[otrs] Does OTRS support Active Directory + User Principal Name logon?
Hi, is it possible to use UPN account (firstname.lastn...@domainmailto:firstname.lastn...@domain) instead of sAMAccount when using Active Directory authentication? Does OTRS support that? And if it does, whatkind of configuration changes it requires comparing to sAMAccount logon? Thanks for your information. - Vesa - 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] Stat Report fields
Hi List, Do we have a provision to add new fields in Stat for reporting .For example in my case I need to have 1) A report to show all stages of a particular ticket.Can i add a new field for ticket. 2) A report to show percentage wise distribution of tickets based on priorities Also what does following all Dynamic objects specifies 1) TicketAccountedTime 2) TicketList 3) TicketResolutionResponseTime 4) TicketAccumulation -- Regards, Manish Ramteke - 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] RemoteHelp / Simple Help (logging time to a ticket)
Hello, I'm trying to find a solution to log the time that was spent during a remote access. anyone has an idea how to do this? i'll explain in more detail. - Customer opens a ticket requesting a remote help (via simple help plugin) - Employee takes over the pc for about 10 min I want to know if you're able to write this to the database of to another ticket so i can query upon this to bill : ) Thanks in advance! - 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] Survey
Thank you for your info, where do I create the survey, I.e. add the questions to ask? Thanks Rosanna -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Alexander Halle Sent: 22 March 2010 15:38 To: User questions and discussions about OTRS. Subject: Re: [otrs] Survey Marretta, Rosanna wrote : How do I use the survey tool? Hi Rosanna, AFAIR the survey module automatically sends a questionnaire to a customer if he has closed a ticket and hasn't received a questionnaire within a defined time interval. So you have to define a questionnaire and set the time interval via SysConfig and then you have to wait. Additionally you could use a test system, set the interval very low and then open and close a ticket with you as a customer so you get to see the survey immediately. This is what I did because I also missed some more documentation. The module is great but I eventually uninstalled it because you can't send questionairies manually. 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 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] Can't post forms - really strange problem
Hi there, I'm having a really strange problem with otrs. I'll try and describe the simptoms: Otrs is installed on http://192.168.1.73/otrs/index.pl There is a port forward on our router to access it externally through http://external_ip/otrs/index.pl On some workstations I can access the whole system just fine. On some other workstations I can access the system, login, view tickets etc... But I just can't submit any forms. For example, if I try to set a note on a ticket, or reply to a ticket or forward a ticket, etc when i clock the submit button the system just timeouts after a while. If I watch the apache log as I'm clicking the submit or Send mail button I get no log activity. Stranger thing is: on these computers that have this problem, if I access it through the external ip, everything works fine. Unfortunately we won't be keeping the external access and all i wanted was really to access it through the internal ip without these weird issues. Any ideas? I think I've tried just about anything. There was this post a few years ago on this mailing list with a similar problem: http://lists.otrs.org/pipermail/otrs/2008-June/023664.html Unfortunately there is no resolution or hints on what can be wrong on that thread. Thanks Luís Gomes - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Customer module and viruses
Hi there, Before deploying the customer module to our external customers, a security question has done a little splash ... What happen if a customer sends a file containing a virus? Is there a way to link an antivirus to the Customer Module? Any answers welcome Cheers Philippe Philippe Martignier Communications Division Customer Service Section Email : philippe.martign...@wipo.intmailto:philippe.martign...@wipo.int Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using. - 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] Can't post forms - really strange problem
Luís Gomes wrote : [...] Any ideas? I think I've tried just about anything. [...] Hi Luís, the faulty workstations should have something in common which explains the error. I would guess something with the connection, for example another router, subnet or proxy than the other workstations. Check the login messages in your OTRS log for similiarities or use a proxy to see what URL your workstations really access. 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] Can't post forms - really strange problem
sure, but isn't it strange that the problematic workstation can access the system just fine and do everything except for posting forms? otrs log doesn't log anything and neither does apache2 log when I click the submit buttons. On Tue, Mar 23, 2010 at 4:28 PM, Alexander Halle ahalle-o...@radprax.dewrote: Luís Gomes wrote : [...] Any ideas? I think I've tried just about anything. [...] Hi Luís, the faulty workstations should have something in common which explains the error. I would guess something with the connection, for example another router, subnet or proxy than the other workstations. Check the login messages in your OTRS log for similiarities or use a proxy to see what URL your workstations really access. 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 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] Survey
Marretta, Rosanna wrote : Thank you for your info, where do I create the survey, I.e. add the questions to ask? Hi Rosanna, I'm sorry, I don't remember the steps but it was straightforward to use and easy to find. To start there should be a new survey icon in the toolbar. 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] Can't post forms - really strange problem
Luís Gomes wrote : sure, but isn't it strange that the problematic workstation can access the system just fine and do everything except for posting forms? otrs log doesn't log anything and neither does apache2 log when I click the submit buttons. Hi Luís, I can only make a guess, I think they try to access a different URL when posting the form than when showing tickets and so on. For example using the internal IP, instead of the external or opposite. This would explain the timeouts and the missing log entries. Please examine which URLs are really accessed. 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] Can't post forms - really strange problem
I agree that it does indeed looks like a network/routing problem but i tried everything i remembered to try and solve it. The forms otrs uses all have action=/otrs/index.pl therefore if I'm accessing the system through the internal ip it should translate into posting the form to http://internal_ip/otrs/index.pl and that is correct! Except it doesn't. Now if I just type http://internal_ip/otrs/index.pl on the browsers url bar i can access the system just fine. It looks like it just can't use POST to access it. I'm loosing my mind with this! On Tue, Mar 23, 2010 at 4:56 PM, Alexander Halle ahalle-o...@radprax.dewrote: Luís Gomes wrote : sure, but isn't it strange that the problematic workstation can access the system just fine and do everything except for posting forms? otrs log doesn't log anything and neither does apache2 log when I click the submit buttons. Hi Luís, I can only make a guess, I think they try to access a different URL when posting the form than when showing tickets and so on. For example using the internal IP, instead of the external or opposite. This would explain the timeouts and the missing log entries. Please examine which URLs are really accessed. 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 mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] ERROR: syntax error at or near )
Hi, In my system log I see the error error OTRS-CGI-10 ERROR: syntax error at or near )and i don't know where the problem is located, or where to begin. Can someone help me with this one. My system is running Freebsd and Postgresql. Best regards and thanks in advance, Ricky Adney _ Hotmail: gratis, betrouwbare e-mail met veel functies. https://signup.live.com/signup.aspx?id=60969- 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] Automatic CI export from CMDB on change
hi, We have defined devices at dhcp server in dhcpd.conf - this configuration set IP addressess based on Mac address to the devices in the network. Now we have imported all CI-s to the otrs and want to export automatically on every changes specific datas-triggering (device name, mac address and, IP address) and then restart the dhcp server. How we should run export to a specific ranges - CI - if a specific changes happened ? (API, or triggering a function, etc...) Norbert Bede (nbe222) - 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] Survey
Hi Maretta, Please take a look at http://bigunix.blogspot.com/2009/07/otrs-how-survey-module-works.html Leonardo Certuche On 23 March 2010 11:46, Alexander Halle ahalle-o...@radprax.de wrote: Marretta, Rosanna wrote : Thank you for your info, where do I create the survey, I.e. add the questions to ask? Hi Rosanna, I'm sorry, I don't remember the steps but it was straightforward to use and easy to find. To start there should be a new survey icon in the toolbar. 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 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-web setting in conf files
I figured it out. I needed to add:
# Frontend::WebPath
# (URL base path of icons, CSS and Java Script.)
$Self-{'Frontend::WebPath'} = '/otrsnew-web/';
in Config.pm
-sharif
On Tue, Mar 23, 2010 at 2:52 PM, sharif islam sharif.is...@gmail.com wrote:
Hi,
I am testing a newer version of OTRS in the same machine that has the
current installation. Hence I created otrsnew.conf in httpd conf which
has:
ScriptAlias /otrsnew/ /otrsnew/bin/cgi-bin/
Alias /otrsnew-web/ /otrsnew/var/httpd/htdocs/
However, when I go to /otrsnew/index.pl and login, all my images and
css stylesheets are messed up. Looking at the source reveals that the
page is still pointing to otrs-web instead of otrsnew-web
!--stop MetaLink -- link rel=shortcut icon
href=/otrs-web/images/Standard/product.ico type=image/ico/ link
href=/otrs-web/css/Standard/agent.css rel=stylesheet
type=text/css/
Where else do I need to change the name?
thanks,
--sharif
-
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-web setting in conf files
Hi Sharif, Admin Interface - SysConfig - Framework - Core::Web - Frontend::WebPath -Martin On 23.03.2010, at 15:52, sharif islam wrote: Hi, I am testing a newer version of OTRS in the same machine that has the current installation. Hence I created otrsnew.conf in httpd conf which has: ScriptAlias /otrsnew/ /otrsnew/bin/cgi-bin/ Alias /otrsnew-web/ /otrsnew/var/httpd/htdocs/ However, when I go to /otrsnew/index.pl and login, all my images and css stylesheets are messed up. Looking at the source reveals that the page is still pointing to otrs-web instead of otrsnew-web !--stop MetaLink -- link rel=shortcut icon href=/otrs-web/images/Standard/product.ico type=image/ico/ link href=/otrs-web/css/Standard/agent.css rel=stylesheet type=text/css/ Where else do I need to change the name? thanks, --sharif - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Active Directory extended
Hi, I have a question about Active Directory and OTRS. Suppose I would want to control more via AD than 'just' logons. I would like to explore if it is possible to control the relation between a customer-user and a company and the relation between agents and queues in AD. Questions: - Is anyone aware of such a project? - Is there a specific snap-in for MMC users and computers that controls OTRS specific configs? - Better ideas? The reason to move this config to AD is that I want system admins to be able to control this data, without having to have access to OTRS (or knowledge of OTRS), plus I like to have all user related data in a singel location. Thanks, Arnold. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs-de] log/TicketCounter.log
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 hi! Ich habe seit gefühlten zwei Updates das Problem, dass sich der TicketCounter in unregelmäßigen Abständen zurücksetzt. Meine letzte Nr. war z.B. 17663. Darauf hin fangen die nächsten Tickets plötzlich bei 28 an. Setze ich den Wert wieder auf 17663 in der TicketCounter.log geht es eine Zeit lang gut und dann wird es plötzlich die 29. Gibt es irgendwo noch einen anderen Counter oder Variable, welche ich verändern muss, damit das Problem nicht mehr auftritt? Ich bin für alle Tipps dankbar ;) Vg, Patrick - -- ConnectingBytes GmbH - www.kambach.net | In der Steele 35, 40599 Düsseldorf, Germany | Telefon: 0800 / 900 2580 - 1, Fax: 0800 / 900 2580 - 2 | Email: pkamb...@kambach.net | Web: http://www.kambach.net | | Geschäftsführer: Patrick Kambach | Amtsgericht Düsseldorf, HRB 60009 | Ust-IdNr.: DE815028832, Steuernummer: 106/5736/0037 -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.7 (MingW32) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/ iD8DBQFLqKswCIR+kawbQF0RAgbqAKDEg4CIejgcr2/PeU77gag36TD17ACgtDEk FBXNPrS8DWy/eIKMErNF2Fc= =Si1D -END PGP SIGNATURE- - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
