tell me 1 package name that will need admin rights?
 Otrs is based and used on a webserver, no admin rights needed if i acces my
 xampp install, correct me if i am wrong.

 And iff you guys still doent believe me, install otrs to a folder called
 c:xampp,  copy this folder to a backup,
 remove otrs install, place the backup back to c:/xampp, overwrite it with
 xampp zip install and xampp perl addon, run setup.bat for xampp , start
 xampp and go to localhost/otrs/customer.pl,  you will notice that you have
 a wroking install,

 but that is not the way i want to work, i want a clean and decent install
 with no trash.
 Problem is, linux install is well documented , and win install isnt, and
 problably nobody knows how to do it correctly cause every one is lacks and
 uses the installer...

 So iff anyone has clues how to do the install without beginning about the
 fact i need admin rights or should use the installer you are welcome

 (sorry if i sounded rude but it begins to work on my nerves :-) )





 2008/12/16 Michiel Beijen mich...@beefreeit.nl

 Installing the additional modules on XAMPP would probably require
 additional rights since you would need to compile at least a couple of
 them, for which you would need access to a C compiler. Ref:
 [http://theoryx5.uwinnipeg.ca/CPAN/perl/pod/perlmodinstall.html]
 XAMPP does not use ActivePerl or such so installing Perl modules is
 not that easy.

 Of course I do not have insight in your organisation and your position
 in it but if you don't get administrative rights you might not be the
 right person to do the evaluation. You should go to your manager, or
 your manager's manager, and try to convince them of the need for OTRS
 in your organisation. You should get them to convince IT to work with
 you to perform a succesful evaluation. This way you can also organise
 a supportive base for implementation of OTRS in your company when
 you'd get to the next step: implementation.

 Good luck with your project!

 Kind regards,
 --
 Michiel Beijen
 Software Consultant
 +31 6 - 457 42 418
 Bee Free IT + http://beefreeit.nl



 2008/12/16 sol sol solle...@gmail.com:
  Dear Michiel,
 
  maybe i was not correct in my discription:
  *i have no admin rights on the system where the test otrs needs to work.
  *I can only demand admin rights to install once evaluation is done.
  *i can install it on my local device(portable) but then i have no
 network
  connection on the intranet of the office.
 
  Xampp is an usefull tool to get apache perl, php,mysql working in
 evalution.
  An definitive server configuration is in process as we speak, so once
 the
  evaluation is completed it is going to run on a webserver, and even then
 i
  cant use the installer.
 
  The cron story is not a big deal to worry about at this moment , i guess
 i
  can bypass it with a cron job in windows it self.
 
  So resuming,
  can anyone tell me how to install otrs without using the installer?
  cause following the manual for linux doesnt work;-)
 
 
 
  2008/12/16 Michiel Beijen

Re: [otrs] OTRS/CTI integration

Hello, Gabrielle.

Could you describe an integrated process briefly?

Regards, Anton.

2008/12/17 Gabriele D'Andrea gabriele.dand...@ecohmedia.com

 Hello everybody,
 I'm interested in the integration of OTRS with a PBX via CTI/TAPI, but I
 still cannot find any documentation about it. Can anyone give some hints
 about it?
 --
 Gabriele D'Andrea
 Tel. +39 085 9431161 . Fax +39 085 9431162 .
 gabriele.dand...@ecohmedia.com
 .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .
  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .
 ECOH MEDIA S.r.l.
 Via Milano 32, 21019 Somma Lombardo (VA) . Via F. Fellini 2, 65010 Spoltore
 (PE)  . Italy . www.ecohmedia.com
 .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .
  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .
 Le informazioni contenute in questo messaggio di posta elettronica sono
 riservate e confidenziali e ne è vietata la diffusione in qualunque modo
 eseguita. Qualora Lei non fosse la persona a cui il presente messaggio è
 destinato, La invitiamo ad eliminarlo e a non leggerlo, dandocene
 gentilmente comunicazione.
 The information contained in this e-mail and any attachments are
 confidential and may also privileged. If you are not the named recipient,
 please
 notify the sender immediately and do not disclose the contents to another
 person, use it for any purpose, or store or copy the information in
 any medium.

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Re: [otrs] Regarding the integration of OTRS with the other tools.

2008-12-17 Thread Lars Jørgensen


Den 17/12/2008 kl. 12.18 skrev vishal sanghi:
is there any tools which can be integrated with OTRS for change  
management, monitoring (may be nagios) and KEDB. If anyone having  
information about this please post.
System monitoring is supported and the default is Nagios. Just install  
the SystemMonitoring package in Admin and configure it to suit your  
Nagios installation.



--
Lars
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Re: [otrs] Customer User Management

2008-12-17 Thread Bastnagel James - Sterling

If I grant the Customers' user group RO access to a queue/group, the ticket 
does not show up in My Tickets still, but if I give them RW, the ticket shows 
up, but they are unable to open it. I know my config has to be odd somewhere. 
Is there an example sysconfig that has this set up correctly that I can compare 
mine to?

Thank you So Much.

James


From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Anton 
Gubar'kov
Sent: Wednesday, December 17, 2008 12:23 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Customer User Management

Hello, James.

A customer user is assigned to a group with a set of permissions. A queue is 
assigned to a group. I.e. customers may post tickets to queues they are 
assigned to as rw permission via groups. Customers may see the tickets in 
queues they are assigned as ro or rw permission.

If your agent or generic agent moves a ticket to a queue the customer has no ro 
assignment at least, the customer loses visibility of the ticket, despite 
he/she is the creator.

This behaviour of OTRS is known and often disputed. So consider it a feature 
rather than a bug.

regards,
Anton.

2008/12/16 Bastnagel James - Sterling 
james.bastna...@sterlingplans.commailto:james.bastna...@sterlingplans.com
To Anyone Willing to Help:

I have recently become the admin of an OTRS 2.3 System. We use LDAP for Agent  
Customer authentication. The issue that I am currently facing is when a 
customer logs in to see their current open tickets, they are only able to see 
their ticket if it is assigned to one queue--the queue is called helpdesk. If 
the ticket is assigned to any other queue, then the customer cannot see the 
ticket in My Tickets and if they go directly to the ticket using link in 
email, they are faced with a message No Permission! While in my logs, I get 
the following:

Tue Dec 16 10:52:44 2008notice  OTRS-CGI-10 Permission denied 
(UserID: tuser 'ro' on TicketID: 203)!

Tue Dec 16 10:25:57 2008notice  OTRS-CGI-10 Permission denied 
(UserID: tuser 'ro' on TicketID: 203)!
Tue Dec 16 10:25:42 2008notice  OTRS-CGI-10 Permission denied 
(UserID: tuser 'ro' on TicketID: 203)!


Tue Dec 16 10:22:06 2008notice  OTRS-CGI-10 Permission denied 
(UserID: tuser 'ro' on TicketID: 203)!
Tue Dec 16 10:22:03 2008notice  OTRS-CGI-10 Permission denied 
(UserID: tuser 'ro' on TicketID: 203)!
Tue Dec 16 10:21:37 2008notice  OTRS-CGI-10
Permission denied (UserID: tuser 'ro' on TicketID: 203)!



What additional information can I provide to help in troubleshooting this?

Thanks,

James

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Re: [otrs] Regarding the integration of OTRS with the other tools.

Vishal,

as stated before in
[http://lists.otrs.org/pipermail/otrs/2008-December/025148.html], OTRS
currently does not have a separate module for change management. I
second the suggestion mentioned in that thread to use a separate
ticket type for change requests and a 'paper process' or a process
outside of OTRS to meet your change management needs. If you really
need a separate change management module and you can't wait until it
is available you have two options in my opinion: 1). Use another tool
than OTRS or 2) design and build it yourself or hire people to do
that. It's as simple as that.

Regarding systems management tooling and OTRS, there is a separate
module for that:
[http://www.otrs.com/en/news-and-press/news-details/article/automatic-system-and-network-monitoring-with-otrs/]

Kind regards,
--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl

2008/12/17 vishal sanghi vishalsangh...@yahoo.co.in:
Hi

is there any tools which can be integrated with OTRS for change

management, monitoring (may be nagios) and KEDB. If anyone having

information about this please post.

Thanks

Vishal Sanghi

09881471239

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[otrs] OTRS 2.3.3 - Authenticating against Windows 2K3 AD failing

2008-12-17 Thread Andy Ashley


Hi all,

Perhaps someone can shed some light on this. I have scoured the net and 
forums pretty well..


I have a machine, Gentoo Linux running Apache (2.2.9) with PHP 
(5.2.5-p17) and Net::LDAP (perl-ldap-0.39).


/etc/resolv.conf
search subdomain.domain.tld
nameserver 192.168.100.10

OTRS (2.3.3, tried 2.3.2 too, same result) is running as an Apache 
vhost. I have restarted Apache after config changes as suggested by 
someone who discovered that this is sometimes needed although it really 
shouldnt be..


I have configured OTRS to authenticate against a Windows 2K3 AD server, 
relevant(hopefully) config is as follows:


  $Self-{'AuthModule'} = 'Kernel::System::Auth::LDAP';
  $Self-{'AuthModule::LDAP::Host'} = '192.168.100.10';
  $Self-{'AuthModule::LDAP::BaseDN'} = 
'ou=INTERNAL,dc=subdomain,dc=domain,dc=tld';

  $Self-{'AuthModule::LDAP::UID'} = 'sAMAccountName';

  $Self-{'AuthModule::LDAP::GroupDN'} = 
'cn=otrs_users,cn=Users,dc=subdomain,dc=domain,dc=tld';


   $Self-{'AuthModule::LDAP::SearchUserDN'} = 
'CN=binddn_user,OU=Service Accounts,dc=subdomain,dc=domain,dc=tld';

   $Self-{'AuthModule::LDAP::SearchUserPw'} = 'Mypa55word';

  $Self-{'AuthModule::LDAP::Params'} = {
  port = 389,
  timeout = 120,
  async = 0,
  version = 3,
  };

  $Self-{UserSyncLDAPMap} = {
  # DB - LDAP
  UserFirstname = 'givenName',
  UserLastname = 'sn',
  UserEmail = 'mail',
  };

  $Self-{UserSyncLDAPGroups} = [
  'users',
  ];

I left out the group filtering bits as I just want to get it working 
before trying to lock it down.
Now, if I attempt to log in as a user in the INTERNAL OU (or any user 
for that matter), I get a failure:


Login Failed! Your username or password was entered incorrectly. (I 
double checked the password, AD account is not locked out and is part of 
the otrs_users group which is in the Service Accounts OU)


From: /var/log/otrs.log

[Wed Dec 17 17:05:11 2008][Error][Kernel::System::Auth::LDAP::Auth][191] 
First bind failed! 80090308: LdapErr: DSID-0C090334, comment: 
AcceptSecurityContext error, data 525, vece


A look at the AD Security logs says that the binddn_user is sucessfully 
authenticating/logging out but nothing much else.



Any help much appreciated!

Thanks.

--

Regards,

Andy Ashley.


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[otrs] Windows - OTRS e-mail not sending

2008-12-17 Thread Michael Lewis

Installed application (2.3.3) on Windows 2003/MS Exchange 2003. Install
was fine, but unable to send e-mail. The system receives mail with no
problems, dumps them into RAW. It thinks it has sent mail, even in the
.log file it states mail has been sent but it never shows up. Checked
everything on e-mail server, sent test mail to/from account I'm using
and it works fine. Tested connecting to server via POP command line - no
problems.

Also, in the log it continually adds this error:
[Error][C:/OTRS/otrs/bin/GenericAgent.pl][100] Module
Kernel/Config/GenericAgent.pm not found!

Michael


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Re: [otrs] OTRS 2.3.3 - Authenticating against Windows 2K3 AD failing

2008-12-17 Thread Markus Nagel

Hello Andy,
I'm not sure if this is the reason, but I'm missing some lines in your
config when I compare it with ours.
I've put them into your original text below

HTH

Greetings
Markus Nagel


Andy Ashley schrieb:
 Hi all,
 
 Perhaps someone can shed some light on this. I have scoured the net and
 forums pretty well..
 
 I have a machine, Gentoo Linux running Apache (2.2.9) with PHP
 (5.2.5-p17) and Net::LDAP (perl-ldap-0.39).
 
 /etc/resolv.conf
 search subdomain.domain.tld
 nameserver 192.168.100.10
 
 OTRS (2.3.3, tried 2.3.2 too, same result) is running as an Apache
 vhost. I have restarted Apache after config changes as suggested by
 someone who discovered that this is sometimes needed although it really
 shouldnt be..
 
 I have configured OTRS to authenticate against a Windows 2K3 AD server,
 relevant(hopefully) config is as follows:
 
   $Self-{'AuthModule'} = 'Kernel::System::Auth::LDAP';
   $Self-{'AuthModule::LDAP::Host'} = '192.168.100.10';
   $Self-{'AuthModule::LDAP::BaseDN'} =
 'ou=INTERNAL,dc=subdomain,dc=domain,dc=tld';
   $Self-{'AuthModule::LDAP::UID'} = 'sAMAccountName';
 
   $Self-{'AuthModule::LDAP::GroupDN'} =
 'cn=otrs_users,cn=Users,dc=subdomain,dc=domain,dc=tld';
snip-
# missing the AccessAttr
$Self-{'AuthModule::LDAP::AccessAttr'} = 'member';
# for non ldap posixGroups objectclass (with full user dn)
$Self-{'AuthModule::LDAP::UserAttr'} = 'DN';
snip-
 
$Self-{'AuthModule::LDAP::SearchUserDN'} =
 'CN=binddn_user,OU=Service Accounts,dc=subdomain,dc=domain,dc=tld';
$Self-{'AuthModule::LDAP::SearchUserPw'} = 'Mypa55word';
 
   $Self-{'AuthModule::LDAP::Params'} = {
   port = 389,
   timeout = 120,
   async = 0,
   version = 3,
   };
 
   $Self-{UserSyncLDAPMap} = {
   # DB - LDAP
   UserFirstname = 'givenName',
   UserLastname = 'sn',
   UserEmail = 'mail',
   };
 
   $Self-{UserSyncLDAPGroups} = [
   'users',
   ];
 
 I left out the group filtering bits as I just want to get it working
 before trying to lock it down.
 Now, if I attempt to log in as a user in the INTERNAL OU (or any user
 for that matter), I get a failure:
 
 Login Failed! Your username or password was entered incorrectly. (I
 double checked the password, AD account is not locked out and is part of
 the otrs_users group which is in the Service Accounts OU)
 
 From: /var/log/otrs.log
 
 [Wed Dec 17 17:05:11 2008][Error][Kernel::System::Auth::LDAP::Auth][191]
 First bind failed! 80090308: LdapErr: DSID-0C090334, comment:
 AcceptSecurityContext error, data 525, vece
 
 A look at the AD Security logs says that the binddn_user is sucessfully
 authenticating/logging out but nothing much else.
 
 
 Any help much appreciated!
 
 Thanks.
 

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Re: [otrs] Notification Problem

2008-12-17 Thread Trasschaert Karl


it's already done but doesn't work.

Date: Wed, 17 Dec 2008 18:46:59 +0300From: anton.gubar...@gmail.comto: 
o...@otrs.orgsubject: Re: [otrs] Notification ProblemHi, Karl.You need to 
create an Autoresponse and link it to the queue. Your customers will get 
autoresponses then.regardsAnton.
2008/12/17 Trasschaert Karl karl...@hotmail.com

Hi,  I'm testing otrs, i saw that when someone send a e-mail to the otrs 
system, the  agent get a notification but the customer didn't receive any 
notification. I'f i answer a ticket the customer get the message. Any idea what 
ca be wrong ?I'm using smtp.I can see in the log that the message looks to be 
send: 



Sent agent 'NewTicket' notification to 'k...@inventivetelecom.com'.

Wed Dec 17 16:20:04 2008
notice
OTRS-PM3-10
Sent auto response (SendAutoReply) for Ticket [200812171084] (TicketID=104, 
ArticleID=611) to 'Trasschaert Karl i...@net-work.be'.

Wed Dec 17 16:20:04 2008
notice
OTRS-PM3-10
Sent email to 'Trasschaert Karl i...@net-work.be' from 'ITP Ticket System 
supp...@inventivetelecom.com'. HistoryType = SendAutoReply, Subject = 
[ITPTicket#200812171084] ca marche pas;

Wed Dec 17 16:20:03 2008
notice
OTRS-PM3-10
New Ticket [200812171084/ca marche pas] created 
(TicketID=104,Queue=Support,Priority=3 normal,State=new)

Wed Dec 17 16:19:42 2008
notice
OTRS-CGI-10
Sent customer 'StateUpdate' notification to 'Trasschaert Karl 
i...@net-work.be'.

Wed Dec 17 16:19:42 2008
notice
OTRS-CGI-10
Sent email to 'Trasschaert Karl i...@net-work.be' from 'ITP Ticket System 
supp...@inventivetelecom.com'. HistoryType = SendCustomerNotification, 
Subject = Re: [ITPTicket#200812171083] New State closed successful!;

Wed Dec 17 16:19:38 2008
notice
OTRS-CGI-10
Sent customer 'OwnerUpdate' notification to 'Trasschaert Karl 
i...@net-work.be'.

Wed Dec 17 16:19:38 2008
notice
OTRS-CGI-10
Sent email to 'Trasschaert Karl i...@net-work.be' from 'ITP Ticket System 
supp...@inventivetelecom.com'. HistoryType = SendCustomerNotification, 
Subject = Re: [ITPTicket#200812171083] New Owner Karl!;
 


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[otrs] Vieuwing More info in the queue vieuw

2008-12-17 Thread Trasschaert Karl


Hi,
 
is it possible to add some information in a ticket in the queue view like first 
human response time, Owner and last answer time .
Whcih file do we have to modify ?
 
Is it possible to add the priority in the result when you do a ticket search .
 
It it possible to make a stat profile showing the NEW to OPEN (response) and 
NEW to RESOLUTION (close) time.
 
Thx in advance
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Re: [otrs] Changing Agent Ticket Search template

2008-12-17 Thread bis

Thanks a lot Michiel you are a star ***

Could you tell me where in the documentation does it talk about the HTML 
templates because I never saw it when I looked at the documentation? It only 
talked about the graphical user frontend and the perl and xml files at the 
backend.

Thanks again :-)

--- On Wed, 17/12/08, Michiel Beijen mich...@beefreeit.nl wrote:
From: Michiel Beijen mich...@beefreeit.nl
Subject: Re: [otrs] Changing Agent Ticket Search template
To: bi...@yahoo.co.uk, User questions and discussions about OTRS. 
otrs@otrs.org
Date: Wednesday, 17 December, 2008, 1:31 PM

Bis,

You can edit the HTML for this page here:
otrs/Kernel/Output/HTML/Standard/AgentTicketSearch.dtl

Kind regards,
--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl



2008/12/16 bis bi...@yahoo.co.uk:
 Dear fellow members of the OTRS community

 I am trying to change the search template for agents
 (/otrs/index.pl?Action=AgentTicketSearch) but I am not sure
which file I
 need to change. I just want to delete some text fields and move a few
fields
 around.

 Can I make the changes from the graphical configuration frontend or do I
 need to change a .pm file?

 Many thanks in advance

 Bis

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Re: [otrs] OTRS/CTI integration

Well,
I'm affording this for the first time, I believe that a new phone phone ticket 
with customer data would be enough, or at least a good starting point, so I 
think that I'll focus on OTRS back-end integration, for the moment.

Can you help me doing this?

Thanks
Gabriele
  - Original Message - 
  From: Anton Gubar'kov 
  To: User questions and discussions about OTRS. 
  Sent: Wednesday, December 17, 2008 11:18 AM
  Subject: Re: [otrs] OTRS/CTI integration


  A new phone ticket with just customer data is not intersting, is it? I 
suspect you want a new ticket window opened on the Agent's PC and the customer 
data is filled automatically using the CallerID as the customer lookup key. The 
agent is then ready to type in the ticket description immediately.
  I believe you need to make CTI integration with the browser, not the OTRS 
back-end then. When I solved the same problem for HP Openview ServiceDesk at my 
previous job, we had to intergate with the HP OV SD user interface.

  I hope this gives you a right vector to search.

  Regards,
  Anton.


  2008/12/17 Gabriele D'Andrea gabriele.dand...@ecohmedia.com

Hi,
we need to integrate OTRS so that, when a phone call is received, a ticket 
is automatically created and customer data is entered.

I've seen, on the otrs.com web site, that the following features are 
available:
- Automatic and quick ticket generation upon incident or service request 
receipt via the customer frontend, E-mail, phone, fax, PDA, SMS, SOAP/XML
- Automated allocation and entering of customer data in the ticket thanks 
to CTI integration 

However, I couldn't find anything, so far, about setting up CTI integration 
with a PBX.


Gabriele


- Original Message - 
  From: Anton Gubar'kov 
  To: User questions and discussions about OTRS. 
  Sent: Wednesday, December 17, 2008 10:03 AM
  Subject: Re: [otrs] OTRS/CTI integration


  Hello, Gabrielle.

  Could you describe an integrated process briefly?

  Regards, Anton.


  2008/12/17 Gabriele D'Andrea gabriele.dand...@ecohmedia.com

Hello everybody,
I'm interested in the integration of OTRS with a PBX via CTI/TAPI, but I
still cannot find any documentation about it. Can anyone give some hints
about it?
-- 
Gabriele D'Andrea
Tel. +39 085 9431161 . Fax +39 085 9431162 . 
gabriele.dand...@ecohmedia.com
.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  
.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .
ECOH MEDIA S.r.l.
Via Milano 32, 21019 Somma Lombardo (VA) . Via F. Fellini 2, 65010 
Spoltore (PE)  . Italy . www.ecohmedia.com
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Re: [otrs] OTRS/CTI integration

2008-12-17 Thread Marco Vannini

Could it be a request to integrate otrs with an IVR?

Having a system where clicking on menu by phone it opens a ticket in a
queue ? and probably customer message or interpreted or recorded as an
attachment ?


I'm totally wrong ?



2008/12/17 Anton Gubar'kov anton.gubar...@gmail.com:
 A new phone ticket with just customer data is not intersting, is it? I
 suspect you want a new ticket window opened on the Agent's PC and the
 customer data is filled automatically using the CallerID as the customer
 lookup key. The agent is then ready to type in the ticket description
 immediately.
 I believe you need to make CTI integration with the browser, not the OTRS
 back-end then. When I solved the same problem for HP Openview ServiceDesk at
 my previous job, we had to intergate with the HP OV SD user interface.

 I hope this gives you a right vector to search.

 Regards,
 Anton.

 2008/12/17 Gabriele D'Andrea gabriele.dand...@ecohmedia.com

 Hi,
 we need to integrate OTRS so that, when a phone call is received, a ticket
 is automatically created and customer data is entered.

 I've seen, on the otrs.com web site, that the following features are
 available:
 - Automatic and quick ticket generation upon incident or service request
 receipt via the customer frontend, E-mail, phone, fax, PDA, SMS, SOAP/XML
 - Automated allocation and entering of customer data in the ticket thanks
 to CTI integration

 However, I couldn't find anything, so far, about setting up CTI
 integration with a PBX.


 Gabriele


 - Original Message -

 From: Anton Gubar'kov
 To: User questions and discussions about OTRS.
 Sent: Wednesday, December 17, 2008 10:03 AM
 Subject: Re: [otrs] OTRS/CTI integration
 Hello, Gabrielle.

 Could you describe an integrated process briefly?

 Regards, Anton.

 2008/12/17 Gabriele D'Andrea gabriele.dand...@ecohmedia.com

 Hello everybody,
 I'm interested in the integration of OTRS with a PBX via CTI/TAPI, but I
 still cannot find any documentation about it. Can anyone give some hints
 about it?
 --
 Gabriele D'Andrea
 Tel. +39 085 9431161 . Fax +39 085 9431162 .
 gabriele.dand...@ecohmedia.com
 .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .
  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .
 ECOH MEDIA S.r.l.
 Via Milano 32, 21019 Somma Lombardo (VA) . Via F. Fellini 2, 65010
 Spoltore (PE)  . Italy . www.ecohmedia.com
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 destinato, La invitiamo ad eliminarlo e a non leggerlo, dandocene
 gentilmente comunicazione.
 The information contained in this e-mail and any attachments are
 confidential and may also privileged. If you are not the named recipient,
 please
 notify the sender immediately and do not disclose the contents to another
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Re: [otrs] OTRS

2008-12-17 Thread sol sol

Dear,

Thanks for all the reply´s you have sented me allready.
Somehow nobody understands that i am setting up a test system.
this means, that when evaluation is done i will use or linux or windows
(normally installed)
I really dont care about a system restart or what so ever,  and the system
is win2000  and correct me if i am wrong, there are no system updates
anymore from MS.

To run Xampp you dont need system rights, if anyone claims it does please
follow my earlier provided information.
Or compile a webserver in windows using apache zip installer with mysql zip
installer an php zip installer and perl zip installer, and for thos who want
it like the otrs msi installer use the strawberry perl d drive installer.
configure the php.ini, phpmyadmin, htpd.conf , and necessarly tools and you
will notice that no need of system rights is needed, nor is the service in
my case needed. you kan allways kill the service wich you start manually
indos with the correctly commands.

so without being rude to anyone (i really appreciate help)
Mr Michiel´s link to linux install from source can´t be applied completly
for win32 systems
why? cause linux and win32 works completly different.

Even in the otrs from source manual for win32 you cant find nowhere an how
to in the zip package, all they mention is linux (what the heck is it doing
in the win source btw?)
Maybe i am missing something about the c compiler, can you direct me to the
things is hould recompile cause c compiler works to without admin rights ,
and i can if necesserly  use an other machine to compile what i need.
Before i forget; thanks Michiel, i have the needed packages for perl
allready installed without need of admin :-)

Anton; thanks for the advice, but the problem is the system manager wil fold
this in a project and like mentioned earlier, we are no small company the
current status is 2012 if i would like it to be tested.
About things doing right, yes ofcourse that is why after evaluation the
needed files will be exported like mentioned in the manual.

So did nobody ever tryed to isntall this on windows without the msi
installer?

thanks Mr . Sol

2008/12/17 Anton Gubar'kov anton.gubar...@gmail.com

 Hello,

 You need the things done right, don't you? I suspect that you want your
 OTRS system get up automatically when the host system is rebooted. If you
 run on Windows platform I think you are pretty much aware of the monthly
 update release cycle and reboot is needed to complete the update.

 In order to have your MySQL database server and Apache shut down cleanly at
 host shutdown and start up nicely at host startup you need to run it as
 Windows service. You need admin rights to install a new service. Period.

 If you need convincing arguments for your manager, try telling him/her that
 you tested with limited rights, however this is not a recommended way to run
 OTRS. You encountered a stability problem. The suggested remedy is to
 install the services. You need admin rights to this particular host. Or
 alternatively you need help of a person with admin rights to do the job for
 you.


 Regards,
 Anton.

 2008/12/17 sol sol solle...@gmail.com

 Michiel,
 the problem is that we are not a small company, i can request it on our it
 services but then the problem is that they well need to setup the project,
 and problably with a look on the current ones the soonest test date will be
 in 2012.
 But we cant wait that long,

 About Xampp, xampp package can be run without installing, take a look here
 :
 http://www.apachefriends.org/download.php?xampp-win32-1.6.8.zip
 extract it to some location and you will see everything runs without
 installing.
 For perl it uses mod_perl the same story:

 http://www.apachefriends.org/download.php?xampp-win32-perl-addon-5.10.0-2.2.9-pl2.zip
  extract it to some location and you will see everything runs without
 installing.
 for the needed modules go to perl/bin and use ppm (or was it pmm?) in dos
 command

 Maybe you guys think i do not know what i am doing, but to setup a
 webserver for testing with xampp you do not need admin rights,
 and im pretty sure that it is the same for otrs.

 At Steve, tell me 1 package name that will need admin rights?
 Otrs is based and used on a webserver, no admin rights needed if i acces
 my xampp install, correct me if i am wrong.

 And iff you guys still doent believe me, install otrs to a folder called
 c:xampp,  copy this folder to a backup,
 remove otrs install, place the backup back to c:/xampp, overwrite it with
 xampp zip install and xampp perl addon, run setup.bat for xampp , start
 xampp and go to localhost/otrs/customer.pl,  you will notice that you have
 a wroking install,

 but that is not the way i want to work, i want a clean and decent install
 with no trash.
 Problem is, linux install is well documented , and win install isnt, and
 problably nobody knows how to do it correctly cause every one is lacks and
 uses the installer...

 So iff anyone has clues how to do the

Re: [otrs] OTRS/CTI integration

Hi,
we need to integrate OTRS so that, when a phone call is received, a ticket is 
automatically created and customer data is entered.

I've seen, on the otrs.com web site, that the following features are available:
- Automatic and quick ticket generation upon incident or service request 
receipt via the customer frontend, E-mail, phone, fax, PDA, SMS, SOAP/XML
- Automated allocation and entering of customer data in the ticket thanks to 
CTI integration 

However, I couldn't find anything, so far, about setting up CTI integration 
with a PBX.


Gabriele


- Original Message - 
  From: Anton Gubar'kov 
  To: User questions and discussions about OTRS. 
  Sent: Wednesday, December 17, 2008 10:03 AM
  Subject: Re: [otrs] OTRS/CTI integration


  Hello, Gabrielle.

  Could you describe an integrated process briefly?

  Regards, Anton.


  2008/12/17 Gabriele D'Andrea gabriele.dand...@ecohmedia.com

Hello everybody,
I'm interested in the integration of OTRS with a PBX via CTI/TAPI, but I
still cannot find any documentation about it. Can anyone give some hints
about it?
-- 
Gabriele D'Andrea
Tel. +39 085 9431161 . Fax +39 085 9431162 . gabriele.dand...@ecohmedia.com
.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  
.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .
ECOH MEDIA S.r.l.
Via Milano 32, 21019 Somma Lombardo (VA) . Via F. Fellini 2, 65010 Spoltore 
(PE)  . Italy . www.ecohmedia.com
.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  
.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .
Le informazioni contenute in questo messaggio di posta elettronica sono 
riservate e confidenziali e ne è vietata la diffusione in qualunque modo
eseguita. Qualora Lei non fosse la persona a cui il presente messaggio è 
destinato, La invitiamo ad eliminarlo e a non leggerlo, dandocene
gentilmente comunicazione.
The information contained in this e-mail and any attachments are 
confidential and may also privileged. If you are not the named recipient, please
notify the sender immediately and do not disclose the contents to another 
person, use it for any purpose, or store or copy the information in
any medium.

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Re: [otrs] OTRS/CTI integration

A new phone ticket with just customer data is not intersting, is it? I
suspect you want a new ticket window opened on the Agent's PC and the
customer data is filled automatically using the CallerID as the customer
lookup key. The agent is then ready to type in the ticket description
immediately.
I believe you need to make CTI integration with the browser, not the OTRS
back-end then. When I solved the same problem for HP Openview ServiceDesk at
my previous job, we had to intergate with the HP OV SD user interface.

I hope this gives you a right vector to search.

Regards,
Anton.

2008/12/17 Gabriele D'Andrea gabriele.dand...@ecohmedia.com

  Hi,
 we need to integrate OTRS so that, when a phone call is received, a ticket
 is automatically created and customer data is entered.

 I've seen, on the otrs.com web site, that the following features are
 available:
 - Automatic and quick ticket generation upon incident or service request
 receipt via the customer frontend, E-mail, phone, fax, PDA, SMS, SOAP/XML
 - Automated allocation and entering of customer data in the ticket thanks
 to CTI integration

 However, I couldn't find anything, so far, about setting up CTI integration
 with a PBX.


 Gabriele


 - Original Message -

 *From:* Anton Gubar'kov anton.gubar...@gmail.com
 *To:* User questions and discussions about OTRS. otrs@otrs.org
 *Sent:* Wednesday, December 17, 2008 10:03 AM
 *Subject:* Re: [otrs] OTRS/CTI integration

 Hello, Gabrielle.

 Could you describe an integrated process briefly?

 Regards, Anton.

 2008/12/17 Gabriele D'Andrea gabriele.dand...@ecohmedia.com

 Hello everybody,
 I'm interested in the integration of OTRS with a PBX via CTI/TAPI, but I
 still cannot find any documentation about it. Can anyone give some hints
 about it?
 --
 Gabriele D'Andrea
 Tel. +39 085 9431161 . Fax +39 085 9431162 .
 gabriele.dand...@ecohmedia.com
 .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .
  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .
 ECOH MEDIA S.r.l.
 Via Milano 32, 21019 Somma Lombardo (VA) . Via F. Fellini 2, 65010
 Spoltore (PE)  . Italy . www.ecohmedia.com
 .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .
  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .
 Le informazioni contenute in questo messaggio di posta elettronica sono
 riservate e confidenziali e ne è vietata la diffusione in qualunque modo
 eseguita. Qualora Lei non fosse la persona a cui il presente messaggio è
 destinato, La invitiamo ad eliminarlo e a non leggerlo, dandocene
 gentilmente comunicazione.
 The information contained in this e-mail and any attachments are
 confidential and may also privileged. If you are not the named recipient,
 please
 notify the sender immediately and do not disclose the contents to another
 person, use it for any purpose, or store or copy the information in
 any medium.

 ___
 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


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Re: [otrs] OTRS/CTI integration

This could be an option, I'm just starting to investigate about it, so I 
have not decided what to do exactly with the phone calls received, but I'd 
like to have some documentation to start discovering its potential.

- Original Message - 
From: Marco Vannini marco.vann...@gmail.com

To: User questions and discussions about OTRS. otrs@otrs.org
Sent: Wednesday, December 17, 2008 11:26 AM
Subject: Re: [otrs] OTRS/CTI integration

Could it be a request to integrate otrs with an IVR?

Having a system where clicking on menu by phone it opens a ticket in a
queue ? and probably customer message or interpreted or recorded as an
attachment ?

I'm totally wrong ?

2008/12/17 Anton Gubar'kov anton.gubar...@gmail.com:

A new phone ticket with just customer data is not intersting, is it? I
suspect you want a new ticket window opened on the Agent's PC and the
customer data is filled automatically using the CallerID as the customer
lookup key. The agent is then ready to type in the ticket description
immediately.
I believe you need to make CTI integration with the browser, not the OTRS
back-end then. When I solved the same problem for HP Openview ServiceDesk 
at

my previous job, we had to intergate with the HP OV SD user interface.

I hope this gives you a right vector to search.

Regards,
Anton.

2008/12/17 Gabriele D'Andrea gabriele.dand...@ecohmedia.com

Hi,
we need to integrate OTRS so that, when a phone call is received, a 
ticket

is automatically created and customer data is entered.

I've seen, on the otrs.com web site, that the following features are
available:
- Automatic and quick ticket generation upon incident or service request
receipt via the customer frontend, E-mail, phone, fax, PDA, SMS, SOAP/XML
- Automated allocation and entering of customer data in the ticket thanks
to CTI integration

However, I couldn't find anything, so far, about setting up CTI
integration with a PBX.

Gabriele

- Original Message -

From: Anton Gubar'kov
To: User questions and discussions about OTRS.
Sent: Wednesday, December 17, 2008 10:03 AM
Subject: Re: [otrs] OTRS/CTI integration
Hello, Gabrielle.

Could you describe an integrated process briefly?

Regards, Anton.

2008/12/17 Gabriele D'Andrea gabriele.dand...@ecohmedia.com

Hello everybody,
I'm interested in the integration of OTRS with a PBX via CTI/TAPI, but I
still cannot find any documentation about it. Can anyone give some hints
about it?
--
Gabriele D'Andrea
Tel. +39 085 9431161 . Fax +39 085 9431162 .
gabriele.dand...@ecohmedia.com
.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 
.

 .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .
ECOH MEDIA S.r.l.
Via Milano 32, 21019 Somma Lombardo (VA) . Via F. Fellini 2, 65010
Spoltore (PE)  . Italy . www.ecohmedia.com
.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 
.

 .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .
Le informazioni contenute in questo messaggio di posta elettronica sono
riservate e confidenziali e ne è vietata la diffusione in qualunque modo
eseguita. Qualora Lei non fosse la persona a cui il presente messaggio è
destinato, La invitiamo ad eliminarlo e a non leggerlo, dandocene
gentilmente comunicazione.
The information contained in this e-mail and any attachments are
confidential and may also privileged. If you are not the named 
recipient,

please
notify the sender immediately and do not disclose the contents to 
another

person, use it for any purpose, or store or copy the information in
any medium.

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Re: [otrs] Changing Agent Ticket Search template