Re: [otrs] R: Change Age in Ticket view

[Carlos Andres Gallego]

Hi Luca

 

This change Works thanks

 

My question is resolved.

 

Bye

 

Cordialmente

Carlos Andrés Gallego
Técnico Mesa de Ayuda
EMTELCO S.A. 
Tel: 389 70 61 - 389 70 00 Ext 14215
Cra 43A # 25 A 69
E-mail: cgalle...@emtelco.com.co  
Medellín - Colombia


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De: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] En nombre de Gatti Luca
Enviado el: Martes, 23 de Febrero de 2010 04:53 a.m.
Para: User questions and discussions about OTRS.
Asunto: [otrs] R: Change Age in Ticket view

 

Hi Carlos.

 

I modified CustomerStatusView.dtl: inside dtl:block:record comment out 

 

$QData{"Age","20"}

 

and insert

 

$TimeLong{"$Data{"Created"}"}

 

Bye

 

Luca

 

 

Da: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Per conto di Carlos 
Andres Gallego
Inviato: venerdì 19 febbraio 2010 21:22
A: User questions and discussions about OTRS.
Oggetto: [otrs] Change Age in Ticket view

 

Hi

 

It's posible change the Age in the CustomerTicketOverView, I like to see the 
creation time in this view.

 

Anyone can help me.

 

Thanks.

 

Cordialmente

Carlos Andrés Gallego
Analista Mesa de Ayuda
EMTELCO S.A. 
Tel: 389 70 61 - 389 70 00 Ext 14215
Cra 43A # 25 A 69
E-mail: cgalle...@emtelco.com.co mailto:cgalle...@emtelco.com.co> 
Medellín - Colombia

  



Luca Gatti
ICT System Administrator 

lga...@bindagroup.com
tel  +39 02 39245.380 
fax +39 02 39245.200

Via Montefeltro, 4 - 20156 Milano - Italy
bindagroup.com

   



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[otrs] Help needed in OTRS Notification

[Silver springs]

Hello,

 I have a question in OTRS Notification Event.

 Basically I have setup a Notification Event to send an email response to
the customer when ever a ticket is completed and closed by the system. My
company has about 4 domains which are setup with OTRS. Essentially, when any
customer's ticket in these 4 domains is closed, it should send a
notification to the customer and specify that particular domain to which the
customer is associated with.

So, my question here is how do I embed domain name in the notification event
text so that the customer receives a response to contact that particular
domain to which he is associated with.

Can anybody of you help me here . Your help is greatly appreciated.

Thanks
Winter
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[otrs] Customer LDAP Filter

[Broderick Wood]

I am trying to implement a filter for our setup.  The LDAP tree I have
access to for my customer base has a lot of non-person accounts but
this is easily masked out by verifying that the "mail" field is the
same as the UID+"@domain.com" so I am looking for something like the
following:

# Filter : This is not correct syntax but is the desired effect
#  $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} =
'(mail=uid"@mydomain.com")';

Suggestions?



-- 

Broderick Wood
HelpDesk Co-Ordinator
Technical Services Team
#205 Athabasca Hall
Department of Computer Science
The University of Alberta
Edmonton, AB
T6G 2E8
(780) 492-5018
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Re: [otrs] ERROR: syntax error at or near ")"

[ricky adney]

Hi,

I got this error when i added some system states to the database. The version 
of my OTRS is 2.4.7... 
I just added them with the INSERT INTO statements and didn't delete default 
states etc. Did i forget a step after adding the states to the database for 
example something i had to do in the config.pm file?

Thanks in advance.

Best regards,

Ricky
  
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[otrs] default agent list per queue

[patrick . dillon]

We are using OTRS 2.3.4 with ITSM 1.3 installed.   I see that on many of
our queues there will be 2 or 3 agents (out of a list of about 70) that
automatically appear in the short list for the owner selection field (in
the dropdown list) when creating a new incident ticket.

Does anyone know where this is controlled or how to modify the short list?
We can click on -All- and see the entire list, but I would like to be able
to control which agents appear in the short list for each queue.

Thanks,

Pat

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Re: [otrs] Active Directory extended

[Guillaume Rehm]

Hi Arnold,

I have configured my otrs to set relations between role and agent from 
my AD.
All my agents are member (or not) of AD groups (1 group = 1 OTRS role). 
And in config.pm I put to link role <-> agents to AD groups.


In this case, after create roles, queues, groups, in OTRS, I manage my 
agents rights in AD.


# AuthSyncModule::LDAP::UserSyncInitialGroups
 # (sync following group with rw permission after initial create of 
first agent login)


$Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [
'users',
];


$Self->{'AuthSyncModule::LDAP::UserSyncRolesDefinition'} = {
 # ldap group
 'cn=ADGroupForRole1,ou=OTRS,dc=domain,dc=local' => {
 # otrs role
 'OTRSRole1' => 1,
 },

 'cn=ADGroupForRole2,ou=OTRS,dc=domain,dc=local' => {
 # otrs role
 'OTRSRole2' => 1,
 }
};

See this from OTRS list: 
http://lists.otrs.org/pipermail/otrs/2009-November/029206.html


What do you mean by "relation between customer-user and company" ?

Hope this help.

Regards,




Le 23/03/2010 22:08, Arnold Ligtvoet a écrit :

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.
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Centre de Ressources Informatiques
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Bibliothèque Nationale et Universitaire de Strasbourg
5 rue du Maréchal Joffre
BP 51029
67070 Strasbourg

tél: 03 88 25 28 23
fax: 03 88 25 28 03
mail: guillaume.r...@bnu.fr
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Re: [otrs] Can OTRS use a proxy for the dashboard data?

[Paolo Epifani]

Hi Ralf,

Admin Interface -> SysConfig -> Framework -> Core::WebUserAgent -> 
WebUserAgent::Proxy


- Paolo

- Original Message - 
From: "Ralf Hildebrandt" 
To: 
Sent: Wednesday, March 24, 2010 11:09 AM
Subject: [otrs] Can OTRS use a proxy for the dashboard data?


> The dashboard contains:
> 
> Can't connect to: http://otrs.org/product.xml (500 Can't connect to 
> otrs.org:80 (connect: timeout)) 
> 
> So, can OTRS use a proxy?
> 
> -- 
> Ralf Hildebrandt
>  Geschäftsbereich IT | Abteilung Netzwerk
>  Charité - Universitätsmedizin Berlin
>  Campus Benjamin Franklin
>  Hindenburgdamm 30 | D-12203 Berlin
>  Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962
>  ralf.hildebra...@charite.de | http://www.charite.de
> 
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> 
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Re: [otrs] Can OTRS use a proxy for the dashboard data?

[Ralf Hildebrandt]

* Martin Edenhofer :
> Hi Ralf,
> 
> yes you can! :)
> 
> Admin Interface -> SysConfig -> Framework -> Core::WebUserAgent -> 
> WebUserAgent::Proxy :)
> 
> PS: After you changed SysConfig, use bin/otrs.CacheDelete.pl (because 
> dashboard widgets are cached).

Thanks, it's working!

-- 
Ralf Hildebrandt
  Geschäftsbereich IT | Abteilung Netzwerk
  Charité - Universitätsmedizin Berlin
  Campus Benjamin Franklin
  Hindenburgdamm 30 | D-12203 Berlin
  Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962
  ralf.hildebra...@charite.de | http://www.charite.de

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Re: [otrs] Can OTRS use a proxy for the dashboard data?

[Martin Edenhofer]

Hi Ralf,

yes you can! :)

Admin Interface -> SysConfig -> Framework -> Core::WebUserAgent -> 
WebUserAgent::Proxy :)

PS: After you changed SysConfig, use bin/otrs.CacheDelete.pl (because dashboard 
widgets are cached).

 -Martin

On 24.03.2010, at 06:09, Ralf Hildebrandt wrote:

> The dashboard contains:
> 
> Can't connect to: http://otrs.org/product.xml (500 Can't connect to 
> otrs.org:80 (connect: timeout)) 
> 
> So, can OTRS use a proxy?
> 
> -- 
> Ralf Hildebrandt
>  Geschäftsbereich IT | Abteilung Netzwerk
>  Charité - Universitätsmedizin Berlin
>  Campus Benjamin Franklin
>  Hindenburgdamm 30 | D-12203 Berlin
>  Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962
>  ralf.hildebra...@charite.de | http://www.charite.de
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[otrs] Can OTRS use a proxy for the dashboard data?

[Ralf Hildebrandt]

The dashboard contains:

Can't connect to: http://otrs.org/product.xml (500 Can't connect to otrs.org:80 
(connect: timeout)) 

So, can OTRS use a proxy?

-- 
Ralf Hildebrandt
  Geschäftsbereich IT | Abteilung Netzwerk
  Charité - Universitätsmedizin Berlin
  Campus Benjamin Franklin
  Hindenburgdamm 30 | D-12203 Berlin
  Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962
  ralf.hildebra...@charite.de | http://www.charite.de

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Re: [otrs] ERROR: syntax error at or near ")"

[Guillaume Rehm]

Hi,

Do you have this error after a modification of Config.opm ? In this 
case, maybe, you forgot a ; !

When do you have this error ? Always ? after which actions ?

What is your OTRS version ?

Le 23/03/2010 18:37, ricky adney a écrit :

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/


/
/

/
/



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--
Guillaume REHM
Centre de Ressources Informatiques
Responsable Sécurité du Système d'Information (RSSI)

Bibliothèque Nationale et Universitaire de Strasbourg
5 rue du Maréchal Joffre
BP 51029
67070 Strasbourg

tél: 03 88 25 28 23
fax: 03 88 25 28 03
mail: guillaume.r...@bnu.fr
web: http://www.bnu.fr

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[otrs] Errors since added new pending auto state

[Holly . Avramovic]

Hi fellow OTRS users and devs,

Since we added a new pending auto state called "pending auto open" we get 
allot of errors in our log as below. Does any of you have an idea what is 
causing this and what a possible solution could be? Thanks in advance.

[Tue Mar 23 14:10:50 
2010][Error][Kernel::System::Ticket::TicketSearch][4761] You have an error 
in your SQL syntax; check the manual that corresponds to your MySQL server 
version for the right syntax to use near ')  AND st.ticket_lock_id IN (2) 
AND st.user_id IN (4) AND sq.group_id IN (1, 2, ' at line 1, SQL: 'SELECT 
DISTINCT st.id, st.tn, st.until_time FROM ticket st, queue sq  WHERE sq.id 
= st.queue_id AND st.ticket_state_id IN (  )  AND st.ticket_lock_id IN (2) 
AND st.user_id IN (4) AND sq.group_id IN (1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 
11, 12)  AND st.ticket_state_id IN (10)  AND st.until_time <= 1269349790 
ORDER BY st.until_time DESC LIMIT 10'
[Tue Mar 23 14:10:50 
2010][Error][Kernel::System::Ticket::TicketSearch][4761] You have an error 
in your SQL syntax; check the manual that corresponds to your MySQL server 
version for the right syntax to use near ')  AND sq.group_id IN (1, 2, 3, 
4, 5, 6, 7, 8, 9, 10, 11, 12)  AND st.ticket_sta' at line 1, SQL: 'SELECT 
DISTINCT count(*) FROM ticket st, queue sq  WHERE sq.id = st.queue_id AND 
st.ticket_state_id IN (  )  AND sq.group_id IN (1, 2, 3, 4, 5, 6, 7, 8, 9, 
10, 11, 12)  AND st.ticket_state_id IN (10)  AND st.until_time <= 
1269349790 LIMIT 1'
[Tue Mar 23 14:10:50 
2010][Error][Kernel::System::Ticket::TicketSearch][4761] You have an error 
in your SQL syntax; check the manual that corresponds to your MySQL server 
version for the right syntax to use near ')  AND st.ticket_lock_id IN (2) 
AND st.user_id IN (4) AND sq.group_id IN (1, 2, ' at line 1, SQL: 'SELECT 
DISTINCT count(*) FROM ticket st, queue sq  WHERE sq.id = st.queue_id AND 
st.ticket_state_id IN (  )  AND st.ticket_lock_id IN (2) AND st.user_id IN 
(4) AND sq.group_id IN (1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12)  AND 
st.ticket_state_id IN (10)  AND st.until_time <= 1269349790 LIMIT 1'
[Tue Mar 23 14:10:50 
2010][Error][Kernel::System::Ticket::TicketSearch][4761] You have an error 
in your SQL syntax; check the manual that corresponds to your MySQL server 
version for the right syntax to use near ')  AND st.queue_id IN (99) 
AND sq.group_id IN (1, 2, 3, 4, 5, 6, 7, 8, 9, 10' at line 1, SQL: 'SELECT 
DISTINCT count(*) FROM ticket st, queue sq  WHERE sq.id = st.queue_id AND 
st.ticket_state_id IN (  )  AND st.queue_id IN (99) AND sq.group_id IN 
(1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12)  AND st.ticket_state_id IN (10) 
AND st.until_time <= 1269349790 LIMIT 1'
[Tue Mar 23 14:10:50 
2010][Error][Kernel::System::Ticket::TicketSearch][4761] You have an error 
in your SQL syntax; check the manual that corresponds to your MySQL server 
version for the right syntax to use near ')  AND st.responsible_user_id IN 
(4) AND sq.group_id IN (1, 2, 3, 4, 5, 6, 7, 8,' at line 1, SQL: 'SELECT 
DISTINCT count(*) FROM ticket st, queue sq  WHERE sq.id = st.queue_id AND 
st.ticket_state_id IN (  )  AND st.responsible_user_id IN (4) AND 
sq.group_id IN (1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12)  AND 
st.ticket_state_id IN (10)  AND st.until_time <= 1269349790 LIMIT 1'
[Tue Mar 23 14:10:50 
2010][Error][Kernel::System::Ticket::TicketSearch][4761] You have an error 
in your SQL syntax; check the manual that corresponds to your MySQL server 
version for the right syntax to use near ')  AND sq.group_id IN (1, 2, 3, 
4, 5, 6, 7, 8, 9, 10, 11, 12)  AND tw.user_id IN' at line 1, SQL: 'SELECT 
DISTINCT count(*) FROM ticket st, queue sq , ticket_watcher tw  WHERE 
sq.id = st.queue_id AND st.id = tw.ticket_id AND st.ticket_state_id IN ( ) 
 AND sq.group_id IN (1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12)  AND 
tw.user_id IN (4) AND st.ticket_state_id IN (10)  AND st.until_time <= 
1269349790 LIMIT 1'
[Tue Mar 23 14:10:51 
2010][Error][Kernel::System::Ticket::TicketSearch][4761] You have an error 
in your SQL syntax; check the manual that corresponds to your MySQL server 
version for the right syntax to use near ')  AND sq.group_id IN (1, 2, 3, 
4, 5, 6, 7, 8, 9, 10, 11, 12)  AND st.ticket_sta' at line 1, SQL: 'SELECT 
DISTINCT st.id, st.tn, st.until_time FROM ticket st, queue sq  WHERE sq.id 
= st.queue_id AND st.ticket_state_id IN (  )  AND sq.group_id IN (1, 2, 3, 
4, 5, 6, 7, 8, 9, 10, 11, 12)  AND st.ticket_state_id IN (10)  AND 
st.until_time >= 1269348951 ORDER BY st.until_time ASC LIMIT 25'


Holly Avramovic
Customer Service

Checkpoint Systems
Akkermansbeekweg 12
7061 ZA, Terborg
The Netherlands
Tel: +31 (0)315 39 5928
holly.avramo...@eur.checkpt.com
www.checkpointsystems.com

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