Re: [otrs] No Config option found for view mode ], took Medium instead!
Hello All, Waiting for your help. Please respond. Thanks and Regards, Amit Sharma From: Amit Sharma amit_...@yahoo.com To: OTRS Forum otrs@otrs.org Sent: Monday, 27 February 2012 9:32 AM Subject: No Config option found for view mode ], took Medium instead! Dear All, Today I have noticed the below error in my OTRS Logs: Mon Feb 27 09:25:04 2012 error OTRS-CGI-10 No Config option found for view mode ], took Medium instead! What is this and how can I resolve it. I am using OTRS 2.4.7 on CentOS 5.6 64 Bit. DRBD is configured. Thanks and Regards, Amit Sharma- 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] API call protocol/way to connect to OTRS?
Anyone? Sorry for generic or perhaps not very clear question. I'm not a programmer, but my programmer wanted to know this and therefore I try to forward his request. My programmer has made a webapplication that will use the create ticket functionality from outside OTRS and we will also link to existing OTRS tickets (inside OTRS) to reply to them from this external webapplication. The idea is to not log into two separate systems, but let OTRS handle the login and use this so that any agent who is logged into OTRS will also be automatically logged into our application aswell or let users who log into our webapplication be authenticated through OTRS. My programmer needs to know how to set up an OTRS connector the best way and what protocol to use. Also possibly a link to some API info (version 3 of OTRS) that describes this. Soap, rpc other? I read somewhere that OTRS 3.1 has a lot more work done to WSDL and was it SOAP? Any info on this? Thanks a lot for you help and time. Best regards, Andy On Thu, Apr 12, 2012 at 12:50 PM, Andy Wodfer wod...@gmail.com wrote: Dear listreaders! We're programming an external application that needs to autheticate users (agents) through OTRS. We need to know the best way and protocol to connect API calls to OTRS and authenticate users this way. Can you help us with some inputs on this or direct us to some relevant documentation? I have searched, but not found exactly what I'm looking for. Thanks! Best regards, Andy - 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] API call protocol/way to connect to OTRS?
Hi, afaik you can connect via SOAP when the iPhone Handle AddOn is installed. Regards Jan Dreyer IT Administrator / Operations Team / M-IT OMS Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Andy Wodfer Gesendet: Montag, 16. April 2012 11:01 An: User questions and discussions about OTRS. Betreff: Re: [otrs] API call protocol/way to connect to OTRS? Anyone? Sorry for generic or perhaps not very clear question. I'm not a programmer, but my programmer wanted to know this and therefore I try to forward his request. My programmer has made a webapplication that will use the create ticket functionality from outside OTRS and we will also link to existing OTRS tickets (inside OTRS) to reply to them from this external webapplication. The idea is to not log into two separate systems, but let OTRS handle the login and use this so that any agent who is logged into OTRS will also be automatically logged into our application aswell or let users who log into our webapplication be authenticated through OTRS. My programmer needs to know how to set up an OTRS connector the best way and what protocol to use. Also possibly a link to some API info (version 3 of OTRS) that describes this. Soap, rpc other? I read somewhere that OTRS 3.1 has a lot more work done to WSDL and was it SOAP? Any info on this? Thanks a lot for you help and time. Best regards, Andy On Thu, Apr 12, 2012 at 12:50 PM, Andy Wodfer wod...@gmail.com wrote: Dear listreaders! We're programming an external application that needs to autheticate users (agents) through OTRS. We need to know the best way and protocol to connect API calls to OTRS and authenticate users this way. Can you help us with some inputs on this or direct us to some relevant documentation? I have searched, but not found exactly what I'm looking for. Thanks! Best regards, Andy smime.p7s Description: S/MIME cryptographic signature - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] API call protocol/way to connect to OTRS?
Anyone? Sorry for generic or perhaps not very clear question. I'm not a programmer, but my programmer wanted to know this and therefore I try to forward his request. My programmer has made a webapplication that will use the create ticket functionality from outside OTRS and we will also link to existing OTRS tickets (inside OTRS) to reply to them from this external webapplication. The idea is to not log into two separate systems, but let OTRS handle the login and use this so that any agent who is logged into OTRS will also be automatically logged into our application aswell or let users who log into our webapplication be authenticated through OTRS. My programmer needs to know how to set up an OTRS connector the best way and what protocol to use. Also possibly a link to some API info (version 3 of OTRS) that describes this. Soap, rpc other? I read somewhere that OTRS 3.1 has a lot more work done to WSDL and was it SOAP? Any info on this? Here's what I've found out so far: 1. We need a connector and it can run over SOAP, RPC or HTTP(?) http://doc.otrs.org/3.1/en/html/genericinterface.html 2. Authentication functianality when a connector is working can be done as described here: http://doc.otrs.org/3.1/en/html/auth-backends.html Am I onto something? :-) Thanks a lot for you help and time. Best regards, Andy On Thu, Apr 12, 2012 at 12:50 PM, Andy Wodfer wod...@gmail.com wrote: Dear listreaders! We're programming an external application that needs to autheticate users (agents) through OTRS. We need to know the best way and protocol to connect API calls to OTRS and authenticate users this way. Can you help us with some inputs on this or direct us to some relevant documentation? I have searched, but not found exactly what I'm looking for. Thanks! Best regards, Andy - 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] API call protocol/way to connect to OTRS?
Thanks Jan! I'll forward this to my programmer. :-) Best regards, Andy On Mon, Apr 16, 2012 at 11:04 AM, jan.dre...@bertelsmann.de wrote: Hi, ** ** afaik you can connect via SOAP when the iPhone Handle AddOn is installed.* *** ** ** Regards Jan Dreyer IT Administrator / Operations Team / M-IT OMS ** ** *Von:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *Im Auftrag von *Andy Wodfer *Gesendet:* Montag, 16. April 2012 11:01 *An:* User questions and discussions about OTRS. *Betreff:* Re: [otrs] API call protocol/way to connect to OTRS? ** ** Anyone? ** ** Sorry for generic or perhaps not very clear question. I'm not a programmer, but my programmer wanted to know this and therefore I try to forward his request. ** ** My programmer has made a webapplication that will use the create ticket functionality from outside OTRS and we will also link to existing OTRS tickets (inside OTRS) to reply to them from this external webapplication. The idea is to not log into two separate systems, but let OTRS handle the login and use this so that any agent who is logged into OTRS will also be automatically logged into our application aswell or let users who log into our webapplication be authenticated through OTRS. ** ** My programmer needs to know how to set up an OTRS connector the best way and what protocol to use. Also possibly a link to some API info (version 3 of OTRS) that describes this. Soap, rpc other? ** ** I read somewhere that OTRS 3.1 has a lot more work done to WSDL and was it SOAP? Any info on this? ** ** Thanks a lot for you help and time. ** ** Best regards, Andy ** ** On Thu, Apr 12, 2012 at 12:50 PM, Andy Wodfer wod...@gmail.com wrote:*** * Dear listreaders! ** ** We're programming an external application that needs to autheticate users (agents) through OTRS. ** ** We need to know the best way and protocol to connect API calls to OTRS and authenticate users this way. ** ** Can you help us with some inputs on this or direct us to some relevant documentation? I have searched, but not found exactly what I'm looking for. ** ** Thanks! ** ** Best regards, Andy ** ** - 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] API call protocol/way to connect to OTRS?
Hi, no problem. http://giyf.com shows several examples when asking for soap otrs, e.g. http://faq.otrs.org/otrs/public.pl?Action=PublicFAQZoom http://faq.otrs.org/otrs/public.pl?Action=PublicFAQZoomItemID=369 ItemID=369 Regards Jan Dreyer IT Administrator / Operations Team / M-IT OMS Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Andy Wodfer Gesendet: Montag, 16. April 2012 11:14 An: User questions and discussions about OTRS. Betreff: Re: [otrs] API call protocol/way to connect to OTRS? Thanks Jan! I'll forward this to my programmer. :-) Best regards, Andy On Mon, Apr 16, 2012 at 11:04 AM, jan.dre...@bertelsmann.de wrote: Hi, afaik you can connect via SOAP when the iPhone Handle AddOn is installed. Regards Jan Dreyer IT Administrator / Operations Team / M-IT OMS Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Andy Wodfer Gesendet: Montag, 16. April 2012 11:01 An: User questions and discussions about OTRS. Betreff: Re: [otrs] API call protocol/way to connect to OTRS? Anyone? Sorry for generic or perhaps not very clear question. I'm not a programmer, but my programmer wanted to know this and therefore I try to forward his request. My programmer has made a webapplication that will use the create ticket functionality from outside OTRS and we will also link to existing OTRS tickets (inside OTRS) to reply to them from this external webapplication. The idea is to not log into two separate systems, but let OTRS handle the login and use this so that any agent who is logged into OTRS will also be automatically logged into our application aswell or let users who log into our webapplication be authenticated through OTRS. My programmer needs to know how to set up an OTRS connector the best way and what protocol to use. Also possibly a link to some API info (version 3 of OTRS) that describes this. Soap, rpc other? I read somewhere that OTRS 3.1 has a lot more work done to WSDL and was it SOAP? Any info on this? Thanks a lot for you help and time. Best regards, Andy On Thu, Apr 12, 2012 at 12:50 PM, Andy Wodfer wod...@gmail.com wrote: Dear listreaders! We're programming an external application that needs to autheticate users (agents) through OTRS. We need to know the best way and protocol to connect API calls to OTRS and authenticate users this way. Can you help us with some inputs on this or direct us to some relevant documentation? I have searched, but not found exactly what I'm looking for. Thanks! Best regards, Andy - 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 smime.p7s Description: S/MIME cryptographic signature - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] API call protocol/way to connect to OTRS?
On Mon, 16 Apr 2012 10:12:44 +, jan.dre...@bertelsmann.de wrote: Hi, no problem. http://giyf.com shows several examples when asking for soap otrs, e.g. http://faq.otrs.org/otrs/public.pl?Action=PublicFAQZoom http://faq.otrs.org/otrs/public.pl?Action=PublicFAQZoomItemID=369 ItemID=369 Regards Jan Dreyer IT Administrator / Operations Team / M-IT OMS Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Andy Wodfer Gesendet: Montag, 16. April 2012 11:14 An: User questions and discussions about OTRS. Betreff: Re: [otrs] API call protocol/way to connect to OTRS? Thanks Jan! I'll forward this to my programmer. :-) Best regards, Andy On Mon, Apr 16, 2012 at 11:04 AM, jan.dre...@bertelsmann.de wrote: Hi, afaik you can connect via SOAP when the iPhone Handle AddOn is installed. Regards Jan Dreyer IT Administrator / Operations Team / M-IT OMS Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Andy Wodfer Gesendet: Montag, 16. April 2012 11:01 An: User questions and discussions about OTRS. Betreff: Re: [otrs] API call protocol/way to connect to OTRS? Anyone? Hi, for SOAP you have to configure Core:SOAP via Kernel/Config.pm or SysConfig (http://doc.otrs.org/3.0/en/html/config.html#Framework:Core::SOAP) Here is an exampe SOAP client, coded in PHP: http://wiki.otterhub.org/index.php?title=Create_a_ticket_in_OTRS_from_PHP_via_RPC The iPhone-Handle gives you an JSON Interface. With OTRS 3.1 the Generic Interface was introduced to connect external systems. hth, Roy -- Roy Kaldung e-mail: r...@kaldung.com - 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] API call protocol/way to connect to OTRS?
Thanks Roy! Any comments on how to authenticate users/agents through OTRS? Anyone? All the best, Andy On Mon, Apr 16, 2012 at 12:23 PM, Roy Kaldung r...@kaldung.com wrote: On Mon, 16 Apr 2012 10:12:44 +, jan.dre...@bertelsmann.de wrote: Hi, no problem. http://giyf.com shows several examples when asking for soap otrs, e.g. http://faq.otrs.org/otrs/public.pl?Action=PublicFAQZoom http://faq.otrs.org/otrs/public.pl?Action=PublicFAQZoomItemID=369 ItemID=369 Regards Jan Dreyer IT Administrator / Operations Team / M-IT OMS Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Andy Wodfer Gesendet: Montag, 16. April 2012 11:14 An: User questions and discussions about OTRS. Betreff: Re: [otrs] API call protocol/way to connect to OTRS? Thanks Jan! I'll forward this to my programmer. :-) Best regards, Andy On Mon, Apr 16, 2012 at 11:04 AM, jan.dre...@bertelsmann.de wrote: Hi, afaik you can connect via SOAP when the iPhone Handle AddOn is installed. Regards Jan Dreyer IT Administrator / Operations Team / M-IT OMS Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Andy Wodfer Gesendet: Montag, 16. April 2012 11:01 An: User questions and discussions about OTRS. Betreff: Re: [otrs] API call protocol/way to connect to OTRS? Anyone? Hi, for SOAP you have to configure Core:SOAP via Kernel/Config.pm or SysConfig (http://doc.otrs.org/3.0/en/html/config.html#Framework:Core::SOAP) Here is an exampe SOAP client, coded in PHP: http://wiki.otterhub.org/index.php?title=Create_a_ticket_in_OTRS_from_PHP_via_RPC The iPhone-Handle gives you an JSON Interface. With OTRS 3.1 the Generic Interface was introduced to connect external systems. hth, Roy -- Roy Kaldung e-mail: r...@kaldung.com - 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] Authentications Methods: was API call protocol/way to connect to OTRS?
On Mon, 16 Apr 2012 13:53:05 +0200, Andy Wodfer wod...@gmail.com wrote: Thanks Roy! Any comments on how to authenticate users/agents through OTRS? Hi, for authentication on the 'builtin' web interface you can use nearly any db where an Perl DBI driver is available (see http://dbi.perl.org/), LDAP against OpenLDAP, Active Directoy, eDirectory, etc. HTTP Basic Autehntication allows you to use Kerberos/NTLM, OpenID Provider (with mod_openid in an Apache environment). -- Roy Kaldung e-mail: r...@kaldung.com - 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] API call protocol/way to connect to OTRS?
Hi Andy. What exactly do you want? Authenticating against OTRS for external content? You could try to establish a SOAP connection. If that fails, you can deny the external content. Regards Jan Dreyer IT Administrator / Operations Team / M-IT OMS Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Andy Wodfer Gesendet: Montag, 16. April 2012 13:53 An: User questions and discussions about OTRS. Betreff: Re: [otrs] API call protocol/way to connect to OTRS? Thanks Roy! Any comments on how to authenticate users/agents through OTRS? Anyone? All the best, Andy On Mon, Apr 16, 2012 at 12:23 PM, Roy Kaldung r...@kaldung.com wrote: On Mon, 16 Apr 2012 10:12:44 +, jan.dre...@bertelsmann.de wrote: Hi, no problem. http://giyf.com shows several examples when asking for soap otrs, e.g. http://faq.otrs.org/otrs/public.pl?Action=PublicFAQZoom http://faq.otrs.org/otrs/public.pl?Action=PublicFAQZoom http://faq.otrs.org/otrs/public.pl?Action=PublicFAQZoomItemID=369 ItemID=369 ItemID=369 Regards Jan Dreyer IT Administrator / Operations Team / M-IT OMS Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Andy Wodfer Gesendet: Montag, 16. April 2012 11:14 An: User questions and discussions about OTRS. Betreff: Re: [otrs] API call protocol/way to connect to OTRS? Thanks Jan! I'll forward this to my programmer. :-) Best regards, Andy On Mon, Apr 16, 2012 at 11:04 AM, jan.dre...@bertelsmann.de wrote: Hi, afaik you can connect via SOAP when the iPhone Handle AddOn is installed. Regards Jan Dreyer IT Administrator / Operations Team / M-IT OMS Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Andy Wodfer Gesendet: Montag, 16. April 2012 11:01 An: User questions and discussions about OTRS. Betreff: Re: [otrs] API call protocol/way to connect to OTRS? Anyone? Hi, for SOAP you have to configure Core:SOAP via Kernel/Config.pm or SysConfig (http://doc.otrs.org/3.0/en/html/config.html#Framework:Core::SOAP) Here is an exampe SOAP client, coded in PHP: http://wiki.otterhub.org/index.php?title=Create_a_ticket_in_OTRS_from_PHP_vi a_RPC The iPhone-Handle gives you an JSON Interface. With OTRS 3.1 the Generic Interface was introduced to connect external systems. hth, Roy -- Roy Kaldung e-mail: r...@kaldung.com - 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 smime.p7s Description: S/MIME cryptographic signature - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Tickets beeing duplicated in the queue named Raw
Hi there, I have the default queue (one that was created by the installation) named Raw. This queue is set to inactive and no email address is linked to it. What is strange is that I have now 13 tickets in that queue. All these tickets have been created at 00:10 am but on different days. For each of these 13 tickets I can find a duplicated one that was created one day before, around 2.40 am. This duplicated one is the one to keep as it is placed in the correct queue. We received around 300 tickets per day, so it is not a big amount of ticket to handle but I am still wondering why these tickets are created in the raw queue ... specially because I understand OTRS delete the email once the ticket is created. I verified with our IT if it was not our fault (that the email was re-created by a backup procedure for example), but it is not the case. Any help welcome! Thanks Philippe Philippe Martignier Communications Division Customer Service Center Email : philippe.martign...@wipo.intmailto:philippe.martign...@wipo.int Phone : 00 41 022 338 72 36 Building : NC Office : 3, 316 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
Re: [otrs] RV: [Ticket#2012041542022911] OTRS registration andrea....@fsfb.org.co
What are you trying to login to? OTRS has a demo... http://www.otrs.com/en/products/help-desk/online-demobut other than that you would need to download and install/configure the OTRS system on your own server. Steve On 15 April 2012 22:29, Rey Segura Nubia Andrea andrea@fsfb.org.cowrote: plase i need my user because i know that my password ir 123 but i dont know how is my user? my mail is andrea@fsfb.org.co De: OTRS Team [en...@otrs.com] Enviado el: domingo, 15 de abril de 2012 03:14 p.m. Para: Rey Segura Nubia Andrea Asunto: [Ticket#2012041542022911] OTRS registration Thank you very much for completing your registration! As the inventor and largest service provider of the world-leading service management solution OTRS, we provide professional services to our customers. In order to assure the usage of your OTRS, we strongly recommend to sign a Service Subscription with the OTRS Group. A subscription gives you the following key benefits: * Direct access to the team of OTRS experts * Discounts on Custom developments and migrations * Up to 4 Add-Ons http://www.otrs.com/en/solutions/subscriptions/ free of charge: * Multi-Level Service Selection http://www.otrs.com/en/solutions/subscriptions/feature-add-ons/feature-add-on-multiserviceselect/ * Escalation Suspend http://www.otrs.com/en/solutions/subscriptions/feature-add-ons/feature-add-on-escalation-suspend/ * Dependent Selection Boxes http://www.otrs.com/en/solutions/subscriptions/feature-add-ons/feature-add-on-dependent-selection-boxes/ * Clipboard Image Paste http://www.otrs.com/en/solutions/subscriptions/feature-add-ons/feature-add-on-clipboard-image-paste/ * Dashboard Overview Filter http://www.otrs.com/en/solutions/subscriptions/feature-add-ons/feature-add-on-dashboard-overview-filter/ * Exclusive access to Feature Add-Ons http://www.otrs.com/en/solutions/subscriptions/feature-add-ons/ For details about the Subscription, please have a look at: http://www.otrs.com/solutions/subscriptions/ Best regards, OTRS AG Norsk-Data-Straße 1 61352 Bad Homburg Germany T: +49 (0) 6172 681988 0 F: +49 (0) 9421 56818 18 I: http://www.otrs.com/ Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 Chairman: Burchard Steinbild, Managing Board: André Mindermann (CEO), Christopher Kuhn Get Connected ! Everything in sync with OTRS 3.1 Be an early bird with our special offer: OTRS Help Desk 3.1 Special http://www.otrs.com/index.php?id=2361 Mensaje de Confidencialidad: Este mensaje de correo electrónico y los archivos anexos que contenga son de uso exclusivo de las personas o entidades que aparecen como destinatarios. Este mensaje puede contener información confidencial, de uso reservado y protegida legalmente. Si usted ha recibido este correo por equivocación tiene completamente prohibido su utilización, copia, impresión, reenvío o cualquier otra acción que divulgue su contenido o el de los archivos anexos. En este caso, por favor notifique al remitente acerca de la equivocación cometida y elimine este correo electrónico de sus sistemas de almacenamiento. Gracias. Confidentiality Notice: This e-mail and any files transmitted with it are for the sole use of the intended recipient(s). This email may contain confidential and privileged information. If you are not the intended recipient, any unauthorized review, use, disclosure, dissemination, forwarding, printing or copying of this email is strictly prohibited. If you have received this message in error please contact the sender by reply e-mail and destroy all copies of the message from all your data storage systems. Thank you. - 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] API call protocol/way to connect to OTRS?
Hi Andy, Yes it is true; OTRS has web services that would allow you to create and update tickets, and also would allow you to authenticate customers and agents against OTRS. See for more information the manual. With 3.1 we have WSDLs available and it would be much easier to actually create tickets from languages like Java and .Net because of this. Please note that you'd first have to configure the web service in the OTRS GUI before you can actually use it. u Also, by default, not all operations are registered. But all the nuts and bolts are available in the system. -- Mike On Mon, Apr 16, 2012 at 11:12, Andy Wodfer wod...@gmail.com wrote: Anyone? Sorry for generic or perhaps not very clear question. I'm not a programmer, but my programmer wanted to know this and therefore I try to forward his request. My programmer has made a webapplication that will use the create ticket functionality from outside OTRS and we will also link to existing OTRS tickets (inside OTRS) to reply to them from this external webapplication. The idea is to not log into two separate systems, but let OTRS handle the login and use this so that any agent who is logged into OTRS will also be automatically logged into our application aswell or let users who log into our webapplication be authenticated through OTRS. My programmer needs to know how to set up an OTRS connector the best way and what protocol to use. Also possibly a link to some API info (version 3 of OTRS) that describes this. Soap, rpc other? I read somewhere that OTRS 3.1 has a lot more work done to WSDL and was it SOAP? Any info on this? Here's what I've found out so far: 1. We need a connector and it can run over SOAP, RPC or HTTP(?) http://doc.otrs.org/3.1/en/html/genericinterface.html 2. Authentication functianality when a connector is working can be done as described here: http://doc.otrs.org/3.1/en/html/auth-backends.html Am I onto something? :-) Thanks a lot for you help and time. Best regards, Andy On Thu, Apr 12, 2012 at 12:50 PM, Andy Wodfer wod...@gmail.com wrote: Dear listreaders! We're programming an external application that needs to autheticate users (agents) through OTRS. We need to know the best way and protocol to connect API calls to OTRS and authenticate users this way. Can you help us with some inputs on this or direct us to some relevant documentation? I have searched, but not found exactly what I'm looking for. Thanks! Best regards, Andy - 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] Tickets beeing duplicated in the queue named Raw
Hi Philippe, It would be probably the best to take a look in the OTRS log (which can be in a file or in syslog, depending on your configuration) and check and see what is happening around 00:10 AM. -- Mike On Mon, Apr 16, 2012 at 16:24, Martignier, Philippe philippe.martign...@wipo.int wrote: Hi there, I have the default queue (one that was created by the installation) named “Raw”. This queue is set to “inactive” and no email address is linked to it. What is strange is that I have now 13 tickets in that queue. All these tickets have been created at 00:10 am but on different days. For each of these 13 tickets I can find a duplicated one that was created one day before, around 2.40 am. This duplicated one is the one to keep as it is placed in the correct queue. We received around 300 tickets per day, so it is not a big amount of ticket to handle but I am still wondering why these tickets are created in the raw queue … specially because I understand OTRS delete the email once the ticket is created. I verified with our IT if it was not our fault (that the email was re-created by a backup procedure for example), but it is not the case. Any help welcome! Thanks Philippe Philippe Martignier Communications Division Customer Service Center Email : philippe.martign...@wipo.int Phone : 00 41 022 338 72 36 Building : NC Office : 3, 316 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 - 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] RV: [Ticket#2012041542022911] OTRS registration andrea....@fsfb.org.co
Are you by any chance trying to log in after completing the web based installer? From the documentation: Congratulations! Now the installation of OTRS is finished and you should be able to work with the system (see Figure below). To log into the web interface of OTRS, use the address http://localhost/otrs/index.pl from your web browser. Log in as OTRS administrator, using the username 'root@localhost' and the password 'root'. After that you can configure the system for your needs. -- Mike On Mon, Apr 16, 2012 at 16:41, Steven Carr sjc...@gmail.com wrote: What are you trying to login to? OTRS has a demo... http://www.otrs.com/en/products/help-desk/online-demo but other than that you would need to download and install/configure the OTRS system on your own server. Steve On 15 April 2012 22:29, Rey Segura Nubia Andrea andrea@fsfb.org.co wrote: plase i need my user because i know that my password ir 123 but i dont know how is my user? my mail is andrea@fsfb.org.co De: OTRS Team [en...@otrs.com] Enviado el: domingo, 15 de abril de 2012 03:14 p.m. Para: Rey Segura Nubia Andrea Asunto: [Ticket#2012041542022911] OTRS registration Thank you very much for completing your registration! As the inventor and largest service provider of the world-leading service management solution OTRS, we provide professional services to our customers. In order to assure the usage of your OTRS, we strongly recommend to sign a Service Subscription with the OTRS Group. A subscription gives you the following key benefits: * Direct access to the team of OTRS experts * Discounts on Custom developments and migrations * Up to 4 Add-Ons http://www.otrs.com/en/solutions/subscriptions/ free of charge: * Multi-Level Service Selectionhttp://www.otrs.com/en/solutions/subscriptions/feature-add-ons/feature-add-on-multiserviceselect/ * Escalation Suspendhttp://www.otrs.com/en/solutions/subscriptions/feature-add-ons/feature-add-on-escalation-suspend/ * Dependent Selection Boxeshttp://www.otrs.com/en/solutions/subscriptions/feature-add-ons/feature-add-on-dependent-selection-boxes/ * Clipboard Image Pastehttp://www.otrs.com/en/solutions/subscriptions/feature-add-ons/feature-add-on-clipboard-image-paste/ * Dashboard Overview Filterhttp://www.otrs.com/en/solutions/subscriptions/feature-add-ons/feature-add-on-dashboard-overview-filter/ * Exclusive access to Feature Add-Onshttp://www.otrs.com/en/solutions/subscriptions/feature-add-ons/ For details about the Subscription, please have a look at: http://www.otrs.com/solutions/subscriptions/ Best regards, OTRS AG Norsk-Data-Straße 1 61352 Bad Homburg Germany T: +49 (0) 6172 681988 0 F: +49 (0) 9421 56818 18 I: http://www.otrs.com/ Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 Chairman: Burchard Steinbild, Managing Board: André Mindermann (CEO), Christopher Kuhn Get Connected ! Everything in sync with OTRS 3.1 Be an early bird with our special offer: OTRS Help Desk 3.1 Specialhttp://www.otrs.com/index.php?id=2361 Mensaje de Confidencialidad: Este mensaje de correo electrónico y los archivos anexos que contenga son de uso exclusivo de las personas o entidades que aparecen como destinatarios. Este mensaje puede contener información confidencial, de uso reservado y protegida legalmente. Si usted ha recibido este correo por equivocación tiene completamente prohibido su utilización, copia, impresión, reenvío o cualquier otra acción que divulgue su contenido o el de los archivos anexos. En este caso, por favor notifique al remitente acerca de la equivocación cometida y elimine este correo electrónico de sus sistemas de almacenamiento. Gracias. Confidentiality Notice: This e-mail and any files transmitted with it are for the sole use of the intended recipient(s). This email may contain confidential and privileged information. If you are not the intended recipient, any unauthorized review, use, disclosure, dissemination, forwarding, printing or copying of this email is strictly prohibited. If you have received this message in error please contact the sender by reply e-mail and destroy all copies of the message from all your data storage systems. Thank you. - 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 mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To
Re: [otrs] [3.1.3]: PostMasterMailbox error
Hi Marco, On Wed, Apr 11, 2012 at 10:57, Marco Vannini marco.vann...@gmail.com wrote: excuse me for the spam. Shall I open a bug or is working as aspected for you ? I guess I am a little confused, I see a lot of logs, but what is the actual issue you were having here? -- Mike - 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] [3.1.3]: PostMasterMailbox error
Hi Marco, On Mon, Apr 16, 2012 at 18:46, Marco Vannini marco.vann...@gmail.com wrote: you are right, sorry for the big caos (that I usually do :D). The problem Marco was that before 3.1.3 postmaster filter was able to land mail in queue correctly either if there were some mistake (upper vs lower case) and the same kind of problem I've found on ticket type assignment where in this case I had a space in the type definition (and not in the filter assignment). undoubtedly now it's cleaner but I've been caught by panic :D Due to this I don't know if those behavior has to be considered as bug or it will be a good point to put a note on the upgrade as issue. this is actually very nasty. In OTRS 3.1.3 we created lots of caching; this means fewer database requests which is generally a 'Good Thing (TM)'. If you run OTRS on MySQL or a database with a case insensitive collation (i.e. NOT Oracle) you could always create a ticket in a queue or ticket type regardless of case. Because if you do 'SELECT id FROM queue WHERE name = 'pOSTMASTER' it will give the exact same result as when you do 'SELECT id FROM queue WHERE name = 'Postmaster' In this case, since 3.1.3 we no longer check the database, we check the cache, and also we do not fall back to checking the database if we can't find it. And the cache is always case sensitive. I'm not quite sure if I consider this a bug but it certainly is a change in behavior! -- Mike. - 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
