[otrs] Dashboard: "7 Day Stat" is not working

2009-10-28 Thread Altangerel 

Hi all,

I'm using OTRS 2.4.4. The 7 Day Stat panel on the dashboard does not 
show anything and there is only error report.
Unable to load Flash content. The Charts Control requires Flash Player 
9.0.45 or higher. You can download the latest version of Flash Player 
from the Adobe Flash Player Download Center 
.
However I've installed adobe flash player on both site server and 
client, that error message never changed.


What is the solution?

--
Altangerel Ganbold

Watch out you don`t get crushed under somebody else`s wheel of fortune.
Stanislaw Jerzy Lec

-
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 Sync Does NOT work! v2.4

2009-10-28 Thread Shawn Beasley 

Hi Josh,

I am sorry to hear you are having issues. But, please rest assured  
that all is well. Look at the difference between the 2.3 and the 2.4


http://source.otrs.org/viewvc.cgi/otrs/Kernel/Config/Defaults.pm?r1=1.323&r2=1.299.2.3

You will see that the configuration has changed ever so slightly  
(Line391-Line411)


This will be causing your problem. Hope you get it up and running now.

On Oct 28, 2009, at 5:03 PM, Josh Higgins wrote:


Agent LDAP Sync doesn't appear to work at all in OTRS 2.4! This worked
great in 2.3, but appears completely broken in 2.4, even when  
following
the *exact* sample config shown in the admin book, or using a known- 
good

configuration that worked in 2.3.

After upgrading to 2.4, new users are not able to log. They get the
error:
Panic, user authenticated but no user data can be found in OTRS DB!!
Perhaps the user is invalid.


I've seen others post on the list with similar errors, and none of  
those

problems were resolved to my knowledge.

Users: Do NOT upgrade to OTRS 2.4 if you use LDAP sync for agents,
because it will not work no one will help you!

OTRS STAFF --  IF THIS IS BROKEN PLEASE LET US KNOW!! Or give us some
info to help troubleshoot or debug the problem.


Does anyone know if the old LDAP module from 2.3 can be used with 2.4?




--

Shawn Beasley
sh...@otrs.org

Computers make work that one would  not have without them  go faster!




-
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] reminder tickets..

2009-10-28 Thread Sarper SARIDAL 
Hello,

If you create a reminder ticket or just zoom a ticket and set it as a
waiting (pending) ticket. You see it in the dashboad right pane.
Is it possible to remove the reminder and turn it into a real ticket so it
goes back to the dashboard open tickets again.

If it's not possible,

Is it possible to make a ticket be in the "pause / pending" state and then
resume it when the responsible have the time to work on it.

I may be going in the wrong direction and there can be other ways so i'm
waiting for all ideas..

Regards,

Note : By the way did any of you used otrs manager? It's a software i found
on the net.
-
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] Move Tickets that are locked

2009-10-28 Thread James Morgan 
Set yourself as the owner of the ticket?

 

James.

 

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Shue, Daniel G.
Sent: Thursday, 29 October 2009 12:41 PM
To: User questions and discussions about OTRS.
Subject: [otrs] Move Tickets that are locked

 

I'm trying to move a ticket that is locked/owned by another agent.  I
have full control to the system, an admin.  However, I can't move that
locked ticket:

 

 

Warning: Sorry, you need to be the owner to do this action!

 

Any ideas as to how I can work around this?

 

TIA

 

Daniel



This email and any files transmitted with it are confidential and
intended for use only by the individual or entity named above. If you
are not the intended recipient or the employee or agent responsible for
delivering this message to the intended recipient, you are hereby
notified that any disclosure, dissemination, distribution, copying of
this communication, or unauthorized use is strictly prohibited. Please
notify us immediately by reply email and then delete this message from
your system. Please note that any views or opinions presented in this
email are solely those of the author and do not necessarily represent
those of Randolph County Government. This email and any file attachments
have been scanned for potential viruses; however, the recipient should
check this email for the presence of viruses and/or malicious code.
Randolph County accepts no liability for any damage transmitted via this
email.

-
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] Move Tickets that are locked

2009-10-28 Thread Shue, Daniel G. 
I'm trying to move a ticket that is locked/owned by another agent.  I
have full control to the system, an admin.  However, I can't move that
locked ticket:

 

 

Warning: Sorry, you need to be the owner to do this action!

 

Any ideas as to how I can work around this?

 

TIA

 

Daniel

**
This email and any files transmitted with it are confidential and intended for 
use only by the individual or entity named above. If you are not the intended 
recipient or the employee or agent responsible for delivering this message to 
the intended recipient, you are hereby notified that any disclosure, 
dissemination, distribution, copying of this communication, or unauthorized use 
is strictly prohibited. Please notify us immediately by reply email and then 
delete this message from your system. Please note that any views or opinions 
presented in this email are solely those of the author and do not necessarily 
represent those of Randolph County Government. This email and any file 
attachments have been scanned for potential viruses; however, the recipient 
should check this email for the presence of viruses and/or malicious code.  
Randolph County accepts no liability for any damage transmitted via this email.
-
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] Dashboard - Closed Tickets Module

2009-10-28 Thread James Morgan 
Not on the dashboard, but easily done in search.

-Original Message-
From: Jason Dupuy 
Sent: Thursday, 29 October 2009 7:45 AM
To: otrs@otrs.org 
Subject: [otrs] Dashboard - Closed Tickets Module

Has anyone created a "closed tickets" section on the dashboard?

Would be nice to have a quick place to see closed tickets for the day...

 

Jason Dupuy

IT Manager

Global Products Inc.

Earth City, MO 63045

636-939-1622 Phone

636-939-1623 Fax

 

Confidentiality note:  This document and any attachments are
confidential and may be protected by legal privilege. If you are not the
intended recipient, be aware that any disclosure, copying, distribution
or use of this document or any attachment is prohibited. If you have
received this document in error, please notify us immediately by
returning it to the sender and destroying any copy.

 

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Keith Meyer
Sent: Wednesday, October 28, 2009 1:27 PM
To: otrs@otrs.org
Subject: [otrs] Triage a ticket

 

Hello,

 

I was wanting to know if there is a way to 'triage' a ticket so it would
require a person (manager, supervisor, etc) to approve it before it is
sent on to the agents?

 

 

Thank you,

Keith Meyer

-
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] Triage a ticket

2009-10-28 Thread James Morgan 
Yes, one simple way is to create a queue for your agents to work in and then a 
triage one for the managers. Don't give the agents permission to work on the 
triage queue and set the triage queue as default for incoming mail.

Then simply get your managers to move tickets into the agent queues as they are 
triaged.

-Original Message-
From: Keith Meyer 
Sent: Thursday, 29 October 2009 5:46 AM
To: otrs@otrs.org 
Subject: [otrs] Triage a ticket

Hello,

I was wanting to know if there is a way to 'triage' a ticket so it would 
require a person (manager, supervisor, etc) to approve it before it is sent on 
to the agents?


Thank you,
Keith Meyer
-
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] Ticket Templates

2009-10-28 Thread James Morgan 
Have a look under responses in the administration area. Remember to assign them 
to queues though!

James.

-Original Message-
From: Jason Dupuy 
Sent: Thursday, 29 October 2009 3:04 AM
To: User questions and discussions about OTRS. 
Subject: [otrs] Ticket Templates

We use a Outlook templates for some help-desk emails.
Is there a way to make different templates for the front-end users?
Something like a pull-down, to select a certain ticket/template?

Jason Dupuy
IT Manager
Global Products Inc.
Earth City, MO 63045
636-939-1622 Phone
636-939-1623 Fax

Confidentiality note:  This document and any attachments are confidential and 
may be protected by legal privilege. If you are not the intended recipient, be 
aware that any disclosure, copying, distribution or use of this document or any 
attachment is prohibited. If you have received this document in error, please 
notify us immediately by returning it to the sender and destroying any copy.


-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Peter 
Beckman
Sent: Tuesday, October 27, 2009 8:41 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] New to OTRS

On Tue, 27 Oct 2009, Jason Dupuy wrote:

> Still working on the specifics but I'm stumbling on the email settings.
> I'm just about ready to go into production, but confused about the 
> email settings.

  Why are you sending out emails with the technicians email address?  If
  people email help.d...@xxx.com, you should reply from help.d...@xxx.com.
  As long as the client replies with the ticket number in tact (which they
  mostly do), you can have the ticket locked to the technician who last
  responded.

  The technician should NOT reply to the client from their own email client,
  if you want OTRS involved in everything.  The reason: the replies are sent
  directly to the customer from the email client, and not stored in OTRS,
  thus minimizing the value of OTRS: keeping a record of all communication
  with the customer.

  Process flow:

 1. Customer emails help.d...@xxx.com
 2. OTRS pulls it in
 3. Technicians LOG INTO OTRS ON THE WEB after getting email
notifications to their individual accounts
 4. If the ticket is locked to them or is a reply, it will be in the
"Requiring Response" section of the Dashboard.  If not, it will be
in the "new ticket" section
 5. They click on it, read it, then compose (click empty message by
default) IN OTRS a reply.  This reply will go out as
"From: help.d...@xxx.com"
 6. Customer replies go to help.d...@xxx.com
 7. OTRS will store a copy, as well as lock the ticket (by default 3
days I think) to the responder.  If the customer responds in that
time, the ticket is locked to that tech.  If after 3 days, any tech
can pick up the ticket and respond, as well as see the entire
history of that ticket, regardless of who responded.


> Am I making sense at all?

  No. :-)

---
Peter Beckman  Internet Guy
beck...@angryox.com http://www.angryox.com/
---
-
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] Dashboard - Closed Tickets Module

2009-10-28 Thread Jason Dupuy 
Has anyone created a "closed tickets" section on the dashboard?

Would be nice to have a quick place to see closed tickets for the day...

 

Jason Dupuy

IT Manager

Global Products Inc.

Earth City, MO 63045

636-939-1622 Phone

636-939-1623 Fax

 

Confidentiality note:  This document and any attachments are
confidential and may be protected by legal privilege. If you are not the
intended recipient, be aware that any disclosure, copying, distribution
or use of this document or any attachment is prohibited. If you have
received this document in error, please notify us immediately by
returning it to the sender and destroying any copy.

 

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Keith Meyer
Sent: Wednesday, October 28, 2009 1:27 PM
To: otrs@otrs.org
Subject: [otrs] Triage a ticket

 

Hello,

 

I was wanting to know if there is a way to 'triage' a ticket so it would
require a person (manager, supervisor, etc) to approve it before it is
sent on to the agents?

 

 

Thank you,

Keith Meyer

-
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] Search by Ticket# fails

2009-10-28 Thread Anderson, Ken 
Using ver 2.3.4...

When I attempt to search by Ticket# only, I must first select a Search 
Template.  If I don't, I don't get any records back.

If I select a template, and then attempt to search by Ticket#, the return set 
should, but does not, return only that ticket.  It ignores the additional 
criteria that I specify.

What do I need to do to be able to search for just one ticket?

Thanks,
-Ken

Ken Anderson
Manager, Managed Services

OA Solutions
Victoria*Vancouver*Edmonton
tel. (250) 385-4333 x219
fax. (250) 483-3380
ken.ander...@oasolutions.ca
www.oasolutions.ca

Please note that effective October 1, 2009 OA Solutions' Victoria Office has 
moved. Our new address is:
200 - 702 Fort Street
Victoria, BC  V8W 1H2

-
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] Triage a ticket

2009-10-28 Thread Keith Meyer 
Hello,

I was wanting to know if there is a way to 'triage' a ticket so it would 
require a person (manager, supervisor, etc) to approve it before it is sent on 
to the agents?


Thank you,
Keith Meyer
-
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] The end (for pending tickets) is near!

2009-10-28 Thread Ove Vogel 

Hi!

Hope this is a simple one but I cannot figure out any solution myself.

I want to create a reminder ticket for when a certificate expires but 
the range for the dates seems to be stuck in ancient times.


The pending page allows me to set a pending date in the previous century 
but it would be a bit more meaningful to be able to set it in the 
future. The range ends 2010-12-31 and my certificate expires in 2012.


Any hints how i adjust the range for the dates for pending tickets?

Ove Vogel

-
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] otrs on linux, database on MSSQL: Data source name not found, and no default driver specified

2009-10-28 Thread Leonardo Certuche 
Hello list,

This is my firt attempt to connect to a MSSQL database from linux so please
be patient

Our client wants OTRS 2.4.5 on linux but its database on Microsoft SQL
Server.

I first tried with fedora 11 in which I got install_driver(ODBC) failed so I
tried with opensuse 10.3 in which I installed the following packages:
perl-DBI-1.58-17
perl-DBD-ODBC-1.14-13
unixODBC-2.2.12-55

Then I modified my Config.pm file with the instructions provided in
http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=121

After that, I ran /opt/otrs/bin/CheckDB.pl, its output is the following:

DBI connect('driver={SQL
Server};Server=10.1.1.44,1433;database=DB_Otrs;uid=App_otrs;pwd=pd0tr&228;','otrs',...)
failed: [unixODBC][Driver Manager]Data source name not found, and no default
driver specified (SQL-IM002)(DBD: db_login/SQLConnect err=-1) at
/opt/otrs/Kernel/System/DB.pm line 214
ERROR: OTRS-CheckDB-10 Perl: 5.8.8 OS: linux Time: Wed Oct 28 07:14:01 2009

 Message: [unixODBC][Driver Manager]Data source name not found, and no
default driver specified (SQL-IM002)(DBD: db_login/SQLConnect err=-1)

 Traceback (17481):
   Module: Kernel::System::DB::new (v1.105.2.1) Line: 188
   Module: CheckDB.pl (v1.22) Line: 53

No database connect!

Any help is much appreciated.

Thanks in advance,

Leonardo Certuche
-
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 Sync Does NOT work! v2.4

2009-10-28 Thread Rory 
It looks like your details from the ldap tree are not being copied to
your OTRS DB.
Here's my config for LDAP on 2.4 which successfully authenticates
users from Active Directory to OTRS

# LDAP Authentication Options
$Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP';
$Self->{'AuthModule::LDAP::Host'} = 'host.example.com';
$Self->{'AuthModule::LDAP::BaseDN'} = 'dc=example, dc=com';
$Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName';
$Self->{'AuthModule::LDAP::UserAttr'} = 'DN';

# This is the user that is used to run LDAP queries as.
$Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=OTRS
Administrator,CN=Users,DC=example,DC=com';
$Self->{'AuthModule::LDAP::SearchUserPw'} = 'PassW0rd';

# LDAP Auth DB sync options. This copys the data from LDAP to the OTRS DB
$Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP';
$Self->{'AuthSyncModule::LDAP::Host'} = 'ldap://host.example.com/';
$Self->{'AuthSyncModule::LDAP::BaseDN'} = 'dc=example, dc=com';
$Self->{'AuthSyncModule::LDAP::UID'} = 'sAMAccountName';
$Self->{'AuthSyncModule::LDAP::SearchUserDN'} = 'CN=OTRS
Administrator,CN=Users,DC=example,DC=com';
$Self->{'AuthSyncModule::LDAP::SearchUserPw'} = 'PassW0rd';
$Self->{'AuthSyncModule::LDAP::UserSyncMap'} = {
# DB -> LDAP
UserFirstname => 'givenName',
UserLastname  => 'sn',
UserEmail => 'mail',
};


Try that on your system and see if it works for you.

Rory
--
Support my 365 Challenge in aid of the Irish Cancer Society

www.365challenge.ie



2009/10/28 Josh Higgins :
> Agent LDAP Sync doesn't appear to work at all in OTRS 2.4! This worked
> great in 2.3, but appears completely broken in 2.4, even when following
> the *exact* sample config shown in the admin book, or using a known-good
> configuration that worked in 2.3.
>
> After upgrading to 2.4, new users are not able to log. They get the
> error:
> Panic, user authenticated but no user data can be found in OTRS DB!!
> Perhaps the user is invalid.
>
>
> I've seen others post on the list with similar errors, and none of those
> problems were resolved to my knowledge.
>
> Users: Do NOT upgrade to OTRS 2.4 if you use LDAP sync for agents,
> because it will not work no one will help you!
>
> OTRS STAFF --  IF THIS IS BROKEN PLEASE LET US KNOW!! Or give us some
> info to help troubleshoot or debug the problem.
>
>
> Does anyone know if the old LDAP module from 2.3 can be used with 2.4?
>
>
>
> Thanks,
> Josh Higgins
> -
> 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] LDAP Sync Does NOT work! v2.4

2009-10-28 Thread Josh Higgins 
Agent LDAP Sync doesn't appear to work at all in OTRS 2.4! This worked
great in 2.3, but appears completely broken in 2.4, even when following
the *exact* sample config shown in the admin book, or using a known-good
configuration that worked in 2.3.

After upgrading to 2.4, new users are not able to log. They get the
error:
Panic, user authenticated but no user data can be found in OTRS DB!!
Perhaps the user is invalid.


I've seen others post on the list with similar errors, and none of those
problems were resolved to my knowledge.   

Users: Do NOT upgrade to OTRS 2.4 if you use LDAP sync for agents,
because it will not work no one will help you!

OTRS STAFF --  IF THIS IS BROKEN PLEASE LET US KNOW!! Or give us some
info to help troubleshoot or debug the problem. 


Does anyone know if the old LDAP module from 2.3 can be used with 2.4?



Thanks,
Josh Higgins
-
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] Ticket Templates

2009-10-28 Thread Jason Dupuy 
We use a Outlook templates for some help-desk emails.
Is there a way to make different templates for the front-end users?
Something like a pull-down, to select a certain ticket/template?

Jason Dupuy
IT Manager
Global Products Inc.
Earth City, MO 63045
636-939-1622 Phone
636-939-1623 Fax

Confidentiality note:  This document and any attachments are confidential and 
may be protected by legal privilege. If you are not the intended recipient, be 
aware that any disclosure, copying, distribution or use of this document or any 
attachment is prohibited. If you have received this document in error, please 
notify us immediately by returning it to the sender and destroying any copy.


-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Peter 
Beckman
Sent: Tuesday, October 27, 2009 8:41 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] New to OTRS

On Tue, 27 Oct 2009, Jason Dupuy wrote:

> Still working on the specifics but I'm stumbling on the email settings.
> I'm just about ready to go into production, but confused about the 
> email settings.

  Why are you sending out emails with the technicians email address?  If
  people email help.d...@xxx.com, you should reply from help.d...@xxx.com.
  As long as the client replies with the ticket number in tact (which they
  mostly do), you can have the ticket locked to the technician who last
  responded.

  The technician should NOT reply to the client from their own email client,
  if you want OTRS involved in everything.  The reason: the replies are sent
  directly to the customer from the email client, and not stored in OTRS,
  thus minimizing the value of OTRS: keeping a record of all communication
  with the customer.

  Process flow:

 1. Customer emails help.d...@xxx.com
 2. OTRS pulls it in
 3. Technicians LOG INTO OTRS ON THE WEB after getting email
notifications to their individual accounts
 4. If the ticket is locked to them or is a reply, it will be in the
"Requiring Response" section of the Dashboard.  If not, it will be
in the "new ticket" section
 5. They click on it, read it, then compose (click empty message by
default) IN OTRS a reply.  This reply will go out as
"From: help.d...@xxx.com"
 6. Customer replies go to help.d...@xxx.com
 7. OTRS will store a copy, as well as lock the ticket (by default 3
days I think) to the responder.  If the customer responds in that
time, the ticket is locked to that tech.  If after 3 days, any tech
can pick up the ticket and respond, as well as see the entire
history of that ticket, regardless of who responded.


> Am I making sense at all?

  No. :-)

---
Peter Beckman  Internet Guy
beck...@angryox.com http://www.angryox.com/
---
-
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] OTRS Stats - Excluding Time Duration in X State?

2009-10-28 Thread Marco Vannini 
Yeah I know... it was just a quick and dirty solution... then... I don't
have statements ready but I know that everything may exists in
ticket_history table

There you have to link ticked_id, queue_id and state_id with your desired
filter and compute results...


On Wed, Oct 28, 2009 at 1:37 PM, Emma Williams wrote:

>  Hi Marco,
>
> Thanks for your reply, but this format doesn't give me a way to calculate
> time spent in each state. Plus I was really hoping to avoid reliance on
> excel and/or manual number crunching.
>
> Emma
>
> >>> Marco Vannini  28 October 2009 11:52 >>>
> Hi,
>
> For some statistics I've started to use the search function with the option
> "Result Form" to csv so my managers can manipulate data with their loved
> excel. This could help you ?
>
> MV
>
>
>
> On Wed, Oct 28, 2009 at 11:47 AM, Emma Williams 
> wrote:
>
>>  Does anyone know of a way to exclude any period that a ticket is in a
>> Pending state (or any other defined state), when running a Resolution Time
>> report?
>>  Ideally, we would like to be able to do this using the Stats module
>> within OTRS, but failing that is there another method using SQL?
>>
>> =
>> MSX International | Global Provider of Outsourced Integrated Business
>> Solutions @ www.msxi-euro.com
>>
>> This email and any files transmitted with it are confidential and intended
>> solely for the use of the individual
>> or entity to whom they are addressed. This message contains confidential
>> information and is intended only
>> for the individual named. If you are not the named addressee you should
>> not disseminate, distribute or copy
>> this e-mail. Please notify the sender immediately by e-mail and delete
>> this e-mail from your system. If you
>> are not the inte nded recipient you are notified that disclosing, copying,
>> distributing or taking any action in
>> reliance on the contents of this information is strictly prohibited.
>>
>> Warning: Although MSX International has taken reasonable precautions to
>> ensure no viruses are present
>> in this email, the company cannot accept responsibility for any loss or
>> damage arising from the use
>> of this email or attachments. We do not accept or send attachments of the
>> type exe, vbs, scr or bat due to
>> the increased virus risk they contain. These types of attachments will be
>> stripped from the message.
>> =
>> Company Registration Numbers:
>>
>> UK, Ireland, Finland, Norway & Denmark - 1949542
>> Germany & Switzerland - HRB 29505
>> Germany Techservices - HRB 55978
>> Sweden - 516402-6832
>> Sweden AB - 556616-3431
>> Belgium - N.N.: 0851 412 550
>> Netherlands - 30210212
>> Austria - FN 287492H
>> Spain -
>> Italy - 12764340159
>> France - 444 713 986 00032
>> Ireland Technical Training Academy - 808746972
>> Czechia - C 119617
>>
>> -
>> 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/
>>
>
>
> == ===
>
> MSX International | Global Provider of Outsourced Integrated Business
> Solutions @ www.msxi-euro.com
>
> This email and any files transmitted with it are confidential and intended
> solely for the use of the individual
> or entity to whom they are addressed. This message contains confidential
> information and is intended only
> for the individual named. If you are not the named addressee you should not
> disseminate, distribute or copy
> this e-mail. Please notify the sender immediately by e-mail and delete this
> e-mail from your system. If you
> are not the intended recipient you are notified that disclosing, copying,
> distributing or taking any action in
> reliance on the contents of this information is strictly prohibited.
>
> Warning: Although MSX International has taken reasonable precautions to
> ensure no viruses are present
> in this email, the company cannot accept responsibility for any loss or
> damage arising from the use
> of this email or attachments. We do not accept or send attachments of the
> type exe, vbs, scr or bat due to
> the increased virus risk they contain. These types of attachments will be
> stripped from the message.
> =
> Company Registration Numbers:
>
> UK, Ireland, Finland, Norway & Denmark - 1949542
> Germany & Switzerland - HRB 29505
> Germany Techservices - HRB 55978
> Sweden - 516402-6832
> Sweden AB - 556616-3431
> Belgium - N.N.: 0851 412 550
> Netherlands - 30210212
> Austria - FN 287492H
> Spain -
> Italy - 12764340159
> France - 444 713 986 00032
> Ireland Technical Training Academy - 8

Re: [otrs] Dashboard: can't select filters for "Locked Tickets" or "My Queues", only "All"

2009-10-28 Thread Alexander Halle 

Chris Kurtz wrote :

OTRS 2.4.4, Centos 5.3, Apache 2. Behavior seen in Firefox on Linux and
Mac, and Safari on the Mac.

On the dashboard, I'm "locked" on displaying "All" for both New and Open
tickets. The "Locked Tickets" and the "My queues" links do nothing.


Hello Chris,

have you systems where it works ? For me it does. I use OTRS 2.4.4, 
OpenSuse 11.1, Apache 2, IE7 on Windows XP.


What is displayed if you use the filters ?

Regards

Alexander

--
radprax Gesellschaft fuer medizinische Versorgungszentren mbH,
Bergstr. 7 - 9, 42105 Wuppertal,
Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119
Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate 
Tewaag
Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264,  DE 814559152
Web: http://www.radprax.de


-
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] OTRS Stats - Excluding Time Duration in X State?

2009-10-28 Thread Emma Williams 
Hi Marco,
 
Thanks for your reply, but this format doesn't give me a way to calculate time 
spent in each state. Plus I was really hoping to avoid reliance on excel and/or 
manual number crunching.
 
Emma

>>> Marco Vannini  28 October 2009 11:52 >>>
Hi, 

For some statistics I've started to use the search function with the option 
"Result Form" to csv so my managers can manipulate data with their loved excel. 
This could help you ?

MV



On Wed, Oct 28, 2009 at 11:47 AM, Emma Williams  wrote:


Does anyone know of a way to exclude any period that a ticket is in a Pending 
state (or any other defined state), when running a Resolution Time report?
Ideally, we would like to be able to do this using the Stats module within 
OTRS, but failing that is there another method using SQL?

=
MSX International | Global Provider of Outsourced Integrated Business Solutions 
@ www.msxi-euro.com ( http://www.msxi-euro.com/ ) 

This email and any files transmitted with it are confidential and intended 
solely for the use of the individual 
or entity to whom they are addressed. This message contains confidential 
information and is intended only 
for the individual named. If you are not the named addressee you should not 
disseminate, distribute or copy 
this e-mail. Please notify the sender immediately by e-mail and delete this 
e-mail from your system. If you 
are not the intended recipient you are notified that disclosing, copying, 
distributing or taking any action in 
reliance on the contents of this information is strictly prohibited.

Warning: Although MSX International has taken reasonable precautions to ensure 
no viruses are present 
in this email, the company cannot accept responsibility for any loss or damage 
arising from the use 
of this email or attachments. We do not accept or send attachments of the type 
exe, vbs, scr or bat due to 
the increased virus risk they contain. These types of attachments will be 
stripped from the message.
=
Company Registration Numbers:

UK, Ireland, Finland, Norway & Denmark - 1949542
Germany & Switzerland - HRB 29505
Germany Techservices - HRB 55978
Sweden - 516402-6832 
Sweden AB - 556616-3431
Belgium - N.N.: 0851 412 550
Netherlands - 30210212
Austria - FN 287492H
Spain - 
Italy - 12764340159
France - 444 713 986 00032
Ireland Technical Training Academy - 808746972
Czechia - C 119617

-
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/ 




=
MSX International | Global Provider of Outsourced Integrated Business Solutions 
@ www.msxi-euro.com 
 
This email and any files transmitted with it are confidential and intended 
solely for the use of the individual 
or entity to whom they are addressed. This message contains confidential 
information and is intended only 
for the individual named. If you are not the named addressee you should not 
disseminate, distribute or copy 
this e-mail. Please notify the sender immediately by e-mail and delete this 
e-mail from your system. If you 
are not the intended recipient you are notified that disclosing, copying, 
distributing or taking any action in 
reliance on the contents of this information is strictly prohibited.
 
Warning: Although MSX International has taken reasonable precautions to ensure 
no viruses are present 
in this email, the company cannot accept responsibility for any loss or damage 
arising from the use 
of this email or attachments.  We do not accept or send attachments of the type 
exe, vbs, scr or bat due to 
the increased virus risk they contain.  These types of attachments will be 
stripped from the message.
=
Company Registration Numbers:

UK, Ireland, Finland, Norway & Denmark - 1949542
Germany & Switzerland - HRB 29505
Germany Techservices - HRB 55978
Sweden - 516402-6832 
Sweden AB - 556616-3431
Belgium - N.N.: 0851 412 550
Netherlands - 30210212
Austria - FN 287492H
Spain - 
Italy - 12764340159
France - 444 713 986 00032
Ireland Technical Training Academy - 808746972
Czechia - C 119617-
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] OTRS Stats - Excluding Time Duration in X State?

2009-10-28 Thread Marco Vannini 
Hi,

For some statistics I've started to use the search function with the option
"Result Form" to csv so my managers can manipulate data with their loved
excel. This could help you ?

MV



On Wed, Oct 28, 2009 at 11:47 AM, Emma Williams wrote:

>  Does anyone know of a way to exclude any period that a ticket is in a
> Pending state (or any other defined state), when running a Resolution Time
> report?
>
> Ideally, we would like to be able to do this using the Stats module within
> OTRS, but failing that is there another method using SQL?
>
> =
> MSX International | Global Provider of Outsourced Integrated Business
> Solutions @ www.msxi-euro.com
>
> This email and any files transmitted with it are confidential and intended
> solely for the use of the individual
> or entity to whom they are addressed. This message contains confidential
> information and is intended only
> for the individual named. If you are not the named addressee you should not
> disseminate, distribute or copy
> this e-mail. Please notify the sender immediately by e-mail and delete this
> e-mail from your system. If you
> are not the intended recipient you are notified that disclosing, copying,
> distributing or taking any action in
> reliance on the contents of this information is strictly prohibited.
>
> Warning: Although MSX International has taken reasonable precautions to
> ensure no viruses are present
> in this email, the company cannot accept responsibility for any loss or
> damage arising from the use
> of this email or attachments. We do not accept or send attachments of the
> type exe, vbs, scr or bat due to
> the increased virus risk they contain. These types of attachments will be
> stripped from the message.
> =
> Company Registration Numbers:
>
> UK, Ireland, Finland, Norway & Denmark - 1949542
> Germany & Switzerland - HRB 29505
> Germany Techservices - HRB 55978
> Sweden - 516402-6832
> Sweden AB - 556616-3431
> Belgium - N.N.: 0851 412 550
> Netherlands - 30210212
> Austria - FN 287492H
> Spain -
> Italy - 12764340159
> France - 444 713 986 00032
> Ireland Technical Training Academy - 808746972
> Czechia - C 119617
>
> -
> 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] OTRS Stats - Excluding Time Duration in X State?

2009-10-28 Thread Emma Williams 
Does anyone know of a way to exclude any period that a ticket is in a Pending 
state (or any other defined state), when running a Resolution Time report?
 
Ideally, we would like to be able to do this using the Stats module within 
OTRS, but failing that is there another method using SQL?


=
MSX International | Global Provider of Outsourced Integrated Business Solutions 
@ www.msxi-euro.com 
 
This email and any files transmitted with it are confidential and intended 
solely for the use of the individual 
or entity to whom they are addressed. This message contains confidential 
information and is intended only 
for the individual named. If you are not the named addressee you should not 
disseminate, distribute or copy 
this e-mail. Please notify the sender immediately by e-mail and delete this 
e-mail from your system. If you 
are not the intended recipient you are notified that disclosing, copying, 
distributing or taking any action in 
reliance on the contents of this information is strictly prohibited.
 
Warning: Although MSX International has taken reasonable precautions to ensure 
no viruses are present 
in this email, the company cannot accept responsibility for any loss or damage 
arising from the use 
of this email or attachments.  We do not accept or send attachments of the type 
exe, vbs, scr or bat due to 
the increased virus risk they contain.  These types of attachments will be 
stripped from the message.
=
Company Registration Numbers:

UK, Ireland, Finland, Norway & Denmark - 1949542
Germany & Switzerland - HRB 29505
Germany Techservices - HRB 55978
Sweden - 516402-6832 
Sweden AB - 556616-3431
Belgium - N.N.: 0851 412 550
Netherlands - 30210212
Austria - FN 287492H
Spain - 
Italy - 12764340159
France - 444 713 986 00032
Ireland Technical Training Academy - 808746972
Czechia - C 119617-
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] Queue Management

2009-10-28 Thread Денис Кирин 




28.10.2009 10:31, Денис Кирин пишет:

  
Hi all.
  
In Admin section - Queue Management- Escalation - First Response Time:
30 minutes ( Notify by 40%)
  
  What kind of Notify it means? It will be notify by Email or
another
way? 
(I did not received some notify...)
  
OTRS 2.4.5 under CentOS 5.4
  
Best Regards
Denis Kirin
  

-
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/

Excuse me. 
Resolved...
Read manual first... 




-
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 problem (Urgent)

2009-10-28 Thread Altangerel 

Maurer, Hermann wrote:

Hi,

sorry, I cannot help you with this issue, because our agents are using a SSO 
solution to login and therefore:
$Self->{'AuthModule'} = 'Kernel::System::Auth::HTTPBasicAuth';

What does ldapsearch say for agents, who can login and who cannot? Please use 
ldapsearch as with the same parameters (basedn etc.) as you are having in the 
configuration file.

  
LDAP search usually says authentication ok (saw from log). And find all 
data from AD.  But in next line, No user data!!! It seems OTRS cannot 
sync LDAP to local DB. Unfortunately, I don't know what wrong is.


-
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 problem (Urgent)

2009-10-28 Thread Maurer, Hermann 
Hi,

sorry, I cannot help you with this issue, because our agents are using a SSO 
solution to login and therefore:
$Self->{'AuthModule'} = 'Kernel::System::Auth::HTTPBasicAuth';

What does ldapsearch say for agents, who can login and who cannot? Please use 
ldapsearch as with the same parameters (basedn etc.) as you are having in the 
configuration file.

Mit freundlichen Grüßen / Kind Regards

Hermann Maurer
ITIS

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of 
Altangerel
Sent: Mittwoch, 28. Oktober 2009 09:33
To: User questions and discussions about OTRS.
Subject: Re: [otrs] LDAP authentication problem (Urgent)

Hi Maurer,

Thank  you for your reply :). I am using LDAP backend for customer users 
successfully too. My problem is in LDAP backend for agents. Some agents 
can log in OTRS successfully. LDAP search is working properly for some 
agents and OTRS stored user information on  local db. I've not seen any 
differences. Can you send me your configuration for agents?
I'm using perl-ldap package 0.39. Also my OTRS is running on FreeBSD.

BR,
Altangerel Ganbold

-
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 problem (Urgent)

2009-10-28 Thread Altangerel 

Hi Maurer,

Thank  you for your reply :). I am using LDAP backend for customer users 
successfully too. My problem is in LDAP backend for agents. Some agents 
can log in OTRS successfully. LDAP search is working properly for some 
agents and OTRS stored user information on  local db. I've not seen any 
differences. Can you send me your configuration for agents?

I'm using perl-ldap package 0.39. Also my OTRS is running on FreeBSD.

BR,
Altangerel Ganbold

Maurer, Hermann wrote:

Hi Altangerel,

we're using MS ADS (Windows 2003 servers) as LDAP backend for OTRS very successfully. I'm sending the appropriate section of our configuration, which we haven't have any problems yet with, like you described. 

   

Have you already searched with ldapsearch? Have you seen any differences between the data of users, who can be found and who cannot? 
Which perl-ldap package are you using? We're using 0.34.


Mit freundlichen Grüßen / Kind Regards
Hermann Maurer
-

  



-
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 problem (Urgent)

2009-10-28 Thread Maurer, Hermann 
Hi Altangerel,

we're using MS ADS (Windows 2003 servers) as LDAP backend for OTRS very 
successfully. I'm sending the appropriate section of our configuration, which 
we haven't have any problems yet with, like you described. 

$Self->{CustomerUser} = {
Name => 'LDAP Backend',
Module => 'Kernel::System::CustomerUser::LDAP',
Params => {
Host => 'mdname.firma.com',
BaseDN => 'dc=firma,dc=com',
SSCOPE => 'sub',
UserDN => 'domain\username',
UserPw => 'userpass',
AlwaysFilter => '(objectclass=user)',
Die => 1,
Params => {
 raw => qr/(?i:^jpegPhoto|;binary)/,
},
},
CustomerKey => 'cn',
CustomerID => 'mail',
CustomerUserListFields => ['cn', 'mail'],
CustomerUserSearchFields => ['cn', 'sn', 'mail'],
CustomerUserPostMasterSearchFields => ['mail', 'cn', 'sn'],
CustomerUserNameFields => ['givenname', 'sn'],
Map => [
[ 'UserSalutation', 'Title',  'title',   1, 0, 'var', 
'', 0 ],
[ 'UserFirstname',  'Firstname',  'givenname',   1, 1, 'var', 
'', 0 ],
[ 'UserLastname',   'Lastname',   'sn',  1, 1, 'var', 
'', 0 ],
[ 'UserLogin',  'Login',  'cn',  1, 1, 'var', 
'', 0 ],
[ 'UserEmail',  'Email',  'mail',1, 1, 'var', 
'', 0 ],
[ 'UserCustomerID', 'CustomerID', 'mail',0, 1, 'var', 
'', 0 ],
[ 'UserPhone',  'Phone',  'telephonenumber', 1, 0, 'var', 
'', 0 ],
[ 'UserAddress','Address','postaladdress',   1, 0, 'var', 
'', 0 ],
[ 'UserComment','Comment','description', 1, 0, 'var', 
'', 0 ],
[ 'UserLocation',   'Location',   'l',   1, 0, 'var', 
'', 0 ],
],
}; 

Have you already searched with ldapsearch? Have you seen any differences 
between the data of users, who can be found and who cannot? 
Which perl-ldap package are you using? We're using 0.34.

Mit freundlichen Grüßen / Kind Regards
Hermann Maurer
-
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] LDAP authentication problem (Urgent)

2009-10-28 Thread Altangerel 

Hi all,

Please help me with following problem. I've enabled LDAP authentication 
for agents. Some of our agents can access to OTRS properly, but some of 
them cannot access to it. Am sending log entries for that: Also there 
are 2 types of problem.


1. User authenticated but No user data.
Oct 28 14:58:19 otrs OTRS-CGI-10[58313]: 
[Notice][Kernel::System::Auth::LDAP::Auth] User: user_name 
(CN=user_name,OU=Internal,OU=DEP,OU=DIV,DC=xxx,DC=com) authentication ok 
(REMOTE_ADDR: 192.168.1.55).
Oct 28 14:58:19 otrs OTRS-CGI-10[58313]: 
[Notice][Kernel::System::User::GetUserData] Panic! No UserData for user: 
'user_name'!!!
Oct 28 14:58:19 otrs OTRS-CGI-10[58313]: 
[Error][Kernel::System::Auth::Sync::LDAP::Sync][Line:261]: Can't create 
user 'user_name' (CN=user_name,OU=Internal,OU=DEP,OU=DIV,DC=xxx,DC=com) 
in RDBMS!


I think OTRS copies and saves user data from LDAP when user logged into 
OTRS in first time. But in this case it cannot do that.



2. Cannot search thorough corresponding organizational unit.
Oct 28 11:09:19 otrs OTRS-CGI-10[57322]: 
[Notice][Kernel::System::Auth::LDAP::Auth] User: user_name 
(CN=USER_NAME,CN=Computers,DC=xxx,DC=com) authentication failed: 
'80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, 
data 52e, vece
Oct 28 11:09:19 otrs OTRS-CGI-10[57322]: 
[Error][Kernel::System::User::UserLookup][Line:696]: No UserID found for 
'user_name'!


OTRS should search thorough OUs but in this case it cannot. I've checked 
all data on AD and found no difference between users. So I do not figure 
out that why some search can go thorough OU (correct) some of them cannot.


I have to solve these problems urgently. Also I did not find anything to 
help for that. Please, help me guys.


--
Altangerel Ganbold


-
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] Queue Management

2009-10-28 Thread Денис Кирин 




Hi all.

In Admin section - Queue Management- Escalation - First Response Time:
30 minutes ( Notify by 40%)

What kind of Notify it means? It will be notify by Email or another
way? 
(I did not received some notify...)

OTRS 2.4.5 under CentOS 5.4

Best Regards
Denis Kirin


-
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/