[otrs] R: OTRS 3.0 - Potential Owner List (refresh all button?)
The list is based on the agents preferences: if the agent has subscribed the queue, then is displayed by default. Daniele Da: otrs-boun...@otrs.org [otrs-boun...@otrs.org] per conto di Hugh Kelley [hugh.kel...@gmail.com] Inviato: martedì 5 ottobre 2010 15.57 A: User questions and discussions about OTRS. Oggetto: [otrs] OTRS 3.0 - Potential Owner List (refresh all button?) Is there any configuration option that controls the owner list options available by default in new tickets? Right now I have to hit the refresh circle for each ticket to get the full agent list populated in the pull-down. The default list only has two or three agents. Hugh - 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] R: ACL
Murilo,
have you tested the ACL using a normal user account (not an administrator)?
In my experience, some good ACL seems not to work until you test it with an
unprivileged account...
Da: otrs-boun...@otrs.org [otrs-boun...@otrs.org] per conto di Murilo Moreira
de Oliveira [murilo.more...@gmail.com]
Inviato: martedì 1 giugno 2010 14.57
A: User questions and discussions about OTRS.
Oggetto: Re: [otrs] ACL
I'm using OTRS 2.4.6 and your example worked for me. But now I'd like to
increment my acls using restriction on ticket types. The acl bellow didn't work:
$Self-{TicketAcl}-{'ACL-RelacaoTipoServico1'} = {
# match properties
Properties = {
Frontend = {
Action = ['AgentTicketPhone', 'AgentTicketEmail',
'CustomerTicketMessage'],
},
Type= {
Name = ['Incident'],
},
# I tried the options bellow too and nothing happens!
# Ticket = {
#Type = ['Incident'],
# },
# TicketType = {
# Name = ['Incident'],
# },
},
# return possible options (white list)
Possible = {
Ticket = {
Service = ['SAP System'],
},
},
};
Any ideas??
2010/6/1 Nils Leideck - ITSM
nils.leid...@leidex.netmailto:nils.leid...@leidex.net
Hi,
On 01.06.2010, at 13:10, Louis Becker wrote:
Is it a version issue perhaps? I’m running 2.3.4
Yes, you need to run at least OTRS 2.4.6 to have ACLs working with considered
AJAX reloads.
Freundliche Grüße / Kind regards
Nils Leideck
--
Nils Leideck
Senior Consultant
nils.leid...@leidex.netmailto:nils.leid...@leidex.net
nils.leid...@otrs.commailto:nils.leid...@otrs.com
http://webint.cryptonode.de / a Fractal project
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[otrs] R: How to customize log out message
You should only modify OTRS_HOME$/Kernel/Language/es.pm. Ciao, d. Da: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Per conto di Armando Irazabal Inviato: domenica 9 maggio 2010 21:43 A: otrs@otrs.org Oggetto: [otrs] How to customize log out message Hi, everybody; I want to customize logout message Desconexión satisfactoria. Gracias por utilizar OTRS! Any idea? - 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] R: R: How to customize log out message
Oh, thanks Nils... I'm not aware of that trick d. Da: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Per conto di Nils Leideck - ITSM Inviato: lunedì 10 maggio 2010 11:29 A: User questions and discussions about OTRS. Oggetto: Re: [otrs] R: How to customize log out message Hi, On 10.05.2010, at 09:12, CARNINO Daniele (FIAT ITEM) wrote: You should only modify OTRS_HOME$/Kernel/Language/es.pm. use xx_Custom.pm instead and copy that to es_Custom.pm ... this is much more update save. Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.netmailto: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/
[otrs] R: Out of Office Messages
Simply create a postmaster filter based on some rule (e.g. subject) an set X-OTRS-Ignore to Yes. Ciao, d. Da: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Per conto di Marretta, Rosanna Inviato: lunedì 12 aprile 2010 10:27 A: User questions and discussions about OTRS. Oggetto: [otrs] Out of Office Messages Hi all, Can somebody please help me on how I can stop Out of Office Messages coming into the system. Thank you and really appreciate your help on this matter. Rosanna - 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] Follow up rejected strange behaviour
Hello all, I have a bothering problem on all my OTRS servers: when someone other than the original customer replies to a closed ticket in a queue with follow-up set to reject, an automatic response is sent to both the original customer and the person who wrote the rejected follow up. But this response gets never delivered, neither to the original customer, nor to the followupper and an error is logged: Can't send to 'john@domain.com'mailto:'john@domain.com': 550sorry, I don't accept bounce messages with more than one recipient. Go read RFC2821. (#5.7.1) My question is: why a follow-up-rejected message is treated like a bounce message by the SMTP? There's a way to get the message delivered to both users? Cheers, d. Daniele Carnino Tech. Architecture Specialist @ FIAT ITEM S.p.A. Block 1, 5th Floor, Room 533 Corso Ferrucci, 112/A - 10138 Torino - Italy Phone: +39 011 00 58 107 Mobile: +39 335 635 06 40 Fax: +39 011 00 57 525 SkypeId: cardanico69 P Please consider the environment before printing this mail note - 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 enlarge Freetext Inputbox?
Hello all,
I need to enlarge the freetext inputbox on CustomerTicketMessage context.
I suppose I have to deal with CustomerTicketMessage.dtl, but I can't find
how... any help?
!-- dtl:block:FreeText --
tr
td
class=contentkey$Data{TicketFreeKeyField}:/td
td
class=contentvalue$Data{TicketFreeTextField}/td
/tr
!-- dtl:block:FreeText --
Daniele Carnino
Tech. Architecture Specialist @ FIAT ITEM S.p.A.
Block 1, 5th Floor, Room 533
Corso Ferrucci, 112/A - 10138 Torino - Italy
Phone: +39 011 00 58 107
Mobile: +39 335 635 06 40
Fax: +39 011 00 57 525
SkypeId: cardanico69
P Please consider the environment before printing this mail note
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[otrs] R: Svar: How to enlarge Freetext Inputbox?
Thanks Martin!!!
Works like a charm!!!
You saved me from a *BIG* headache...
Cheers, d.
Da: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Per conto di Martin
Møller
Inviato: lunedì 15 marzo 2010 16:00
A: 'User questions and discussions about OTRS.'
Oggetto: [otrs] Svar: How to enlarge Freetext Inputbox?
Hi Carnino.
I have done it like this (in AgentTicketPhone.dtl) -- and commented the part
where the freetext fields auto-iterate later on... :
!-- dtl:block:TicketFreeText1 --
tr
td class=contentkey$Data{TicketFreeKeyField1}:/td
!-- td class=contentvalue$Data{TicketFreeTextField1}/td --
td class=contentvalueinput type=text name=TicketFreeText1
value= size=71/font color=red size=-2/font/td
/tr
!-- dtl:block:TicketFreeText1 --
!-- dtl:block:TicketFreeText2 --
tr
td class=contentkey$Data{TicketFreeKeyField2}:/td
td class=contentvalueinput type=text name=TicketFreeText2
value= size=71/font color=red size=-2/font/td
/tr
!-- dtl:block:TicketFreeText2 --
!-- dtl:block:TicketFreeText3 --
tr
td class=contentkey$Data{TicketFreeKeyField3}:/td
td class=contentvalueinput type=text name=TicketFreeText3
value= size=71/font color=red size=-2/font/td
/tr
!-- dtl:block:TicketFreeText3 --
If you look at the page source you will see something fairly similar, except
for the 'size=xx' bit on the page you want to change. You may want to alter
the above slightly to match the given page.
I think that is the only way for now.
Regards,
/Martin.
CARNINO Daniele (FIAT ITEM) daniele.carn...@fiatgroup.com 15. marts
2010 15:38
Hello all,
I need to enlarge the freetext inputbox on CustomerTicketMessage context.
I suppose I have to deal with CustomerTicketMessage.dtl, but I can't find
how... any help?
!-- dtl:block:FreeText --
tr
td
class=contentkey$Data{TicketFreeKeyField}:/td
td
class=contentvalue$Data{TicketFreeTextField}/td
/tr
!-- dtl:block:FreeText --
Daniele Carnino
Tech. Architecture Specialist @ FIAT ITEM S.p.A.
Block 1, 5th Floor, Room 533
Corso Ferrucci, 112/A - 10138 Torino - Italy
Phone: +39 011 00 58 107
Mobile: +39 335 635 06 40
Fax: +39 011 00 57 525
SkypeId: cardanico69
P Please consider the environment before printing this mail note
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[otrs] R: Email tickets
If you talk about the Email-Ticket (ticket outbound) is quite simple: you can send a mail on behalf of you support-area to a customer, put someone in cc or even in bcc and, at the same time, open a ticket. We use this in order to trace our self-triggered activities. Ciao, d. Da: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Per conto di manish ramteke Inviato: mercoledì 10 marzo 2010 12:51 A: User questions and discussions about OTRS. Oggetto: Re: [otrs] Email tickets Hi, Please help me with this. On Wed, Mar 10, 2010 at 1:11 PM, manish ramteke manish.s.ramt...@gmail.commailto:manish.s.ramt...@gmail.com wrote: Hi, What are the use cases for which one should go for creating email ticket on web interface and not phone tickets or sending a mail. Thanks and Regards, Manish Ramteke Regards, Manish Ramteke - 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] R: Use of Note Type which is present in close ticket page
Note internal is visible only to the agents. Note external is visible also to the customer, provided that the customer is enabled to the customer interface. Ciao, d. Da: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Per conto di manish ramteke Inviato: mercoledì 10 marzo 2010 12:53 A: User questions and discussions about OTRS. Oggetto: Re: [otrs] Use of Note Type which is present in close ticket page Hi, Please help me with this. On Wed, Mar 10, 2010 at 1:01 PM, manish ramteke manish.s.ramt...@gmail.commailto:manish.s.ramt...@gmail.com wrote: Hi, Please let me know few cases for which we would like to use field Note Type on page appears while closing tickets.What is meaning of note-internal and note-external values for Note Type field and how can I configure them. Thanks in advance. Regards, Manish Ramteke Regards, Manish Ramteke - 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] R: R: unable to use master/slave feature
You mean that with this trick you can set an existing ticket as Master? Thanks for the hint, Leonardo... ;-) Da: otrs-boun...@otrs.org [otrs-boun...@otrs.org] per conto di Nils Leideck - ITSM [nils.leid...@leidex.net] Inviato: venerdì 5 marzo 2010 20.45 A: User questions and discussions about OTRS. Oggetto: Re: [otrs] R: unable to use master/slave feature Hi, try and play around with FreeTextField Number 12 ... ;-) in example enable it for Note. On 05.03.2010, at 16:06, CARNINO Daniele (FIAT ITEM) wrote: I've tested this feature once, but I remember that has seemed rather tricky to me, but working. In order to use this feature, you need to manually open a new ticket and set it as a master first, then link the others ticket you wish to control to the master, which should be visible in the link list, now. As far as I can remember there's no way to use an existing ticket as a master: you need to open one only for this purpose. Anyway, is more complex to explain than to make it, believe me: sorry for the confused explanation, d. Da: otrs-boun...@otrs.orgmailto:otrs-boun...@otrs.org [otrs-boun...@otrs.org] per conto di Leonardo Certuche [leonardo.certu...@itcon-ltda.com] Inviato: venerdì 5 marzo 2010 15.18 A: User questions and discussions about OTRS. Oggetto: [otrs] unable to use master/slave feature Hi there, We have OTRS 2.4.5 with ITSM 1.3.2 and just installed http://ftp.otrs.org/pub/otrs/packages/MasterSlave-1.0.1.opm in order to take advantage of its features (announced athttp://otrs.org/2.4/features/) I installed the package, reload the web interface and even restarted the OTRS service but I still don't see the master or slave options when linking a ticket (I only see parent and child options) I'm assuming this options are shown at /otrs/index.pl?Action=AgentLinkObjectSourceObject=Tickethttp://index.pl?Action=AgentLinkObjectSourceObject=Tickethttp://index.pl/?Action=AgentLinkObjectSourceObject=Ticket is that right? Is there something else I should do in order have this feature working? Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.netmailto: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/
[otrs] R: R: R: unable to use master/slave feature
Of course I mean: thank Nils! ;-) Sorry Da: otrs-boun...@otrs.org [otrs-boun...@otrs.org] per conto di CARNINO Daniele (FIAT ITEM) [daniele.carn...@fiatgroup.com] Inviato: sabato 6 marzo 2010 17.59 A: User questions and discussions about OTRS. Oggetto: [otrs] R: R: unable to use master/slave feature You mean that with this trick you can set an existing ticket as Master? Thanks for the hint, Leonardo... ;-) Da: otrs-boun...@otrs.org [otrs-boun...@otrs.org] per conto di Nils Leideck - ITSM [nils.leid...@leidex.net] Inviato: venerdì 5 marzo 2010 20.45 A: User questions and discussions about OTRS. Oggetto: Re: [otrs] R: unable to use master/slave feature Hi, try and play around with FreeTextField Number 12 ... ;-) in example enable it for Note. On 05.03.2010, at 16:06, CARNINO Daniele (FIAT ITEM) wrote: I've tested this feature once, but I remember that has seemed rather tricky to me, but working. In order to use this feature, you need to manually open a new ticket and set it as a master first, then link the others ticket you wish to control to the master, which should be visible in the link list, now. As far as I can remember there's no way to use an existing ticket as a master: you need to open one only for this purpose. Anyway, is more complex to explain than to make it, believe me: sorry for the confused explanation, d. Da: otrs-boun...@otrs.orgmailto:otrs-boun...@otrs.org [otrs-boun...@otrs.org] per conto di Leonardo Certuche [leonardo.certu...@itcon-ltda.com] Inviato: venerdì 5 marzo 2010 15.18 A: User questions and discussions about OTRS. Oggetto: [otrs] unable to use master/slave feature Hi there, We have OTRS 2.4.5 with ITSM 1.3.2 and just installed http://ftp.otrs.org/pub/otrs/packages/MasterSlave-1.0.1.opm in order to take advantage of its features (announced athttp://otrs.org/2.4/features/) I installed the package, reload the web interface and even restarted the OTRS service but I still don't see the master or slave options when linking a ticket (I only see parent and child options) I'm assuming this options are shown at /otrs/index.pl?Action=AgentLinkObjectSourceObject=Tickethttp://index.pl?Action=AgentLinkObjectSourceObject=Tickethttp://index.pl/?Action=AgentLinkObjectSourceObject=Ticket is that right? Is there something else I should do in order have this feature working? Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.netmailto: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/ - 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] R: unable to use master/slave feature
I've tested this feature once, but I remember that has seemed rather tricky to me, but working. In order to use this feature, you need to manually open a new ticket and set it as a master first, then link the others ticket you wish to control to the master, which should be visible in the link list, now. As far as I can remember there's no way to use an existing ticket as a master: you need to open one only for this purpose. Anyway, is more complex to explain than to make it, believe me: sorry for the confused explanation, d. Da: otrs-boun...@otrs.org [otrs-boun...@otrs.org] per conto di Leonardo Certuche [leonardo.certu...@itcon-ltda.com] Inviato: venerdì 5 marzo 2010 15.18 A: User questions and discussions about OTRS. Oggetto: [otrs] unable to use master/slave feature Hi there, We have OTRS 2.4.5 with ITSM 1.3.2 and just installed http://ftp.otrs.org/pub/otrs/packages/MasterSlave-1.0.1.opm in order to take advantage of its features (announced at http://otrs.org/2.4/features/) I installed the package, reload the web interface and even restarted the OTRS service but I still don't see the master or slave options when linking a ticket (I only see parent and child options) I'm assuming this options are shown at /otrs/index.pl?Action=AgentLinkObjectSourceObject=Tickethttp://index.pl?Action=AgentLinkObjectSourceObject=Ticket is that right? Is there something else I should do in order have this feature working? Thanks, Leonardo Certuche - 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] R: R: unable to use master/slave feature
Once you have created a Master Ticket, then you have two choice: a) create manually the slave ticket(s): not so useful IMHO, but the Master Ticket will be available in the Master Ticket drop down menu. If you do, this will teach you that the link between master and slave is a parent-child type. b) link existing ticket(s) as child of the master; The description of the functionality in the package (a new link type will be available) is unaccurate. Actually, the link types remains the same even after installation of Master-Slave package. Regards, d. Da: otrs-boun...@otrs.org [otrs-boun...@otrs.org] per conto di Leonardo Certuche [leonardo.certu...@itcon-ltda.com] Inviato: venerdì 5 marzo 2010 16.41 A: User questions and discussions about OTRS. Oggetto: Re: [otrs] R: unable to use master/slave feature Hi Daniele, Thanks for your explanation, I just created a new ticket, marked it as master and then I went to some other ticket and clicked on the Link button, then I paste the ticket number of the master ticket on the Ticket# box but before clicking the Link button, I guess I should choose if it's a master or slave type of link but it only shows to me parent and child options. Am I missing something here? Leonardo Certuche On 5 March 2010 10:06, CARNINO Daniele (FIAT ITEM) daniele.carn...@fiatgroup.commailto:daniele.carn...@fiatgroup.com wrote: I've tested this feature once, but I remember that has seemed rather tricky to me, but working. In order to use this feature, you need to manually open a new ticket and set it as a master first, then link the others ticket you wish to control to the master, which should be visible in the link list, now. As far as I can remember there's no way to use an existing ticket as a master: you need to open one only for this purpose. Anyway, is more complex to explain than to make it, believe me: sorry for the confused explanation, d. Da: otrs-boun...@otrs.orgmailto:otrs-boun...@otrs.org [otrs-boun...@otrs.orgmailto:otrs-boun...@otrs.org] per conto di Leonardo Certuche [leonardo.certu...@itcon-ltda.commailto:leonardo.certu...@itcon-ltda.com] Inviato: venerdì 5 marzo 2010 15.18 A: User questions and discussions about OTRS. Oggetto: [otrs] unable to use master/slave feature Hi there, We have OTRS 2.4.5 with ITSM 1.3.2 and just installed http://ftp.otrs.org/pub/otrs/packages/MasterSlave-1.0.1.opm in order to take advantage of its features (announced at http://otrs.org/2.4/features/) I installed the package, reload the web interface and even restarted the OTRS service but I still don't see the master or slave options when linking a ticket (I only see parent and child options) I'm assuming this options are shown at /otrs/index.pl?Action=AgentLinkObjectSourceObject=Tickethttp://index.pl?Action=AgentLinkObjectSourceObject=Tickethttp://index.pl?Action=AgentLinkObjectSourceObject=Ticket is that right? Is there something else I should do in order have this feature working? Thanks, Leonardo Certuche - 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/
[otrs] R: installing perl modules
Simply run (otrs_home_dir)/bin/otrs.checkModules to see the currently available/unavailable mandatory/optional modules. Ciao, d. Da: otrs-boun...@otrs.org [otrs-boun...@otrs.org] per conto di Michael Mitchell [mmitch...@6ave.com] Inviato: giovedì 17 dicembre 2009 21.34 A: 'otrs@otrs.org' Oggetto: [otrs] installing perl modules How do I excute the command to see if I have the correct perl modules running and where would I begin to look, any help would great thanks. Michael D Mitchell Sixth Avenue Electronics Help Desk / Tech 973-924-8669 Office - 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] R: Reports in OTRS 2.3.4
You may start with OTRS Manager to see if fits your needs... http://www.tokaware.com/index.php?page=otrsm_overview_en Ciao, d. -Messaggio originale- Da: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Per conto di Rabindra Pandey Inviato: mercoledì 10 giugno 2009 11:28 A: User questions and discussions about OTRS. Oggetto: [otrs] Reports in OTRS 2.3.4 Hi All, I want to create some management reports like - age of ticket, tickets that are not assigned for more than a certain days, number of tickets opened/closed per day per queue etc. I was wondering if there is a facility to prepare such reports in OTRS (2.3.4) or some one has done these kind of reports. I am a newbie to OTRS and your help is greatly appreciated. Thanks - 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/
[otrs] R: Make the postmaster mail plugin check for new work orders quicker.
Hi Justin, the right way to do that is to use the otrs cron scripts already provided. You should go to $OTRS_HOME/var/cron, then modify the postmaster_mailbox.dist file like this # fetch email every 2 minutes */2 * * * *$HOME/bin/PostMasterMailbox.pl /dev/null save it as $OTRS_HOME/var/cron/postmaster_mailbox (without .dist extension) then issue a as root a: $OTRS_HOME/bin/Cron.sh restart otrs Ciao, d. Da: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Per conto di Justin Holt Inviato: giovedì 28 maggio 2009 22:30 A: otrs@otrs.org Oggetto: [otrs] Make the postmaster mail plugin check for new work orders quicker. Hi all, I was just wondering if there was anyway to decrease the time between when the postmaster mail plugin checks for mail. Right now it does it every 10 minutes (ex. 3:40 then again at 3:50 and again at 4:00). Is there anyway to have it maybe check every 5 minutes or every minute? I have tried playing with the Crontab.txt file with no change in speed. Thanks a lot, Justin Holt Town of Vernon IT Intern - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] R: error executing PostMasterMailbox.pl
Usually, under Debian/Ubuntu, you should run Setpermission.sh as: sudo /opt/otrs/bin/SetPermissions.sh /opt/otrs otrs www-data www-data www-data or, if you run Apache as otrs user (which is not my case, so I'm guessing!) this should change this to: sudo /opt/otrs/bin/SetPermissions.sh /opt/otrs otrs otrs www-data www-data if you've put otrs user under group www-data. -Messaggio originale- Da: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Per conto di maximx86 Inviato: venerdì 8 maggio 2009 9:45 A: User questions and discussions about OTRS. Oggetto: Re: [otrs] error executing PostMasterMailbox.pl Hello Michiel I did like you said and isntalled OTRS from source. The installation went fine, but when I try to log in a get: Error: Can't write /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm: Permission denied! I ran SetPermissions.sh again and heres is the output: supp...@otrs:/opt/otrs/bin$ sudo /opt/otrs/bin/SetPermissions.sh /opt/otrs otrs otrs SetPermissions.sh $Revision: 1.35 $ - set OTRS file permissions Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ bin/SetPermissions.pl 1.3 - set OTRS file permissions Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ Setting permissions on /opt/otrs Setting permissions on /opt/otrs/var Setting permissions on /opt/otrs/bin Setting permissions on Kernel/Config.pm supp...@otrs:/opt/otrs/bin$ I also ran SetPermissions.pl but still get lot of accessdenied Is there a way of setting permissions manually? Regards, maxim On Wed, Apr 29, 2009 at 3:36 PM, Michiel Beijen mich...@beefreeit.nl wrote: So OK, here's the catch.. I found out that the otrs2 package on Debian/Ubuntu uses the www-data user for this. If you'd like to run PostMasterMailbox.pl by hand you'd use 'sudo su - www-data' The cronjobs for OTRS are NOT installed after using the otrs2 package; please refer to: http://doc.otrs.org/2.3/en/html/x414.html#cronjobs Also, there's an issue with the configuration of Apache2::Reload if you are using the otrs2 package; see bug http://bugs.otrs.org/show_bug.cgi?id=3811 -this renders the Package Manager unusable. What you could do is to install OTRS from source - as I explained in the bug. It's not that much work. Kind regards, -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl On Wed, Apr 29, 2009 at 14:33, maximx86 maxim...@gmail.com wrote: Hi Michiel, Right, I've done exactly like you said: maxim...@maxim:~$ sudo su - otrs maxim...@maxim:~$ maxim...@maxim:~$ cd /usr/share/otrs/bin maxim...@maxim:/usr/share/otrs/bin$ maxim...@maxim:/usr/share/otrs/bin$ ./PostMasterMailbox.pl Can't locate /etc/otrs/database.pm in @INC (@INC contains: /usr/share/otrs/Kernel/cpan-lib /usr/share/otrs /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl .) at /usr/share/otrs/Kernel/Config.pm line 25. BEGIN failed--compilation aborted at /usr/share/otrs/Kernel/Config.pm line 35. Compilation failed in require at ./PostMasterMailbox.pl line 36. BEGIN failed--compilation aborted at ./PostMasterMailbox.pl line 36. maxim...@maxim:/usr/share/otrs/bin$ Got the same error msg... :( I found this info but not sure how to follow http://lists.otrs.org/pipermail/otrs/2008-July/023999.html Thanks again! On Wed, Apr 29, 2009 at 12:14 PM, Michiel Beijen mich...@beefreeit.nl wrote: Could this just be a permissions issue? When you run it from the web you'll run it as the OTRS user; did you do 'sudo su - otrs' before you tried running PostMasterMailbox.pl? -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl On Wed, Apr 29, 2009 at 12:07, maximx86 maxim...@gmail.com wrote: on Ubuntu 9.04 from its repositories. It works perfectly, The only thing I cannot get set up is PostMasterMailbox.pl to schedule fetching emails from the POP account. It works fine when in Mail --- -- 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/ - 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] R: How to change the sender address when I forwarded a ticket?
Hi Melissa, why use the forward action to interact with the user? In my opinion this action should be used in order to forward a ticket to a solution group or an agent outside the OTRS domain, when the ticket is out-of-scope. If you use the reply functions to interact with the user, OTRS will not create a new ticket if your message gets a reply. Otherwise, the only way to forward from a different address would be to create a new queue (associated with this new address) and move the ticket in this queue right before the forward: but it seems to be rather clumsy, isn'it? Ciao, d. Da: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Per conto di Melissa Inviato: lunedì 27 aprile 2009 15:12 A: otrs@otrs.org Oggetto: [otrs] How to change the sender address when I forwarded a ticket? Hello girls, guys, I have little question. In my OTRS domain only agents have access to OTRS.(No users) When I forward a ticket to the user, can I change the sender address for another one? (A particular queue for example). The reason is because if the user send a reply to our OTRS address, OTRS will create a new ticket. Thanks in advance Melissa - 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] R: customer backend authentication
Hi Lakshan,
you should only split the auth backend like this:
# #
# LDAP authentication for Customers#
# #
$Self-{'Customer::AuthModule1'} = 'Kernel::System::CustomerAuth::LDAP';
$Self-{'Customer::AuthModule::LDAP::Host1'} = 'subdomain.domain.com';
$Self-{'Customer::AuthModule::LDAP::BaseDN1'} =
'DC=sub,DC=fiatgesco,DC=com';
$Self-{'Customer::AuthModule::LDAP::UID1'} = 'sAMAccountName';
$Self-{'Customer::AuthModule::LDAP::SearchUserDN1'} =
'serviceu...@subdomain.domain.com';
$Self-{'Customer::AuthModule::LDAP::SearchUserPw1'} = 'password';
# #
# System authentication for customers#
# #
$Self-{'Customer::AuthModule2'} = 'Kernel::System::CustomerAuth::DB';
$Self-{'Customer::AuthModule::DB::Table2'} = 'customer_user';
$Self-{'Customer::AuthModule::DB::CustomerKey2'} = 'login';
$Self-{'Customer::AuthModule::DB::CustomerPassword2'} = 'pw';
Ciao, d.
Da: otrs-boun...@otrs.org [otrs-boun...@otrs.org] per conto di Lakshan
Fernando. [lakshan2...@yahoo.com]
Inviato: venerdì 3 aprile 2009 4.34
A: otrs@otrs.org
Oggetto: Re: [otrs] customer backend authentication
Hi every one,
Can some one help regarding this matter, please i have only able to sort this
out to authenticate agents via LDAP and customer via LDAP but now i have a
requirement to authenticate agent via LDAP and Customer via LDAP and DB both. i
tried by googling but didn't able to sort this out.
I would be really appreciate if some on can help on this
Thanks you
Lakshan
--- On Thu, 4/2/09, Lakshan Fernando. lakshan2...@yahoo.com wrote:
From: Lakshan Fernando. lakshan2...@yahoo.com
Subject: Re: [otrs] customer backend authentication
To: User questions and discussions about OTRS. otrs@otrs.org
Date: Thursday, April 2, 2009, 3:17 PM
Thanks for the reply
Matthew,
the example config has only Agent LDAP and customer LDAP
authentication only but i want to authenticate agent LDAP,
customer LDAP and customer DB (for out side customers)
can you please provide me if their is any config which is
working currently
thanks you
Lakshan
--- On Thu, 4/2/09, Matthew Coulson
jmcoul...@gmail.com wrote:
From: Matthew Coulson jmcoul...@gmail.com
Subject: Re: [otrs] customer backend authentication
To: User questions and discussions about
OTRS. otrs@otrs.org
Date: Thursday, April 2, 2009, 2:51 PM
I posted a full configuration a few days ago, check
the
archive!
2009/4/2 Lakshan Fernando.
lakshan2...@yahoo.com
Hi,
I want to authenticate agents via LDAP and
customer's via LDAP and DB (back
end). have some one done this if so please kindly
send
me the configuration
i tried with the OTRS site examples but
didn't
work out
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[otrs] R: About Ticket Owner
Hi Arlene 1. The ticket is owned by the creator, but is not assigned to anyone 2. The ticket is owned by OTRS Admin (user with ID=1) by default, or by any other owner defined in Postmaster sysconfig Keep in mind that in OTRS a ticket always have a owner, but may or may not be assigned to the owner itself. Ciao, d. Da: otrs-boun...@otrs.org [otrs-boun...@otrs.org] per conto di Arlene Wu [arlene...@heartsome.net] Inviato: martedì 3 marzo 2009 6.58 A: User questions and discussions about OTRS. Oggetto: [otrs] About Ticket Owner Hi, I would like to know how the system assigns owner to a ticket if no owner selected when creating. 1. Create a ticket directly in the OTRS system, without owner selected. 2. Create a ticket via email. Who will be the owner in the above two circumstances? Thanks in advance! Arlene - 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/
[otrs] LDAP auth from different, trusted domains
Hello,
I have a problem in authenticating the agents on differents 2003 Active
Directory domain.
Let's suppose that DOMAIN1 is in trust with DOMAIN2.
This configuration, of course works without hassle:
# #
# DOMAIN 1 authentication for Agents #
# #
$Self-{'AuthModule1'} = 'Kernel::System::Auth::LDAP';
$Self-{'AuthModule::LDAP::Host1'} = 'subdomain.domain.com';
$Self-{'AuthModule::LDAP::BaseDN1'} = 'DC=subdomain,DC=domain,DC=com';
$Self-{'AuthModule::LDAP::UID1'} = 'sAMAccountName';
$Self-{'AuthModule::LDAP::SearchUserDN1'} = 'u...@subdomain.domain.com';
$Self-{'AuthModule::LDAP::SearchUserPw1'} = 'passwd';
# #
# DOMAIN 2 authentication for Agents #
# #
$Self-{'AuthModule2'} = 'Kernel::System::Auth::LDAP';
$Self-{'AuthModule::LDAP::Host2'} = 'anothersubdomain.anotherdomain.com';
$Self-{'AuthModule::LDAP::BaseDN2'} =
'DC=anothersubdomain,DC=anotherdomain,DC=com';
$Self-{'AuthModule::LDAP::UID2'} = 'sAMAccountName';
$Self-{'AuthModule::LDAP::SearchUserDN2'} =
'anotheru...@anothersubdomain.anotherdomain.com';
$Self-{'AuthModule::LDAP::SearchUserPw2'} = 'passwd';
but the drawback is that you need two different users to authenticate on the
domains, one in DOMAIN1 userspace and another on DOMAIN2 userspace.
What if I want to authenticate users belonging to both domains using only one
user, since the domains are in trust?
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[otrs] R: How many postmaster email accounts?
Ciao Paolo, I think that fetch mail safely from 230 accounts may be too much for a single instance, I actually run a site with about 50 exchange mailbox attached through POP3 connector, fetching email every 5 minutes. If everything works as expected, usually I have no problem in fetching all emails in a minute or so (depending on the traffic) But if some issue on the mail infrastructure is arising, well, it's normal to have some timeout in fetching. This lead to an overlapping in script execution that requires some manual intervention to get things back to normal. In this case, you may schedule the script on a large interval, if it's ok for you... but you should evaluate carefully how many mails this 230 mbx gets daily and how fast is you network and your mail infrastructure. d. Da: otrs-boun...@otrs.org [otrs-boun...@otrs.org] per conto di Paolo Epifani [paolo.epif...@comune.torino.it] Inviato: mercoledì 25 febbraio 2009 10.43 A: otrs@otrs.org Oggetto: [otrs] How many postmaster email accounts? Hi I'm new in the otrs project. I'm considering to use otrs as Ticket Request System but I have some big question. I work for a Government company that has several public email accounts to which people can post information requests. I've counted these email accounts... They are about 230. So, in your experience... - how many postmaster email accounts can support otrs? There is a limit? - what hardware requirements for this scenario? - have you encountered memory problems using otrs? Regards Paolo Epifani ___ PAOLO EPIFANI ___ Città di Torino - Settore Servizi Telematici Redazione Web - Indirizzo: Via Meucci, 4 - 10121 TORINO - Piano: 4, Ufficio 422 - Telefono: +39 011 4430559 - Fax: +39 011 4430583 - E-mail: paolo.epif...@comune.torino.itmailto:paolo.epif...@comune.torino.it - Web site: http://www.comune.torino.it ___ - 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] R: LDAP Binding Issue
At my site (i'm not in office now, so I'm trying to guess...) i use something
like:
$Self-{'AuthModule'} = 'Kernel::System::Auth::LDAP';
$Self-{'AuthModule::LDAP::Host'} = 'subdomain.domain.com';
$Self-{'AuthModule::LDAP::BaseDN'} = 'DC=subdomain,DC=domain,DC=com';
$Self-{'AuthModule::LDAP::UID'} = 'sAMAccountName';
$Self-{'AuthModule::LDAP::SearchUserDN'} = 'adu...@subdomain.domain.com';
$Self-{'AuthModule::LDAP::SearchUserPw'} = 'password'
and everything works perfectly.
Hope this helps.
Da: otrs-boun...@otrs.org [otrs-boun...@otrs.org] per conto di Voss, Darryl
[dv...@taltrade.com]
Inviato: venerdì 13 febbraio 2009 20.02
A: otrs@otrs.org
Oggetto: [otrs] LDAP Binding Issue
Hi all,
I’m trying to setup OTRS to authenticate agent logins with AD. Here is a clip
from my Config.pm:
# -#
# ldap settings#
# -#
$Self-{'AuthModule'} = 'Kernel::System::Auth::LDAP';
$Self-{'AuthModule::LDAP::Host'} = '10.67.100.5’;
$Self-{'AuthModule::LDAP::BaseDN'} = 'dc=towtradtal,dc=com';
$Self-{'AuthModule::LDAP::UID'} = 'sAMAccountName';
$Self-{'AuthModule::LDAP::SearchUserDN'} = 'CN=otrsLDAP,OU=Service
Accounts,OU=Users,OU=Chicago,DC=towtradtal,DC=com';
$Self-{'AuthModule::LDAP::SearchUserPW'} = '*';
$Self-{'AuthModule::LDAP::GroupDN'} = 'CN=Domain
Users,CN=Builtin,DC=towtradtal,DC=com';
$Self-{'AuthModule::LDAP::UserAttr'} = 'DN';
$Self-{'AuthModule::LDAP::AccessAttr'} = 'member';
$Self-{'AuthModule::LDAP::Params'} = {
port = 389,
timeout = 120,
async = 0,
version = 3,
};
In following the OTRS documentation as well as cross-referencing other posts on
this subject, I’m pretty sure the config file is setup correctly and does not
include any syntax errors. However, my problem is that when logging in to
OTRS, I get “Login Failed! Your username and password was entered incorrectly.”
I then checked the apache logs and found the following entry:
ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Fri Feb 13 12:36:59 2009
Message: Search failed! : LdapErr: DSID-0C090627, comment: In order to
perform this operation a successful bind must be completed on the connection.,
data 0, vece
Traceback (4362):
Module: Kernel::System::Auth::LDAP::Auth (v1.47.2.3) Line: 218
Module: Kernel::System::Auth::Auth (v1.29) Line: 121
Module: Kernel::System::Web::InterfaceAgent::Run (v1.35) Line: 192
Module: /opt/otrs/bin/cgi-bin/index.pl (v1.87) Line: 47
I’ve verified that the credentials I have specified for the user otrsLDAP are
correct by binding to AD through LDP.exe. I’d really appreciate if someone
could let me know if they’d run into this or know what might be causing the
bind to fail.
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[otrs] R: R: LDAP Binding Issue
On which version of Net::LDAP you rely on? I use v0.36.
Why don't you give a try to install a newer version through MCPAN shell.
Have you checked the clock skew between you server and the domain controller:
some kerberos does'n accept token's coming from a machine with more than 5 min
skew.
For this purpose you may install samba client tools and issue a
net time -S subdomain.domain.com set
Sorry I've no more ideas about this weird problem...
Da: otrs-boun...@otrs.org [otrs-boun...@otrs.org] per conto di Voss, Darryl
[dv...@taltrade.com]
Inviato: venerdì 13 febbraio 2009 21.41
A: User questions and discussions about OTRS.
Oggetto: Re: [otrs] R: LDAP Binding Issue
Thanks Daniele,
From your comments, it appears the only difference is in how we specify the
SearchUserDN property. Unfortunately I too have tried use the format of
usern...@domain.com and receive the same error message. Any other suggestions?
Darryl
-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of CARNINO
Daniele (FIAT ITEM)
Sent: Friday, February 13, 2009 2:37 PM
To: User questions and discussions about OTRS.
Subject: [otrs] R: LDAP Binding Issue
At my site (i'm not in office now, so I'm trying to guess...) i use something
like:
$Self-{'AuthModule'} = 'Kernel::System::Auth::LDAP';
$Self-{'AuthModule::LDAP::Host'} = 'subdomain.domain.com';
$Self-{'AuthModule::LDAP::BaseDN'} = 'DC=subdomain,DC=domain,DC=com';
$Self-{'AuthModule::LDAP::UID'} = 'sAMAccountName';
$Self-{'AuthModule::LDAP::SearchUserDN'} = 'adu...@subdomain.domain.com';
$Self-{'AuthModule::LDAP::SearchUserPw'} = 'password'
and everything works perfectly.
Hope this helps.
Da: otrs-boun...@otrs.org [otrs-boun...@otrs.org] per conto di Voss, Darryl
[dv...@taltrade.com]
Inviato: venerdì 13 febbraio 2009 20.02
A: otrs@otrs.org
Oggetto: [otrs] LDAP Binding Issue
Hi all,
I'm trying to setup OTRS to authenticate agent logins with AD. Here is a clip
from my Config.pm:
# -#
# ldap settings#
# -#
$Self-{'AuthModule'} = 'Kernel::System::Auth::LDAP';
$Self-{'AuthModule::LDAP::Host'} = '10.67.100.5';
$Self-{'AuthModule::LDAP::BaseDN'} = 'dc=towtradtal,dc=com';
$Self-{'AuthModule::LDAP::UID'} = 'sAMAccountName';
$Self-{'AuthModule::LDAP::SearchUserDN'} = 'CN=otrsLDAP,OU=Service
Accounts,OU=Users,OU=Chicago,DC=towtradtal,DC=com';
$Self-{'AuthModule::LDAP::SearchUserPW'} = '*';
$Self-{'AuthModule::LDAP::GroupDN'} = 'CN=Domain
Users,CN=Builtin,DC=towtradtal,DC=com';
$Self-{'AuthModule::LDAP::UserAttr'} = 'DN';
$Self-{'AuthModule::LDAP::AccessAttr'} = 'member';
$Self-{'AuthModule::LDAP::Params'} = {
port = 389,
timeout = 120,
async = 0,
version = 3,
};
In following the OTRS documentation as well as cross-referencing other posts on
this subject, I'm pretty sure the config file is setup correctly and does not
include any syntax errors. However, my problem is that when logging in to
OTRS, I get Login Failed! Your username and password was entered incorrectly.
I then checked the apache logs and found the following entry:
ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Fri Feb 13 12:36:59 2009
Message: Search failed! : LdapErr: DSID-0C090627, comment: In order to
perform this operation a successful bind must be completed on the connection.,
data 0, vece
Traceback (4362):
Module: Kernel::System::Auth::LDAP::Auth (v1.47.2.3) Line: 218
Module: Kernel::System::Auth::Auth (v1.29) Line: 121
Module: Kernel::System::Web::InterfaceAgent::Run (v1.35) Line: 192
Module: /opt/otrs/bin/cgi-bin/index.pl (v1.87) Line: 47
I've verified that the credentials I have specified for the user otrsLDAP are
correct by binding to AD through LDP.exe. I'd really appreciate if someone
could let me know if they'd run into this or know what might be causing the
bind to fail.
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[otrs] R: Installation errors
I wrote this notes some month ago.
Some thing may have changed, especially the package names.
If you don't find e.g. libapache2-mod-perl2, please do some search with
apt-cache search apache2 perl2
to see what's the right name is.
Install on a clean Debian 4.0 Etch
Needed packages:
apt-get install mysql-server
apt-get install apache2
apt-get install libapache2-mod-perl2
apt-get install libapache-dbi-perl
apt-get install libemail-date-perl
apt-get install libnet-dns-perl
apt-get install libnet-ldap-perl
apt-get install libnet-imap-simple-ssl-perl
apt-get install libgd-perl
apt-get install libgd-text-perl
apt-get install libgd-graph-perl
apt-get install libpdf-api2-perl
apt-get install libxml-parser-perl
Get OTRS tarball with wget.
wget http://ftp.otrs.org/pub/otrs/otrs-2.3.4.tar.gz
Create system account:
useradd -d /opt/otrs/ -c 'OTRS user' otrs
usermod -G www-data otrs
Installation:
cd /opt
tar xvzf /root/otrs-2.3.2.tar.gz
mv otrs-2.3.2 otrs
chmod -R 777 otrs
cd otrs/Kernel
cp Config.pm.dist Config.pm
cd Config
cp GenericAgent.pm.dist GenericAgent.pm
Check packages:
/opt/otrs/bin/otrs.checkModules
if some module is missing, go with apt-get and install the appropriate
module.
MySQL config.
enter mysql prompt with:
mysql -u root -p
create database otrs;
grant all privileges on otrs.* to 'otrs'@'localhost' identified by password
with grant option;
drop database otrs;
quit
Web server config:
into /opt/otrs/scripts/apache-perl-startup.pl
uncomment these lines (and modify user/password accordingly on the second row):
use Apache::DBI ();
Apache::DBI-connect_on_init('DBI:mysql:otrs', 'otrs', 'password');
use DBI ();
use DBD::mysql ();
create Apache 2 startup script:
/etc/init.d/apache2 stop
cd /etc/apache2/conf.d
cp /opt/otrs/scripts/apache2-httpd-new.include.conf /etc/apache2/conf.d/otrs
/etc/init.d/apache2 start
Configurazione OTRS:
modify /opt/otrs/Kernel/Config.pm, inserting DB user and password selected on
MySQL step and other parameters (SMTP, ecc)
Cron jobs:
cd /opt/otrs/var/cron
for foo in *.dist; do cp $foo `basename $foo .dist`; done
modify file without dist extension to suit your needs:
/opt/otrs/bin/Cron.sh start otrs
Set permissions:
/opt/otrs/bin/SetPermissions.sh /opt/otrs otrs www-data www-data www-data
End installation:
go to
http://indirizzoserver/otrs/installer.pl
then
http://indirizzoserver/otrs-web/
first login User/Pw : r...@localhost/rootmailto:r...@localhost/root
Da: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Per conto di
Pierre-Andre Malbrough
Inviato: giovedì 12 febbraio 2009 0.42
A: otrs@otrs.org
Oggetto: [otrs] Installation errors
I get errors when I try to install from Debian repositories...not having much
success installing from Source either. Can you send documentation on
installation from source, I'm confused by the INSTALL file that comes with it.
Thanks
--
- Pierre-Andre
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[otrs] R: How to print all closed ticket since last week.
Simply go to search then Select all closed states under State Select Ticket closed last 1 week under Close Times Select Result Form Print. d, Da: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Per conto di Trasschaert Karl Inviato: mercoledì 11 febbraio 2009 9.47 A: otrs@otrs.org Oggetto: [otrs] How to print all closed ticket since last week. Hi all, I'm looking for a solution to print all closed ticket closed during the last week. Is it possible to write a script or to do that with the stat or search module? Thanks in advance. Karl Découvrez LE site avec tout ce qu'il y a de plus cool pour Messenger: Messenger Billboardhttp://www.messengerbillboard.be/fr ___ 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] R: Time reporting
I use this MySQL query (OTRS 2.3.4, swap users with system_user if you use 2.2.x) to calculate accounted time e.g on a specified year. It would be great to put it on a static stat, but I'm not able to do that... SELECT t.create_by, u.first_name, u.last_name, Sum(t.time_unit) FROM time_accounting AS t Left Join users AS u ON t.create_by = u.id WHERE year(t.create_time) = '2008' GROUP BY t.create_by Hope this helps, d. Da: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Per conto di Mayk Backus Inviato: mercoledì 11 febbraio 2009 17.16 A: otrs@otrs.org Oggetto: [otrs] Time reporting Hi All, Does anyone know of something on how to produce a time report of for example today, or a specific day ? The reason for this is that our company sends bills for given services. In the ticket we note the time we spend on a ticket, and it would be great of i could produce some sort of output on what tickets have received time units that day , by whom , how many time units , etc . I'm looking at OTRS Manager, it has something like this in the reports it generates, but i notice sometimes it doesn't display a ticket what i know of that has received time that day. So i doubt the reliability of it. Any news welcome. Perhaps someone has a php script that does these outputs, of has created a stats report or maybe something complete different. Hope to hear from you. kind regards, Mayk ___ 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] R: Latching onto Exchange
Don't waste time considering this option. Seriously. I've had the same problem this summer, and I have tried to implement Openchange protocol. I have succeeded in connecting to mailboxes and in downloading messages on a local mailbox. I've also piped the mails collected through Postmaster script onto OTRS. I did a LOT of work but the issues remains simply too much to use this solution in a production environment. So definitely go and ask to enable POP3 or IMAP on per-mailbox basis: this is the only reliable way, now. If you really need it, your mail admins should (and could) do this. Period. Ciao, d. Da: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Per conto di Bryan R. James Inviato: lunedì 9 febbraio 2009 21.18 A: otrs@otrs.org Oggetto: [otrs] Latching onto Exchange I'm new to the OTRS list, but google-fu failed me so please forgive me if I missed this in my searching. I've got OTRS setup on a Ubuntu 8.10 server I'd like it to be able to pull e-mails from our Exchange server, however the admins who take care of the Exchange box can't/won't enable either IMAP or POP3. It does have the web interface enabled though. Is there anyway I can use the OWA access to get the mail similar to the way Evolution works with Exchange to pull the mail into OTRS? Bryan ___ 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] R: Hiding Raw Queue
Simply mark this queues as invalid... -Messaggio originale- Da: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Per conto di Lakshan Fernando. Inviato: giovedì 5 febbraio 2009 3.53 A: otrs@otrs.org Oggetto: [otrs] Hiding Raw Queue Hi OTRS, There are some queues as default (Junk, Postmaster...), all of theme are useful, but I would like to hide from the user agent and customers interface, keeping only the work queues (SYSENG, SYSMGMT,etc). please can some one reply on this ASAP, explain me in steps Thanks you Lakshan ___ 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] R: R: Hiding Raw Queue
Ok, but you could always stop a user from seeing a queue, even if it's valid, by using the permissions. For instance, you may: - create a SYSENG group for SYSENG queue - create a SYSENG group for SYSMGMT queue - create a role SYSENG_USERS - create a role SYSMGMT_USERS - give rw on SYSENG and ro, move_into, create on SYSMGMT to SYSENG_USERS - give rw on SYSMGMT and ro, move_into, create on SYSENG to SYSMGMT_USERS - see the groups the default queues belongs to and DON'T give this roles any permission on them; Here you go. Ciao, d. -Messaggio originale- Da: Lakshan Fernando. [mailto:lakshan2...@yahoo.com] Inviato: giovedì 5 febbraio 2009 9.16 A: CARNINO Daniele (FIAT ITEM) Oggetto: Re: R: [otrs] Hiding Raw Queue Hi thanks for the reply, ya that is very simple but as this is the default queue i don't want to make it invalid i want to stop displaying this on top queues menu lakshan --- On Thu, 2/5/09, CARNINO Daniele (FIAT ITEM) daniele.carn...@fiatgroup.com wrote: From: CARNINO Daniele (FIAT ITEM) daniele.carn...@fiatgroup.com Subject: R: [otrs] Hiding Raw Queue To: 'lakshan2...@yahoo.com' lakshan2...@yahoo.com, 'User questions and discussions about OTRS.' otrs@otrs.org Date: Thursday, February 5, 2009, 2:10 PM Simply mark this queues as invalid... -Messaggio originale- Da: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Per conto di Lakshan Fernando. Inviato: giovedì 5 febbraio 2009 3.53 A: otrs@otrs.org Oggetto: [otrs] Hiding Raw Queue Hi OTRS, There are some queues as default (Junk, Postmaster...), all of theme are useful, but I would like to hide from the user agent and customers interface, keeping only the work queues (SYSENG, SYSMGMT,etc). please can some one reply on this ASAP, explain me in steps Thanks you Lakshan ___ 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] R: R: R: Hiding Raw Queue
Of course the second step should be: - create a SYSMGMT group for SYSMGMT queue sorry for the typo. -Messaggio originale- Da: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Per conto di CARNINO Daniele (FIAT ITEM) Inviato: giovedì 5 febbraio 2009 10.10 A: 'lakshan2...@yahoo.com'; 'User questions and discussions about OTRS.' Oggetto: [otrs] R: R: Hiding Raw Queue Ok, but you could always stop a user from seeing a queue, even if it's valid, by using the permissions. For instance, you may: - create a SYSENG group for SYSENG queue - create a SYSENG group for SYSMGMT queue - create a role SYSENG_USERS - create a role SYSMGMT_USERS - give rw on SYSENG and ro, move_into, create on SYSMGMT to SYSENG_USERS - give rw on SYSMGMT and ro, move_into, create on SYSENG to SYSMGMT_USERS - see the groups the default queues belongs to and DON'T give this roles any permission on them; Here you go. Ciao, d. -Messaggio originale- Da: Lakshan Fernando. [mailto:lakshan2...@yahoo.com] Inviato: giovedì 5 febbraio 2009 9.16 A: CARNINO Daniele (FIAT ITEM) Oggetto: Re: R: [otrs] Hiding Raw Queue Hi thanks for the reply, ya that is very simple but as this is the default queue i don't want to make it invalid i want to stop displaying this on top queues menu lakshan --- On Thu, 2/5/09, CARNINO Daniele (FIAT ITEM) daniele.carn...@fiatgroup.com wrote: From: CARNINO Daniele (FIAT ITEM) daniele.carn...@fiatgroup.com Subject: R: [otrs] Hiding Raw Queue To: 'lakshan2...@yahoo.com' lakshan2...@yahoo.com, 'User questions and discussions about OTRS.' otrs@otrs.org Date: Thursday, February 5, 2009, 2:10 PM Simply mark this queues as invalid... -Messaggio originale- Da: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Per conto di Lakshan Fernando. Inviato: giovedì 5 febbraio 2009 3.53 A: otrs@otrs.org Oggetto: [otrs] Hiding Raw Queue Hi OTRS, There are some queues as default (Junk, Postmaster...), all of theme are useful, but I would like to hide from the user agent and customers interface, keeping only the work queues (SYSENG, SYSMGMT,etc). please can some one reply on this ASAP, explain me in steps Thanks you Lakshan ___ 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
[otrs] R: new ticket not generating email notfication
Remember that you need to enable the notiifications through your preferences, in order to get notified of tickets created within the queues subscribed in My Queues. Da: otrs-boun...@otrs.org [otrs-boun...@otrs.org] per conto di Aaron Rabinowitz [rabin...@gmail.com] Inviato: mercoledì 4 febbraio 2009 21.13 A: User questions and discussions about OTRS. Oggetto: Re: [otrs] new ticket not generating email notfication Hmm, I was looking for a notification to me. I dont want to have to be signed into otrs all day to view tickets, I want an email sent to me saying something along the lines so and so customer has created a ticket after a ticket is created. your link did point me here http://doc.otrs.org/2.3/en/html/x1058.html , but it still does not appear to work even after restarting the otrs service 2009/2/4 Leonardo Certuche leonardo.certu...@itcon-ltda.commailto:leonardo.certu...@itcon-ltda.com There is, read the auto answers chapter of the manual http://doc.otrs.org/2.3/en/html/x1010.html 2009/2/4 Aaron Rabinowitz rabin...@gmail.commailto:rabin...@gmail.com I'm currently setting up an OTRS implementation. When creating a new ticket as a customer I was hoping it would send me an email on outlook, but it appears it will only show as a notification if I log into OTRS. Is there a way to have an email sent to me if a new ticket has been created? ___ 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 -- Leonardo Certuche 301 284 6250 leonardo.certu...@itcon-ltda.commailto:leonardo.certu...@itcon-ltda.com www.itcon-ltda.comhttp://www.itcon-ltda.com Medellín, Colombia ___ 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] R: otrs permissions and roles
Hello,
I've installed otrs and having some things to configure, I'd like to be sure I
understand the queues/groups/agents/customer permission system correctly.
* A queue is associated to a Group
* each agent can be associated to groups with a set of permissions (ro, create,
..., rw)
* when there are more and more Queues, Groups and Agents, it is easier to
create roles
* each role can be associated to groups with a set of permissions (ro, create,
..., rw)
* just associate a user with a role, and he gets the role's permissions
Is this correct ?
Yes, it's totally correct!!!
When you want to authorize reading to a queue or ticket creation in it, you
have to give the user ro or create permission to the group the queue belongs
to, isn't it ?
You guess it!!!
Now, I have :
* a queue for our IT staff (10 agents), let's call it ITqueue. It belongs to
group IT.
* 300 customers in our ldap backend, which all belong to group Clients (
$Self-{CustomerGroupAlwaysGroups} = ['Clients']; )
I would like to give these customers read and create rights on the ITqueue,
but can't figure how. I think I should associate them all to a role (Client)
that would have ro create rights on group IT, but how would I automatically
give this role to all these 300 customers ?
By the way, I use otrs 2.2.4
Would anybody have an idea ?
Uhm... sorry, maybe I can't understand exactly what you mean due to the fact
that english is not my primary language but..
The customers should access the system through the customer interface
(customer.pl): so they usually don't have need a role, since they can only
read only and create by definition.
They can only belongs to some group, just in case you have more than one queue
and you need to hide some of those queues from customer's eyes.
Simply activate $Self-{'CustomerGroupSupport'} = '1' if you need group support
for customers, the put those 300 clients in IT group, which should be the
same group to which your ITQueue Agents belongs to.
Ciao, d.
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