[otrs] how to add approval person in request type
Dear Team, I have install the OTRS 2.3.4 in my organization, In a OTRS I have created three types 1.Request 2.issue 3. Information My problem is if any customer create Request ticket, The support team want a approval for particular Request ticket. The approval person approved ticket. then closed the ticket from support team. Example- customer give the request for 'upgrade the system' suppose I am a support team I want a approval from IT manager Customer Department head Please help me for this issue. Please give the solution for the same if any idea please submitted Thanks and Regards, Bhushan Badgujar Executive - IT Facilities DISCLAIMER: This message contains privileged and confidential information and is intended only for an individual named. If you are not the intended recipient, you should not disseminate, distribute, store, print, copy or deliver this message. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete or contain viruses. The sender, therefore, does not accept liability for any errors or omissions in the contents of this message which arise as a result of e-mail transmission. If verification is required, please request a hard-copy version. - 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] Help with email configuration and testing
I'm working with a fresh OTRS system (totally new to OTRS) I'm trying to get the email part working. Under Postmaster Mail Account I have filled in the information for a couple email accounts at gmail. When I select Run Now! for an account setup with IMAP I get the below message. In the System Log I see several entries IMAP: Can't connect to imap.gmail.com. On the accounts setup for POP3S, theres no error pages being displayed and theres no entries in the System Log (good or bad messages??), I also do not see any emails being pulled and displayed in any queues within the OTRS system. I'm a little lost on what to look at to fix. OTRS ERROR MESSAGE BELOW THIS LINE-- In the OTRS JumpBox administration - Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Thu Jun 11 11:36:19 2009 Message: IMAP: Can't connect to imap.gmail.com Traceback (4422): Module: Kernel::System::MailAccount::IMAP::Fetch (v1.5) Line: 72 Module: Kernel::System::MailAccount::MailAccountFetch (v1.5) Line: 369 Module: Kernel::Modules::AdminMailAccount::Run (v1.5) Line: 62 Module: Kernel::System::Web::InterfaceAgent::Run (v1.35) Line: 824 Module: ModPerl::ROOT::ModPerl::Registry::var_data_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 47 Module: (eval) (v1.87) Line: 204 Module: ModPerl::RegistryCooker::run (v1.87) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.87) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 OTRS ERROR MESSAGE ABOVE THIS LINE-- F.Y.I. I have done another test with account info to our in house exchange server (IMAP) and it seems to work without issues. -- Thanks Jack Blalock - 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] Chane Tme Zone OTRS
Hi We are running OTRS 2.3.3 on Solaris 10 on child zones. We want to changes its Time Zones settings to PST. Currently its TZ of System is CST and tickets also show CST time zone. Please let me know if you require any further info on this. Thank you. *** Nadeem Ahmad *** - 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] Active Directory and user + agent authentification
Hi,
I have a little problem that I'm unable to solve.
- I need that agents and users (customers) can authenticate using Active
Directory. My users can access to the customer page but my agent can't
login to the agent page. When agent try to login they have an error
message saying the connection has failed! Your username or password is
incorrect.
- After edit my Config.pm in order to allow authenticate by Active
Directory, I can't connect using a local user.
Can you help me to find what is wrong ?
I join a copy of my Config.pm
Regards,
** My Config.pm **
# #
# #
# #
# Start of your own config options!!! #
# #
# #
# #
$Self-{'AuthModule'} = 'Kernel::System::Auth::LDAP';
$Self-{'AuthModule::LDAP::Host'} = 'pollux.sic.intra';
$Self-{'AuthModule::LDAP::BaseDN'} = 'dc=sic, dc=intra';
$Self-{'AuthModule::LDAP::UID'} = 'sAMAccountName';
$Self-{'AuthModule::LDAP::SearchUserDN'} =
'cn=ldap_php,cn=Systeme,dc=sic,dc=intra';
$Self-{'AuthModule::LDAP::SearchUserPw'} = '';
# This is an example configuration for an LDAP auth. backend.
# (take care that Net::LDAP is installed!)
$Self-{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP';
$Self-{'Customer::AuthModule::LDAP::Host'} = 'pollux.sic.intra';
$Self-{'Customer::AuthModule::LDAP::BaseDN'} =
'ou=SIC,dc=sic,dc=intra';
$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'} =
'cn=ldap_php,ou=Systeme,dc=sic,dc=intra';
$Self-{'Customer::AuthModule::LDAP::SearchUserPw'} = '';
# CustomerUser
# (customer user database backend and settings)
$Self-{CustomerUser} = {
Name = 'Datenbank',
Module = 'Kernel::System::CustomerUser::DB',
Params = { Table = 'customer_user',
# to use an external database
# DSN = 'DBI:odbc:yourdsn',
# DSN = 'DBI:mysql:database=customerdb;host=customerdbhost',
# User = '', Password = '',
},
# customer uniq id
CustomerKey = 'login',
CustomerID = 'customer_id',
CustomerValid = 'valid_id',
CustomerUserListFields = ['first_name', 'last_name', 'email'],
# CustomerUserListFields = ['login', 'first_name', 'last_name',
'customer_id', 'email'],
CustomerUserSearchFields = ['login', 'last_name', 'customer_id'],
CustomerUserSearchPrefix = '',
CustomerUserSearchSuffix = '*',
CustomerUserSearchListLimit = 250,
CustomerUserPostMasterSearchFields = ['email'],
CustomerUserNameFields = ['salutation', 'first_name',
'last_name'],
# ReadOnly = 1,
Map = [
# note: Login, Email and CustomerID needed!
# var, frontend, storage, shown, required, storage-type,
http-link
[ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var' ],
[ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var' ],
[ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var' ],
[ 'UserLogin', 'Login', 'login', 1, 1, 'var' ],
[ 'UserPassword', 'Password', 'pw', 0, 1, 'var' ],
[ 'UserEmail', 'Email', 'email', 0, 1, 'var' ],
[ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var'
],
[ 'UserComment', 'Comment', 'comments', 1, 0, 'var' ],
[ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int' ],
],
};
# CustomerUser1
# (customer user ldap backend and settings)
$Self-{CustomerUser1} = {
Module = 'Kernel::System::CustomerUser::LDAP',
Params = {
# ldap host
Host = 'pollux.sic.intra',
# ldap base dn
BaseDN = 'ou=SIC,dc=sic,dc=intra',
# search scope (one|sub)
SSCOPE = 'sub',
# The following is valid but would only be necessary if the
# anonymous user does NOT have permission to read from the LDAP tree
UserDN = 'cn=ldap_php,ou=Systeme,dc=sic,dc=intra',
UserPw = '',
AlwaysFilter = '',
SourceCharset = 'utf-8',
DestCharset = 'iso-8859-1',
},
# customer uniq id
CustomerKey = 'sAMAccountName',
# customer #
CustomerID = 'mail',
CustomerUserListFields = ['sAMAccountName', 'cn', 'mail'],
CustomerUserSearchFields = ['sAMAccountName', 'cn', 'mail'],
CustomerUserSearchPrefix = '',
CustomerUserSearchSuffix = '*',
CustomerUserSearchListLimit = 250,
CustomerUserPostMasterSearchFields = ['mail'],
CustomerUserNameFields = ['givenname',
[otrs] links from one faq to another.
I have a bunch of faqs and I have linked them to each other in a way that I think is quite usefully. However as a customer I don't see these links. Are linked faqs only seen by agents or is this a bug? -- Dr. Rodney G. McDuff |Ex ignorantia ad sapientiam Manager, Strategic Technologies Group|Ex luce ad tenebras Information Technology Services | The University of Queensland | EMAIL: mcd...@its.uq.edu.au | TELEPHONE: +61 7 3365 8220 | - 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/
