Re: [otrs] otrs with ldap issue
see the second example: agent data sync against ldap http://doc.otrs.org/2.4/en/html/x1835.html#configuration-agent-auth-backend-ldap -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl On Sun, Oct 11, 2009 at 7:18 PM, akr lot akr...@msn.com wrote: Hi thanks for your answer. could anybody provide a sample working config with ldap thanks in advance -- Windows Live: Friends get your Flickr, Yelp, and Digg updates when they e-mail you.http://www.microsoft.com/middleeast/windows/windowslive/see-it-in-action/social-network-basics.aspx?ocid=PID23461::T:WLMTAGL:ON:WL:en-xm:SI_SB_3:092010 - 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] Master Ticket Documentation
Hi Peter,
I guess your script works for me... only you'd have to change
CustomerNo = $_-{'UserCustomerID'}, to CustomerID =
$_-{'UserCustomerID'},
--
Michiel Beijen
RD
OTRS AG
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CU@ IIR Service Desk Forum in Mainz
(Germany)http://www.otrs.com/en/news-and-press/news-details/article/translate-to-english-otrs-at-the-13th-iir-service-desk-forum-2009/?tx_ttnews%5BbackPid%5D=51cHash=ef91fa143eand
get to know more about OTRS at booth no. 12 from Nov 24-25, 2009!
On Fri, Oct 9, 2009 at 9:23 PM, Peter Beckman beck...@angryox.com wrote:
So I've worked some on a bulk script. The tickets are being created, and
I'm even successfully associating the tickets to the Master!
Unfortunately, I'm missing something. I sent an email to the Master
ticket, and no emails went out to the other Slave Tickets.
In the Web UI, the Master Ticket shows MasterTicket: Master and shows 3
linked children, as expected. Looking at one of the slaves, it shows
MasterTicket: Slave and Linked Parent to the correct Master.
Free Fields correctly displays MasterTicket: Slave, and Link shows
correctly linked Parent.
Additionally, the correct Customer Info was displayed for the ticket, and
the fake Phone Article I created had the correct email for the customer.
Please note, this is using a config-based external Customer Database. I'm
not sure if that has something to do with this, but I assume not.
Here's the history for one of Slave Tickets after an email was sent to the
Master Ticket:
10/09/2009 14:55:39 NewTicket New Ticket [102082813683]
created (Q=Raw;P=3 normal;S=new). 10/09/2009 14:55:39 CustomerUpdate
Updated: CustomerID=;customeruser=x...@;
10/09/2009 14:55:39 EmailCustomer Created by BulkTicket Script
10/09/2009 14:55:39 TicketFreeTextUpdateUpdated:
FreeKey12=MasterTicket;FreeText12=Slave; 10/09/2009 14:55:39
TicketLinkAdd Added link to ticket 103395832887. 10/09/2009
14:57:13 MiscMasterTicket: no customer email found,
send no master message to customer. 10/09/2009 14:57:13 StateUpdate
Old: new New: closed successful
I see the problem, no customer email found, but where am I not setting
that? The %User object returns the customers email as UserID, and that is
used in both the Ticket and Article creation.
Any API hackers want to help? The documentation is pretty sparse when it
comes to listing and explaining all possible values for Ticket Creation.
Even LinkAdd() didn't mention Direction nor why it was excluded, if
indeed that was on purpose.
The code:
===
#!/usr/bin/perl -w
# --
# otrs.bulkSlaveTicketCreate
#
# Quickly Create multiple Slave tickets associated with a Master ticket #
# Written by Peter Beckman beckman at angryox dot com
# October 9, 2009
# --
# License: Creative Commons Attribution-Share Alike 3.0 United States
License
# More Info: http://creativecommons.org/licenses/by-sa/3.0/us/
# This software comes with ABSOLUTELY NO WARRANTY.
# --
use File::Basename;
use FindBin qw($RealBin);
use lib dirname($RealBin);
use lib dirname($RealBin)./Kernel/cpan-lib;
use Data::Dumper;
use Kernel::Config;
use Kernel::System::Encode;
use Kernel::System::Log;
use Kernel::System::Time;
use Kernel::System::Main;
use Kernel::System::DB;
use Kernel::System::Ticket;
use Kernel::System::CustomerUser;
use Kernel::System::User;
my $ConfigObject = Kernel::Config-new();
my $EncodeObject = Kernel::System::Encode-new(
ConfigObject = $ConfigObject,
);
my $LogObject = Kernel::System::Log-new(
ConfigObject = $ConfigObject,
EncodeObject = $EncodeObject,
);
my $TimeObject= Kernel::System::Time-new(
LogObject = $LogObject,
ConfigObject = $ConfigObject,
);
my $MainObject = Kernel::System::Main-new(
LogObject = $LogObject,
EncodeObject = $EncodeObject,
ConfigObject = $ConfigObject,
);
my $DBObject = Kernel::System::DB-new(
ConfigObject = $ConfigObject,
EncodeObject = $EncodeObject,
MainObject = $MainObject,
LogObject = $LogObject,
);
my $UserObject = Kernel::System::User-new(
ConfigObject = $ConfigObject,
LogObject= $LogObject,
MainObject = $MainObject,
TimeObject = $TimeObject,
DBObject = $DBObject,
EncodeObject = $EncodeObject,
);
my $CustomerUserObject = Kernel::System::CustomerUser-new(
ConfigObject = $ConfigObject,
LogObject = $LogObject,
DBObject = $DBObject,
MainObject = $MainObject,
EncodeObject = $EncodeObject,
UserObject =
Re: [otrs] Using OTRS as a requester
col104-w47de24f0c2f1b53c1d6a86fb...@phx.gbl 9eda38a40910090251y7425743au7f785cf91e1f7...@mail.gmail.com Content-Type: text/plain; charset=windows-1256 Content-Transfer-Encoding: 8bit MIME-Version: 1.0 Hi Michiel Thank you for your reply, these options look very usefull. I'll try to solve my problem using them. _ Windows Live: Friends get your Flickr, Yelp, and Digg updates when they e-mail you. http://www.microsoft.com/middleeast/windows/windowslive/see-it-in-action/social-network-basics.aspx?ocid=PID23461::T:WLMTAGL:ON:WL:en-xm:SI_SB_3:092010 - 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] Dual word searches
Hi, Just sending this on again, no response to initial mail. Does anyone know how I can implement dual word searches within FAQ search? Say for instance, someone wants to search for phone list, and I have the words phone and list as the keywords of the article, the article will come up when either the words phone or list are used in the search, but not at the same time... so how can I implement dual word searches? Putting inverted commas around the two words doesn't work. OTRS - 2.4.4 FAQ - 1.6.4 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] Install issues...
OK - I think I finally have the issue nailed down... Curently, /usr/sbin/suexec is owned by root:root. Just for the heck of it, I changed it to root:apache, and now otrs works great. However, everything else on my webserver that runs cgi no longer works. So I changed the ownsership of suexec back to root:root. Now otrs doesnt work. Whast do I need to do in order to make this work? id otrs shows that the UID is greater than 500 and that the group id is greater than 105. Thanks. John From: Frank prodi...@gmail.com To: User questions and discussions about OTRS. otrs@otrs.org Sent: Mon, October 12, 2009 2:16:27 AM Subject: Re: [otrs] Install issues... No. If I'm right, all OTRS scripts are written in Perl. On 10/10/09, john espiro john_esp...@yahoo.com wrote: Hi Rory: suexec_log says: [2009-10-10 04:27:14]: file is writable by others: (/opt/otrs/bin/cgi-bin/installer.pl) When I change installer.pl to 755 (from 775), I then get: [2009-10-10 04:27:27]: uid: (500/webadmin) gid: (500/500) cmd: installer.pl [2009-10-10 04:27:27]: target uid/gid (500/500) mismatch with directory (545/500) or program (545/500) There are no errors in the apache error log. When I ran httpd -l, I got: Compiled in modules: core.c prefork.c http_core.c mod_so.c But mod_perl is installed. I will keep looking... and I wonder if it's possible to run OTRS without mod_perl From: Rory rcler...@gmail.com To: User questions and discussions about OTRS. otrs@otrs.org Sent: Fri, October 9, 2009 6:14:06 PM Subject: Re: [otrs] Install issues... What does the apache log say? Its probably in the /var/log/ directory. Have you configured apache to be able to use perl files? (I think you need the mod_perl module set up http://perl.apache.org/docs/2.0/user/index.html ) Rory -- Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/10/9 john espiro john_esp...@yahoo.com: Hello all... I have been hoping I wouldnt have to post here, but alas, after a wek, I feel I must. I am stuck... Here's my situation: - CentOS 4 - Apache/2.0.52 - Perl: v5.8.8 - Installed OTRS: otrs-2.4.4-01.noarch.rpm - Created the OTS user, and the database manually following the directions in the Database readme. I verified that all of my perl mods are installed (even the optional ones). I ran the set perms script. When I go to my web server's installer.pl, I get the following error: Internal Server Error The server encountered an internal error or misconfiguration and was unable to complete your request. Please contact the server administrator, r...@localhost and inform them of the time the error occurred, and anything you might have done that may have caused the error. More information about this error may be available in the server error log. When I go to /otrs/index.pl, I get the same thing. What can I do to start troubleshooting this? Thanks, John - 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/ -- Sent from my mobile device - 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-de] OTRS 2.4.4 AgentTicketPhone.dtl
Hallo zusammen,
ich habe für das TelefonTicket eine Vorlage erstellt die über einen Button
aufgerufen wird.
DAzu habe ich die Datei AgentTicketPhone.dtl editiert und folgende Änderungen
vorgenommen bzw. die dort hinterlegte Vorlage verwendet und angepasst:
td class=mainbody
form action=$Env{CGIHandle} method=post
enctype=multipart/form-data
input type=hidden name=Action value=$Env{Action}/
input type=hidden name=Subaction value=StoreNew/
input type=hidden name=FormID value=$QData{FormID}/
input type=hidden name=ExpandCustomerName value=2/
input type=hidden name=Dest value=36||Test::Support-Calls
input type=hidden name=Subject value=Support Calls Kd. Nr.: /
input type=hidden name=Body value='Name:br /
Rufnummer:br /
Problembeschreibung:br / '/
input class=button type=submit name= value=$Text{Online
Hotline}/
/form
hr
Die Anpassung scheint auch ganz normal zu funktionieren, jedoch steht in meinem
Log etwas anderes:
Mon Oct 12 14:14:17 2009 error OTRS-CGI-10 Need Search, UserLogin or
PostMasterSearch!
Mon Oct 12 14:14:17 2009 error OTRS-CGI-10 Need Search, UserLogin or
PostMasterSearch!
Mon Oct 12 14:14:17 2009 error OTRS-CGI-10 Need Search, UserLogin or
PostMasterSearch!
Mon Oct 12 14:14:17 2009 error OTRS-CGI-10 Need Search, UserLogin or
PostMasterSearch!
Mon Oct 12 14:14:17 2009 error OTRS-CGI-10 Need Search, UserLogin or
PostMasterSearch!
Mon Oct 12 14:14:17 2009 error OTRS-CGI-10 Need Search, UserLogin or
PostMasterSearch!
Mon Oct 12 14:14:17 2009 error OTRS-CGI-10 Need Search, UserLogin or
PostMasterSearch!
Mon Oct 12 14:14:17 2009 error OTRS-CGI-10 Need Search, UserLogin or
PostMasterSearch!
Mon Oct 12 14:14:17 2009 error OTRS-CGI-10 Need Search, UserLogin or
PostMasterSearch!
Mon Oct 12 14:14:17 2009 error OTRS-CGI-10 Need User!
Mon Oct 12 14:14:17 2009 error OTRS-CGI-10 Need User!
Mon Oct 12 14:14:17 2009 error OTRS-CGI-10 Need User!
Mon Oct 12 14:14:17 2009 error OTRS-CGI-10 Need User!
Mon Oct 12 14:14:17 2009 error OTRS-CGI-10 Need User!
Mon Oct 12 14:14:17 2009 error OTRS-CGI-10 Need User!
Mon Oct 12 14:14:17 2009 error OTRS-CGI-10 Need User!
Mon Oct 12 14:14:17 2009 error OTRS-CGI-10 Need User!
Mon Oct 12 14:14:17 2009 error OTRS-CGI-10 Need User!
Habt Ihr eine Idee woran das liegt und was ich dagegen tun kann? Die Meldungen
treten bei jedem Klick auf den Button auf.
Vielen Dank schon jetzt.
Mit freundlichen Grüßen,
Thomas Gross
IT-Administrator
BCA Autoauktionen GmbH
Europas Nr. 1 für Fahrzeugvermarktung
Münchener Str. 3-5, 64521 Gross-Gerau
Telefon:+49 6152 9273 42
Handy: +49 163 3130040
Fax: +49 6152 9273 720
E-Mail: t.gr...@autoauktionen.de
Geschäftsführer: Peter Dietrich, Jonathan Olsen
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[otrs-de] TicketFreeText anzeigen
Hallo zusammen, ich möchte gerne den Inhalt meiner TicketFreeText Felder nicht rechts in der TicketView angeordnet haben, dort wo auch Priorätät, Kunden Info usw steht sondern ich möchte das die Felder dort auftauchen wo auch z.B. der Inhalt von Notizen angezeigt wird. Meine ticketFreeText Felder möchte ich aber nicht in die Notiz einbinden sondern sie über Frei Felder füllen. Hat jemand eine Idee? Freundliche Grüße Kind regards Tobias Schlosser Sitz der Gesellschaft: Kötz, HRB 1943 Memmingen Vorstand: Roland Kober (Sprecher), Harald Kober, Raymond Kober, Stefan Kober Vorsitzender des Aufsichtsrates: Herbert Kober Diese E-Mail und alle mitgesendeten Dateien sind vertraulich und ausschließlich für den Gebrauch durch den Empfänger bestimmt. This E-Mail and any files transmitted with it are confidential intended solely for the use of the addressee. - 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/
[otrs-de] Rolf Debacher/Holzma/Homag-Gruppe/DE ist außer Haus.
Ich werde ab 12.10.2009 nicht im Büro sein. Ich kehre zurück am 16.10.2009. Ich werde Ihre Nachricht nach meiner Rückkehr beantworten. Wenden Sie sich in dringenden Fällen bitte an die IT-hotline (-40455) bzw. an helpdesk...@holzma.de. Holzma Plattenaufteiltechnik GmbH Gesellschaft mit beschränkter Haftung mit Sitz in D-75365 Calw-Holzbronn, Holzmastraße 3; Registergericht Stuttgart HRB 330649 Geschäftsführer: Eckhard Hörner-Marass, Walter Visel - 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/
