[otrs] Ldap as customer user backend
Hi there, I configured my Otrs to work with two customer user backends: the first one is on mysql db, the second on Ldap directory. In the Admin panel - Customer Management, I can see both backend, but it seems that the connection to Ldap server is not working (I tried to do a search on ldap DB, but I cannot find any connection request on my Ldap Server). In the dashboard, when I open a just arrived ticket, I cannot find any search request on the Ldap server...to fill the section, on the right sight of the panel, about Customer information. Is there a priority between both customer user backend? I see this error on /var/log/messages: [Error][Kernel::System::CustomerUser::LDAP::new][Line:110]: Need CustomerUser- CustomerKey in Kernel/Config.pm Thanks and regards -- Fiorenza Meini Spazio Web S.r.l. V. Dante Alighieri, 10 - 13900 Biella Tel.: 015.2431982 - 015.9526066 Fax: 015.2522600 Reg. Imprese, CF e P.I.: 02414430021 Iscr. REA: BI - 188936 Iscr. CCIAA: Biella - 188936 Cap. Soc.: 30.000,00 Euro i.v. - 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
Re: [otrs] Postmaster filters - custom headers?
Hi, can you describe more detailed what you want to achieve? As long as you write your own PostMaster filter module, you can set/use all headers you want. Standard OTRS can handle only the headers set in the SysConfig. - Renée On 19.12.2011 19:54, Ugo Bellavance wrote: Hi, If I want to use a custom header to set a value in OTRS, can I use X-OTRS-TicketValue1? If not, would it break things if I'd use the X-OTRS-SLA header value and modify it using a posmaster filter? Thanks, Ugo - 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 - 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
Re: [otrs] Postmaster filters - custom headers?
On 2011-12-20 05:17, Renée Bäcker wrote: Hi, can you describe more detailed what you want to achieve? As long as you write your own PostMaster filter module, you can set/use all headers you want. Standard OTRS can handle only the headers set in the SysConfig. I want to set the SLA automatically by adding a specific header. However, when I try using the X-OTRS-SLA header, I get an encoding problem (see here: http://permalink.gmane.org/gmane.comp.otrs.user/36117). So I have 3 choices: - Fix that issue (up to now: no success) - Set something like X-OTRS-SLA:1 and then convert it into my real SLA using a postmaster filter (would that work?) - Use an intermediate header, so I would set X-OTRS-CUSTOM1:1, then set X-OTRS-SLA to the label that corresponds to my SLA 1. I currently have a working solution, where my Outlook AddIn adds SLA:1 at the bottom of a message when people choose SLA 1 in the form, but I wanted to avoiding adding text to the message and use headers directly. Thanks, Ugo - 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
[otrs] make state waiting for invisible in day-to-day work
Hi folks, I am rather new to OTRS, so please bear with me. With the tickets in our company, workflow often includes times when a ticket is in some kind of suspended state, usually waiting for a customer to react. During that time, my collegues would prefer for those tickets to neither appear in the queue overview (AgentQueueView) nor in the agent's ticket overview (AgentMailbox). Fine with me, as long as they really do use the search tool to make sure those tickets will not be completely forgotten ;-) But -- how can I have those tickets not shown in the mentioned two overviews? And how can I make sure a mail by the customer makes them visible again? Any ideas as to how to archieve that are welcome. Thanks in advance, Susan Dittmar PS: We are using OTRS 1.3, in case that matters. Very old, I know, but my attempts at updating did not work yet. That's a different matter though... - 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
Re: [otrs] Company/Customer - addition of levels.
Sune T. wrote: Hi list, I've been looking a bit at the Company/Customer part in OTRS. I'd like to add a level or two, I think. Not sure how else to implement. As far as I understand, the Customer part is the end-user that may or may not have access to the customer web-interface. And Companies let me group multiple customers under the same Company, and potentially all company tickets. So, building on that understanding, let's say I wanted to do something like this: Company1 / Site1 / Customer1 Company1 / Site1 / Customer2 Company1 / Site2 / Customer2 Company1 / Site2 / Customer3 Company1 / Site3 / Customer1 In this case I'm using sites. It could also have been Sub-Contractors or similar. Do I have any built-in ways of accomplishing this? I know OTRS can do all kinds of things just by fiddling around in sysconfig, but I'm not quite sure what to look for. I'd like to use both internal and external customer databases. Currently I'm thinking about pulling the Site part back as a queue, but I just see a potential queue/customer/group/agent management nightmare coming up. :) I think I've seen a few similar requests, but not with a definitive answer, so I dare to ask again. Thanks for any input... -- /Sune T. I'd like to add an additional method to the one Matthew P. described. We do something similar using the Customer_User table as described under Customer with multiple IDs (Company tickets) here in the manual: http://doc.otrs.org/3.0/en/html/customer-user-backend.html In our case we have two different needs implementing this. In one scenario, a company manager has responsibility for multiple sites - when he logs into the customer portal, he wants to see tickets for all the sites under his purview. We set up each site as a separate CustomerID in the customer_company table, then set up multiple CustomerIDs as described in the linked section of the manual above, adding fields to the customer_user table which allow one customer_user to view all tickets from any of the companies for which he has an additional customerID populated. Another scenario where this works is in the case of a group of associated companies - an owner of one company has a stake in several others and wants to be able to view tickets for all the companies he has a management interest in. The same technique can be used. We decided on using a naming convention in our customerID of a leading letter which corresponds to the type of entity followed by a one -up five digit identifier. It would be easy to simply decide on a convention of that type, perhaps adding a suffix to the customerID, or you could add additional fields if desired. For our purposes we simply decided to call new sites separate companies and use the customerID naming convention to identify sites or associated companies. As Matthew also said, this is but one of many ways to address the need. It seemed to us to be the simplest, requiring the least amount of customization to OTRS. Rob - 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
[otrs] Bulk print tickets?
Is there a way to bulk print a selection of tickets? Like buy using the checkboxes in list view or some other way? Thank you, Shawn Gadow Network Administrator Oregon CUSD 220 Security is when everything is settled. When nothing can happen to you. Security is the denial of life. - Germaine Greer - 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
Re: [otrs] Bulk print tickets?
On 20.12.2011, at 19:18, Gadow, Shawn wrote: Is there a way to bulk print a selection of tickets? Like buy using the checkboxes in list view or some other way? Do you need Ticket-Details only or even Article content? Cheers, Nils -- 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
Re: [otrs] OTRS -itsm-Change management
On 19.12.2011, at 07:11, ravi shanker wrote: In change module,in involved persons sections i tried adding agents to CAB ,though auto populate feature is displaying agents available whenever i select them the CAB is always blank.. This is the issue i was facing. You need to click on “Add to CAB” after select the customer/agent cab member. Also what is importance of having CAB in change management,i mean i don't see any approval for CAB.If you have tried this please let know There is no CAB approval function in the current version of OTRS ITSM. You might implement this by using several Change-Workorders. Cheers, Nils -- 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
Re: [otrs] Installation on Windows of 3.1 B2
Hi Timothy, Simply install beta3 from our site, it has been released today ! Michiel Beijen Senior Consultant OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 F: +31 71 8200 254 I: http://www.otrs.com Making OTRS even better! Exclusive Feature Add-Ons improve usability of OTRS and extend its functionality: http://j.mp/ndQvZj On Mon, Dec 19, 2011 at 20:31, Timothy J. Deerinck tdeeri...@networkp.com wrote: Has the B2 tarball been fixed? If not, is there an easy way for me to update the Windows B1 to B2? Thanks much, Timothy J. Deerinck Owner / Senior Network Systems Engineer -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Michiel Beijen Sent: Tuesday, December 13, 2011 12:04 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Installation on Windows of 3.1 B2 Hi Timothy, there was an unfortunate issue when creating the tarball for 3.1beta2, one of the modules was not bundled. This causes your issue. Please try beta1 for now :( -- Mike On Tue, Dec 13, 2011 at 16:46, Timothy J. Deerinck tdeeri...@networkp.com wrote: Hello all, Has anyone run into the problem of getting an Internal Server when completing the install of OTRS 3.1B2? Right after testing the mail setup, which is successful in my case, the error comes up and the setup does not complete. If I then login to the system, it is still appearing to be in install mode. If I click on Admin and then Customer Company and try to add a Customer Company, the Internal Server error again comes up. Any ideas?? Thanks much in advance, Timothy J. Deerinck This e-mail and any attachments may contain confidential and privileged information. If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this e-mail and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and is strictly prohibited by law. - 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 - 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 This e-mail and any attachments may contain confidential and privileged information. If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this e-mail and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and is strictly prohibited by law. - 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 - 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
[otrs-de] Rechnungsstellung mit OTRS
Hallo Liste, wir machen in OTRS unsere Rechnungsstellung und berechnen nur geschlossene Tickets. Dazu suchen wir alle Tickets mit Status „[…] geschlossen“, die innerhalb des letzten Monats geschlossen wurden (Screenshot): Die resultierende CSV-Liste wird dann nach Kunden sortiert. Das Problem ist nun, dass Tickets monatsübergreifend mehrfach geschlossen werden können und dann also die verbuchte Zeit zwei Mal verbucht werden kann. Hat dafür jemand eine Lösung oder Tip? Gibt es Zusatzprodukte? Danke und beste Grüße Sven Ehret image/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
Re: [otrs-de] Rechnungsstellung mit OTRS
On 20.12.2011, at 15:38, sven.eh...@comdok.de wrote: wir machen in OTRS unsere Rechnungsstellung und berechnen nur geschlossene Tickets. Dazu suchen wir alle Tickets mit Status „[…] geschlossen“, die innerhalb des letzten Monats geschlossen wurden (Screenshot): Die resultierende CSV-Liste wird dann nach Kunden sortiert. Das Problem ist nun, dass Tickets monatsübergreifend mehrfach geschlossen werden können und dann also die verbuchte Zeit zwei Mal verbucht werden kann. Hat dafür jemand eine Lösung oder Tip? Gibt es Zusatzprodukte? Ich würde entweder ein Flag an dem Ticket setzten (FreiText- oder Zeit Feld), das Ticket nach Rechnungsstellung verschieben oder aber (admin task) archivieren (damit aus der “normalen” Suche ausgeschlossen). Eine Kombi ist natürlich ist auch möglich. Cheers, Nils -- 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
