Re: [otrs] Sort of ticket : how to identify phone tickets?
Thanks Anton, But I find that a bit strange, cause it is quite explicit how to create different types of ticket, the stats module should be able to provide this info ... in my point of view .) Cheers Philippe 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] customer ticket question
Maybe your agents have put the tickets in a queue where the customers don't have access? bests arthur On Fri, Apr 23, 2010 at 4:12 PM, Garren McKelvey gmckel...@roomlinx.comwrote: Hello, I’m trying to set up the customer login section of OTRS. I have customer accounts and I can log in with them. My concern is that they cannot see any agent created tickets. When agent tickets are made, the customerID code is put into the ticket automatically, and I have verified that the customerID code that is created and is accurate to the customer. But when I log in as the customer I can only see tickets that I created as the customer. Not as the agent. Does anyone have any idea what I may be doing wrong? -Garren McKelvey - 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/ -- cheers, arthur - 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 notification after creating ticket through web request
Maybe the ticket is not created in the same queue when you send a mail or when you create it with the web interface? If so, please check your auto-reply settings for both queues. These need to be set per queue. bests arthur On Fri, Apr 23, 2010 at 4:25 PM, Erik van Ast erik.van@suzohapp.nlwrote: Dear all, We have set up OTRS 2.4.7 on Open Suse 11 and everything seems to work fine, except for one thing. When a customer creates a new ticket by sending an email to our OTRS system, the customer gets a confirmation email with the Ticket# and the new ticket is created by the system (we as agents also get an email). When the customer however creates a new ticket by using the customer.pl website, the ticket is created, but the agent and the customer don’t receive a notification of the new ticket by email. Does anyone have an idea? Kind regards, Erik - 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/ -- cheers, arthur - 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] How to upgrade from OTRS 2.2.7 to 2.4 ?
Hi, I'm working on ubuntu 8.04 with otrs 2.2.7. I would like to upgrade to otrs 2.4.Is it a batch file to do the upgrade or how to do this upgrade ? Thx Karl _ Surfez en toute sécurité: téléchargez Internet Explorer 8 http://www.microsoft.com/belux/fr/windows/internet-explorer/- 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] Problem sending mail
Hello All, I have this problem sending notifications, I present this error message: ERROR: OTRS-CGI-01 Perl: 5.8.8 OS: linux Time: Mon Apr 26 07:17:12 2010 Message: Can't connect to smtp.gmail.com: Operation now in progress! Traceback (1118): Module: Kernel::System::Email::SMTP::Send (v1.25) Line: 92 Module: Kernel::System::Email::Send (v1.64.2.1) Line: 690 Module: Kernel::Modules::AdminEmail::Run (v1.39) Line: 122 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.88) Line: 48 I am for thinking that not a problem of the configuration of OTRS, I think it is problem of Sendmail. I have redhat 5.5. Paul Roger. _ Connect to the next generation of MSN Messenger http://imagine-msn.com/messenger/launch80/default.aspx?locale=en-ussource=wlmailtagline- 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] [Apache error.log] reporting two Apache errors by default
hello,
just to report two things i've detected on 2.4.7 (tests site, Windows XP on
VMWare).
I've been looking the Apache part and was surprised to see a large error.log
file. Apart from messages coming from various tests, I had a lot of messages
like this :
· httpd.exe: Could not reliably determine the server's fully qualified
domain name, using blablabla
and like this :
· Use of uninitialized value $_ in -d at
C:/PROGRA~1/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4084.
The origin for the first one : the ServerName is not set in Apache's
httpd.conf. Just set it to a FQDN, an IP address or 'localhost' for testing.
The second error is explicit. I changed line 4083 in CGI.pm
(OTRS\StrawberryPerl\perl\lib), replacing
do {$TMPDIRECTORY = $_; last} if -d $_ -w _;
by
do {$TMPDIRECTORY = $_; last} if (defined $_) -d $_ -w _;
Cordialement, Best regards,
Florian HOUEL
Bâtissons ensemble vos systèmes d'informations . . .
53, Cours Romestang - 38200 VIENNE
Tél. : +33 (0)4 74 16 01 63 / +33 (0)6 72 00 16 45
Fax : +33 (0)4 74 16 18 66
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Re: [otrs] No notification after creating ticket through web
Dear mister de Pauw, Thank you for your reply. When I create a ticket from the customer website, the customer can choose in which queue it must be placed. At the moment we have 3 different queues. One main queue intended for all tickets to be placed in and 2 sub queues under the main queue. I want only the administrators to be able to move the tickets from the main queue to the sub queues. When I ask the customer to send an email to our OTRS system, a ticket is created, and the customer get's an email with the new ticket number and some info. That response comes from an auto response on the main queue (call it queue A) and the agent (me) also gets an email, but that email comes from the notification (en::Agent::NewTicket). When the customer however creates the ticket from the customer.pl website, it can choose which queue to place it in (I don't want that. How can I set-up that all new tickets from the website are automatically put in the main queue?). When it places it in the main queue, everything works fine, but if they put it in one of the sub queues (call it queue A1), the customer gets an auto response from that queue, but the agent gets no notification email. Does the en::Agent::NewTicket notification only work on the main queue and not on a sub queue? Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, Erik van Ast -Oorspronkelijk bericht- Van: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Namens otrs-requ...@otrs.org Verzonden: maandag 26 april 2010 14:00 Aan: otrs@otrs.org Onderwerp: otrs Digest, Vol 19, Issue 90 Send otrs mailing list submissions to otrs@otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-requ...@otrs.org You can reach the person managing the list at otrs-ow...@otrs.org When replying, please edit your Subject line so it is more specific than Re: Contents of otrs digest... Today's Topics: 1. Re: Sort of ticket : how to identify phone tickets? (Martignier, Philippe) 2. Re: customer ticket question (Arthur de Pauw) 3. Re: No notification after creating ticket through web request (Arthur de Pauw) -- Message: 1 Date: Mon, 26 Apr 2010 11:28:15 +0200 From: Martignier, Philippe philippe.martign...@wipo.int Subject: Re: [otrs] Sort of ticket : how to identify phone tickets? To: 'otrs@otrs.org' otrs@otrs.org Message-ID: 6f31dc7ebc4465428db5706f309dbb13065ad03...@iccv101c.gms02.unicc.org Content-Type: text/plain; charset=us-ascii Thanks Anton, But I find that a bit strange, cause it is quite explicit how to create different types of ticket, the stats module should be able to provide this info ... in my point of view .) Cheers Philippe 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. -- Message: 2 Date: Mon, 26 Apr 2010 12:04:18 +0200 From: Arthur de Pauw arthur.dep...@gmail.com Subject: Re: [otrs] customer ticket question To: User questions and discussions about OTRS. otrs@otrs.org Message-ID: r2yeb161f11004260304x25c45cc8x55e620ae635ce...@mail.gmail.com Content-Type: text/plain; charset=windows-1252 Maybe your agents have put the tickets in a queue where the customers don't have access? bests arthur On Fri, Apr 23, 2010 at 4:12 PM, Garren McKelvey gmckel...@roomlinx.comwrote: Hello, I?m trying to set up the customer login section of OTRS. I have customer accounts and I can log in with them. My concern is that they cannot see any agent created tickets. When agent tickets are made, the customerID code is put into the ticket automatically, and I have verified that the customerID code that is created and is accurate to the customer. But when I log in as the customer I can only see tickets that I created as the customer. Not as the agent. Does anyone have any idea what I may be doing wrong? -Garren McKelvey - 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/ -- cheers, arthur -- next part -- An HTML attachment was scrubbed... URL: http://lists.otrs.org/pipermail/otrs/attachments/20100426/479ba9b7/attachment-0001.html -- Message: 3
[otrs] OTRS 2.4.7 : .msg files linked in a e-mail becomes two attachments in a ticket
Hi there, I have a strange case, I receive mails with .msg files in attachment. Let's say I have one email with one .msg file it becomes two files in a ticket (attachment). One is text with no formatting, the other one is html (formatted). Any idea how to have only one file? Many thanks, 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/
[otrs] Can agent change the status of a pending ticket to open?
Hi all, Can agent change the status of a pending ticket to open? I can NOT find any action in agent ticket zoom in page to change the status of a pending ticket (status: pending reminder, pending close+ or pending close-) to open. Per the original OTRS ticket status design, which action is agent supposed to take when pending time of a pending reminder ticket has been reached? What is the expected next status of a pending reminder ticket? Thank you! -- Best regards, Edmond Chan - 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 agent change the status of a pending ticket to open?
Edmond Chan wrote : Can agent change the status of a pending ticket to open? I can NOT find any action in agent ticket zoom in page to change the status of a pending ticket (status: pending reminder, pending close+ or pending close-) to open. Hello Edmond, we change the status manually by the add note mask or automatically by an generic agent. You can also change the status by other masks like priority if you have allowed this via SysConfig. Per the original OTRS ticket status design, which action is agent supposed to take when pending time of a pending reminder ticket has been reached? What is the expected next status of a pending reminder ticket? This is not defined, because it depends of your specific workflow. Usally the agents receive an email notification and then continue working on that ticket. We for example change the status automatically via a generic agent to open and change the queue when the pending time is reached. 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.: 132/5889/0264, 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 agent change the status of a pending ticket to open?
inserting an internal note you can change the next status of the ticket, doing this you can explain either why ... ;) For the second question I think that depends on your org. In my case, agents knows that they have to solecitate something to someone...In other case, otherwise we put them in auto close (+/-) HTH MV On Mon, Apr 26, 2010 at 4:49 PM, Edmond Chan ccedm...@gmail.com wrote: Hi all, Can agent change the status of a pending ticket to open? I can NOT find any action in agent ticket zoom in page to change the status of a pending ticket (status: pending reminder, pending close+ or pending close-) to open. Per the original OTRS ticket status design, which action is agent supposed to take when pending time of a pending reminder ticket has been reached? What is the expected next status of a pending reminder ticket? Thank you! -- Best regards, Edmond Chan - 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] How to upgrade from OTRS 2.2.7 to 2.4 ?
Hi, On 26.04.2010, at 13:54, Trasschaert Karl wrote: I'm working on ubuntu 8.04 with otrs 2.2.7. I would like to upgrade to otrs 2.4. Is it a batch file to do the upgrade or how to do this upgrade ? I recommend to download the latest stable version and to read the UPGRADE file in the root directory. Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - 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] Sort of ticket : how to identify phone tickets?
Hi, I also found myself stuck with the stats module. Sometimes is easier to write and SQL query, all interactions are stored in the article table, there is a field in that table called article_type_id, which refers to the article_type table, filtering with this criteria you'll know if it's a phone ticket or and email ticket. Making joined queries between article, ticket and ticket_history tables will allow you to get complete reports of your helpdesk Greetings, Leonardo Certuche www.itconsultores.com.co On 26 April 2010 04:28, Martignier, Philippe philippe.martign...@wipo.intwrote: Thanks Anton, But I find that a bit strange, cause it is quite explicit how to create different types of ticket, the stats module should be able to provide this info ... in my point of view .) Cheers Philippe 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/ - 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 agent change the status of a pending ticket to open?
Thanks Alexander and MV! On Mon, Apr 26, 2010 at 10:54 PM, Marco Vannini marco.vann...@gmail.comwrote: inserting an internal note you can change the next status of the ticket, doing this you can explain either why ... ;) For the second question I think that depends on your org. In my case, agents knows that they have to solecitate something to someone...In other case, otherwise we put them in auto close (+/-) HTH MV On Mon, Apr 26, 2010 at 4:49 PM, Edmond Chan ccedm...@gmail.com wrote: Hi all, Can agent change the status of a pending ticket to open? I can NOT find any action in agent ticket zoom in page to change the status of a pending ticket (status: pending reminder, pending close+ or pending close-) to open. Per the original OTRS ticket status design, which action is agent supposed to take when pending time of a pending reminder ticket has been reached? What is the expected next status of a pending reminder ticket? Thank you! -- Best regards, Edmond Chan - 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/ -- Best regards, Edmond Chan - 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] Services SLA´s für Kunden
Hallo Mailingliste, Wir haben in etwa 300 Kunden und wollen nun Services und SLA´s einführen. Wir haben diese bereits definiert und in OTRS eingepflegt. Leider können wir keine Services für eine gesamte Firma freigeben bzw. für eine Benutzer-Gruppe. Muss man wirklich alles Service an die Kunden selbst verteilen, also jedem Kunden muss per Hand ein Service zugewiesen werden? Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: m...@timocom.com Internet: www.timocom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489- 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/
Re: [otrs-de] Services SLA´s für Kunden
Hi, On 26.04.2010, at 12:02, Markus Moj wrote: Wir haben in etwa 300 Kunden und wollen nun Services und SLA´s einführen. Wir haben diese bereits definiert und in OTRS eingepflegt. Leider können wir keine Services für eine gesamte Firma freigeben bzw. für eine Benutzer-Gruppe. Muss man wirklich alles Service an die Kunden selbst verteilen, also jedem Kunden muss per Hand ein Service zugewiesen werden? im selben Dialog kannst Du einen Standard Service-Katalog hinterlegen. Der wird immer dann genommen wenn der Kundenbenutzer keinen expliziten Katalog zugewiesen bekommen hat. Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
[otrs-de] Fw: Benutzer soll Ticket NUR Lesen k önnen
Hallo Liste, keiner ne Idee? Grüße Tobias Siebert From: Tobias Siebert Sent: Saturday, April 24, 2010 6:05 PM To: otrs-de@otrs.org Subject: [otrs-de] Benutzer soll Ticket NUR Lesen können Hallo nochmal, was ich leider erst nun bemerkt habe: Der Benutzer sieht nun zwar die Tickets, aber verschieben kann er die Tickets nicht. Auch wenn er entsprechende move_into rechte für die queues hat. Er kriegt die Dropdown-Liste zum Verschieben gar nicht erst angezeigt und den Umweg über Ticket markieren Sammel-Aktion und dann eine neue Queue auswählen geht auch nicht, da gibts ne andre Fehlermeldung von wegen mind. 1 Ticket muss ausgewählt sein (obwohl es das ja war). Hast du / habt ihr da ne Idee? Danke Tobias Siebert From: Tobias Siebert Sent: Friday, April 23, 2010 8:10 PM To: User questions and discussions about OTRS.org in German Subject: Re: [otrs-de] Benutzer soll Ticket NUR Lesen können Hi Nils, genial ! Das funktioniert nun auch. Ich danke euch allen für die tatkräftige Unterstützung ! Schönen Abend und schönes Wochenende ! Tobias Siebert From: Nils Leideck - ITSM Sent: Friday, April 23, 2010 7:26 PM To: User questions and discussions about OTRS.org in German Subject: Re: [otrs-de] Benutzer soll Ticket NUR Lesen können Hi, On 23.04.2010, at 19:14, Tobias Siebert wrote: oh, jetzt seh ich das erst. Im Status View wird es angezeigt, ja. Aber was genau hat es kit der StatusView überhaupt auf sich ? Also darüber jetzt arbeiten geht schlecht, weil da auch gar nicht mit der Queue-Struktur gearbeitet wird, sondern die Tickets alle nacheinander einfach angezeigt werden, egal welche Queue. also funktioniert Dein Berechtigungskonzept so gesehen schon mal ... In der QueueView werden Standardmäßig nur die Tickets angezeigt auf die der Agent rw-Rechte hat. Das kannst Du über die SysConfig einstellen: Ticket - Frontend::Agent::Ticket::ViewQueue und hier dann Ticket::Frontend::AgentTicketQueue###ViewAllPossibleTickets auf Ja stellen ... voilá, alle Tickets sind in der QueueView zu sehen wenn Du ro auf die jeweilige Queue hast. Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - 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/ Emoticon3.gif- 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/
Re: [otrs-de] Benutzer soll Ticket NUR Lesen können
On 24.04.2010, at 18:05, Tobias Siebert wrote: Der Benutzer sieht nun zwar die Tickets, aber verschieben kann er die Tickets nicht. Auch wenn er entsprechende move_into rechte für die queues hat. Er kriegt die Dropdown-Liste zum Verschieben gar nicht erst angezeigt und den Umweg über Ticket markieren Sammel-Aktion und dann eine neue Queue auswählen geht auch nicht, da gibts ne andre Fehlermeldung von wegen mind. 1 Ticket muss ausgewählt sein (obwohl es das ja war). move_into bezieht sich auf die Zielqueue ... Du brauchst entweder das move recht, rw, oder Du musst Besitzer sein im verschieben zu können. Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - 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/
Re: [otrs-de] Benutzer soll Ticket NUR Lesen können
Hi, und wie gebe ich einem Benutzer dauerhaft Move recht? ich kenne eben nur das move_into Recht, das man Benutzern in einer Gruppe entsprechend setzen kann. Grüße! From: Nils Leideck - ITSM Sent: Monday, April 26, 2010 7:14 PM To: User questions and discussions about OTRS.org in German Subject: Re: [otrs-de] Benutzer soll Ticket NUR Lesen können On 24.04.2010, at 18:05, Tobias Siebert wrote: Der Benutzer sieht nun zwar die Tickets, aber verschieben kann er die Tickets nicht. Auch wenn er entsprechende move_into rechte für die queues hat. Er kriegt die Dropdown-Liste zum Verschieben gar nicht erst angezeigt und den Umweg über Ticket markieren Sammel-Aktion und dann eine neue Queue auswählen geht auch nicht, da gibts ne andre Fehlermeldung von wegen mind. 1 Ticket muss ausgewählt sein (obwohl es das ja war). move_into bezieht sich auf die Zielqueue ... Du brauchst entweder das move recht, rw, oder Du musst Besitzer sein im verschieben zu können. Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/- OTRS 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/
Re: [otrs-de] Benutzer soll Ticket NUR Lesen können
Hi, On 26.04.2010, at 19:21, Tobias Siebert wrote: und wie gebe ich einem Benutzer dauerhaft Move recht? ich kenne eben nur das move_into Recht, das man Benutzern in einer Gruppe entsprechend setzen kann. Ich empfehle Dir zu überlegen ob Du die Rechte wirklich so granulär vergeben willst. Zudem solltest Du Rollen verwenden, das spart Arbeit und gibt Dir eine gewisse Übersicht. Das einzelne Recht move kannst Du in der SysConfig anschalten. Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - 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/
Re: [otrs-de] Services SLA´s für Kunden
Hi, Nils Leideck - ITSM wrote: On 26.04.2010, at 12:02, Markus Moj wrote: für eine Benutzer-Gruppe. Muss man wirklich alles Service an die Kunden selbst verteilen, also jedem Kunden muss per Hand ein Service zugewiesen werden? im selben Dialog kannst Du einen Standard Service-Katalog hinterlegen. Der Standardkatalog ist schon hilfreich, aber trotzdem steht auch uns eine Initialbetankung mehrerer hundert Kunden mit verschiedenen Services vor. Lässt sich das evtl. direkt per SQL erledigen? Hat da jemand Erfahrungen? Ehrlich gesagt habe ich noch nicht verstanden, warum ein Service nicht pro Firma gelten soll. Das ist doch der normale Anwendungsfall, oder? Tschoe, Frank - 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/
Re: [otrs-de] Benutzer soll Ticket NUR Lesen können
Hi, es geht erstmal nur um einen Benutzer im System Danke dir, passt soweit alles. Schönen Abend noch Tobias Siebert From: Nils Leideck - ITSM Sent: Monday, April 26, 2010 9:32 PM To: User questions and discussions about OTRS.org in German Subject: Re: [otrs-de] Benutzer soll Ticket NUR Lesen können Hi, On 26.04.2010, at 19:21, Tobias Siebert wrote: und wie gebe ich einem Benutzer dauerhaft Move recht? ich kenne eben nur das move_into Recht, das man Benutzern in einer Gruppe entsprechend setzen kann. Ich empfehle Dir zu überlegen ob Du die Rechte wirklich so granulär vergeben willst. Zudem solltest Du Rollen verwenden, das spart Arbeit und gibt Dir eine gewisse Übersicht. Das einzelne Recht move kannst Du in der SysConfig anschalten. Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - 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/Emoticon3.gif- 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/
Re: [otrs-de] Services SLA´s für Kunden
Hi, On 26.04.2010, at 22:40, Frank Meinecke wrote: Nils Leideck - ITSM wrote: On 26.04.2010, at 12:02, Markus Moj wrote: für eine Benutzer-Gruppe. Muss man wirklich alles Service an die Kunden selbst verteilen, also jedem Kunden muss per Hand ein Service zugewiesen werden? im selben Dialog kannst Du einen Standard Service-Katalog hinterlegen. Der Standardkatalog ist schon hilfreich, aber trotzdem steht auch uns eine Initialbetankung mehrerer hundert Kunden mit verschiedenen Services vor. Lässt sich das evtl. direkt per SQL erledigen? Hat da jemand Erfahrungen? Ehrlich gesagt habe ich noch nicht verstanden, warum ein Service nicht pro Firma gelten soll. Das ist doch der normale Anwendungsfall, oder? Einfach hier noch Eure Eindrücke dazu hinterlegen dann wird das Requirement auch lauter gehört ;-) http://bugs.otrs.org/show_bug.cgi?id=2258 Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - 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/
Re: [otrs-de] AGENT - LDAP
Hi,
hat niemand eine Idee? Habe ich zu kompliziert geschrieben, fehlen Infos
oder was habe ich falsch gemacht, dass so gar keine Reaktion kommt?
Bye
Bernd
Hallo zusammen,
ich versuche eine Agent-Auth. via LDAP zu konfigurieren. Anscheinend
mangels ausreichender Perl-Kenntnisse habe ich dabei einige Probleme und
bitte um Nachhilfe. Die Admin-Doku ist da leider nicht ausreichend für mich
und in der Dev.-Doku finde ich nichts entsprechendes.
*Wie läuft die Auth. via LDAP ab? Offenbar wird die DB ebenfalls benötigt.
*Welche Attribute welcher Objekte werden womit verglichen?
*messages sagt:
OTRS-CGI-10[29564]:
[Error][Kernel::System::Auth::LDAP::Auth][Line:276]: Search failed!
base='cn=otrsagent,ou=Abt,o=company', filter='(member=testuser)', Success
-Failed und Success in einer Meldung!?!?
-member=testuser? Im Attr. member der Gruppe steht aber:
'cn=testuser,ou=Abt,o=company'
'testuser' wäre uid;
==
System:
-Der LDAP-Host ist eDir (KEIN MAD!)
-DB (MySQL) ist auf entferntem Host scheint aber zu funktionieren (Ohne
LDAP geht's)
Vielen Dank für eure Unterstützung
Bye
Bernd
Ab hier kommen Ausschnitte aus config.pm; messages und die Ergebnisse der
ldap abfragen.
==
Config.pm:
$Self-{'AuthModule'} = 'Kernel::System::Auth::LDAP';
$Self-{'AuthModule::LDAP::Host'} = 'ldap.domain.tld';
$Self-{'AuthModule::LDAP::BaseDN'} = 'ou=Abt,o=company';
$Self-{'AuthModule::LDAP::UID'} = 'uid';=Was
soll hier stehen? Wozu ist der Eintrag gut?
# Check if the user is allowed to auth in a posixGroup
# (e. g. user needs to be in a group xyz to use otrs)
$Self-{'AuthModule::LDAP::GroupDN'} = 'cn=otrsagent,ou=Abt,o=company';
$Self-{'AuthModule::LDAP::AccessAttr'} = 'member'; =Was
soll hier stehen? Wozu ist der Eintrag gut?
# for ldap posixGroups objectclass (just uid)
$Self-{'AuthModule::LDAP::UserAttr'} = 'entryDN';=Was
soll hier stehen? Wozu ist der Eintrag gut?
# for non ldap posixGroups objectclass (with full user dn)
#$Self-{'AuthModule::LDAP::UserAttr'} = 'DN';=Was
soll hier stehen? Wozu ist der Eintrag gut?
# The following is valid but would only be necessary if the
# anonymous user do NOT have permission to read from the LDAP tree
$Self-{'AuthModule::LDAP::SearchUserDN'} = 'cn=ldapproxy,o=company';
#$Self-{'AuthModule::LDAP::SearchUserPw'} = ”;
# in case you want to add always one filter to each ldap query, use
# this option. e. g. AlwaysFilter = '(mail=*)' or AlwaysFilter =
'(objectclass=user)'
#$Self-{'AuthModule::LDAP::AlwaysFilter'} = ”;
# in case you want to add a suffix to each login name, then
# you can use this option. e. g. user just want to use user but
# in your ldap directory exists u...@domain.
#$Self-{'AuthModule::LDAP::UserSuffix'} = '@domain.com';
# Net::LDAP new params (if needed - for more info see perldoc
Net::LDAP)
$Self-{'AuthModule::LDAP::Params'} = {
port = 389,
timeout = 120,
async = 0,
version = 3,
};
#
# agent data sync against ldap
$Self-{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP';
$Self-{'AuthSyncModule::LDAP::Host'} = 'ldap://ldap.domain.tld/';
$Self-{'AuthSyncModule::LDAP::BaseDN'} = 'ou=Abt,o=company';
$Self-{'AuthSyncModule::LDAP::UID'} = 'uid';
$Self-{'AuthSyncModule::LDAP::SearchUserDN'} =
'cn=ldapproxy,o=company';
#$Self-{'AuthSyncModule::LDAP::SearchUserPw'} = 'some_pass';
$Self-{'AuthSyncModule::LDAP::UserSyncMap'} = {
# DB - LDAP
UserFirstname = 'givenName',
UserLastname = 'sn',
UserEmail = 'mail',
Phone = 'telephoneNumber',
Username = 'uid',
comment = 'description',
};
==
Ausgabe messages:
OTRS-CGI-10[29564]:
[Error][Kernel::System::Auth::LDAP::Auth][Line:276]: Search failed!
base='cn=otrsagent,ou=Abt,o=company', filter='(member=testuser)', Success
OTRS-CGI-10[29564]:
[Error][Kernel::System::User::UserLookup][Line:696]: No UserID found for
'testuser'!
==
Ergebnis einer Abfrage via ldapsearch:
Nach dem Benutzer:
dn: cn=testuser,ou=Abt,o=company
homeDirectory: /home/testuser
mail: testu...@domain.tld
uid: testuser
eMailAddress: testu...@domain.tld
Nach der Gruppe:
dn: cn=otrsagent,ou=Abt,o=company
objectClass: groupOfNames
objectClass: top
member: cn=testuser,ou=Abt,o=company
description:
-
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[otrs-de] Antwort: Re: AGENT - LDAP
Hi Bernd,
wenn du NUR LDAP anbinden willst dann musst du den ersten Teil
auskommentieren, siehe Bsp.
Ich hab dir die Änderungen die du machen musst mal fett markiert.
Es wird nicht verglichen sondern der Wert ensprechend dem Feld
übernommen. Als Kundennummer wird die Mail Adresse des Users genommen, ist
insoweit sinnvoll als das du hier zwischen den Usern differenzierst.
Wo welche Felder genommen werden siehst du im letzten Block.
$Self-{'AuthModule'} = 'Kernel::System::Auth::LDAP';
$Self-{'AuthModule::LDAP::Host'} = 'IPADRESSE';
$Self-{'AuthModule::LDAP::BaseDN'} = 'DC=DOMAIN,DC=local';
$Self-{'AuthModule::LDAP::UID'} = 'sAMAccountName';
$Self-{'AuthModule::LDAP::SearchUserDN'} = '
CN=USER,CN=Users,DC=DOAMIN,DC=local';
$Self-{'AuthModule::LDAP::SearchUserPw'} = 'PASSWORD';
# This is an example configuration for an LDAP auth. backend.
# (take care that Net::LDAP is installed!)
$Self-{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP';
$Self-{'Customer::AuthModule::LDAP::Host'} = 'IPADRESSE';
$Self-{'Customer::AuthModule::LDAP::BaseDN'} = 'DC=DOMAIN,DC=local';
$Self-{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName';
# The following is valid but would only be necessary if the
# anonymous user do NOT have permission to read from the LDAP tree
$Self-{'Customer::AuthModule::LDAP::SearchUserDN'} = '
CN=USER,CN=Users,DC=DOAMIN,DC=local';
$Self-{'Customer::AuthModule::LDAP::SearchUserPw'} = 'PASSWORD';
# CustomerUser
# (customer user database backend and settings)
# $Self-{CustomerUser} = {
# Name = 'Datenbank',
# Module = 'Kernel::System::CustomerUser::DB',
# Params = { Table = 'customer_user',
# # to use an external database
# DSN = 'DBI:odbc:yourdsn',
# DSN = 'DBI:mysql:database=customerdb;host=customerdbhost',
# User = '', Password = '',
# },
# customer uniq id
# CustomerKey = 'login',
# CustomerID = 'customer_id',
# CustomerValid = 'valid_id',
# CustomerUserListFields = ['first_name', 'last_name', 'email'],
# CustomerUserListFields = ['login', 'first_name', 'last_name',
'customer_id', 'email'],
# CustomerUserSearchFields = ['login', 'last_name',
'customer_id'],
# CustomerUserSearchPrefix = '',
# CustomerUserSearchSuffix = '*',
# CustomerUserSearchListLimit = 250,
# CustomerUserPostMasterSearchFields = ['email'],
# CustomerUserNameFields = ['salutation', 'first_name',
'last_name'],
# ReadOnly = 1,
# Map = [
# note: Login, Email and CustomerID needed!
# var, frontend, storage, shown, required, storage-type,
http-link
# [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var'
],
# [ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var' ],
# [ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var' ],
# [ 'UserLogin', 'Login', 'login', 1, 1, 'var' ],
# [ 'UserPassword', 'Password', 'pw', 0, 1, 'var' ],
# [ 'UserEmail', 'Email', 'email', 0, 1, 'var' ],
# [ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var'
],
# [ 'UserComment', 'Comment', 'comments', 1, 0, 'var' ],
# [ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int' ],
# ],
# };
# CustomerUser1
# (customer user ldap backend and settings)
$Self-{CustomerUser1} = {
Module = 'Kernel::System::CustomerUser::LDAP',
Params = {
# ldap host
Host = 'IPADRESSE',
# ldap base dn
BaseDN = 'DC=DOMAIN,DC=local',
# search scope (one|sub)
SSCOPE = 'sub',
# The following is valid but would only be necessary if the
# anonymous user does NOT have permission to read from the LDAP tree
UserDN = 'CN=USER,CN=Users,DC=DOMAIN,DC=local',
UserPw = 'password',
AlwaysFilter = '',
SourceCharset = 'utf-8',
DestCharset = 'utf-8',
},
# customer uniq id
CustomerKey = 'sAMAccountName',
# customer #
CustomerID = 'mail',
CustomerUserListFields = ['sAMAccountName', 'cn', 'mail'],
CustomerUserSearchFields = ['sAMAccountName', 'cn', 'mail'],
CustomerUserSearchPrefix = '',
CustomerUserSearchSuffix = '*',
CustomerUserSearchListLimit = 250,
CustomerUserPostMasterSearchFields = ['mail'],
CustomerUserNameFields = ['givenname', 'sn'],
Map = [
# note: Login, Email and CustomerID needed!
# var, frontend, storage, shown, required, storage-type
#[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ],
[ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ],
[ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ],
[ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ],
[ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ],
[ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ],
[ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ],
#[ 'UserAddress',
