Re: [otrs] How to enable System Log
Are you running otrs on a windows or a linux machine? Regards, Reto rallison wrote: In the Admin-Area, I select System Log is shows no information. Is there an option to enable? It shows colums headers. [ System Log ] Time Priority FacilityMessage I just enabled Performance Log and I can with information with no problems. Regards, Ram - 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] LDAP authentication not working - Solved
Hi,
By putting the domain name before UserDN, LDAP started working : )
$Self-{'Customer::AuthModule::LDAP::SearchUserDN'} = 'MyDomain\
otrsldap';
$Self-{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password';
Thanks
Emily
- Forwarded by Emily Flynn/ZB/Ireland/Zurich on 24/04/2009 11:25 -
Emily Flynn/ZB/Ireland/Zurich
21/04/2009 20:04
To
otrs@otrs.org
cc
Subject
LDAP authentication not working
Hi,
I can't seem to get LDAP authentication working for customer users.
It is a Windows 2000 domain with 2 domain controllers.
Can anyone see where I might be going wrong...?
Thanks
Emily
# #
# Customer LDAP Authentication #
# #
#Enable LDAP authentication for Customers / Users
$Self-{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP';
$Self-{'Customer::AuthModule::LDAP::Host'} = 'xx.xxx.xx.xx';
$Self-{'Customer::AuthModule::LDAP::BaseDN'} =
'ou=user,ou=dublin,dc=int,dc=domain,dc=com';
$Self-{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName';
#The following is valid but would only be necessary if the
#anonymous user do NOT have permission to read from the LDAP tree
# $Self-{'Customer::AuthModule::LDAP::SearchUserDN'} = 'otrsldap';
# $Self-{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password';
#CustomerUser
#(customer user database backend and settings)
$Self-{CustomerUser} = {
Module = 'Kernel::System::CustomerUser::LDAP',
Params = {
Host = 'xx.xxx.xx.xx',
BaseDN = 'ou=user,ou=dublin,dc=int,dc=domain,dc=com',
SSCOPE = 'sub',
UserDN ='otrsldap',
UserPw = 'password',
},
# customer unique id
CustomerKey = 'sAMAccountName',
# customer #
CustomerID = 'mail',
CustomerUserListFields = ['sAMAccountName', 'cn', 'mail'],
CustomerUserSearchFields = ['sAMAccountName', 'cn', 'mail'],
CustomerUserSearchPrefix = '',
CustomerUserSearchSuffix = '*',
CustomerUserSearchListLimit = 250,
CustomerUserPostMasterSearchFields = ['mail'],
CustomerUserNameFields = ['givenname', 'sn'],
Map = [
# note: Login, Email and CustomerID needed!
# var, frontend, storage, shown, required, storage-type
#[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ],
[ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ],
[ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ],
[ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ],
[ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ],
[ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ],
#[ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ],
#[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ],
#[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ],
],
};
#Add the following lines when only users are allowed to login if they
reside in the spicified security group
#Remove these lines if you want to provide login to all users specified in
the User Base DN
#example: $Self-{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=BaseOU,
dc=example, dc=com';
$Self-{'Customer::AuthModule::LDAP::GroupDN'} =
'CN=OTRS_Users,OU=Security Groups,OU=Dublin,DC=int,DC=domain,DC=com';
$Self-{'Customer::AuthModule::LDAP::AccessAttr'} = 'member';
$Self-{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'
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[otrs] Hardcode in customer email format.
Hello, Is there a way I can hard code customers email format into the LDAP settings in config.pm? I have OTRS authenticating against Active Directory, but unfortunately we don't have users emails saved in theire AD accounts. Everyone's mail is in the same format of firstname.secondn...@ourcompany.com, so I'm pretty sure I can define this in the config.pm? I am not familiar with editing Perl, but I'm sure I could edit the following line to allow this? [ 'UserEmail', 'Email', 'mail', 1, 0, 'var' ] Thanks Emily - 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] Clean up the database.
You can use the Generic Agent to remove all or some ticket based on criteria. With a bulk change you could set all or some tickets to state 'removed' for instance, and than run GA on it. Deleting customers is harder, like for some other data types. You could do it in the database (phpmyadmin), or you can do like I do, recycle. Make them invalid, rename them to INVALID... en reuse (rename) when needed. http://www.mail-archive.com/search?q=delete+usersl=o...@otrs.org New OTRS users will discover that many of the questions they have, already have been asked and answered in the past. It is therefor good practice to search the mailing list archive (beside docs, faq etc on otrs,org): http://www.mail-archive.com/search=?l=o...@otrs.org gr, Frans From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Sachin Sent: vrijdag 24 april 2009 06:59 To: otrs@otrs.org Subject: [otrs] Clean up the database. I have implemented OTRS as a test system. created a lot of test tickets , but now i want to make it available for production use. for that i need to delete all the tickets generated... the users created should remain.only the ticket and customers..should go out... please help. - 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] Delete Junk queue every 24h automatically
Hi, I was looking for a way to empty my Junk queue automatically every 24h in SysConf but didn't find anything can help. How can I proceed? Thanks Laura - 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] Delete Junk queue every 24h automatically
I think you can use Generic Agent for it. Add a new Generic Agent job for make it. Take a look there and I think you will know how to do that. Ronaldo On Fri, Apr 24, 2009 at 10:36 AM, Laura Urie lu...@clsamerica.com wrote: Hi, I was looking for a way to empty my Junk queue automatically every 24h in SysConf but didn’t find anything can help. How can I proceed? Thanks Laura - 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/ -- Ronaldo Richieri (15) 8818-2009 Sent from Sorocaba, SP, Brazil - 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] Delete Junk queue every 24h automatically
I was looking for a way to empty my Junk queue automaticallyevery 24h in SysConf but didn’t find anything can help. How can I proceed? The correct answer is generic agent. LQ -Original Message- From: Laura Urie lu...@clsamerica.com To: otrs@otrs.org Date: 04/24/09 09:37 Subject: [otrs] Delete Junk queue every 24h automatically Hi, I was looking for a way to empty my Junk queue automaticallyevery 24h in SysConf but didn’t find anything can help. How can I proceed? Thanks Laura - 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] Delete Junk queue every 24h automatically
Ok.thanks From: Ronaldo Richieri [mailto:richi...@gmail.com] Sent: Friday, April 24, 2009 9:42 AM To: lu...@clsamerica.com; User questions and discussions about OTRS. Subject: Re: [otrs] Delete Junk queue every 24h automatically I think you can use Generic Agent for it. Add a new Generic Agent job for make it. Take a look there and I think you will know how to do that. Ronaldo On Fri, Apr 24, 2009 at 10:36 AM, Laura Urie lu...@clsamerica.com wrote: Hi, I was looking for a way to empty my Junk queue automatically every 24h in SysConf but didn't find anything can help. How can I proceed? Thanks Laura - 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/ -- Ronaldo Richieri (15) 8818-2009 Sent from Sorocaba, SP, Brazil - 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] Delete Junk queue every 24h automatically
Ok…thanks L. From: LQ Marshall [mailto:qmarsh...@inetspace.net] Sent: Friday, April 24, 2009 9:54 AM To: lu...@clsamerica.com; User questions and discussions about OTRS. Subject: Re: [otrs] Delete Junk queue every 24h automatically I was looking for a way to empty my Junk queue automatically every 24h in SysConf but didn’t find anything can help. How can I proceed? The correct answer is generic agent. LQ _ -Original Message- From: Laura Urie lu...@clsamerica.com To: otrs@otrs.org Date: 04/24/09 09:37 Subject: [otrs] Delete Junk queue every 24h automatically Hi, I was looking for a way to empty my Junk queue automatically every 24h in SysConf but didn’t find anything can help. How can I proceed? Thanks Laura - 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] type by queue ?
Hy all, i was wondering, how can i bind several type i have defined in the admin interface, like: - incident - update - scheduled . to only one of the otrs queues i have ? Rachid - 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 can't see their ticket using the customer interface
hy all, i have a strange issue on OTRS, let me explain, i have customers which send email to an adress which is redirected to otrs. i can see the email in the OTRS agent interface the from in the email address is the same of the customer account but when i try to log on the customer interface with the username and password of the customer , i can't see tickets that have been created when he sends email to the OTRS system. anyone have a clue ? Rachid - 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] type by queue ?
I think that only can be achieved with configuring ACLs. gr, Frans -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Rachid Zarouali Sent: vrijdag 24 april 2009 18:01 To: otrs@otrs.org Subject: [otrs] type by queue ? Hy all, i was wondering, how can i bind several type i have defined in the admin interface, like: - incident - update - scheduled . to only one of the otrs queues i have ? Rachid - 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] type by queue ?
something like :
Ticket = {
Queue = ['myqueue'],
State = ['some state'],
Type = ['incident','update','scheduled']
},
am i right ?
Rachid
On Fri, Apr 24, 2009 at 06:33:09PM +0200, Frans Stekelenburg wrote:
I think that only can be achieved with configuring ACLs.
gr,
Frans
-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf
Of
Rachid Zarouali
Sent: vrijdag 24 april 2009 18:01
To: otrs@otrs.org
Subject: [otrs] type by queue ?
Hy all, i was wondering, how can i bind several type i have defined in
the admin interface, like:
- incident
- update
- scheduled
.
to only one of the otrs queues i have ?
Rachid
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[otrs] Next State list under pending is empty.
I click on pending on a ticket, on the new window the subject is pending and i have a drop down list which says Next State. The list appears empty. What do i check and where? - 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 can't see their ticket using the customer interface
By redirected to ORTS what do you mean? As I read your question it sounds like you have an email address, say hel...@domain.com that your customers send their support requests to. The request is then forwareded to another address that ORTS scrapes with its mail script. If this is true then I think the issue is how the mail is forwarded. Because, if the above is true, all the email comes to otrs from the same address, that address is the customer. For OTRS to associate a ticket with a customer from the automated email script, the email address in the from field MUST match what is in the customers record, otherwise the tkt is assocated with an user that doesnt exist, e.g. OTRS, sort of, makes a fake user with only one piece of info in its record, that being the email address. I had a similar problem where some of our users have email addresses like abc1234 and others are an alias. As our LDAP doesnt have the alias only the username, some messages come in to a user like j.adams or jadams but not jla3114. Jeremy Adams PC Support Specialist I Cedar Valley College 972.860.8086 Rachid Zarouali rachid.zarou...@nic.fr 04/24/09 10:55 AM hy all, i have a strange issue on OTRS, let me explain, i have customers which send email to an adress which is redirected to otrs. i can see the email in the OTRS agent interface the from in the email address is the same of the customer account but when i try to log on the customer interface with the username and password of the customer , i can't see tickets that have been created when he sends email to the OTRS system. anyone have a clue ? Rachid - 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 can't see their ticket using thecustomer interface
Perhaps handy to turn this on, to have a (plain) option appearing after the article headers, to display the full headers of the e-mail/message: Ticket - Frontend::Agent::Ticket::ViewZoom Ticket::Frontend::PlainView: YES (default: No) Show also in ZoomView the plain link for emails in article tree. Now we are there anyway, for who really cares, another option that is off by default, but so neat: Ticket::ZoomTimeDisplay: Displays the accounted time for an article in the ticket zoom view. gr, Frans -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Jeremy Adams Sent: vrijdag 24 april 2009 19:41 To: otrs@otrs.org Subject: Re: [otrs] customer can't see their ticket using thecustomer interface By redirected to ORTS what do you mean? As I read your question it sounds like you have an email address, say hel...@domain.com that your customers send their support requests to. The request is then forwareded to another address that ORTS scrapes with its mail script. If this is true then I think the issue is how the mail is forwarded. Because, if the above is true, all the email comes to otrs from the same address, that address is the customer. For OTRS to associate a ticket with a customer from the automated email script, the email address in the from field MUST match what is in the customers record, otherwise the tkt is assocated with an user that doesnt exist, e.g. OTRS, sort of, makes a fake user with only one piece of info in its record, that being the email address. I had a similar problem where some of our users have email addresses like abc1234 and others are an alias. As our LDAP doesnt have the alias only the username, some messages come in to a user like j.adams or jadams but not jla3114. Jeremy Adams PC Support Specialist I Cedar Valley College 972.860.8086 Rachid Zarouali rachid.zarou...@nic.fr 04/24/09 10:55 AM hy all, i have a strange issue on OTRS, let me explain, i have customers which send email to an adress which is redirected to otrs. i can see the email in the OTRS agent interface the from in the email address is the same of the customer account but when i try to log on the customer interface with the username and password of the customer , i can't see tickets that have been created when he sends email to the OTRS system. anyone have a clue ? Rachid - 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] How to enable System Log
As far as I know you will only be able to log into the log file on windows. You should find it under drive\path_to_otrsotrs\var\log. rallison wrote: Windows On Fri, 24 Apr 2009 08:46:26 +0200, Reto Mueller reto_muel...@gmx.ch wrote: Are you running otrs on a windows or a linux machine? Regards, Reto rallison wrote: In the Admin-Area, I select System Log is shows no information. Is there an option to enable? It shows colums headers. [ System Log ] Time Priority FacilityMessage I just enabled Performance Log and I can with information with no problems. Regards, Ram - 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/ - 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] change 24 hour format to a 12 hour format
I am wondering if it is at all possible to change the time format from a 24-hour format to a 12-hour format. I haven't found any documentation on this. Regards _ Jonathan Medina IT Manager Sephardic Nursing Rehab T: 718-266-6100 x216 - 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 can't see their ticket using the customer interface
In my cases I had to set X-OTRS-CustomerNo in the filters On Fri, Apr 24, 2009 at 9:32 PM, Rachid Zarouali rachid.zarou...@nic.frwrote: OK maybe i've misspelled, here is my case let say that my adress is : My Email my.em...@domain.com i send an email to the OTRS system which respond at : my.o...@domain.com my email from : My Email my.em...@domain.com is put in mycompany queue. my issue is , when i try to log using the customer interface using login : my.em...@domain.com pass: mypasswd i can't see my ticket in there :( the ticket seems to be associated with the right email because when i use the agent interface, i can zoom on my tickets and see all tickets linked to the customer : my.em...@domain.com i can also use the search interface and search for the customer : my.em...@domain.com and it gives me the list of all tickets associated with this email . am i clearer? :-) Rachid On Fri, Apr 24, 2009 at 12:41:24PM -0500, Jeremy Adams wrote: By redirected to ORTS what do you mean? As I read your question it sounds like you have an email address, say hel...@domain.com that your customers send their support requests to. The request is then forwareded to another address that ORTS scrapes with its mail script. If this is true then I think the issue is how the mail is forwarded. Because, if the above is true, all the email comes to otrs from the same address, that address is the customer. For OTRS to associate a ticket with a customer from the automated email script, the email address in the from field MUST match what is in the customers record, otherwise the tkt is assocated with an user that doesnt exist, e.g. OTRS, sort of, makes a fake user with only one piece of info in its record, that being the email address. I had a similar problem where some of our users have email addresses like abc1234 and others are an alias. As our LDAP doesnt have the alias only the username, some messages come in to a user like j.adams or jadams but not jla3114. Jeremy Adams PC Support Specialist I Cedar Valley College 972.860.8086 Rachid Zarouali rachid.zarou...@nic.fr 04/24/09 10:55 AM hy all, i have a strange issue on OTRS, let me explain, i have customers which send email to an adress which is redirected to otrs. i can see the email in the OTRS agent interface the from in the email address is the same of the customer account but when i try to log on the customer interface with the username and password of the customer , i can't see tickets that have been created when he sends email to the OTRS system. anyone have a clue ? Rachid - 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/ - 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 can't see their ticket using the customer interface
Can you explain how you did this please ? :) Rachid On Fri, Apr 24, 2009 at 10:31:44PM +0200, Marco Vannini wrote: In my cases I had to set X-OTRS-CustomerNo in the filters On Fri, Apr 24, 2009 at 9:32 PM, Rachid Zarouali rachid.zarou...@nic.frwrote: OK maybe i've misspelled, here is my case let say that my adress is : My Email my.em...@domain.com i send an email to the OTRS system which respond at : my.o...@domain.com my email from : My Email my.em...@domain.com is put in mycompany queue. my issue is , when i try to log using the customer interface using login : my.em...@domain.com pass: mypasswd i can't see my ticket in there :( the ticket seems to be associated with the right email because when i use the agent interface, i can zoom on my tickets and see all tickets linked to the customer : my.em...@domain.com i can also use the search interface and search for the customer : my.em...@domain.com and it gives me the list of all tickets associated with this email . am i clearer? :-) Rachid On Fri, Apr 24, 2009 at 12:41:24PM -0500, Jeremy Adams wrote: By redirected to ORTS what do you mean? As I read your question it sounds like you have an email address, say hel...@domain.com that your customers send their support requests to. The request is then forwareded to another address that ORTS scrapes with its mail script. If this is true then I think the issue is how the mail is forwarded. Because, if the above is true, all the email comes to otrs from the same address, that address is the customer. For OTRS to associate a ticket with a customer from the automated email script, the email address in the from field MUST match what is in the customers record, otherwise the tkt is assocated with an user that doesnt exist, e.g. OTRS, sort of, makes a fake user with only one piece of info in its record, that being the email address. I had a similar problem where some of our users have email addresses like abc1234 and others are an alias. As our LDAP doesnt have the alias only the username, some messages come in to a user like j.adams or jadams but not jla3114. Jeremy Adams PC Support Specialist I Cedar Valley College 972.860.8086 Rachid Zarouali rachid.zarou...@nic.fr 04/24/09 10:55 AM hy all, i have a strange issue on OTRS, let me explain, i have customers which send email to an adress which is redirected to otrs. i can see the email in the OTRS agent interface the from in the email address is the same of the customer account but when i try to log on the customer interface with the username and password of the customer , i can't see tickets that have been created when he sends email to the OTRS system. anyone have a clue ? Rachid - 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/ - 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 can't see their ticket using thecustomer interface
Did you get my previous post? Did you check the queue-group--user? Really interested to know for the ticket: - What CustomerID is shown in right-side column - Does it show Customer Info, and what fields? Does it show Username AND Email? - Ticket status Are you running Linux/Unix? Are there any error messages either in the Apache error_log, or otrs syslog file? Check the permissions on the directories/files, sometimes if http server can not write temporary or cahce files strange things happen. Usage: SetPermissions.sh OTRS_HOME OTRS_USER WEBSERVER_USER [OTRS_GROUP] [WEB_GROUP] Kind regards, Frans Stekelenburg NetDialog Service Center +31 30 789 3636 www.netdialog.eu -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Rachid Zarouali Sent: vrijdag 24 april 2009 21:33 To: User questions and discussions about OTRS. Subject: Re: [otrs] customer can't see their ticket using thecustomer interface OK maybe i've misspelled, here is my case let say that my adress is : My Email my.em...@domain.com i send an email to the OTRS system which respond at : my.o...@domain.com my email from : My Email my.em...@domain.com is put in mycompany queue. my issue is , when i try to log using the customer interface using login : my.em...@domain.com pass: mypasswd i can't see my ticket in there :( the ticket seems to be associated with the right email because when i use the agent interface, i can zoom on my tickets and see all tickets linked to the customer : my.em...@domain.com i can also use the search interface and search for the customer : my.em...@domain.com and it gives me the list of all tickets associated with this email . am i clearer? :-) Rachid On Fri, Apr 24, 2009 at 12:41:24PM -0500, Jeremy Adams wrote: By redirected to ORTS what do you mean? As I read your question it sounds like you have an email address, say hel...@domain.com that your customers send their support requests to. The request is then forwareded to another address that ORTS scrapes with its mail script. If this is true then I think the issue is how the mail is forwarded. Because, if the above is true, all the email comes to otrs from the same address, that address is the customer. For OTRS to associate a ticket with a customer from the automated email script, the email address in the from field MUST match what is in the customers record, otherwise the tkt is assocated with an user that doesnt exist, e.g. OTRS, sort of, makes a fake user with only one piece of info in its record, that being the email address. I had a similar problem where some of our users have email addresses like abc1234 and others are an alias. As our LDAP doesnt have the alias only the username, some messages come in to a user like j.adams or jadams but not jla3114. Jeremy Adams PC Support Specialist I Cedar Valley College 972.860.8086 Rachid Zarouali rachid.zarou...@nic.fr 04/24/09 10:55 AM hy all, i have a strange issue on OTRS, let me explain, i have customers which send email to an adress which is redirected to otrs. i can see the email in the OTRS agent interface the from in the email address is the same of the customer account but when i try to log on the customer interface with the username and password of the customer , i can't see tickets that have been created when he sends email to the OTRS system. anyone have a clue ? Rachid - 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/ - 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] Error in otrs 2.4
Hello for all I got some errors when i tryed to install the 2.4 otrs version -- in the browser Software error: Bad address at /opt/otrs-2.4/bin/cgi-bin/../../Kernel/System/Log.pm line 229. -- in the log tail -f servicedeskhml-error.log [Fri Apr 24 20:03:10 2009] [error] [client ] ERROR: OTRS-Installer-10 Perl: 5.8.8 OS: linux Time: Fri Apr 24 20:03:10 2009 [Fri Apr 24 20:03:10 2009] [error] [client xxx] [Fri Apr 24 20:03:10 2009] [error] [client 1xxx] Message: Can't remove shm for log: Operation not permitted [Fri Apr 24 20:03:10 2009] [error] [client xxx] [Fri Apr 24 20:03:10 2009] [error] [client xxx] Traceback (2641): [Fri Apr 24 20:03:10 2009] [error] [client xxx]Module: Kernel::System::Log::CleanUp (v1.59) Line: 253 [Fri Apr 24 20:03:10 2009] [error] [client ]Module: Kernel::System::Log::new (v1.59) Line: 104 [Fri Apr 24 20:03:10 2009] [error] [client 1xxx]Module: /opt/otrs-2.4/bin/cgi-bin/installer.pl (v1.29) Line: 52 [Fri Apr 24 20:03:10 2009] [error] [client xx] [Fri Apr 24 20:03:10 2009] [error] [client ] [Fri Apr 24 20:03:10 2009] installer.pl: Bad address at /opt/otrs-2.4/bin/cgi-bin/../../Kernel/System/Log.pm line 229. [Fri Apr 24 20:06:50 2009] [error] [client xxx] ERROR: OTRS-Installer-10 Perl: 5.8.8 OS: linux Time: Fri Apr 24 20:06:50 2009 Anybody see some messages like this Thanks for all - 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-de] Freitext
Hallo zusammen, ich habe folgendes Problem: Ich möchte gerne ein Freitext-Feld beim Anlegen eines Tickets per default mit einem Inhalt belegen. Dies klappt auch mit der Option Ticket::TicketFreeFieldDefault###Element3: (siehe Screenshot). Jedoch schaffe ich es mit dieser Option nur statische Texte per default bei der Anlage eines Tickets in das Freitext-Feld zu schreiben. Ich würde aber gerne aus der customer_companay Tabelle aus einem selbst angelegtem Feld den Inhalt in ein Freitext-Feld schreiben. Das selbst angelegte Feld ist auch bereits in der Config.pm gemappt. Kann mir da jemand weiterhelfen oder einen Tipp geben ? Vielen Dank Peter Screenshot: http://img9.imageshack.us/img9/8637/freetext.png - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
