Re: [otrs] Bad for OTRS community? - was: Re: OTRS::CiCS for OTRS 2.4.x
Frank Tailor wrote : [...] Yes. Contribution/backport, that's my point. Why not contributing to OTRS it self (because most of the changes related to OTRS base, not as a own extension with new functionality like OTRS::ITSM or OTRS Manager - by the way, which I really like :) ). [...] Well, I'm not really sure if this form of contribution isn't already done. BTW, there are several contributions from cape IT members to the mailing list :) Perhaps the bugs are fixed under another name or by other members of cape IT. If not this would be counterproductive since OTRS is the basis of CiCS. So a bug would either also bother CiCS users or cape IT would have to release a fixed CiCS version every time a new OTRS version is published because of the unfixex OTRS basis. And perhaps the offered CiCS modules apart from CiCS itself are compatible with a normal OTRS installation. Regarding the features of CiCS itself it would certainly be great to backport some of them to OTRS but IMHO no one expects this from open source authors. IMHO bug fixing is obligatory and backporting is voluntary regarding fairness. Perhaps Torsten can comment the bug fixing and backporting. 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] Automatically send list of all open tickets everyday
Otrs User wrote : Is it possible that OTRS will send all the open tickets (pending tickets) everyday in night to list of e-mail ID. Hello Rupa, with the stats module you can create a list of tickets matching your filter criteria. As an output format you can choose a csv file. Since one can run a statistic also via an included script you can automate this process and so realize your wish. The stats module is explained in the admin manual, but one needs some time and tries to successfully create the wanted results. The mentioned script should AFAIR be mkStats.pl in /opt/otrs/bin/ . 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] Bad for OTRS community? - was: Re: OTRS::CiCS for OTRS 2.4.x
Hi Alex, On Sun, Dec 13, 2009 at 1:07 AM, Alexander Halle wrote: > OTRS::CiCS is an add-on to OTRS, like OTRS::ITSM or OTRS Manager. Users are > informed of this for example in the manual and they can donwload the CiCS > code under GPL license. Did you know this already ? Yes, I recognized this. > > So can you clarify why you do not contribute your modifications to the > > OTRS project? > [...] > > Do you mean backporting features to OTRS or did you mean the point > discussed above ? > Yes. Contribution/backport, that's my point. Why not contributing to OTRS it self (because most of the changes related to OTRS base, not as a own extension with new functionality like OTRS::ITSM or OTRS Manager - by the way, which I really like :) ). In other point of view, isn't the goal to get OTRS it self forward by contributing back to the OTRS project? Just my 2 cents, Frank --- OTRS fan since 2003 --- - 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] Bad for OTRS community? - was: Re: OTRS::CiCS for OTRS 2.4.x
Hi Frank, I don't really see the point of your post. Torsten has developed an extension to Otrs. The extension is downloadable and released under Gpl, so there is no such thing as just him selling it. Contributing to open source projects can be done in a number of ways, where fixing bugs is only one. In my view there is nothing wrong with developing an extension to Otrs, especially when it is released under Gpl. Over time the extension *could* become so big that it is incorporated into the main trunk, or not. The fact that companies are buildin extensions and selling these is only good. It stimulates further enhancements in Otrs and the use of Otrs. Arnold On 13 dec 2009, at 00:30, Frank Tailor wrote: Hi Torsten, I don't know how feel about your posting. I really like open source software and the was how it grows and how a community is working on it. But your posting and your OTRS::CiCs seems to brake the idea of a open source community. I did some research on bugs.otrs.org and I was thinking why you do _not_ contribute your ideas and changes as patches as everyone else is doing it? The reason why you should do this this way is to improve OTRS it self. This is the life cycle how an open source projects works. It seems that you do modifications to OTRS and just sell it as your own (which is really _not_ the intention of open source). So can you clarify why you do not contribute your modifications to the OTRS project? Feedback would be really welcome! Frank --- happy OTRS user since 2003 --- On Sat, Dec 12, 2009 at 9:03 PM, Sarper SARIDAL > wrote: This is a great development.. I have one question.. I have a localized version ? Did anyone installed this package and had any issues ? Regards, Sarper On Sat, Dec 12, 2009 at 12:46 PM, Torsten Thau > wrote: -BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Hi list, after a long waiting time an some (IE-specific) bugfixes, OTRS::CiCS(::ITSM) is finally available for download for OTRS 2.4.x: http://www.cape-it.de (section "downloads") You may have a look at our demo system (http://demo-otrs.cape- it.de/) to get an idea of the following feature/improvement list: #-- - - - improved layout for customer ticket overview - - improved layout handle for linked objects in simple view - - improved handle for building TicketFreeTime-fields - - added auto complete function in AgentCustomerHistory - - added further configurable search fields in AgentCustomerHistory - - added features in AgentTicketBulk (e.g. type, queue default selection) - - addded navigation bar in AgentTicketCompose, -Forward, -Bounce - - added CustomerTab to AgentTicketCompose, -Forward, -Move - - added ACL-support for ticket type selections in AgentTicketEmail, AgentTicketPhone - - added default ticket type in AgentTicketEmail, AgentTicketPhone - - added sort option (by title) in several ticket views - - improved style of notify messages in the navbar section - - improved follow up-layout for CustomerTicketZoom - - OutOfOfficeSubstitute function in AgentPreferences - - position of ticket number in email subject is configurable - - renewed display of ticket search (better overview) - - renewed display of ticket zoom (configurable) - - renewed display of ticket overviews (mailbox, queueviews, etc.) - - renewed display of agent preferences - - improved display of customer ticket message - - changed layout for warning sites - - added script for simple management of queues, groups and roles based on CSV-file - - configurable customer message body as known from agent interface - - configurable TicketStateWorkflow (ACLs) - allows state workflows depending on ticket type starting with ticket creation - - DocumentLink integrated in OTRS-link structure (LinkObject 'Document') - DocumentLink offers some basic features known from DMS - users may change file names - links will not be lost - users may move files to other directories - links will not be lost - a more detailed permission concept (groups to directories) - does not require web-accessible document share anymore (but a mounted FS) #-- - regards, T. - -- Torsten Thau, Dipl. Inform. - 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 informa
Re: [otrs] Bad for OTRS community? - was: Re: OTRS::CiCS for OTRS 2.4.x
Frank Tailor wrote : [...] It seems that you do modifications to OTRS and just sell it as your own (which is really _not_ the intention of open source). Hello Frank, OTRS::CiCS is an add-on to OTRS, like OTRS::ITSM or OTRS Manager. Users are informed of this for example in the manual and they can donwload the CiCS code under GPL license. Did you know this already ? > So can you clarify why you do not contribute your modifications to the > OTRS project? [...] Do you mean backporting features to OTRS or did you mean the point discussed above ? 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/
[otrs] Bad for OTRS community? - was: Re: OTRS::CiCS for OTRS 2.4.x
Hi Torsten, I don't know how feel about your posting. I really like open source software and the was how it grows and how a community is working on it. But your posting and your OTRS::CiCs seems to brake the idea of a open source community. I did some research on bugs.otrs.org and I was thinking why you do _not_ contribute your ideas and changes as patches as everyone else is doing it? The reason why you should do this this way is to improve OTRS it self. This is the life cycle how an open source projects works. It seems that you do modifications to OTRS and just sell it as your own (which is really _not_ the intention of open source). So can you clarify why you do not contribute your modifications to the OTRS project? Feedback would be really welcome! Frank --- happy OTRS user since 2003 --- On Sat, Dec 12, 2009 at 9:03 PM, Sarper SARIDAL wrote: > This is a great development.. > > I have one question.. > > I have a localized version ? > > Did anyone installed this package and had any issues ? > > Regards, > > Sarper > > On Sat, Dec 12, 2009 at 12:46 PM, Torsten Thau wrote: > >> -BEGIN PGP SIGNED MESSAGE- >> Hash: SHA1 >> >> Hi list, >> >> after a long waiting time an some (IE-specific) bugfixes, >> OTRS::CiCS(::ITSM) is finally available for download for OTRS 2.4.x: >> >> http://www.cape-it.de (section "downloads") >> >> You may have a look at our demo system (http://demo-otrs.cape-it.de/) to >> get an idea of the following feature/improvement list: >> >> >> #--- >> - - improved layout for customer ticket overview >> >> - - improved layout handle for linked objects in simple view >> >> - - improved handle for building TicketFreeTime-fields >> >> - - added auto complete function in AgentCustomerHistory >> >> - - added further configurable search fields in AgentCustomerHistory >> >> - - added features in AgentTicketBulk (e.g. type, queue default selection) >> >> - - addded navigation bar in AgentTicketCompose, -Forward, -Bounce >> >> - - added CustomerTab to AgentTicketCompose, -Forward, -Move >> >> - - added ACL-support for ticket type selections in AgentTicketEmail, >> AgentTicketPhone >> >> - - added default ticket type in AgentTicketEmail, AgentTicketPhone >> >> - - added sort option (by title) in several ticket views >> >> - - improved style of notify messages in the navbar section >> >> - - improved follow up-layout for CustomerTicketZoom >> >> - - OutOfOfficeSubstitute function in AgentPreferences >> >> - - position of ticket number in email subject is configurable >> >> - - renewed display of ticket search (better overview) >> >> - - renewed display of ticket zoom (configurable) >> >> - - renewed display of ticket overviews (mailbox, queueviews, etc.) >> >> - - renewed display of agent preferences >> >> - - improved display of customer ticket message >> >> - - changed layout for warning sites >> >> - - added script for simple management of queues, groups and roles based >> on CSV-file >> >> - - configurable customer message body as known from agent interface >> >> - - configurable TicketStateWorkflow (ACLs) - allows state workflows >> depending on ticket type starting with ticket creation >> >> - - DocumentLink integrated in OTRS-link structure (LinkObject 'Document') >> - DocumentLink offers some basic features known from DMS >>- users may change file names - links will not be lost >>- users may move files to other directories - links will not be lost >>- a more detailed permission concept (groups to directories) >>- does not require web-accessible document share anymore (but a >> mounted FS) >> >> #--- >> >> >> regards, T. >> >> - -- >> Torsten Thau, Dipl. Inform. >> > - 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] Decision functionality for customer user
Norbert Bede schrieb: Could somebody tell me, how can I activate decision for customer user ? Hello Norbert, if the action AgentTicketDecision is missing in your agent interface then please tell us some details about your installation. If you mean, that you would like this action to be available in the customer interface then the answer is that this is AFAIK not implemented. For example there exists no CustomerTicketDecision.dtl and no Customer::Agent::Ticket::ViewDecision. 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] (no subject)
Hi Chris, Actually, this would not be too difficult to implement. With use of ACLs to hide/show options depending of the status this can be reached. I would advise you though to first try to draw the process and the status changes, make sure it works OK for you and then try to implement it in OTRS. ((enjoy)) - Michiel Beijen R&D OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Germany T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial register: 10751, Tax ID: 003 240 97505 Chairman of the Board: Burchard Steinbild, Managing Board: André Mindermann (CEO), Martin Edenhofer CU@ CeBIT 2010 in Hannover (Germany) and get to know more about OTRS at booth no. C37, in hall 2 from March 2-6, 2010! http://bit.ly/7uyQfY On Thu, Dec 10, 2009 at 11:11 PM, Chris Johnson wrote: > Greetings, > > > > I’m fairly new to OTRS, so excuse the newbie questions and all, and please > point me to some specific examples, if already out there. > > > > Our CEO has been impressed with our IT groups use of OTRS as a ticketing > system for a couple of years now (OTRS 2.2.X). We use it pretty simply out > of the box, without any real modification and fiddling (all agents and > customers are internal so everybody authenticates from our LDAP/AD). He > really likes that it has automated messages back to the customer letting > them know of state changes, owner changes, etc… He’d like to go and > implement this in regards to our service department. The catch is that they > want to go and have special “States” that a ticket (service request) goes > though, with notifications on each of those, and possibly auto triggers > pushing the ticket along to the next state. For example, we’d have > something like this: > > > > · Service Ticket Issued > > · Service Ticket Updated - Parts Shipment > > · Service Ticket Updated - Repair Scheduled > > · Service Ticket Updated - Repair Rescheduled > > · Service Ticket Completed - Parts Delivered > > · Service Ticket Completed - Repair Completed > > > > Now, I know that I can go and update states, via: > > > > http://doc.otrs.org/2.4/en/html/x1989.html > > > > And that’s great and all, but going a bit beyond that, I’m perplexed. What > I’d like to see is a “Order Parts” button or dropdown somewhere, which would > then put the ticket into a “Parts Ordered” state, then a “Shipped Parts” > which would put the ticket into a “Parts Shipped” state, etc…. I’ve set up > a new system, loaded OTRS 2.4.5 on it, and am trying to see about that > configuration. Any help or pointers in the right direction would be GREATLY > appreciated. > > > > Thanks! > > Chris Johnson > IT Manager > > Technogym USA > 830 4th Ave South, Suite 300 | Seattle, WA 98134 > > Toll Free: (800) 804-0952 x 332 | Phone: (206) 623-1488 x 332 > Mobile: (206) 245-6648 | Fax: (206) 623-1898 > Email: cjohn...@technogymusa.com | www.technogymusa.com > > [image: VISIO The NEW way to engage and interact with your members] > > Please visit our website for information on our Wellness Solutions at > http://www.technogymusa.com > > Disclaimer: 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 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. Any views or > opinions presented are solely those of the author and do not necessarily > represent those of the company. > > > - > 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] Next ticket state -> closed successful -- on first response on ticket.
Hi Chris, I'm afraid it's not that odd at all, it's a know error in 2.4.5 (luckily with a known solution too...) see http://bugs.otrs.org/show_bug.cgi?id=4433 Just replace Kernel/Modules/AgentTicketCompose.pm with the new revision: 1.81.2.3 http://source.otrs.org/viewvc.cgi/otrs/Kernel/Modules/AgentTicketCompose.pm?revision=1.81.2.3&view=co ((enjoy)) - Michiel Beijen R&D OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Germany T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial register: 10751, Tax ID: 003 240 97505 Chairman of the Board: Burchard Steinbild, Managing Board: André Mindermann (CEO), Martin Edenhofer CU@ CeBIT 2010 in Hannover (Germany) and get to know more about OTRS at booth no. C37, in hall 2 from March 2-6, 2010! bit.ly/7uyQfY On Sat, Dec 12, 2009 at 11:23 AM, Torsten Thau wrote: > -BEGIN PGP SIGNED MESSAGE- > Hash: SHA1 > > Hi Chris, > > Chris Johnson schrieb: > > Greetings, > > > > I have an odd thing happening... I have tickets coming into my queue just > fine via email, but when someone goes to respond to the ticket for the first > time, the Next Action State is set to "closed successful". Now, if I go and > change it to "open" then it stays open for all subsequent updates until I > specifically choose to set the next ticket state to closed, or click the > close button. I'd like to NOT have the first update in the ticket be > automatically sent to Next ticket state of Closed. What is the most likely > cause and solution? > > > > sounds odd. Though a view questions before - doy you respond by phone or > by email-template. > > => if you mean responding via phone, please check SysConfig > "Ticket::Frontend::AgentTicketPhoneOutbound###State". > > => if you mean responding via email/answer template please check > SysConfig "Ticket::Frontend::AgentTicketCompose###StateDefault". > > In both configurations should be state values which are valid and not > prevented by an ACL. > > > regards, T. > > - -- > Torsten Thau, Dipl. Inform. > c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz > phone: +49 371 5347 623 > cell: +49 176 66 680 680 > personal pgp-key: 0x93E0A174 > fax: +49 371 5347 625 > http://www.cape-it.de > -BEGIN PGP SIGNATURE- > Version: GnuPG v1.4.9 (GNU/Linux) > > iEYEARECAAYFAksjbyYACgkQvXo8m5PgoXSkiACfbQiNcHc7uano3wnfQwvnCzz5 > GLMAoIRf7yEJLGwU7nj30uXKeoQTs3ar > =F9FS > -END PGP SIGNATURE- > - > 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] OTRS::CiCS for OTRS 2.4.x
This is a great development.. I have one question.. I have a localized version ? Did anyone installed this package and had any issues ? Regards, Sarper On Sat, Dec 12, 2009 at 12:46 PM, Torsten Thau wrote: > -BEGIN PGP SIGNED MESSAGE- > Hash: SHA1 > > Hi list, > > after a long waiting time an some (IE-specific) bugfixes, > OTRS::CiCS(::ITSM) is finally available for download for OTRS 2.4.x: > > http://www.cape-it.de (section "downloads") > > You may have a look at our demo system (http://demo-otrs.cape-it.de/) to > get an idea of the following feature/improvement list: > > > #--- > - - improved layout for customer ticket overview > > - - improved layout handle for linked objects in simple view > > - - improved handle for building TicketFreeTime-fields > > - - added auto complete function in AgentCustomerHistory > > - - added further configurable search fields in AgentCustomerHistory > > - - added features in AgentTicketBulk (e.g. type, queue default selection) > > - - addded navigation bar in AgentTicketCompose, -Forward, -Bounce > > - - added CustomerTab to AgentTicketCompose, -Forward, -Move > > - - added ACL-support for ticket type selections in AgentTicketEmail, > AgentTicketPhone > > - - added default ticket type in AgentTicketEmail, AgentTicketPhone > > - - added sort option (by title) in several ticket views > > - - improved style of notify messages in the navbar section > > - - improved follow up-layout for CustomerTicketZoom > > - - OutOfOfficeSubstitute function in AgentPreferences > > - - position of ticket number in email subject is configurable > > - - renewed display of ticket search (better overview) > > - - renewed display of ticket zoom (configurable) > > - - renewed display of ticket overviews (mailbox, queueviews, etc.) > > - - renewed display of agent preferences > > - - improved display of customer ticket message > > - - changed layout for warning sites > > - - added script for simple management of queues, groups and roles based > on CSV-file > > - - configurable customer message body as known from agent interface > > - - configurable TicketStateWorkflow (ACLs) - allows state workflows > depending on ticket type starting with ticket creation > > - - DocumentLink integrated in OTRS-link structure (LinkObject 'Document') > - DocumentLink offers some basic features known from DMS >- users may change file names - links will not be lost >- users may move files to other directories - links will not be lost >- a more detailed permission concept (groups to directories) >- does not require web-accessible document share anymore (but a > mounted FS) > > #--- > > > regards, T. > > - -- > Torsten Thau, Dipl. Inform. > c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz > phone: +49 371 5347 623 > cell: +49 176 66 680 680 > personal pgp-key: 0x93E0A174 > fax: +49 371 5347 625 > http://www.cape-it.de > -BEGIN PGP SIGNATURE- > Version: GnuPG v1.4.9 (GNU/Linux) > > iEYEARECAAYFAksjdGwACgkQvXo8m5PgoXSIkQCfUcLc0zSOO8kGaJKnTImfTUd8 > U1sAn2UT+mzqSc+9WNx6LjrJn8mqYrs9 > =+ypF > -END PGP SIGNATURE- > - > 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::CiCS for OTRS 2.4.x
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Hi list, after a long waiting time an some (IE-specific) bugfixes, OTRS::CiCS(::ITSM) is finally available for download for OTRS 2.4.x: http://www.cape-it.de (section "downloads") You may have a look at our demo system (http://demo-otrs.cape-it.de/) to get an idea of the following feature/improvement list: #--- - - improved layout for customer ticket overview - - improved layout handle for linked objects in simple view - - improved handle for building TicketFreeTime-fields - - added auto complete function in AgentCustomerHistory - - added further configurable search fields in AgentCustomerHistory - - added features in AgentTicketBulk (e.g. type, queue default selection) - - addded navigation bar in AgentTicketCompose, -Forward, -Bounce - - added CustomerTab to AgentTicketCompose, -Forward, -Move - - added ACL-support for ticket type selections in AgentTicketEmail, AgentTicketPhone - - added default ticket type in AgentTicketEmail, AgentTicketPhone - - added sort option (by title) in several ticket views - - improved style of notify messages in the navbar section - - improved follow up-layout for CustomerTicketZoom - - OutOfOfficeSubstitute function in AgentPreferences - - position of ticket number in email subject is configurable - - renewed display of ticket search (better overview) - - renewed display of ticket zoom (configurable) - - renewed display of ticket overviews (mailbox, queueviews, etc.) - - renewed display of agent preferences - - improved display of customer ticket message - - changed layout for warning sites - - added script for simple management of queues, groups and roles based on CSV-file - - configurable customer message body as known from agent interface - - configurable TicketStateWorkflow (ACLs) - allows state workflows depending on ticket type starting with ticket creation - - DocumentLink integrated in OTRS-link structure (LinkObject 'Document') - DocumentLink offers some basic features known from DMS - users may change file names - links will not be lost - users may move files to other directories - links will not be lost - a more detailed permission concept (groups to directories) - does not require web-accessible document share anymore (but a mounted FS) #--- regards, T. - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 fax: +49 371 5347 625 http://www.cape-it.de -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.9 (GNU/Linux) iEYEARECAAYFAksjdGwACgkQvXo8m5PgoXSIkQCfUcLc0zSOO8kGaJKnTImfTUd8 U1sAn2UT+mzqSc+9WNx6LjrJn8mqYrs9 =+ypF -END PGP SIGNATURE- - 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] SSO not working...
-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1
Hi Dave,
> I just found out that when i enable this rule the complete login is not
> working anymore. also manually it's now not possible to login.
>>>$Self->{'AuthModule'} = 'Kernel::System::Auth::HTTPBasicAuth';
>
I guess your LDAP-Authenticationbackend is also named
"$Self->{'AuthModule'}" (a few lines of your Config.pm would be helpful
to analyze the problem)? If so, activating HTTPBasicAuth disables
LDAP-Authentication. Using SSO via HTTPBasicAuth requires the user to be
authenticated BEFORE accessing ../otrs/index.pl. The authentication
needs to be done by the webserver before (e.g. by configuring the
webserver to to a basic auth agains a usr-password-file or an LDAP). But
then it's thejob of the webservers administrator to configure a working
authentication. The authentication itself is not done by OTRS then anymore.
However you can use more than one authentication backend. Just name your
LDAP-auth backend $Self->{'AuthModule1'} (and update all corresponding
config values as well). OTRS will check first for HTTPBasicAuth and if
this fails will offer you the possibility for a manual authentication.
> When i try to login automatically with SSO it's not working and the following
> entries are written in the log:
> Sat Dec 12 11:14:11 2009 error OTRS-CGI-10 Need UserLogin or
> UserID!
> Sat Dec 12 11:14:11 2009 notice OTRS-CGI-10 User: No
> $ENV{REMOTE_USER} or $ENV{HTTP_REMOTE_USER} !(REMOTE_ADDR: 10.20.203.100).
>
>
> When i try to login with my credentials username/password manually these
> lines are also logged,...
> Sat Dec 12 11:14:31 2009 error OTRS-CGI-10 Need UserLogin or
> UserID!
> Sat Dec 12 11:14:31 2009 notice OTRS-CGI-10 User: No
> $ENV{REMOTE_USER} or $ENV{HTTP_REMOTE_USER} !(REMOTE_ADDR: 10.20.203.100).
>
> When i disable the "$Self->{'AuthModule'} =
> 'Kernel::System::Auth::HTTPBasicAuth';" rule again i can login manually...
>
regards, T.
- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
personal pgp-key: 0x93E0A174
fax: +49 371 5347 625
http://www.cape-it.de
-BEGIN PGP SIGNATURE-
Version: GnuPG v1.4.9 (GNU/Linux)
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N78An2z0qZtl6aT+ofMenSAFPzgcnP1R
=iubk
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Re: [otrs] Next ticket state -> closed successful -- on first response on ticket.
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Hi Chris, Chris Johnson schrieb: > Greetings, > > I have an odd thing happening... I have tickets coming into my queue just > fine via email, but when someone goes to respond to the ticket for the first > time, the Next Action State is set to "closed successful". Now, if I go and > change it to "open" then it stays open for all subsequent updates until I > specifically choose to set the next ticket state to closed, or click the > close button. I'd like to NOT have the first update in the ticket be > automatically sent to Next ticket state of Closed. What is the most likely > cause and solution? > sounds odd. Though a view questions before - doy you respond by phone or by email-template. => if you mean responding via phone, please check SysConfig "Ticket::Frontend::AgentTicketPhoneOutbound###State". => if you mean responding via email/answer template please check SysConfig "Ticket::Frontend::AgentTicketCompose###StateDefault". In both configurations should be state values which are valid and not prevented by an ACL. regards, T. - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 fax: +49 371 5347 625 http://www.cape-it.de -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.9 (GNU/Linux) iEYEARECAAYFAksjbyYACgkQvXo8m5PgoXSkiACfbQiNcHc7uano3wnfQwvnCzz5 GLMAoIRf7yEJLGwU7nj30uXKeoQTs3ar =F9FS -END PGP SIGNATURE- - 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] SSO not working...
Hi Torsten,
Thanks for your email.
My Authentication needs to take place against the AD with LDAP.
This is working. When a user put in his/her credentials (just username without
domain) it's authenticated successfully against the AD, user can login and if
not yet created in local DB it's created and added to the group 'users'.
I just found out that when i enable this rule the complete login is not working
anymore. also manually it's now not possible to login.
>>$Self->{'AuthModule'} = 'Kernel::System::Auth::HTTPBasicAuth';
When i try to login automatically with SSO it's not working and the following
entries are written in the log:
Sat Dec 12 11:14:11 2009error OTRS-CGI-10 Need UserLogin or
UserID!
Sat Dec 12 11:14:11 2009notice OTRS-CGI-10 User: No
$ENV{REMOTE_USER} or $ENV{HTTP_REMOTE_USER} !(REMOTE_ADDR: 10.20.203.100).
When i try to login with my credentials username/password manually these lines
are also logged,...
Sat Dec 12 11:14:31 2009error OTRS-CGI-10 Need UserLogin or
UserID!
Sat Dec 12 11:14:31 2009notice OTRS-CGI-10 User: No
$ENV{REMOTE_USER} or $ENV{HTTP_REMOTE_USER} !(REMOTE_ADDR: 10.20.203.100).
When i disable the "$Self->{'AuthModule'} =
'Kernel::System::Auth::HTTPBasicAuth';" rule again i can login manually...
Thanks for your help.
Best,
Dave
On 12 dec 2009, at 10:41, Torsten Thau wrote:
> -BEGIN PGP SIGNED MESSAGE-
> Hash: SHA1
>
> Hi Dave,
>
>> LDAP is working and when i use a username without DOMAIN\ the user login is
>> successful.
>>
>> SSO is not working. When i add the following lines in my Config.pm for SSO
>>
>>$Self->{'AuthModule'} = 'Kernel::System::Auth::HTTPBasicAuth';
>>
>> Login failed. And following entries are written in the log.
>>
>> Sat Dec 12 10:07:02 2009 error OTRS-CGI-10 Need UserLogin or
>> UserID!
>> Sat Dec 12 10:07:02 2009 notice OTRS-CGI-10 User: No
>> $ENV{REMOTE_USER} or $ENV{HTTP_REMOTE_USER} !(REMOTE_ADDR: xxx.xxx.xxx.xxx).
>>
>> Does anyone have any idea what the problem can be..?
>>
>
>
> where does your authentication take place? Do you use some BasicAuth
> mechanism on the same webserver, in a way that the above mentioned
> environment variables are filled? It doesn't look like...
>
> regards, T.
>
>
> - --
> Torsten Thau, Dipl. Inform.
> c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
> phone: +49 371 5347 623
> cell: +49 176 66 680 680
> personal pgp-key: 0x93E0A174
> fax: +49 371 5347 625
> http://www.cape-it.de
> -BEGIN PGP SIGNATURE-
> Version: GnuPG v1.4.9 (GNU/Linux)
>
> iEYEARECAAYFAksjZSgACgkQvXo8m5PgoXQFPwCggyQ1auKHm9OV/bt/pcz3sPir
> QyoAn0uju4VaT47MozcDPiN4uJCdGfmm
> =oYA9
> -END PGP SIGNATURE-
> -
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Re: [otrs] Queue view on Dashboard
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Gerrit Tamboer schrieb: > Hello fellow OTRS'rs, > > I have a question. > By default the dashboard view for tickets have the following views: > - Reminder Tickets > - Escalated Tickets > - New Tickets > - Open Tickets / Need to be answered > > In our situation at our company it would be better is the dashboard had the > tickets devided by the queues, looking something like this: > - Raw > - Postmaster > - RandomQueue1 > - RandomQueue2 > etc, etc. > > Can anyone tell me how to get this done? this needs some corresponding dashboard plugins. You can develop them on yourself or ask for professional support (e.g. at OTRS or our company :-D): http://otrs.org/support/ But I think there's even a company in Norway. regards, T. - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 fax: +49 371 5347 625 http://www.cape-it.de -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.9 (GNU/Linux) iEYEARECAAYFAksjZ+cACgkQvXo8m5PgoXSP0wCeJzWZ+RaIm7o0yNqAvgj4NPMR dFgAnR3fnQ500SfEjiFyHgsKK2oQg2aE =aOvm -END PGP SIGNATURE- - 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] AdminPackage doesn't work
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Salut Thierry, > Hello, > >I'm currently running OTRS 2.3.4 on Ubuntu. > Since I've upgraded from 2.3.2 to 2.3.4 (via ubuntu standard package > upgrade), I don't have access to Package Admin. When I click on the link it > asks me to download index.pl. Any idea please ? > ...this is a problem on the Debian-/Ubuntu-package for OTRS. However, you can run the entire packagemanagaer functionality on a command line: /bin/opm.pl regards, T. - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 fax: +49 371 5347 625 http://www.cape-it.de -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.9 (GNU/Linux) iEYEARECAAYFAksjZzMACgkQvXo8m5PgoXQXhQCeN7co1wbXfp8VZVJyMZH5chVZ 2LgAni6mAqmVSbCxvM8L79Rv3l8tJ2eG =E6VQ -END PGP SIGNATURE- - 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] SSO not working...
-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1
Hi Dave,
> LDAP is working and when i use a username without DOMAIN\ the user login is
> successful.
>
> SSO is not working. When i add the following lines in my Config.pm for SSO
>
> $Self->{'AuthModule'} = 'Kernel::System::Auth::HTTPBasicAuth';
>
> Login failed. And following entries are written in the log.
>
> Sat Dec 12 10:07:02 2009 error OTRS-CGI-10 Need UserLogin or
> UserID!
> Sat Dec 12 10:07:02 2009 notice OTRS-CGI-10 User: No
> $ENV{REMOTE_USER} or $ENV{HTTP_REMOTE_USER} !(REMOTE_ADDR: xxx.xxx.xxx.xxx).
>
> Does anyone have any idea what the problem can be..?
>
where does your authentication take place? Do you use some BasicAuth
mechanism on the same webserver, in a way that the above mentioned
environment variables are filled? It doesn't look like...
regards, T.
- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
personal pgp-key: 0x93E0A174
fax: +49 371 5347 625
http://www.cape-it.de
-BEGIN PGP SIGNATURE-
Version: GnuPG v1.4.9 (GNU/Linux)
iEYEARECAAYFAksjZSgACgkQvXo8m5PgoXQFPwCggyQ1auKHm9OV/bt/pcz3sPir
QyoAn0uju4VaT47MozcDPiN4uJCdGfmm
=oYA9
-END PGP SIGNATURE-
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Re: [otrs] customer user login with email address
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Hi Norbert, > I want to setup otrs customer users ldap the next way: We want to login > on customer users interface with email address not with LDAP uid. > > user record in ou=People > uid=firstname.lastname,ou=People,dc=mycompany,dc=com > > email is: firstname.lastn...@mycompany.com > > so login will be: > login: firstname.lastn...@mycompany.com > password: *** > > > is there any possibilities to realise this ? what should be the best > approach ? ...just map the ldap-attribute email to UserLogin in your LDAP-configuration - that should work. regards, T. - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 fax: +49 371 5347 625 http://www.cape-it.de -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.9 (GNU/Linux) iEYEARECAAYFAksjZrkACgkQvXo8m5PgoXSyPgCfZT0gvwWExW3am8UgMEhuYFcp AEYAnRONZYfN/ysSnDm39l3szQoCdTcD =Vjqr -END PGP SIGNATURE- - 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 Expand View as Default Setting?
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Hi Gerrit, > Question, > Can I set the Expand View in Tickets as the default? SysConfig "Ticket::Frontend::ZoomExpand" - but it's a global, not a personal setting. regards, T. - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 fax: +49 371 5347 625 http://www.cape-it.de -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.9 (GNU/Linux) iEYEARECAAYFAksjZe4ACgkQvXo8m5PgoXSuNQCfZpsu/AS7Gi0j0KIlrWOFPBqW eFYAmwZJSOJ5AeYPsymK/O9KAFKeANDB =fNca -END PGP SIGNATURE- - 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] SSO not working...
Hi,
I'm running into a new problem :-(...
LDAP is working and when i use a username without DOMAIN\ the user login is
successful.
SSO is not working. When i add the following lines in my Config.pm for SSO
$Self->{'AuthModule'} = 'Kernel::System::Auth::HTTPBasicAuth';
Login failed. And following entries are written in the log.
Sat Dec 12 10:07:02 2009error OTRS-CGI-10 Need UserLogin or
UserID!
Sat Dec 12 10:07:02 2009notice OTRS-CGI-10 User: No
$ENV{REMOTE_USER} or $ENV{HTTP_REMOTE_USER} !(REMOTE_ADDR: xxx.xxx.xxx.xxx).
Does anyone have any idea what the problem can be..?
Thanks!
Best,
Dave-
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Re: [otrs] OTRS and Agent LDAP login
Hi All,
I found the problem . it should have been :
$Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [
'users',
];
Best,
Dave
On 11 dec 2009, at 12:40, Dave Lageweg wrote:
> Hi Rory,
>
> Thanks for you comments but that didn't helped.
>
> I have tried the following config:
>
>$Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = {
>'users'
>};
>
>$Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = 'users';
>
>$Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = {
>'users',
>};
>
> But all are not working... :-(
>
> Best,
> Dave
>
>
> On 11 dec 2009, at 12:25, Rory wrote:
>
>> Sorry, I should say that I'm talking about the comfig.pm parameter;
>>
>> 'users',
>>
>> should be just;
>>
>> 'users'
>>
>> All the best,
>> Rory
>> --
>> Support my 365 Challenge in aid of the Irish Cancer Society
>>
>> www.365challenge.ie
>>
>>
>>
>> 2009/12/11 Rory :
>>> I think it might simply be that you need to remove the comma before
>>> the closing bracket.
>>> I expect that because of the comma it is passing the data through as
>>> an array and doesn't like it.
>>>
>>> I hope that helps,
>>> Rory Clerkin
>>> --
>>> Support my 365 Challenge in aid of the Irish Cancer Society
>>>
>>> www.365challenge.ie
>>>
>>>
>>>
>>> 2009/12/11 Dave Lageweg :
Some more info (sorry it was line 279)
Here the code from LDAP.pm and line 279 in bold.
- -
if ($UserSyncInitialGroups) {
my %Groups = $Self->{GroupObject}->GroupList();
for ( @{$UserSyncInitialGroups} ) {
my $GroupID = '';
for my $GID ( keys %Groups ) {
if ( $Groups{$GID} eq $_ ) {
$GroupID = $GID;
}
}
next if !$GroupID;
$Self->{GroupObject}->GroupMemberAdd(
GID=> $GroupID,
UID=> $UserID,
Permission => { rw => 1, },
UserID => 1,
);
}
- -
Best,.
Dave
On 11 dec 2009, at 11:25, Dave Lageweg wrote:
Hi All,
I have setup LDAP for Agent login almost successfully.
Login is working but when i use this code in my config.pm to add the user
standard to the group users.
- -
$Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = {
'users',
};
- -
I receive the following error when a user tries to login for the first
time..
- -
Software Error:
Not an ARRAY reference at /opt/otrs//Kernel/System/Auth/Sync/LDAP.pm line
27
- -
IUser is created but not added to the group.
I'm using OTRS 2.4.5. does anyone have any idea what this could be?
Thanks!
Best,
Dave
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