[otrs] otrs statistics about carried forward tickets for a day
hi, we want find how many tickets created in a day [ new ], how many are worked upon [ closed ] and if any tickets remain opened. I am generating using report tool. But all tickets that are closed , come only in closed state, and not in new state. it is difficult to know how many actually created , closed and carried forward if any . I get report like below State Type Thu 30 Fri 31 closed 14 16 new 1 0 open 0 0 Sum 15 16 Here it should come like new is 15, closed 14, open 1. Is that possible ? - 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 Filtering -- Set CustomerID = CC Mailadress
Nobody an idea? With kind regards, Studienkreis GmbH Mark Grzella Junior IT-Projektleiter Universitätsstraße 104 44799 Bochum Tel.: 02 34/97 60 - 404 mgrze...@studienkreis.de www.studienkreis.de AG Bochum HRB 4581 Geschäftsführer: Lorenz Haase Bastian Schmidt-Faber -Ursprüngliche Nachricht- Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Grzella, Mark Gesendet: Freitag, 31. Januar 2014 15:42 An: User questions and discussions about OTRS. Betreff: [otrs] Postmaster Filtering -- Set CustomerID = CC Mailadress Hey all, i need an advice regarding otrs postmaster filtering. Task is to set the proper customer identification to the email address listed in CC on an inbound e-mail. As we are getting mails via different communication channels, we can get e-mails that are not directly send to otrs from the original customer but rather via an alternative address, for example management assistents reporting for a manager. Therefor it´ll be quite helpful to have the customer id not set to the e-mail responsible, but to the one listed in cc. I tried something like this, but with no effect at all. OTRS still sets customer id to its original sender, not to the cc one. Filter condition Headline 1 : CC value (sample) Headline 2 : From value myadr...@mydomain.de Set E-Mail Header Headline 1 : X-OTRS-CustomerUser value [***] Anybody a clue how to archive this? mit freundlichen Grüßen Studienkreis GmbH Mark Grzella Junior IT-Projektleiter Universitätsstraße 104 44799 Bochum Tel.: 02 34/97 60 - 404 mgrze...@studienkreis.de www.studienkreis.de AG Bochum HRB 4581 Geschäftsführer: Lorenz Haase Bastian Schmidt-Faber - 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 Filtering -- Set CustomerID = CC Mailadress
Hi Mark, does X-OTRS-CustomerUser match the Attribute configured in the customer's settings? Regards Daniel Litzbach Kaspersky Lab und Com-Sys auf der CeBIT 2014 Kommen Sie zu uns in Halle 12, Stand C74 - Wir senden Ihnen gerne ein Gratis-Ticket* und freuen uns auf Ihren Besuch. JETZT TICKET SICHERN: https://www.kaspersky-cebit.com/?ref=comsrc=sie *Der Versand von Gratis-E-Tickets erfolgt nur an gewerbliche Endandwender und solange der Vorrat reicht. -Ursprüngliche Nachricht- Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Grzella, Mark Gesendet: Donnerstag, 6. Februar 2014 12:56 An: User questions and discussions about OTRS. Betreff: Re: [otrs] Postmaster Filtering -- Set CustomerID = CC Mailadress Nobody an idea? With kind regards, Studienkreis GmbH Mark Grzella Junior IT-Projektleiter Universitätsstraße 104 44799 Bochum Tel.: 02 34/97 60 - 404 mgrze...@studienkreis.de www.studienkreis.de AG Bochum HRB 4581 Geschäftsführer: Lorenz Haase Bastian Schmidt-Faber -Ursprüngliche Nachricht- Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Grzella, Mark Gesendet: Freitag, 31. Januar 2014 15:42 An: User questions and discussions about OTRS. Betreff: [otrs] Postmaster Filtering -- Set CustomerID = CC Mailadress Hey all, i need an advice regarding otrs postmaster filtering. Task is to set the proper customer identification to the email address listed in CC on an inbound e-mail. As we are getting mails via different communication channels, we can get e-mails that are not directly send to otrs from the original customer but rather via an alternative address, for example management assistents reporting for a manager. Therefor it´ll be quite helpful to have the customer id not set to the e-mail responsible, but to the one listed in cc. I tried something like this, but with no effect at all. OTRS still sets customer id to its original sender, not to the cc one. Filter condition Headline 1 : CC value (sample) Headline 2 : From value myadr...@mydomain.de Set E-Mail Header Headline 1 : X-OTRS-CustomerUser value [***] Anybody a clue how to archive this? mit freundlichen Grüßen Studienkreis GmbH Mark Grzella Junior IT-Projektleiter Universitätsstraße 104 44799 Bochum Tel.: 02 34/97 60 - 404 mgrze...@studienkreis.de www.studienkreis.de AG Bochum HRB 4581 Geschäftsführer: Lorenz Haase Bastian Schmidt-Faber - 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 unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] customer user sync from AD
Summary: Newly added-to-AD customers are unable to login to OTRS as they get errors (what errors?) Is there a way OTRS sync with AD? Not for customers. And it's unnecessary, as OTRS, properly configured according to the docs for backends, will directly query AD. Also for some users, I get Authentication OK, but no such user. Is this the same or different error as part 1? Note that you will want to have both Customer Auth and CustomerUser backend connections to AD. Please read the docs and, if it helps at all, my troubleshooting LDAP post: http://forums.otterhub.org/viewtopic.php?f=60t=16543 Also, make sure your multiple backends are consistently numbered. On Wed, Feb 5, 2014 at 11:26 PM, Darshak Modi darshak.m...@elitecore.comwrote: Thanks for input. But it is already set to LDAP. This happens only to new customers created in AD. On 1/31/2014 8:39 PM, Alvaro Cordero wrote: Hello, Customer auth, needs to be configured in Config.pm and also in sysconfig via de Moduel *FrontEnd::Customer::Auth*, there you need to set the authentication mode to LDAP, otherwise it will happen what you describe. Regards 2014-01-30 Darshak Modi darshak.m...@elitecore.com Hello, We are seeing the customers currently added to AD are unable to login into OTRS as they get errors. Is there a way OTRS sync with AD ? Also for some users, I get Authentication OK, but no such user. Can someone help ? - 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 -- ___ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net - 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 unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] otrs statistics about carried forward tickets for a day
Use ticket_history table for your query. On Thu, Feb 6, 2014 at 6:29 AM, Darshak Modi darshak.m...@elitecore.comwrote: hi, we want find how many tickets created in a day [ new ], how many are worked upon [ closed ] and if any tickets remain opened. I am generating using report tool. But all tickets that are closed , come only in closed state, and not in new state. it is difficult to know how many actually created , closed and carried forward if any . I get report like below State Type Thu 30 Fri 31 closed 14 16 new 1 0 open 0 0 Sum 15 16 Here it should come like new is 15, closed 14, open 1. Is that possible ? - 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 Filtering -- Set CustomerID = CC Mailadress
We handle this by changing the CustomerID within the ticket. We only have a few of these each week that we need to do this to, or when an employee departs and we shift responsibility to another user. This sounds to me line you want to do this on ALL tickets? -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Grzella, Mark Sent: Thursday, February 6, 2014 5:56 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Postmaster Filtering -- Set CustomerID = CC Mailadress Nobody an idea? With kind regards, Studienkreis GmbH Mark Grzella Junior IT-Projektleiter Universitätsstraße 104 44799 Bochum Tel.: 02 34/97 60 - 404 mgrze...@studienkreis.de www.studienkreis.de AG Bochum HRB 4581 Geschäftsführer: Lorenz Haase Bastian Schmidt-Faber -Ursprüngliche Nachricht- Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Grzella, Mark Gesendet: Freitag, 31. Januar 2014 15:42 An: User questions and discussions about OTRS. Betreff: [otrs] Postmaster Filtering -- Set CustomerID = CC Mailadress Hey all, i need an advice regarding otrs postmaster filtering. Task is to set the proper customer identification to the email address listed in CC on an inbound e-mail. As we are getting mails via different communication channels, we can get e-mails that are not directly send to otrs from the original customer but rather via an alternative address, for example management assistents reporting for a manager. Therefor it´ll be quite helpful to have the customer id not set to the e-mail responsible, but to the one listed in cc. I tried something like this, but with no effect at all. OTRS still sets customer id to its original sender, not to the cc one. Filter condition Headline 1 : CC value (sample) Headline 2 : From value myadr...@mydomain.de Set E-Mail Header Headline 1 : X-OTRS-CustomerUser value [***] Anybody a clue how to archive this? mit freundlichen Grüßen Studienkreis GmbH Mark Grzella Junior IT-Projektleiter Universitätsstraße 104 44799 Bochum Tel.: 02 34/97 60 - 404 mgrze...@studienkreis.de www.studienkreis.de AG Bochum HRB 4581 Geschäftsführer: Lorenz Haase Bastian Schmidt-Faber - 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 unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Postmaster Filtering -- Set CustomerID = CC Mailadress
Do you have some database that would map arbitrary user A to the customer entity in OTRS? If the domain is the same for all users and you have no information about the relationship between incoming message from user A and customer ID B, I don't see how OTRS could do this -- it has to be able to determine the relationship somehow, and if user B is the actual customer, then they should be the one formally responsible in the database. One thought: if your authentication source is something like Active Directory, and you have the relationships (user A is admin for user B) in AD, you could probably query AD and substitute the source of the message as if it came from user B, and add user A as a CC. Or you could set up something external to OTRS that user B could say these are my designated proxies who can submit issues on my behalf and check that during postmaster processing. -Ursprüngliche Nachricht- Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Grzella, Mark Gesendet: Freitag, 31. Januar 2014 15:42 An: User questions and discussions about OTRS. Betreff: [otrs] Postmaster Filtering -- Set CustomerID = CC Mailadress Hey all, i need an advice regarding otrs postmaster filtering. Task is to set the proper customer identification to the email address listed in CC on an inbound e-mail. As we are getting mails via different communication channels, we can get e- mails that are not directly send to otrs from the original customer but rather via an alternative address, for example management assistents reporting for a manager. Therefor it´ll be quite helpful to have the customer id not set to the e-mail responsible, but to the one listed in cc. I tried something like this, but with no effect at all. OTRS still sets customer id to its original sender, not to the cc one. Filter condition Headline 1 : CC value (sample) Headline 2 : From value myadr...@mydomain.de Set E-Mail Header Headline 1 : X-OTRS-CustomerUser value [***] - 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] Email Filtering Question
Hi there We are testing OTRS for an upcoming project. We are an ISP and utilize Solarwinds as our network monitoring platform. I have read that there are good integration options between OTRS and Nagios for example. Has anyone worked with API level integration between the two platforms before? Just curious on experiences in that area. Also, instead of using API calls, I¹m interested in knowing more about mangling email tickets as they arrive. For example, if we had Solarwinds sent us email alerts for every time there was an up or down condition I would want to create a ticket under the actual email address of the customer effected (using a Managed customer as an example) therefore sending them an automated email acknowledgement that we know of a problem with their service. Further to that is the whole discussion around tracking up and down events in the same ticket and possibly closing the ticket automatically when there is an up event (after a down event). Any input much appreciated Paul - 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
