Re: [otrs] reg: session cookie to set as secure

[Michiel Beijen]

Hi Ravi,

What version of OTRS are you using?

OTRS versions 2.4.13 and up, 3.0.12 and up and 3.1.0beta2 and up have
secure cookies if you set HttpType to 'https' in SysConfig. For this to
work correctly it also requires that you use an SSL certificate and
configure SSL on your web server.

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

It's raining ... OTRS Feature Add-Ons:  Choose up to 10 OTRS Feature
Add-Ons for free and get direct support from the creators of OTRS  –
Become a Subscription customer now ! - http://j.mp/OBoPuj

On Wed, Nov 28, 2012 at 3:32 AM, ravi shanker  wrote:

> Hi
>
> i need help to set session cookie as secure as this one of recommendation
> from our testing team.
>
>
> Ravi Shankar
>
>
> -
> 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
>
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[otrs] Issue Regarding Auto-Response In OTRS

[Sumit Kadian]

Dear OTRS Team,

We have implemented the OTRS version--3.1.11,with mysql version-5.5.


We are facing problem while creating the Auto-Response in OTRS.It gives the
following error:::

*
The Connection Was Reset---"The connection to the server was reset while
the page was loading.


Kindly provide us proper response.


Regards:

sumit kadian
913626
*
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Re: [otrs] reg: session cookie to set as secure

[David Boyes]

Define "secure". What are their requirements? What audit trail do they require? 
What have you tried so far?

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of ravi 
shanker
Sent: Tuesday, November 27, 2012 9:33 PM
To: otrs@otrs.org
Subject: [otrs] reg: session cookie to set as secure

Hi

i need help to set session cookie as secure as this one of recommendation from 
our testing team.


Ravi Shankar
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[otrs] reg: session cookie to set as secure

[ravi shanker]

Hi

i need help to set session cookie as secure as this one of recommendation from 
our testing team.

 
Ravi Shankar-
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Re: [otrs] RPM repo (was: FW: OTRS 3.2 beta – statement from Manuel Hecht, Vice President Global Software Development)

[David Boyes]

To go further, the files needed to do the repository definition RPM are 
attached to this message. Put the OTRS RPM in a dir on your WWW server.. Fix 
your WWW server configuration to make that directory available via the WWW 
server

Then, edit the .repo files attached to reflect the URL of that dir (the 
baseurl= line is the critical one, although the one in the spec file should 
match) and run rpmbuild on the spec file. Put the resulting RPM somewhere on 
the WWW site  (the same dir as the OTRS RPM is fine) and run ‘createrepo’ in 
that directory.

You can then have people do ‘rpm –Uvh 
http://whereveryouputit.otrs.com/otrs-stable-repo.x.noarch.rpm’.  That will 
install the repository and integrate it into yum.

Then ‘yum listrepo’ to check that it installed correctly. Then ‘yum install 
otrs-rpm-name’ and watch the fun.

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Michiel 
Beijen
Sent: Tuesday, November 27, 2012 1:55 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] RPM repo (was: FW: OTRS 3.2 beta – statement from Manuel 
Hecht, Vice President Global Software Development)


Hi David,

Thanks for the suggestion - I appreciate your concern. Better packaging has 
been long on our wish list but the list is long and the amount of hours in a 
day is not.

Anyway, to be able to pull this off the upgrade process for patch level updates 
should be fool proof and should not require manual actions. Currently, it would 
still require manual reinstallation of packages via the OTRS package manager in 
case you are using ITSM, for instance. This should be taken care of by the RPM. 
That is totally fixable.

And we should create different repositories for the different minor revisions, 
so if you would like to upgrade from OTRS 3.1 to 3.2 you could do that by 
changing your package repository and running yum upgrade plus any post install 
actions, and if you would not change the repo you will keep on receiving 3.1.x 
updates.

One other topic is that we currently do not ship with an SELinux profile, which 
forces people to set selinux to permissive.

Would there be any RHEL syadmin that can help with the SElinux profile?

Would there be people interested in testing such an RPM repo?

--
Mike.
Op 27 nov. 2012 16:35 schreef "David Boyes" 
mailto:dbo...@sinenomine.net>> het volgende:
A suggestion:

Something that would be really helpful if you’d like to encourage beta testing: 
a network-accessible repository (either yum or apt, preferably both) that can 
be added to a system, and then used to install, eg a repository definition file 
that can be retrieved with wget, and then being able to do ‘yum update; yum 
install otrs’. This is enterprise software, and the “download a RPM and 
figure out how to bolt it into the various install systems” is a real PITA.

At least for the RPM variants, you just need to take the dir that contains the 
RPM and run ‘createrepo’ on it. It’s a little more work for Debian based 
systems, but IMHO it would REALLY help the uptake on beta testing. It’s also 
becoming a hallmark of a serious enterprise application to operate this way.

Feed: OTRS Community Blog
Posted on: Monday, November 26, 2012 6:54 AM
Author: Mike
Subject: OTRS 3.2 beta – statement from Manuel Hecht, Vice President Global 
Software Development


On 30th October, we have released beta 1 of OTRS 3.2. Today we have released 
the third 
beta,
 together with beta’s of our ITSM modules. After some more beta releases we’ll 
finally release the stable release on January 29th, 2013.

One of the new features Shawn already showed in an earlier blog post 
 is the 
all-new Customer Information Center. One other feature we’ll write more about 
in the upcoming weeks is the new Process Management features, with a nice GUI 
where you can design interfaces and actions.

Apart from that, we have the usual smaller and bigger performance- and UI 
improvements.

Below a video statement from Manuel Hecht, our Vice President Global Software 
Development, who talks about the new OTRS 3.2 release and more.

Please try out the 
beta
 now. We recommend that you do not use this software in production yet, 
although we are ‘dogfooding’ ourselves and have upgraded our internal portal to 
3.2.x recently. But installing it on a test environment is absolutely something 
you could consider, and plan your move to 3.2 accordingly. Obviously, OTRS 
Group can support you with 
upgrading if you want, just contact 
us to discuss. And if you are an existing customer with a Professional or 
Enterprise subscription, we’ll 
perform your upgrade 

Re: [otrs] RPM repo (was: FW: OTRS 3.2 beta – statement from Manuel Hecht, Vice President Global Software Development)

[David Boyes]

Thanks for the suggestion - I appreciate your concern. Better packaging has 
been long on our wish list but the list is long and the amount of hours in a 
day is not.

Yeah. These days it’s a real distinguishing factor, especially for 
enterprise-grade stuff. IBM and Oracle get this one wrong most of the time, and 
we yell at them too. 8-)

Enterprises don’t have time or extra bodies to deal with software that doesn’t 
work easily with the native software management strategy and tooling. You’re 
getting into the big time, and special cases that don’t use the native 
packaging systems (and have sub-packages that aren’t represented in the native 
packaging system) are a real PITA for configuration-managed environments. 
Special cases = bad for enterprise management.

But, anyway. It’d do a lot to make testing easier if we could just set up a 
virtual machine, tell it where the latest version is, and just “yum install” to 
pull in all the other stuff OTRS needs. With that, I can easily create test 
instances and use the time to test the software instead of building the 
environment to test it. 8-)

Anyway, to be able to pull this off the upgrade process for patch level updates 
should be fool proof and should not require manual actions.

Desirable, but not in the critical path. I’d really settle for just having a 
repo to get the known current stable and beta builds (one for each). That’d be 
good enough for now.  (In fact, I’d look at something like what OpenERP does – 
provide a daily build of the stable release in a known location and leave it at 
that. I don’t mind doing the additional steps while you evolve packaging 
strategies).

Currently, it would still require manual reinstallation of packages via the 
OTRS package manager in case you are using ITSM, for instance. This should be 
taken care of by the RPM. That is totally fixable.

A dummy RPM for each OTRS internal package that did the OTRS pkg mgr install 
commands in the postinstall script probably would be sufficient. Something 
similar to the RPM packaging of the CPAN libraries would be super, and could be 
programmatically generated.

And we should create different repositories for the different minor revisions, 
so if you would like to upgrade from OTRS 3.1 to 3.2 you could do that by 
changing your package repository and running yum upgrade plus any post install 
actions, and if you would not change the repo you will keep on receiving 3.1.x 
updates.

Holy Grail. 8-) See above. That can come later. Focus on the initial sw 
distribution problem for new builds first. Much smaller task.

Ø  One other topic is that we currently do not ship with an SELinux profile, 
which forces people to set selinux to permissive.Would there be any RHEL 
syadmin that can help with the SElinux profile?

If you can give me a log file from running a production OTRS in permissive 
mode/with “setenforce 0” on for a couple weeks, I can get someone to look at it 
and come up with a proposed policy file. We’re in the middle of doing a bunch 
of other profiles, one more won’t be a huge hassle. 8-)

Would there be people interested in testing such an RPM repo?

YES. I’ve got virtual machines just sitting here waiting to try it.

(Something else that just occurred to me: if you do this, it’d be trivial to 
use VMWare Studio to build a complete ready-to-use OTRS appliance image. THAT 
would be cool – base it on Centos or OpenSUSE, and distribute a complete known 
working system, either for testing or real use. Would save a huge amount of 
startup questions – if you do the repo, I’ll try generating one. )


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Re: [otrs] RPM repo (was: FW: OTRS 3.2 beta – statement from Manuel Hecht, Vice President Global Software Development)

[Michiel Beijen]

Hi David,

Thanks for the suggestion - I appreciate your concern. Better packaging has
been long on our wish list but the list is long and the amount of hours in
a day is not.

Anyway, to be able to pull this off the upgrade process for patch level
updates should be fool proof and should not require manual actions.
Currently, it would still require manual reinstallation of packages via the
OTRS package manager in case you are using ITSM, for instance. This should
be taken care of by the RPM. That is totally fixable.

And we should create different repositories for the different minor
revisions, so if you would like to upgrade from OTRS 3.1 to 3.2 you could
do that by changing your package repository and running yum upgrade plus
any post install actions, and if you would not change the repo you will
keep on receiving 3.1.x updates.

One other topic is that we currently do not ship with an SELinux profile,
which forces people to set selinux to permissive.

Would there be any RHEL syadmin that can help with the SElinux profile?

Would there be people interested in testing such an RPM repo?

--
Mike.
 Op 27 nov. 2012 16:35 schreef "David Boyes"  het
volgende:

 A suggestion:

** **

Something that would be really helpful if you’d like to encourage beta
testing: a network-accessible repository (either yum or apt, preferably
both) that can be added to a system, and then used to install, eg a
repository definition file that can be retrieved with wget, and then being
able to do ‘yum update; yum install otrs’. This is enterprise software,
and the “download a RPM and figure out how to bolt it into the various
install systems” is a real PITA. 

** **

At least for the RPM variants, you just need to take the dir that contains
the RPM and run ‘createrepo’ on it. It’s a little more work for Debian
based systems, but IMHO it would REALLY help the uptake on beta testing.
It’s also becoming a hallmark of a serious enterprise application to
operate this way. 

** **

*Feed:* OTRS Community Blog
*Posted on:* Monday, November 26, 2012 6:54 AM
*Author:* Mike
*Subject:* OTRS 3.2 beta – statement from Manuel Hecht, Vice President
Global Software Development

** **

On 30th October, we have released beta 1 of OTRS 3.2. Today we have
released the third
beta,
together with beta’s of our ITSM modules. After some more beta releases
we’ll finally release the stable release on January 29th, 2013.

One of the new features Shawn already showed in an earlier blog post
is
the all-new Customer Information Center. One other feature we’ll write more
about in the upcoming weeks is the new Process Management features, with a
nice GUI where you can design interfaces and actions.

Apart from that, we have the usual smaller and bigger performance- and UI
improvements.

Below a video statement from Manuel Hecht, our Vice President Global
Software Development, who talks about the new OTRS 3.2 release and more.



Please try out the
betanow.
We recommend that you do not use this software in production yet,
although we are ‘dogfooding’ ourselves and have upgraded our internal
portal to 3.2.x recently. But installing it on a test environment is
absolutely something you could consider, and plan your move to 3.2
accordingly. Obviously, OTRS Group can support you with
upgradingif you want, just
contact us to discuss. And if you are an existing
customer with a Professional or Enterprise
subscription,
we’ll perform your upgrade free of charge.


View 
article...


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Re: [otrs] Problem with Postmaster filters (?)

[Sune T. Tougaard]

We do something similar on our 3.1.2 install.
Not sure how I got this one figured out (or even if it's entirely correct), but 
here's a good site to test: http://regexpal.com/
(and I'm sure some regexp guru can do this 6 characters or less ;-) )

(.*\@topdomain|.*\@subdomain|.*\@subdomain\.topdomain|.*\@split\-sub\-domain|.*\@split\-sub\-domain\.topdomain)\.com

This should match:
any...@topdomain.com
any...@subdomain.com
any...@subdomain.topdomain.com
any...@split-sub-domain.com
any...@split-sub-domain.topdomain.com

The at sign may not be necessary to escape, but I read somewhere that perl 
sometimes expects the @ to be seomthing else.

--
/Sune T.


From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of 
Muhammad El-Sergani
Sent: 27. november 2012 15:20
To: User questions and discussions about OTRS.
Subject: [otrs] Problem with Postmaster filters (?)

Hi all,

I'm not sure if this is a bug or misconfiguration. We're using OTRS 3.1.11 and 
we noticed that emails are not dispatched to their right Queues using 
Postmaster filters.

We're using IMAPs, Trusted account, Dispatching by select Queue (previously by 
To: field) and tried the following syntaxes in our filters:

Filter condition (one of the following per test):
>From == @domain
>From == @domain.*
>From == .*@domain
>From == .*@domain.*

Set Email Header:
X-OTRS-Queue == Queue_name

Please let me know your thoughts, it's very frustrating and used to work OK on 
our earlier installation, 3.0.1.

Thanks
//M

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Re: [otrs] search issue

[Steven Carr]

That's not what Neil is looking/asking for, what Neil is wanting to
know is how to get the search field to interpret & literally.

I'm not sure if this is possible.

Steve


On 27 November 2012 15:57, Gerald Young  wrote:
> Ticket::Frontend::AgentTicketSearch###ExtendedSearchCondition
>
> Allows extended search conditions in ticket search of the agent interface.
> With this feature you can search w. g. with this kind of conditions like
> "(key1&&key2)" or "(key1||key2)"
>
> .
>
>
>
> On Tue, Nov 27, 2012 at 9:54 AM, Neil Simpson  wrote:
>>
>> Hi,
>>
>> We use otrs 3.1.6. if i have a ticket with subject "john & mark" and
>> search for it using "subject" or "text" or "full text" search fields i do
>> not find it using it's full subject line.
>>
>> if i only search on "john" i find it. I assume therefore it's the "&"
>> symbol and likely other special characters that the search doesn't like. i
>> tried to escape the character with \ but that did not work.
>>
>> is this a known issue, i dont find a bug report for it.
>>
>> thanks
>>
>> Neil
>>
>> -
>> 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
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Re: [otrs] search issue

[Gerald Young]

Ticket::Frontend::AgentTicketSearch###ExtendedSearchCondition

Allows extended search conditions in ticket search of the agent interface.
With this feature you can search w. g. with this kind of conditions like
"(key1&&key2)" or "(key1||key2)"

.


On Tue, Nov 27, 2012 at 9:54 AM, Neil Simpson  wrote:

> Hi,
>
> We use otrs 3.1.6. if i have a ticket with subject "john & mark" and
> search for it using "subject" or "text" or "full text" search fields i do
> not find it using it's full subject line.
>
> if i only search on "john" i find it. I assume therefore it's the "&"
> symbol and likely other special characters that the search doesn't like. i
> tried to escape the character with \ but that did not work.
>
> is this a known issue, i dont find a bug report for it.
>
> thanks
>
> Neil
>
> -
> 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
>
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[otrs] 'To' field in new note

[Juan Manuel Clavero Almirón]

Hi all,
simple question: anybody knows in which cases a note will be saved with the 
'To' field? 
I've been making tests and it seems that if the agent writing the note is 
different to the owner of the ticket, OTRS will add the owner as the "To" 
field. But my tests fail as to the responsible of the ticket: if there is no 
owner, the responsible MAY be in the "To" field, but it seems that varies with 
the responsible user...


Kind regards,
Juan Clavero

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Re: [otrs] Problem with Postmaster filters (?)

[Steven Carr]

We use the following syntax for the From value:

EMAILADDRESS:.*@full.domain.name

Steve



On 27 November 2012 14:21, Muhammad El-Sergani  wrote:
> Forgot to mention that we do not use Stop after match, is it needed here?
>
>
> Thanks
> //M
>
>
>
> On Tue, Nov 27, 2012 at 4:20 PM, Muhammad El-Sergani 
> wrote:
>>
>> Hi all,
>>
>> I'm not sure if this is a bug or misconfiguration. We're using OTRS 3.1.11
>> and we noticed that emails are not dispatched to their right Queues using
>> Postmaster filters.
>>
>> We're using IMAPs, Trusted account, Dispatching by select Queue
>> (previously by To: field) and tried the following syntaxes in our filters:
>>
>> Filter condition (one of the following per test):
>>
>> From == @domain
>> From == @domain.*
>> From == .*@domain
>> From == .*@domain.*
>>
>>
>> Set Email Header:
>>
>> X-OTRS-Queue == Queue_name
>>
>>
>> Please let me know your thoughts, it's very frustrating and used to work
>> OK on our earlier installation, 3.0.1.
>>
>> Thanks
>> //M
>>
>
>
> -
> 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
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[otrs] FW: OTRS 3.2 beta – statement from Manuel Hecht, Vice President Global Software Development

[David Boyes]

A suggestion:

Something that would be really helpful if you’d like to encourage beta testing: 
a network-accessible repository (either yum or apt, preferably both) that can 
be added to a system, and then used to install, eg a repository definition file 
that can be retrieved with wget, and then being able to do ‘yum update; yum 
install otrs’. This is enterprise software, and the “download a RPM and 
figure out how to bolt it into the various install systems” is a real PITA.

At least for the RPM variants, you just need to take the dir that contains the 
RPM and run ‘createrepo’ on it. It’s a little more work for Debian based 
systems, but IMHO it would REALLY help the uptake on beta testing. It’s also 
becoming a hallmark of a serious enterprise application to operate this way.

Feed: OTRS Community Blog
Posted on: Monday, November 26, 2012 6:54 AM
Author: Mike
Subject: OTRS 3.2 beta – statement from Manuel Hecht, Vice President Global 
Software Development


On 30th October, we have released beta 1 of OTRS 3.2. Today we have released 
the third 
beta,
 together with beta’s of our ITSM modules. After some more beta releases we’ll 
finally release the stable release on January 29th, 2013.

One of the new features Shawn already showed in an earlier blog post 
 is the 
all-new Customer Information Center. One other feature we’ll write more about 
in the upcoming weeks is the new Process Management features, with a nice GUI 
where you can design interfaces and actions.

Apart from that, we have the usual smaller and bigger performance- and UI 
improvements.

Below a video statement from Manuel Hecht, our Vice President Global Software 
Development, who talks about the new OTRS 3.2 release and more.


Please try out the 
beta
 now. We recommend that you do not use this software in production yet, 
although we are ‘dogfooding’ ourselves and have upgraded our internal portal to 
3.2.x recently. But installing it on a test environment is absolutely something 
you could consider, and plan your move to 3.2 accordingly. Obviously, OTRS 
Group can support you with 
upgrading if you want, just contact 
us to discuss. And if you are an existing customer with a Professional or 
Enterprise subscription, we’ll 
perform your upgrade free of charge.


View 
article...
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[otrs] search issue

[Neil Simpson]

Hi,

We use otrs 3.1.6. if i have a ticket with subject "john & mark" and search
for it using "subject" or "text" or "full text" search fields i do not find
it using it's full subject line.

if i only search on "john" i find it. I assume therefore it's the "&"
symbol and likely other special characters that the search doesn't like. i
tried to escape the character with \ but that did not work.

is this a known issue, i dont find a bug report for it.

thanks

Neil
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Re: [otrs] Problem with Postmaster filters (?)

[Muhammad El-Sergani]

Forgot to mention that we do not use *Stop after match*, is it needed here?


Thanks
//M



On Tue, Nov 27, 2012 at 4:20 PM, Muhammad El-Sergani wrote:

> Hi all,
>
> I'm not sure if this is a bug or misconfiguration. We're using OTRS 3.1.11
> and we noticed that emails are not dispatched to their right Queues using
> Postmaster filters.
>
> We're using IMAPs, Trusted account, Dispatching by select Queue
> (previously by To: field) and tried the following syntaxes in our filters:
>
> *Filter condition (one of the following per test):*
>
> From == @domain
> From == @domain.*
> From == .*@domain
> From == .*@domain.*
>
>
> *Set Email Header:*
>
> X-OTRS-Queue == *Queue_name*
>
>
> Please let me know your thoughts, it's very frustrating and used to work
> OK on our earlier installation, 3.0.1.
>
> Thanks
> //M
>
>
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[otrs] Problem with Postmaster filters (?)

[Muhammad El-Sergani]

Hi all,

I'm not sure if this is a bug or misconfiguration. We're using OTRS 3.1.11
and we noticed that emails are not dispatched to their right Queues using
Postmaster filters.

We're using IMAPs, Trusted account, Dispatching by select Queue (previously
by To: field) and tried the following syntaxes in our filters:

*Filter condition (one of the following per test):*

>From == @domain
>From == @domain.*
>From == .*@domain
>From == .*@domain.*


*Set Email Header:*

X-OTRS-Queue == *Queue_name*


Please let me know your thoughts, it's very frustrating and used to work OK
on our earlier installation, 3.0.1.

Thanks
//M
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[otrs] No way to order tickets on the Dashboard by last activity time?

[Muhammad El-Sergani]

Dear list,

We're currently using OTRS 3.1.11. Before that we used to have 3.0.1 and
had a package called HammerQueueView installed which was responsible for
sorting tickets viewed on the Dashboard by last action time/date. I'm sure
you are all aware of this.

And of course due to the change in architecture/"DB structure", I'm not
sure, this package no more works.

Basically, has there been anything else implemented around that would do
the same job? Better yet, could OTRS be configured that way, or
manipulated/tuned to do so? I'm no OTRS expert but would gladly welcome any
available packages and/or tutorials.

Thanks
//M
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