from:"Daniel"

Hi all,

für unsere NOC-Screens suche ich momentan eine Möglichkeit, via SQL-Abfrage 
eine Liste der Tickets zu erhalten, in die der Kunde eine Nachricht gesendet 
hat, die also eine Beantwortung erfordern.

Ich habe bereits mit SELECT-Anweisungen und JOINs mit den Tabellen article und 
article_flag herumgespielt und versucht, eine Abfrage zu bauen, die dies 
ermöglicht. Ich hatte die Vermutung, dass ich nach dem Flag Seen mit dem Wert 
ungleich 1 suchen muss, scheint aber nicht zu stimmen. In der Tabelle 
article_flags finden sich ausschließlich Einträge mit Seen und dem Wert 1, 
obwohl es ungelesene Artikel gibt.

Hat jemand eine Idee, welche Tabellen ich abfragen bzw. wie ich die Abfrage 
formulieren muss, um das gewünschte Ergebnis zu erhalten?

Danke!!

Gruß

Daniel
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Re: [otrs-de] Tickets mit erforderlicher Beantwortung via MySQL-Abfrage

Hi Rene,

hatte ich schon versucht:

SELECT * FROM article LEFT JOIN article_flag ON 
article.id=article_flag.article_id WHERE article_flag.article_key NOT LIKE 
Seen

Leeres Resultat. Oder bin ich gerade total auf dem Holzweg..?

Gruß

Von: otrs-de-boun...@otrs.org [mailto:otrs-de-boun...@otrs.org] Im Auftrag von 
Rene Böhm
Gesendet: Dienstag, 8. Juli 2014 15:03
An: otrs-de@otrs.org
Betreff: Re: [otrs-de] Tickets mit erforderlicher Beantwortung via MySQL-Abfrage

Hi Daniel,

selektiere mal alle Artikel, die kein Seen-Flag in der Tabelle haben.

Viele Grüße
Rene


Am 08.07.2014 14:59, schrieb Daniel Litzbach:
Hi all,

für unsere NOC-Screens suche ich momentan eine Möglichkeit, via SQL-Abfrage 
eine Liste der Tickets zu erhalten, in die der Kunde eine Nachricht gesendet 
hat, die also eine Beantwortung erfordern.

Ich habe bereits mit SELECT-Anweisungen und JOINs mit den Tabellen article und 
article_flag herumgespielt und versucht, eine Abfrage zu bauen, die dies 
ermöglicht. Ich hatte die Vermutung, dass ich nach dem Flag Seen mit dem Wert 
ungleich 1 suchen muss, scheint aber nicht zu stimmen. In der Tabelle 
article_flags finden sich ausschließlich Einträge mit Seen und dem Wert 1, 
obwohl es ungelesene Artikel gibt.

Hat jemand eine Idee, welche Tabellen ich abfragen bzw. wie ich die Abfrage 
formulieren muss, um das gewünschte Ergebnis zu erhalten?

Danke!!

Gruß

Daniel




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Re: [otrs-de] Tickets mit erforderlicher Beantwortung via MySQL-Abfrage

Hi Richard,

das sieht schon mal viel besser aus. Gute Idee den article_key mit NULL und OR 
zu verknüpfen, da war meine Leitung heute wohl etwas länger :)

Komisch ist nur, dass die Anzahl der Ergebnisse nicht passt. Bekomme 10 Zeilen 
zurück, habe allerdings auf dem Dashboard 19 Tickets, die auf Antwort warten… 
Seltsam! Aber das hilft mir schon mal sehr weiter. Danke dir !!

Gruß

Von: otrs-de-boun...@otrs.org [mailto:otrs-de-boun...@otrs.org] Im Auftrag von 
Richard Steinbrück
Gesendet: Dienstag, 8. Juli 2014 15:39
An: User questions and discussions about OTRS.org in German
Betreff: Re: [otrs-de] Tickets mit erforderlicher Beantwortung via MySQL-Abfrage

Hi Daniel,

sql
SELECT
 id AS ARTIKEL_ID,
 ticket_id AS TICKET_ID,
 a_subject,
 a_body,
article_key
FROM
 article
LEFT JOIN article_flag ON article.idhttp://article.id = 
article_flag.article_id
WHERE article_key  'Seen' or article_key is NULL
ORDER BY
 id DESC
LIMIT 10
/sql

Habe es eben mal probiert bei mir passt es so.

Mfg Richard


Von: otrs-de-boun...@otrs.orgmailto:otrs-de-boun...@otrs.org 
[mailto:otrs-de-boun...@otrs.orgmailto:otrs-de-boun...@otrs.org] Im Auftrag 
von Daniel Litzbach
Gesendet: Dienstag, 8. Juli 2014 15:07
An: User questions and discussions about OTRS.org in German
Betreff: Re: [otrs-de] Tickets mit erforderlicher Beantwortung via MySQL-Abfrage

Hi Rene,

hatte ich schon versucht:

SELECT * FROM article LEFT JOIN article_flag ON 
article.idhttp://article.id=article_flag.article_id WHERE 
article_flag.article_key NOT LIKE Seen

Leeres Resultat. Oder bin ich gerade total auf dem Holzweg..?

Gruß

Von: otrs-de-boun...@otrs.orgmailto:otrs-de-boun...@otrs.org 
[mailto:otrs-de-boun...@otrs.org] Im Auftrag von Rene Böhm
Gesendet: Dienstag, 8. Juli 2014 15:03
An: otrs-de@otrs.orgmailto:otrs-de@otrs.org
Betreff: Re: [otrs-de] Tickets mit erforderlicher Beantwortung via MySQL-Abfrage

Hi Daniel,

selektiere mal alle Artikel, die kein Seen-Flag in der Tabelle haben.

Viele Grüße
Rene


Am 08.07.2014 14:59, schrieb Daniel Litzbach:
Hi all,

für unsere NOC-Screens suche ich momentan eine Möglichkeit, via SQL-Abfrage 
eine Liste der Tickets zu erhalten, in die der Kunde eine Nachricht gesendet 
hat, die also eine Beantwortung erfordern.

Ich habe bereits mit SELECT-Anweisungen und JOINs mit den Tabellen article und 
article_flag herumgespielt und versucht, eine Abfrage zu bauen, die dies 
ermöglicht. Ich hatte die Vermutung, dass ich nach dem Flag „Seen“ mit dem Wert 
ungleich 1 suchen muss, scheint aber nicht zu stimmen. In der Tabelle 
article_flags finden sich ausschließlich Einträge mit „Seen“ und dem Wert „1“, 
obwohl es ungelesene Artikel gibt.

Hat jemand eine Idee, welche Tabellen ich abfragen bzw. wie ich die Abfrage 
formulieren muss, um das gewünschte Ergebnis zu erhalten?

Danke!!

Gruß

Daniel


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Re: [otrs-de] Tickets mit erforderlicher Beantwortung via MySQL-Abfrage

…man sollte auch das LIMIT 10 entfernen :)

Ich nehme alles zurück und behaupte das Gegenteil! Danke dir!!

Von: Daniel Litzbach
Gesendet: Dienstag, 8. Juli 2014 15:43
An: 'User questions and discussions about OTRS.org in German'
Betreff: AW: [otrs-de] Tickets mit erforderlicher Beantwortung via MySQL-Abfrage

Hi Richard,

das sieht schon mal viel besser aus. Gute Idee den article_key mit NULL und OR 
zu verknüpfen, da war meine Leitung heute wohl etwas länger :)

Komisch ist nur, dass die Anzahl der Ergebnisse nicht passt. Bekomme 10 Zeilen 
zurück, habe allerdings auf dem Dashboard 19 Tickets, die auf Antwort warten… 
Seltsam! Aber das hilft mir schon mal sehr weiter. Danke dir !!

Gruß

Von: otrs-de-boun...@otrs.orgmailto:otrs-de-boun...@otrs.org 
[mailto:otrs-de-boun...@otrs.org] Im Auftrag von Richard Steinbrück
Gesendet: Dienstag, 8. Juli 2014 15:39
An: User questions and discussions about OTRS.org in German
Betreff: Re: [otrs-de] Tickets mit erforderlicher Beantwortung via MySQL-Abfrage

Hi Daniel,

sql
SELECT
 id AS ARTIKEL_ID,
 ticket_id AS TICKET_ID,
 a_subject,
 a_body,
article_key
FROM
 article
LEFT JOIN article_flag ON article.idhttp://article.id = 
article_flag.article_id
WHERE article_key  'Seen' or article_key is NULL
ORDER BY
 id DESC
LIMIT 10
/sql

Habe es eben mal probiert bei mir passt es so.

Mfg Richard


Von: otrs-de-boun...@otrs.orgmailto:otrs-de-boun...@otrs.org 
[mailto:otrs-de-boun...@otrs.orgmailto:otrs-de-boun...@otrs.org] Im Auftrag 
von Daniel Litzbach
Gesendet: Dienstag, 8. Juli 2014 15:07
An: User questions and discussions about OTRS.org in German
Betreff: Re: [otrs-de] Tickets mit erforderlicher Beantwortung via MySQL-Abfrage

Hi Rene,

hatte ich schon versucht:

SELECT * FROM article LEFT JOIN article_flag ON 
article.idhttp://article.id=article_flag.article_id WHERE 
article_flag.article_key NOT LIKE Seen

Leeres Resultat. Oder bin ich gerade total auf dem Holzweg..?

Gruß

Von: otrs-de-boun...@otrs.orgmailto:otrs-de-boun...@otrs.org 
[mailto:otrs-de-boun...@otrs.org] Im Auftrag von Rene Böhm
Gesendet: Dienstag, 8. Juli 2014 15:03
An: otrs-de@otrs.orgmailto:otrs-de@otrs.org
Betreff: Re: [otrs-de] Tickets mit erforderlicher Beantwortung via MySQL-Abfrage

Hi Daniel,

selektiere mal alle Artikel, die kein Seen-Flag in der Tabelle haben.

Viele Grüße
Rene


Am 08.07.2014 14:59, schrieb Daniel Litzbach:
Hi all,

für unsere NOC-Screens suche ich momentan eine Möglichkeit, via SQL-Abfrage 
eine Liste der Tickets zu erhalten, in die der Kunde eine Nachricht gesendet 
hat, die also eine Beantwortung erfordern.

Ich habe bereits mit SELECT-Anweisungen und JOINs mit den Tabellen article und 
article_flag herumgespielt und versucht, eine Abfrage zu bauen, die dies 
ermöglicht. Ich hatte die Vermutung, dass ich nach dem Flag „Seen“ mit dem Wert 
ungleich 1 suchen muss, scheint aber nicht zu stimmen. In der Tabelle 
article_flags finden sich ausschließlich Einträge mit „Seen“ und dem Wert „1“, 
obwohl es ungelesene Artikel gibt.

Hat jemand eine Idee, welche Tabellen ich abfragen bzw. wie ich die Abfrage 
formulieren muss, um das gewünschte Ergebnis zu erhalten?

Danke!!

Gruß

Daniel


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Re: [otrs] Trouble with 2 OTRS 2.3.4 instances

2014-07-06 Thread Daniel Litzbach

Each Installation should have it's own config.pm, Check the Database in that 
file.

But i would recommend to use two seperate Systems, just to make sure you have 
no Problems with file permissions and cronjobs.

Regards

Daniel Litzbach



Am 07.07.2014 um 03:14 schrieb Karlos Jelez 
otrs...@gmail.commailto:otrs...@gmail.com:

Hi list,
I have 2 OTRS instances and they both are accessing the same database !!! :(
I don’t know how to solve itt.

Red Hat 6.0 with Apache 2.2.11 with mod_perl, MySql 5.0.45.
Each instance is running in different directory (/otrs1 and /otrs2) of course.
I created both databases (of course) from scratch and load with initial data 
script (only one OTRS user).
I created the otrs MySql user.

When I login to the second instance it access (and shows) data from the first 
data base !!!

I did note that when in Apache config I exchange the order of:
   
/opt/www/data/otrs1/scripts/apache2-perl-startup.plhttp://apache2-perl-startup.pl
   
/opt/www/data/otrs2/scripts/apache2-perl-startup.plhttp://apache2-perl-startup.pl

both OTRS instances access data base pointed by the first line.

And if I disable one line, both OTRS instances access data pointed by the line 
enabled.

Tests:
I did try with 2 mysql users (otrs1 and otrs2).

It is not clear to me if I must enable 
apache2-perl-startup.plhttp://apache2-perl-startup.pl script only once for 
both otrs instances of if I must enable 
apache2-perl-startup.plhttp://apache2-perl-startup.pl twice, one for each 
instance.

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Re: [otrs] Authenticate ldap and local, possible?

2014-02-26 Thread Daniel Litzbach

Hi Israel,

this is what my LDAP config looks like:

$Self-{'AuthModule1'} = 'Kernel::System::Auth::LDAP';
$Self-{'AuthModule::LDAP::Host1'} = x.x.x.x';
$Self-{'AuthModule::LDAP::BaseDN1'} = 'dc=xxx,dc=xxx,dc=xxx';
$Self-{'AuthModule::LDAP::UID1'} = 'samaccountname';
$Self-{'AuthModule::LDAP::GroupDN1'} = 
'CN=OTRS-Users,OU=Groups,DC=xxx,DC=xxx,DC=xxx'; # users that are allowed to 
login
$Self-{'AuthModule::LDAP::AccessAttr1'} = 'member';
$Self-{'AuthModule::LDAP::UserAttr1'} = 'DN';
$Self-{'AuthModule::LDAP::SearchUserDN1'} = 
'CN=otrs,OU=xxx,OU=xxx,DC=xxx,DC=xxx,DC=xxx'; # user to query LDAP
$Self-{'AuthModule::LDAP::SearchUserPw1'} = 'xx';

 $Self-{'UserSyncLDAPMap1'} =  {
 'UserEmail' = 'mail',
 'UserFirstname' = 'givenName',
 'UserLastname' = 'sn',
 'UserLogin' = 'sAMAccountName'
};

$Self-{UserSyncLDAPMap};
$Self-{UserSyncLDAPGroups};
$Self-{'UserSyncLDAPGroupsDefination'};
$Self-{'UserSyncLDAPRolesDefination'};
$Self-{'UserSyncLDAPAttibuteGroupsDefination'};
$Self-{'UserSyncLDAPAttibuteRolesDefination'};
$Self-{'UserSyncLDAPGroupsDefination'};

With this setup, I'm able to authenticate local users and, if they don't have a 
valid password in the local database, LDAP users as well.

Hope this helps, if you need more information let me know.

Regards

Daniel


Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von 
iga3...@yahoo.com
Gesendet: Mittwoch, 26. Februar 2014 15:45
An: OTRS. User questions and discussions about
Betreff: [otrs] Authenticate ldap and local, possible?

Hi again,

After otrs has been setup with ldap backend, reading from the manual,  now it's 
time for authenticate them.. I have added this  lines to Config.pm but it's not 
working...

 LDAP AUTH #
$Self-{'AuthModule'} = 'Kernel::System::Auth::LDAP';
$Self-{'AuthModule::LDAP::Host'} = 'domain.net';
$Self-{'AuthModule::LDAP::BaseDN'} = 'OU=domain,DC=domain,DC=net';
$Self-{'AuthModule::LDAP::UID'} = 'uid';
$Self-{'AuthModule::LDAP::SearchUserDN'} = 'CN=Israel Garcia 
Alvarez,OU=Sistemes,OU=Usuaris Roureda,OU=BIBM,DC=bibm,DC=net';
$Self-{'AuthModule::LDAP::SearchUserPw'} = 'Password-:)';

# in case you want to add always one filter to each ldap query, use
# this option. e. g. AlwaysFilter = '(mail=*)' or AlwaysFilter = 
'(objectclass=user)'
$Self-{'AuthModule::LDAP::AlwaysFilter'} = 'uid';

# in case you want to add a suffix to each login name, then
# you can use this option. e. g. user just want to use user but
# in your ldap directory exists user@domain.
#$Self-{'AuthModule::LDAP::UserSuffix'} = '@domain.com';

# Net::LDAP new params (if needed - for more info see perldoc Net::LDAP)
$Self-{'AuthModule::LDAP::Params'} = {
port = 389,
timeout = 120,
async = 0,
version = 3,
};


Otrs are not able to authenticate any user... Am I missing something in the 
setup to allow users (customers and agents) to login to our Otrs?

Also, is possible to authenticate ldap and local-database users?

Thanks much!!

regards,

Israel.

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Re: [otrs] Priority -SLA

2014-02-18 Thread Daniel Litzbach

Hi,

maybe you could handle this using the GenericAgent.

Regards

Daniel

Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Gerald 
Young
Gesendet: Dienstag, 18. Februar 2014 17:52
An: User questions and discussions about OTRS.
Betreff: Re: [otrs] Priority -SLA

No. They're separate because they're separate.

http://forums.otterhub.org/viewtopic.php?f=62t=19935
http://forums.otterhub.org/viewtopic.php?f=53t=16009#p80263

On Tue, Feb 18, 2014 at 11:47 AM, Hugo Hidalgo 
hugo.hida...@emea.nec.commailto:hugo.hida...@emea.nec.com wrote:
Hi Guys,

I would like to know if it is possible priority linked with SLA. Example:

Priority 1 - SLA 1
Priority 2 - SLA 2
Priority 3 - SLA 3

Depending on the priority applies a different SLA.

Best Regards.
--

[cid:image001.png@01CF2D46.F5AF9800]

Hugo Hidalgo Peñalver
Support System Engineer, EMEA Cloud CoC

Anabel Segura 7
28108 Alcobendas - Madrid (SPAIN)

 Mo:  +34 912032960tel:%2B34%20912032960
 E-mail: hugo.hida...@emea.nec.commailto:hugo.hida...@emea.nec.com

From: otrs-boun...@otrs.orgmailto:otrs-boun...@otrs.org 
[mailto:otrs-boun...@otrs.orgmailto:otrs-boun...@otrs.org] On Behalf Of Marty 
Hillman
Sent: martes, 18 de febrero de 2014 16:51
To: 'OTRS'
Subject: Re: [otrs] How to migrate from 3.1.10 to 3.3.4

If I understand correctly and you are taking a backup of your 3.1 database and 
restoring it to a different server on 3.3, you still need to run the SQL 
extents scripts in the installers to do the database modifications.  You would 
do best to install the 3.1 version on the new system, then upgrade to the 3.2.x 
path, then to 3.3.  This way you can be sure you did not miss any steps.

From: otrs-boun...@otrs.orgmailto:otrs-boun...@otrs.org 
[mailto:otrs-boun...@otrs.org] On Behalf Of sameer khan
Sent: Tuesday, February 18, 2014 9:07 AM
To: OTRS
Subject: Re: [otrs] How to migrate from 3.1.10 to 3.3.4

the issue is 3.1.10 and 3.3.4 are different VM, though can i clone the 3.1.0 
then do upgrade testing. Also just to point out i am also using kix4otrs for 
3.1.10, so if i upgrade it to 3.2.x then will kix4otrs will cause issue ?


Thanks

From: alv...@gridshield.netmailto:alv...@gridshield.net
Date: Tue, 18 Feb 2014 08:45:32 -0600
To: otrs@otrs.orgmailto:otrs@otrs.org
Subject: Re: [otrs] How to migrate from 3.1.10 to 3.3.4
Also you need to download a install packages for 3.3 then your repository will 
update to 3.3

Regards

2014-02-18 8:40 GMT-06:00 Reto Müller 
reto_muel...@gmx.chmailto:reto_muel...@gmx.ch:
Hi

As far as I know you have to update first to 3.2 and than to 3.3. I had no 
problems to upgrade from 3.1  3.2  3.3 by following the steps in the OTRS 
documentation.
http://doc.otrs.org/3.3/en/html/upgrading.html

Cheers
Reto
Am 18.02.14 15:27, schrieb sameer khan:
Hi guys,

I want to migrate from my 3.1.10 system to 3.3.4 ( new server). I have tried 
the database dump, but i see it is not working properly i.e. in package manager 
on 3.3.4 with database restored from 3.1.10 , i am still packages 3.1.10 
version that is from the old system.

I only intend to keep the tickets data, CMDB and related data.



Thanks



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--
___
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Consultor de Tecnologias
Gridshield Monitoreo de Redes e
Infraestructura.
2258-5757 ext 123
alv...@gridshield.netmailto:alv...@gridshield.net
www.gridshield.nethttp://www.gridshield.net

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Re: [otrs] Postmaster Filtering -- Set CustomerID = CC Mailadress

2014-02-06 Thread Daniel Litzbach

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


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[otrs-de] Berechtigungen beim Erstellen von Tickets

2013-11-06 Thread Daniel Litzbach

Hi all,

wir stellen unser OTRS demnächst auf Prozesstickets um. Alle Kundentickets 
sollen also den Prozess durchlaufen. Allerdings kommt es auch vor, dass wir 
Tickets für interne Aufgaben erstellen. Diese sollten als ganz normale Tickets, 
also nicht als Prozess, behandelt werden. Es gibt getrennte Queues für Kunden- 
und interne Tickets.

Mir ist bekannt dass es grundsätzlich kein Problem ist, sowohl normale 
Tickets als auch Prozesstickets gleichzeitig im System zu haben. Allerdings 
würde ich gerne verhindern, dass Prozesstickets in der internen Queue und 
normale Tickets in der Kundenqueue landen.

Öffnet der Agent ein normales Ticket (E-Mail oder Telefon), so soll die 
Kundenqueue nicht auswählbar sein. Trotzdem braucht der Agent Zugriff auf die 
Kundenqueue, da darin ja Prozesstickets liegen die er bearbeiten muss. Lässt 
sich dies via ACL regeln?

Vielen Dank!

Mit freundlichen Grüßen

Daniel Litzbach
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Re: [otrs-de] Eingehende E-Mail´s Filtern

2013-10-24 Thread Daniel Litzbach

Ja war es auch. Es muss unbedingt auf Groß/Kleinschrift geachtet werden.


-- Originalnachricht --
Von: Susan Dittmar s.ditt...@eureca.de
An: User questions and discussions about OTRS.org in German 
otrs-de@otrs.org
Gesendet: 24.10.2013 10:24:47
Betreff: Re: [otrs-de] Eingehende E-Mail´s Filtern
Richard Steinbrück schrieb:
Die Queue ist aber auch richtig geschrieben ?
Einschließlich Groß- und Kleinschreibung? Die ist an dem Punkt meines 
Wissens wichtig!

  Susan Dittmar

Ich war auch der Meinung das zu dem Thema neulich schon was auf der liste war 
 finde es aber nicht.
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Re: [otrs-de] Zwar admin sein. aber weniger Queues/Tickets sehen? geht das?

2013-10-02 Thread Daniel Litzbach

Hi,

du kannst zunächst unter den Usereinstellungen Meine Queues konfigurieren.

Ansonsten kannst du die Queue ja an einzelne Gruppen binden, die zwar die 
admin-Gruppe sein kann, aber nicht sein muss. Anschließend über die 
Userberechtigungen oder Rollen dem User entsprechende Gruppenberechtigungen 
erteilen.

Ich habe ebenfalls admin-Rechte und sehe so nur die Queues, mit denen ich auch 
arbeite.

Hoffe das hilft etwas ;)

Mit freundlichen Grüßen

Daniel Litzbach

-Ursprüngliche Nachricht-
Von: otrs-de-boun...@otrs.org [mailto:otrs-de-boun...@otrs.org] Im Auftrag von 
Götz Reinicke - IT Koordinator
Gesendet: Mittwoch, 2. Oktober 2013 10:11
An: otrs-de@otrs.org
Betreff: [otrs-de] Zwar admin sein. aber weniger Queues/Tickets sehen? geht das?

Hallo,

ggf hab ich etwas übersehen oder noch nichht eingerichtet.

Ich bin quasi Agent udn Admin in einer Person und möchte hierfür keien zwei 
Accounts in OTRS nutzen.

Soweit ich das sehe bedeutet das aber, dass ich auf Grund der 
Admin-Gruppen-Zugehörigkeit auch immer alle Queues/Tickets sehe, auch wenn 
diese in meinem Profil nicht ausgewählt sind.

Kann ich das irgendwie oder ganz gezielt einstellen, wirklich nur die 
Queues/Tickets sehe, die für mich relevant sind?

Danke für hinweise und Grüße . Götz
--
Götz Reinicke
IT-Koordinator

Tel. +49 7141 969 82 420
Fax  +49 7141 969 55 420
E-Mail goetz.reini...@filmakademie.de

Filmakademie Baden-Württemberg GmbH
Akademiehof 10
71638 Ludwigsburg
www.filmakademie.de

Eintragung Amtsgericht Stuttgart HRB 205016

Vorsitzender des Aufsichtsrats: Jürgen Walter MdL Staatssekretär im Ministerium 
für Wissenschaft, Forschung und Kunst Baden-Württemberg

Geschäftsführer: Prof. Thomas Schadt


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Re: [otrs-de] Copypaste von Bildern im Editor nicht mehr möglich

2013-10-01 Thread Daniel Litzbach

Hi,

also wir setzen momentan Version 3.2.9 ein und bei uns ging es noch nie

Mit freundlichen Grüßen

Daniel Litzbach

Security Support Engineer

Com-Sys ...Connecting Technology To Success.

Communication Systems Ges. für Netzwerktechnik mbH
Im Geisbaum 17 B - D-63329 Egelsbach
Tel: 06103 5983 320 - Fax.: +49 6103 5983 655
E-Mail: daniel.litzb...@com-sys.demailto:daniel.litzb...@com-sys.de - Web: 
www.com-sys.dehttp://www.com-sys.de/

Geschäftsführer: Detlef Heinzig
HRB 33354 - Amtsgericht Offenbach
Von: otrs-de-boun...@otrs.org [mailto:otrs-de-boun...@otrs.org] Im Auftrag von 
Michael Wiegand
Gesendet: Dienstag, 1. Oktober 2013 06:53
An: User questions and discussions about OTRS.org in German
Cc: otrs-de-boun...@otrs.org
Betreff: [otrs-de] Copypaste von Bildern im Editor nicht mehr möglich

Guten Morgen Gruppe,

bei uns geht seit einigen Tagen das copypaste von Bildern aus der 
Zwischenablage in den Editor der FAQ nicht mehr. Soweit mir bekannt, sind es 
prinzipiell zwei unterschiedliche Editoren, also einer fürs Ticket und einer 
für die FAQ.

Ich habe nun eine offizielle Antwort vom OTRS Support bekommen, dass 
copypaste von Bildern in den Editoren grundsätzlich nicht möglich sei, es 
aber unter bestimmten Umständen Ausnahmen gäbe.

Das irritiert mich nun, da wir bisher mit der Funktion arbeiteten und es nie zu 
Problemen kam. Wie ist das denn bei euch, nutzt ihr dies und gibt es damit 
Probleme? Ich werde die Antwort des Supports auch noch hinterfragen, mich würde 
aber eure Erfahrung damit interessieren.



Freundliche Grüße

i.A. Michael Wiegand
IT-Infrastruktur

MHZ Hachtel GmbH  Co. KG
Sindelfinger Straße 21
70771 Leinfelden-Echterdingen

Fon +49 (0) 711 9751 1700
Fax +49 (0) 711 9751 41726
Mail michael.wieg...@mhz.demailto:michael.wieg...@mhz.de

www.mhz.de

MHZ Hachtel GmbH  Co. KG \ Sitz: Leinfelden-Echterdingen \ Registergericht: 
Stuttgart HRA 221049 Persönlich haftende Gesellschafterin: 
Hachtel-Beteiligungs-GmbH \ Sitz: Leinfelden-Echterdingen \ Registergericht: 
Stuttgart HRB 220504 \ Geschäftsführer: Dr. Dirk Commandeur, Jochen Hachtel, 
Wilhelm Hachtel

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Re: [otrs] Display Accounted time of ticket in customer's view, too

2013-09-26 Thread Daniel Litzbach

Hi Claudio,

keep in mind that the customer might also be able to see tickets of other 
customers if you create an agent account. Don't know if this is what you want.

Regards

Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von 
Claudio Kuenzler
Gesendet: Donnerstag, 26. September 2013 08:28
An: User questions and discussions about OTRS.
Betreff: Re: [otrs] Display Accounted time of ticket in customer's view, too


Hi,

I'm pretty sure this is not possible without coding. You could build a script 
that reads the value and include it.

OK thanks, Daniel.
Will (maybe) look into this.
As a workaround solution I thought of creating an agent account for this 
customer with read-only view over the customer's queue. This way he'll be able 
to see the accounted time, all tickets but cannot modify them.
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Re: [otrs] Error when replying to a ticket email

2013-09-26 Thread Daniel Litzbach

Hi,

then i would recommend to roll back the changes first.

I always use a clone of the productive environment to test updates first. If 
anything fails, I am able to test and find the error. If everything is fine, I 
can sync the clone back to the productive environment.

Regards

-Ursprüngliche Nachricht-
Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von 
Stefano Finetti
Gesendet: Donnerstag, 26. September 2013 09:37
An: otrs_arch...@googlegroups.com
Cc: User questions and discussions about OTRS.
Betreff: Re: [otrs] Error when replying to a ticket email

 
 After update to 3.2.10, I've noticed that if I try to reply to a customer 
 ticket using the reply function into the ticket screen, I get this error:
 
 Backend ERROR: OTRS-CGI-10 Perl: 5.14.2 OS: linux Time: Fri Sep 20 
 10:49:14 2013 Message: Need ArticleType or ArticleTypeID! 
 RemoteAddress: XXX.XXX.XXX.XXX RequestURI: /otrs/index.pl Traceback 
 (22620): Module: Kernel::System::Ticket::Article::ArticleSend (OTRS 
 3.2.10) Line: 2022 Module: Kernel::Modules::AgentTicketCompose::Run 
 (OTRS 3.2.10) Line: 765 Module: 
 Kernel::System::Web::InterfaceAgent::Run (OTRS 3.2.10) Line: 863 
 Module: 
 /var/www/support.x.com/web/otrs/bin/cgi-bin/index.pl 
 (unknown version) Line: 41
 
 

Nobody can help me with this issue? I'm stuck and actually people can't use 
OTRS...

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Re: [otrs] Display Accounted time of ticket in customer's view, too

2013-09-25 Thread Daniel Litzbach

Hi,

I'm pretty sure this is not possible without coding. You could build a script 
that reads the value and include it.

Regards

Daniel Litzbach

Technical Support

Com-Sys ...Connecting Technology To Success.

Communication Systems Ges. für Netzwerktechnik mbH
Im Geisbaum 17 B - D-63329 Egelsbach
Tel: 06103 5983 320tel:06103%205983%20320 - Fax.: +49 6103 5983 
655tel:+49%206103%205983%20655
E-Mail: daniel.litzb...@com-sys.demailto:daniel.litzb...@com-sys.de - 
Web:www.com-sys.dehttp://www.com-sys.de/

Geschäftsführer: Detlef Heinzig
HRB 33354 - Amtsgericht Offenbach

Am 25.09.2013 um 12:09 schrieb Claudio Kuenzler 
nap...@gmail.commailto:nap...@gmail.com:

Dear list,

I hate to repost an old topic, especially when created by myself, but I wonder 
if really anybody has an idea how to solve that request?
Is there a specific setting or would manual patching be required?

Thanks


On Sat, Sep 7, 2013 at 11:51 AM, Claudio Kuenzler 
nap...@gmail.commailto:nap...@gmail.com wrote:
Hello OTRS folks,

Is it possible to show the Accounted time of a ticket in the customer's view 
of the ticket?

The agent can see it in the Ticket Information on the right side:
Accounted time: 30

While the customer, for the same ticket, only can see the following information:
- State
- Priority
- Queue

It would be great, if the accounted time of the ticket can be added into the 
customer's view of the ticket information.

Thanks,
Claudio

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Re: [otrs] Using multiple databases as external backend?

2013-08-29 Thread Daniel Litzbach

If I’m not completely wrong, the LDAP users actually are DB users that are 
synced from the LDAP to the DB. When logging in, the agent data is read from 
the DB and the credentials checked against LDAP, right?

Daniel

Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Bogdan 
Iosif
Gesendet: Donnerstag, 29. August 2013 12:38
An: User questions and discussions about OTRS.
Betreff: Re: [otrs] Using multiple databases as external backend?

you can use one Company Backend
I take it to mean you can only use one backend for agents. Can anyone else 
confirm this please? I'm interested to know if I can use both DB and LDAP for 
agents.

On Thu, Aug 29, 2013 at 10:47 AM, Florian Edlhuber 
florian.edlhu...@gmx.demailto:florian.edlhu...@gmx.de wrote:
Hi,

it is in 
http://doc.otrs.org/3.2/en/html/external-backends.html#multiple-customer-backend-example

You can use up to 10 Customer Information backends. But IIRC you can use one 
Company Backend.

Ciao
Flo

29.08.2013 09:42 - Stefan Michael Guenther schrieb:
Hello,

am I right in assuming, that it is only possible to have ONE external customer
user backend, but not more?

One of our clients has bought another company and if it is not possible to 
connect
both customer databases to OTRS, we would have to find a way to merge the two
database into an internal customer database for OTRS.

Regards,

Stefan
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Re: [otrs] Using multiple databases as external backend?

2013-08-29 Thread Daniel Litzbach

I guess it is, I also have a local user in our OTRS which is syncing with AD. 
That works fine.

Just try to add the local agent in the admin area and set a password.

Regards,

Daniel

Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Bogdan 
Iosif
Gesendet: Donnerstag, 29. August 2013 12:51
An: User questions and discussions about OTRS.
Betreff: Re: [otrs] Using multiple databases as external backend?

That's somewhat correct. AFAIK, during login the credentials are first checked 
against LDAP and then, optionally, some of their details are synched from LDAP 
into DB, presumably so that the rest of the application still works by querying 
the DB for user details.

However, what I need is to have some users defined in DB, beside those from 
LDAP. For example I may need to grant temporary access to OTRS, as an agent, 
for an external contractor whom I don't want to include in Active Directory / 
LDAP for both security and licensing reasons. I don't know if this is currently 
possible.
/bogdan

On Thu, Aug 29, 2013 at 1:43 PM, Daniel Litzbach 
daniel.litzb...@com-sys.demailto:daniel.litzb...@com-sys.de wrote:
If I’m not completely wrong, the LDAP users actually are DB users that are 
synced from the LDAP to the DB. When logging in, the agent data is read from 
the DB and the credentials checked against LDAP, right?

Daniel

Von: otrs-boun...@otrs.orgmailto:otrs-boun...@otrs.org 
[mailto:otrs-boun...@otrs.orgmailto:otrs-boun...@otrs.org] Im Auftrag von 
Bogdan Iosif
Gesendet: Donnerstag, 29. August 2013 12:38
An: User questions and discussions about OTRS.
Betreff: Re: [otrs] Using multiple databases as external backend?

you can use one Company Backend
I take it to mean you can only use one backend for agents. Can anyone else 
confirm this please? I'm interested to know if I can use both DB and LDAP for 
agents.

On Thu, Aug 29, 2013 at 10:47 AM, Florian Edlhuber 
florian.edlhu...@gmx.demailto:florian.edlhu...@gmx.de wrote:
Hi,

it is in 
http://doc.otrs.org/3.2/en/html/external-backends.html#multiple-customer-backend-example

You can use up to 10 Customer Information backends. But IIRC you can use one 
Company Backend.

Ciao
Flo

29.08.2013 09:42 - Stefan Michael Guenther schrieb:
Hello,

am I right in assuming, that it is only possible to have ONE external customer
user backend, but not more?

One of our clients has bought another company and if it is not possible to 
connect
both customer databases to OTRS, we would have to find a way to merge the two
database into an internal customer database for OTRS.

Regards,

Stefan
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Re: [otrs] Using multiple databases as external backend?

2013-08-29 Thread Daniel Litzbach

I see…

In my setup, the user exists in the DB, right. It has to exist for the agent to 
be able to work with the system. But the users have no passwords configured. 
All authentication is done via AD.

$Self-{'AuthModule1'} = 'Kernel::System::Auth::LDAP';
$Self-{'AuthModule::LDAP::Host1'} = xxx.xxx.xxx.xxx;
$Self-{'AuthModule::LDAP::BaseDN1'} = '[Bind-DN]';

$Self-{'AuthModule::LDAP::UID1'} = 'samaccountname';
$Self-{'AuthModule::LDAP::GroupDN1'} = '[Group-DN]';
$Self-{'AuthModule::LDAP::AccessAttr1'} = 'member';
$Self-{'AuthModule::LDAP::UserAttr1'} = 'DN';
$Self-{'AuthModule::LDAP::SearchUserDN1'} = '[User-DN]';
$Self-{'AuthModule::LDAP::SearchUserPw1'} = '[User-Password]';

 $Self-{'UserSyncLDAPMap1'} =  {
 'UserEmail' = 'mail',
 'UserFirstname' = 'givenName',
 'UserLastname' = 'sn',
 'UserLogin' = 'sAMAccountName'
};

$Self-{UserSyncLDAPMap};
$Self-{UserSyncLDAPGroups};
$Self-{'UserSyncLDAPGroupsDefination'};
$Self-{'UserSyncLDAPRolesDefination'};
$Self-{'UserSyncLDAPAttibuteGroupsDefination'};
$Self-{'UserSyncLDAPAttibuteRolesDefination'};
$Self-{'UserSyncLDAPGroupsDefination'};

The difference might be that I use “$Self-{'AuthModule1'}” in my setup, not 
“$Self-{'AuthModule'}”. I guess, the system then first checks the local 
database and if this is not successful, it checks the AD. Is this what you want?

Mit freundlichen Grüßen

Daniel Litzbach

Security Support Engineer

Com-Sys ...Connecting Technology To Success.

Communication Systems Ges. für Netzwerktechnik mbH
Im Geisbaum 17 B - D-63329 Egelsbach
Tel: 06103 5983 320 - Fax.: +49 6103 5983 655
E-Mail: daniel.litzb...@com-sys.demailto:daniel.litzb...@com-sys.de - Web: 
www.com-sys.dehttp://www.com-sys.de/

Geschäftsführer: Detlef Heinzig
HRB 33354 - Amtsgericht Offenbach
Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Bogdan 
Iosif
Gesendet: Donnerstag, 29. August 2013 13:13
An: User questions and discussions about OTRS.
Betreff: Re: [otrs] Using multiple databases as external backend?

For me this doesn't work. I tested it in the past and just now. After 
configuring LDAP as an agent backend, all auth attempts are performed against 
LDAP. It kind of makes sense because in Config.pm I have:

$Self-{AuthModule} = 'Kernel::System::Auth::LDAP';
instead of

$Self-{AuthModule} = 'Kernel::System::Auth::DB';
and no entries for settings like AuthModule::DB::*, only for AuthModule::LDAP::*
I don't understand how come that it works for you. Could it be that you only 
have the impression it works because your agent user actually also exists in 
your LDAP / AD or maybe it's configured with the same password in both your DB 
backend and LDAP?
When I try to login with a user from DB that is not in LDAP I get this in 
otrs.log (ignore XXX)

[Thu Aug 29 14:00:44 2013][Notice][Kernel::System::Auth::LDAP::Auth] User: 
TestAg1 authentication failed, no LDAP entry found!BaseDN='DC=XXX,DC=local', 
Filter='(sAMAccountName=TestAg1)', (REMOTE_ADDR: XXX).


On Thu, Aug 29, 2013 at 1:56 PM, Daniel Litzbach 
daniel.litzb...@com-sys.demailto:daniel.litzb...@com-sys.de wrote:
I guess it is, I also have a local user in our OTRS which is syncing with AD. 
That works fine.

Just try to add the local agent in the admin area and set a password.

Regards,

Daniel

Von: otrs-boun...@otrs.orgmailto:otrs-boun...@otrs.org 
[mailto:otrs-boun...@otrs.orgmailto:otrs-boun...@otrs.org] Im Auftrag von 
Bogdan Iosif
Gesendet: Donnerstag, 29. August 2013 12:51

An: User questions and discussions about OTRS.
Betreff: Re: [otrs] Using multiple databases as external backend?

That's somewhat correct. AFAIK, during login the credentials are first checked 
against LDAP and then, optionally, some of their details are synched from LDAP 
into DB, presumably so that the rest of the application still works by querying 
the DB for user details.

However, what I need is to have some users defined in DB, beside those from 
LDAP. For example I may need to grant temporary access to OTRS, as an agent, 
for an external contractor whom I don't want to include in Active Directory / 
LDAP for both security and licensing reasons. I don't know if this is currently 
possible.
/bogdan

On Thu, Aug 29, 2013 at 1:43 PM, Daniel Litzbach 
daniel.litzb...@com-sys.demailto:daniel.litzb...@com-sys.de wrote:
If I’m not completely wrong, the LDAP users actually are DB users that are 
synced from the LDAP to the DB. When logging in, the agent data is read from 
the DB and the credentials checked against LDAP, right?

Daniel

Von: otrs-boun...@otrs.orgmailto:otrs-boun...@otrs.org 
[mailto:otrs-boun...@otrs.orgmailto:otrs-boun...@otrs.org] Im Auftrag von 
Bogdan Iosif
Gesendet: Donnerstag, 29. August 2013 12:38
An: User questions and discussions about OTRS.
Betreff: Re: [otrs] Using multiple databases as external backend?

you can use one Company Backend
I take it to mean you can only use one backend for agents. Can anyone else 
confirm this please? I'm interested to know

Re: [otrs] Consistent AJAX communication errors are ruining my experience

Jose, did you try it on more than one web browsers and different client 
machines? Which one are you using? Any addons / plugins installed? Which 
ones?


Daniel Santos
daniel.san...@etice.ce.gov.br
ETICE - Empresa de Tecnologia da Informação do Ceará
www.etice.ce.gov.br
+55 (85) 3101.6600

On 08/09/13 13:47, jose.salvi...@accenture.com wrote:

I could only find three *.log files in the OTRS folder, otrs (which I send 
you), Performance and Ticket Counter. None of those showed any errors at all.
Is the webserver log in some other area under a different name?

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Renee B
Sent: Friday, August 09, 2013 9:01 AM
To: otrs@otrs.org
Subject: Re: [otrs] Consistent AJAX communication errors are ruining my 
experience

On 09.08.2013 17:55, jose.salvi...@accenture.com wrote:

I replied to this earlier, but it does not seem to have gone through. Trying it 
again and will truncate some of the log file messages.

Thank you for the reply Renee!
The otrs.log shows no errors - just notices.


And the webserver log?

--
Perl / OTRS development: http://perl-services.de OTRS AddOn repository: 
http://opar.perl-services.de

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Re: [otrs] Consistent AJAX communication errors are ruining my experience

Did you check the defatul apache error_log?? Maybe it is logging your 
OTRS errors in there.


I'm at Fortaleza, Ceara... Northeast.

Daniel Santos
daniel.san...@etice.ce.gov.br
ETICE - Empresa de Tecnologia da Informação do Ceará
www.etice.ce.gov.br
+55 (85) 3101.6600

On 08/09/13 14:21, jose.salvi...@accenture.com wrote:

Great questions Daniel!

I have tried four different physical machines and one virtual with the same 
result. I tried it primarily in Chrome but have also used IE 10 and Firefox. 
They had different variations of the error, but none of them worked.

Firefox and IE are 100% addon/plugin free - I have Google Voice extension in 
Chrome, but nothing else.

Where in Brazil are you? I spent a few months in Belo Horizonte - LOVE it 
there! :)

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Daniel 
Santos
Sent: Friday, August 09, 2013 10:17 AM
To: otrs@otrs.org
Subject: Re: [otrs] Consistent AJAX communication errors are ruining my 
experience

Jose, did you try it on more than one web browsers and different client 
machines? Which one are you using? Any addons / plugins installed? Which ones?

Daniel Santos
daniel.san...@etice.ce.gov.br
ETICE - Empresa de Tecnologia da Informação do Ceará www.etice.ce.gov.br
+55 (85) 3101.6600

On 08/09/13 13:47, jose.salvi...@accenture.com wrote:

I could only find three *.log files in the OTRS folder, otrs (which I send 
you), Performance and Ticket Counter. None of those showed any errors at all.
Is the webserver log in some other area under a different name?

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf
Of Renee B
Sent: Friday, August 09, 2013 9:01 AM
To: otrs@otrs.org
Subject: Re: [otrs] Consistent AJAX communication errors are ruining
my experience

On 09.08.2013 17:55, jose.salvi...@accenture.com wrote:

I replied to this earlier, but it does not seem to have gone through. Trying it 
again and will truncate some of the log file messages.

Thank you for the reply Renee!
The otrs.log shows no errors - just notices.


And the webserver log?

--
Perl / OTRS development: http://perl-services.de OTRS AddOn
repository: http://opar.perl-services.de

-
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error, please notify the sender immediately and delete the original. Any other 
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Where allowed by local law, electronic communications with Accenture and its 
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__


www.accenture.com

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Re: [otrs] Consistent AJAX communication errors are ruining my experience

Jose, by default apache logs will be at /var/log/httpd or 
/var/log/apache2 depending on your distro. I recommend you to run it on 
Linux. I've never managed to install it on Windows.


Daniel Santos
daniel.san...@etice.ce.gov.br
ETICE - Empresa de Tecnologia da Informação do Ceará
www.etice.ce.gov.br
+55 (85) 3101.6600

On 08/09/13 15:39, jose.salvi...@accenture.com wrote:

The Apache and Apache2 folders in \otrs\kernel\cpan-lib are both empty?! Not 
sure where else to look for those logs. Thanks again for the support. It seems 
as if my issue is unique and not easy for anyone else to replicate. This is SO 
frustrating because I KNOW OTRS would be a great fit for us here.

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Daniel 
Santos
Sent: Friday, August 09, 2013 11:16 AM
To: otrs@otrs.org
Subject: Re: [otrs] Consistent AJAX communication errors are ruining my 
experience

Did you check the defatul apache error_log?? Maybe it is logging your OTRS 
errors in there.

I'm at Fortaleza, Ceara... Northeast.

Daniel Santos
daniel.san...@etice.ce.gov.br
ETICE - Empresa de Tecnologia da Informação do Ceará www.etice.ce.gov.br
+55 (85) 3101.6600

On 08/09/13 14:21, jose.salvi...@accenture.com wrote:

Great questions Daniel!

I have tried four different physical machines and one virtual with the same 
result. I tried it primarily in Chrome but have also used IE 10 and Firefox. 
They had different variations of the error, but none of them worked.

Firefox and IE are 100% addon/plugin free - I have Google Voice extension in 
Chrome, but nothing else.

Where in Brazil are you? I spent a few months in Belo Horizonte - LOVE
it there! :)

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf
Of Daniel Santos
Sent: Friday, August 09, 2013 10:17 AM
To: otrs@otrs.org
Subject: Re: [otrs] Consistent AJAX communication errors are ruining
my experience

Jose, did you try it on more than one web browsers and different client 
machines? Which one are you using? Any addons / plugins installed? Which ones?

Daniel Santos
daniel.san...@etice.ce.gov.br
ETICE - Empresa de Tecnologia da Informação do Ceará
www.etice.ce.gov.br
+55 (85) 3101.6600

On 08/09/13 13:47, jose.salvi...@accenture.com wrote:

I could only find three *.log files in the OTRS folder, otrs (which I send 
you), Performance and Ticket Counter. None of those showed any errors at all.
Is the webserver log in some other area under a different name?

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf
Of Renee B
Sent: Friday, August 09, 2013 9:01 AM
To: otrs@otrs.org
Subject: Re: [otrs] Consistent AJAX communication errors are ruining
my experience

On 09.08.2013 17:55, jose.salvi...@accenture.com wrote:

I replied to this earlier, but it does not seem to have gone through. Trying it 
again and will truncate some of the log file messages.

Thank you for the reply Renee!
The otrs.log shows no errors - just notices.


And the webserver log?

--
Perl / OTRS development: http://perl-services.de OTRS AddOn
repository: http://opar.perl-services.de

-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs


This message is for the designated recipient only and may contain privileged, 
proprietary, or otherwise confidential information. If you have received it in 
error, please notify the sender immediately and delete the original. Any other 
use of the e-mail by you is prohibited.

Where allowed by local law, electronic communications with Accenture and its 
affiliates, including e-mail and instant messaging (including content), may be 
scanned by our systems for the purposes of information security and assessment 
of internal compliance with Accenture policy.

_
_


www.accenture.com

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Re: [otrs] Consistent AJAX communication errors are ruining my experience

CentOS 6.4 x64! If there is an apache installed via repositories, the 
folders /var/log/httpd or apache2 must exist. Or did you compile Apache 
from sources? AFAIK Apache won't be able to start if there's no log folders.


Daniel Santos
daniel.san...@etice.ce.gov.br
ETICE - Empresa de Tecnologia da Informação do Ceará
www.etice.ce.gov.br
+55 (85) 3101.6600

On 08/09/13 15:55, jose.salvi...@accenture.com wrote:

Thanks Daniel. All I have in /var/log is otrs (the contents of which I shared 
earlier), otrs.log, Performance and TicketCounter. No errors in any of those 
logs. There is no httpd or apache2 folder or file in /var/log?!

I tried to installed it on Ubuntu and Suse, but forget what didn't work?! What 
flavor of Linux are you using it on?

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Daniel 
Santos
Sent: Friday, August 09, 2013 11:52 AM
To: otrs@otrs.org
Subject: Re: [otrs] Consistent AJAX communication errors are ruining my 
experience

Jose, by default apache logs will be at /var/log/httpd or
/var/log/apache2 depending on your distro. I recommend you to run it on Linux. 
I've never managed to install it on Windows.

Daniel Santos
daniel.san...@etice.ce.gov.br
ETICE - Empresa de Tecnologia da Informação do Ceará www.etice.ce.gov.br
+55 (85) 3101.6600

On 08/09/13 15:39, jose.salvi...@accenture.com wrote:

The Apache and Apache2 folders in \otrs\kernel\cpan-lib are both empty?! Not 
sure where else to look for those logs. Thanks again for the support. It seems 
as if my issue is unique and not easy for anyone else to replicate. This is SO 
frustrating because I KNOW OTRS would be a great fit for us here.

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf
Of Daniel Santos
Sent: Friday, August 09, 2013 11:16 AM
To: otrs@otrs.org
Subject: Re: [otrs] Consistent AJAX communication errors are ruining
my experience

Did you check the defatul apache error_log?? Maybe it is logging your OTRS 
errors in there.

I'm at Fortaleza, Ceara... Northeast.

Daniel Santos
daniel.san...@etice.ce.gov.br
ETICE - Empresa de Tecnologia da Informação do Ceará
www.etice.ce.gov.br
+55 (85) 3101.6600

On 08/09/13 14:21, jose.salvi...@accenture.com wrote:

Great questions Daniel!

I have tried four different physical machines and one virtual with the same 
result. I tried it primarily in Chrome but have also used IE 10 and Firefox. 
They had different variations of the error, but none of them worked.

Firefox and IE are 100% addon/plugin free - I have Google Voice extension in 
Chrome, but nothing else.

Where in Brazil are you? I spent a few months in Belo Horizonte -
LOVE it there! :)

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf
Of Daniel Santos
Sent: Friday, August 09, 2013 10:17 AM
To: otrs@otrs.org
Subject: Re: [otrs] Consistent AJAX communication errors are ruining
my experience

Jose, did you try it on more than one web browsers and different client 
machines? Which one are you using? Any addons / plugins installed? Which ones?

Daniel Santos
daniel.san...@etice.ce.gov.br
ETICE - Empresa de Tecnologia da Informação do Ceará
www.etice.ce.gov.br
+55 (85) 3101.6600

On 08/09/13 13:47, jose.salvi...@accenture.com wrote:

I could only find three *.log files in the OTRS folder, otrs (which I send 
you), Performance and Ticket Counter. None of those showed any errors at all.
Is the webserver log in some other area under a different name?

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf
Of Renee B
Sent: Friday, August 09, 2013 9:01 AM
To: otrs@otrs.org
Subject: Re: [otrs] Consistent AJAX communication errors are ruining
my experience

On 09.08.2013 17:55, jose.salvi...@accenture.com wrote:

I replied to this earlier, but it does not seem to have gone through. Trying it 
again and will truncate some of the log file messages.

Thank you for the reply Renee!
The otrs.log shows no errors - just notices.


And the webserver log?

--
Perl / OTRS development: http://perl-services.de OTRS AddOn
repository: http://opar.perl-services.de


- OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs


This message is for the designated recipient only and may contain privileged, 
proprietary, or otherwise confidential information. If you have received it in 
error, please notify the sender immediately and delete the original. Any other 
use of the e-mail by you is prohibited.

Where allowed by local law, electronic communications with Accenture and its 
affiliates, including e-mail and instant messaging (including content), may be 
scanned by our systems for the purposes of information security and assessment 
of internal compliance with Accenture policy

Re: [otrs] GenericAgent module

2013-07-15 Thread Daniel Santos


Thanks Renee. Just did it!

Daniel Santos
daniel.san...@etice.ce.gov.br
ETICE - Empresa de Tecnologia da Informação do Ceará
www.etice.ce.gov.br
+55 85 3101.6600

On 07/15/13 14:57, Renee B wrote:

On 15.07.2013 19:51, Daniel Santos wrote:

Hi folks...

Finally I got my Jabber Notification module working as expected, and
IMHO in a more interesting and correct way. Please find attached the
.opm file.

Is there any way to publish this package in otrs main repo?

Not that I'm aware of. But you could publish it on OPAR
(http://opar.perl-services.de). Just register
(http://opar.perl-services.de/bin/index.cgi/registration) and upload it.
After you've uploaded the OPM it can take up to five minutes until it
shows up in the search results.

If you experience any problems, please drop me a line at
o...@perl-services.de




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Re: [otrs] GenericAgent module

2013-07-10 Thread Daniel Santos


Nice Gerald!!

Now the Event flow got clear in my mind. I'll try to implement it and as 
soon I have it well tested I'll try to post it.


Thanks again.

Daniel Santos
daniel.san...@etice.ce.gov.br
ETICE - Empresa de Tecnologia da Informação do Ceará
www.etice.ce.gov.br
+55 85 3101.6600

On 07/09/13 17:50, Gerald Young wrote:
heh. If you want Best Practices of OTRS development, I might not be 
the best source. I come from a JFDI background.  :) :)


Assuming that GenericAgent.pm is calling 
Kernel/System/GenericAgent/NotifyAgentGroupOfCustomQueue.pm


It's calling TicketObject-SendAgentNotification and that's about it.

This is in Kernel/System/Ticket/Article.pm which ends in 
*ArticleAgentNotification *event.


But this happens all the time! yeah, pretty much.
How to test escalation response?
it's not the event that's EscalationxxxTimexxx. That latter is 
actually a Parameter attached to the result from TicketGet against the 
ticket object. Basicaly, upon ArticleAgentNotification Event, you'd 
check the TicketGet result's
EscalationResponseTime   (unix time stamp of response 
time escalation)
EscalationUpdateTime (unix time stamp of update 
time escalation)
EscalationSolutionTime   (unix time stamp of solution 
time escalation)
versus now and determine if now is  than escalation and check that 
other NotifyAgentGroupOfCustomQueue.pm for methods to check if it's 
sent but if you're already there, you might just copy that and modify 
the method of send to be jabber, then use it instead.


What would you do?
That last. The code to send the message only once is already made. 
It's all about SendAgentNotification that's the meat of the difference 
between whether to send by email or send by Jabber anyway


So, now what?
Well, if I really wanted to, I'd determine if I'd plug 
ArticleAgentNotification Event directly to jabber anyway. What I mean 
is, the event of ArticleAgentNotification may trigger the send via 
Jabber event all the time. And why not? I think that's the point of 
your jabber interface anyway.



On Tue, Jul 9, 2013 at 3:51 PM, Daniel Santos 
daniel.san...@etice.ce.gov.br mailto:daniel.san...@etice.ce.gov.br 
wrote:


Hmm... got it!!!

For me, it's important to be in compliance with the 'best
practices' of OTRS development...
As I do not change anything in the ticket, like you said, its
better to have a Ticket Event triggered when the GenericAgent
sends the Escalation notification. I've tried it before, but I
don't know which Event should I verify for a escalation
notification sent by the Generic Agent... would it be something
like this?

...
if ( $Ticket{Event} eq EscalationResponseTimeNotifyBefore ) { ... }
if ( $Ticket{Event} eq EscalationUpdateTimeNotifyBefore ) { ... }
if ( $Ticket{Event} eq EscalationSolutionTimeNotifyBefore ) { ... }

?

Regards,

Daniel Santos
daniel.san...@etice.ce.gov.br  mailto:daniel.san...@etice.ce.gov.br
ETICE - Empresa de Tecnologia da Informação do Ceará
www.etice.ce.gov.br  http://www.etice.ce.gov.br
+55 85 3101.6600

On 07/09/13 16:30, Gerald Young wrote:

If the generic agent was able to change something (dynamic field,
state, queue) that created an event, I'd use an event.
If not, I'd add the check at the same time as the other
GenericAgent that does that.

Which is the best? In my opinion, in theory, the thing that
doesn't run code unnecessarily. In practice, the thing that works
for your situation.


On Tue, Jul 9, 2013 at 3:10 PM, Daniel Santos
daniel.san...@etice.ce.gov.br
mailto:daniel.san...@etice.ce.gov.br wrote:

Gerald,

I used the same approach that GenericAgent uses to send
escalated notifications, which is a cron scheduled job that
runs bin/otrs.GenericAgent.pl http://otrs.GenericAgent.pl
and send escalation notifications as necessary. The only
difference on my module is that, instead of sending to
e-mail, we are sending to jabber (xmpp).

In your opinion, which is the best? GenericAgent or Ticket
Event? In the meantime, which Event should I listen to if
using Ticket Event?


Daniel Santos
daniel.san...@etice.ce.gov.br  mailto:daniel.san...@etice.ce.gov.br
ETICE - Empresa de Tecnologia da Informação do Ceará
www.etice.ce.gov.br  http://www.etice.ce.gov.br
+55 85 3101.6600

On 07/09/13 16:01, Gerald Young wrote:

You could, but I don't understand why you want to use a
scheduled job to do a notification when a ticket is
escalated. It would appear to me you'd want that as an event
upon occurrence, not a scheduled test if criteria has been met.

If you wish to do what you propose, how you've asked is the
correct way to accomplish the goal.


On Tue, Jul 9, 2013 at 2:36 PM, Daniel Santos

[otrs] GenericAgent module


Hi,

I'm setting up a Generic Agent to make some customization in my OTRS 
installation to send other notifications when a ticket is escalated. But 
when I try to use a Get from ConfigObject I'm always getting a: 
Message: Can't call method Get on an undefined value. ConfigObject 
is already in the Needed objects 'qw', but still doesn't work.


How can I get my module configuration parameters from Config when using 
a Generic Agent?


Thanks.

--
Daniel Santos
daniel.san...@etice.ce.gov.br
ETICE - Empresa de Tecnologia da Informação do Ceará
www.etice.ce.gov.br
+55 85 3101.6600

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Re: [otrs] GenericAgent module


Hi,

I've managed to get my module working... it was a typo in my Needed 
Modules. Sorry about that.


Now I'm wondering how can I add a new Generic Agent job in 
Kernel/Config/GenericAgentJabberNotification.pm and active it without 
touching Kernel/Config/GenericAgent.pm.


Do I need to setup a new cron entry passing -c 
Kernel::Config::GenericAgentJabberNotification ??


Thanks.

Daniel Santos
daniel.san...@etice.ce.gov.br
ETICE - Empresa de Tecnologia da Informação do Ceará
www.etice.ce.gov.br
+55 85 3101.6600

On 07/09/13 09:24, Daniel Santos wrote:

Hi,

I'm setting up a Generic Agent to make some customization in my OTRS 
installation to send other notifications when a ticket is escalated. 
But when I try to use a Get from ConfigObject I'm always getting a: 
Message: Can't call method Get on an undefined value. ConfigObject 
is already in the Needed objects 'qw', but still doesn't work.


How can I get my module configuration parameters from Config when 
using a Generic Agent?


Thanks.



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Re: [otrs] GenericAgent module


Gerald,

I used the same approach that GenericAgent uses to send escalated 
notifications, which is a cron scheduled job that runs 
bin/otrs.GenericAgent.pl and send escalation notifications as necessary. 
The only difference on my module is that, instead of sending to e-mail, 
we are sending to jabber (xmpp).


In your opinion, which is the best? GenericAgent or Ticket Event? In the 
meantime, which Event should I listen to if using Ticket Event?


Daniel Santos
daniel.san...@etice.ce.gov.br
ETICE - Empresa de Tecnologia da Informação do Ceará
www.etice.ce.gov.br
+55 85 3101.6600

On 07/09/13 16:01, Gerald Young wrote:
You could, but I don't understand why you want to use a scheduled job 
to do a notification when a ticket is escalated. It would appear to me 
you'd want that as an event upon occurrence, not a scheduled test if 
criteria has been met.


If you wish to do what you propose, how you've asked is the correct 
way to accomplish the goal.



On Tue, Jul 9, 2013 at 2:36 PM, Daniel Santos 
daniel.san...@etice.ce.gov.br mailto:daniel.san...@etice.ce.gov.br 
wrote:


Hi,

I've managed to get my module working... it was a typo in my
Needed Modules. Sorry about that.

Now I'm wondering how can I add a new Generic Agent job in
Kernel/Config/GenericAgentJabberNotification.pm and active it
without touching Kernel/Config/GenericAgent.pm.

Do I need to setup a new cron entry passing -c
Kernel::Config::GenericAgentJabberNotification ??

Thanks.


Daniel Santos
daniel.san...@etice.ce.gov.br mailto:daniel.san...@etice.ce.gov.br
ETICE - Empresa de Tecnologia da Informação do Ceará
www.etice.ce.gov.br http://www.etice.ce.gov.br
+55 85 3101.6600

On 07/09/13 09:24, Daniel Santos wrote:

Hi,

I'm setting up a Generic Agent to make some customization in
my OTRS installation to send other notifications when a ticket
is escalated. But when I try to use a Get from ConfigObject
I'm always getting a: Message: Can't call method Get on an
undefined value. ConfigObject is already in the Needed
objects 'qw', but still doesn't work.

How can I get my module configuration parameters from Config
when using a Generic Agent?

Thanks.


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Re: [otrs] GenericAgent module


Hmm... got it!!!

For me, it's important to be in compliance with the 'best practices' of 
OTRS development...
As I do not change anything in the ticket, like you said, its better to 
have a Ticket Event triggered when the GenericAgent sends the Escalation 
notification. I've tried it before, but I don't know which Event should 
I verify for a escalation notification sent by the Generic Agent... 
would it be something like this?


...
if ( $Ticket{Event} eq EscalationResponseTimeNotifyBefore ) { ... }
if ( $Ticket{Event} eq EscalationUpdateTimeNotifyBefore ) { ... }
if ( $Ticket{Event} eq EscalationSolutionTimeNotifyBefore ) { ... }

?

Regards,

Daniel Santos
daniel.san...@etice.ce.gov.br
ETICE - Empresa de Tecnologia da Informação do Ceará
www.etice.ce.gov.br
+55 85 3101.6600

On 07/09/13 16:30, Gerald Young wrote:
If the generic agent was able to change something (dynamic field, 
state, queue) that created an event, I'd use an event.
If not, I'd add the check at the same time as the other GenericAgent 
that does that.


Which is the best? In my opinion, in theory, the thing that doesn't 
run code unnecessarily. In practice, the thing that works for your 
situation.



On Tue, Jul 9, 2013 at 3:10 PM, Daniel Santos 
daniel.san...@etice.ce.gov.br mailto:daniel.san...@etice.ce.gov.br 
wrote:


Gerald,

I used the same approach that GenericAgent uses to send escalated
notifications, which is a cron scheduled job that runs
bin/otrs.GenericAgent.pl http://otrs.GenericAgent.pl and send
escalation notifications as necessary. The only difference on my
module is that, instead of sending to e-mail, we are sending to
jabber (xmpp).

In your opinion, which is the best? GenericAgent or Ticket Event?
In the meantime, which Event should I listen to if using Ticket
Event?


Daniel Santos
daniel.san...@etice.ce.gov.br  mailto:daniel.san...@etice.ce.gov.br
ETICE - Empresa de Tecnologia da Informação do Ceará
www.etice.ce.gov.br  http://www.etice.ce.gov.br
+55 85 3101.6600

On 07/09/13 16:01, Gerald Young wrote:

You could, but I don't understand why you want to use a scheduled
job to do a notification when a ticket is escalated. It would
appear to me you'd want that as an event upon occurrence, not a
scheduled test if criteria has been met.

If you wish to do what you propose, how you've asked is the
correct way to accomplish the goal.


On Tue, Jul 9, 2013 at 2:36 PM, Daniel Santos
daniel.san...@etice.ce.gov.br
mailto:daniel.san...@etice.ce.gov.br wrote:

Hi,

I've managed to get my module working... it was a typo in my
Needed Modules. Sorry about that.

Now I'm wondering how can I add a new Generic Agent job in
Kernel/Config/GenericAgentJabberNotification.pm and active it
without touching Kernel/Config/GenericAgent.pm.

Do I need to setup a new cron entry passing -c
Kernel::Config::GenericAgentJabberNotification ??

Thanks.


Daniel Santos
daniel.san...@etice.ce.gov.br
mailto:daniel.san...@etice.ce.gov.br
ETICE - Empresa de Tecnologia da Informação do Ceará
www.etice.ce.gov.br http://www.etice.ce.gov.br
+55 85 3101.6600

On 07/09/13 09:24, Daniel Santos wrote:

Hi,

I'm setting up a Generic Agent to make some customization
in my OTRS installation to send other notifications when
a ticket is escalated. But when I try to use a Get from
ConfigObject I'm always getting a: Message: Can't call
method Get on an undefined value. ConfigObject is
already in the Needed objects 'qw', but still doesn't work.

How can I get my module configuration parameters from
Config when using a Generic Agent?

Thanks.


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Re: [otrs] How to add a new field to Agent's profile?

2013-07-02 Thread Daniel Santos


Hi Santiago,

I'm working on it and as soon as I get it working stable I'll try to 
build a package and then make it public.


Daniel Santos
daniel.san...@etice.ce.gov.br
ETICE - Empresa de Tecnologia da Informação do Ceará
www.etice.ce.gov.br
+55 85 3101.6600

On 07/01/13 21:32, Santiago Nunez wrote:

Hi Daniel,

I'd like to implement the same feature your have been working on.
Would you mind sharing with me the files, configurations and modifications
you made to implement it?

Thanks in advance,

Santiago

Daniel Santos daniel.santos at etice.ce.gov.br writes:



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Re: [otrs] How to add a new field to Agent's profile?

2013-07-01 Thread Daniel Santos


Hi Gerald,

I successfully created the field (XMPPJID) on our agent preferences 
screen based on your link. But now I'm stuck trying to retrieve this 
value in a Ticket Event module. I've already tried $Param{XMPPJID}, 
$Param{Data}-{XMPPJID}, but it doesn't work.


Daniel Santos
daniel.san...@etice.ce.gov.br
ETICE - Empresa de Tecnologia da Informação do Ceará
www.etice.ce.gov.br
+55 85 3101.6600

On 06/26/13 11:26, Gerald Young wrote:

http://forums.otterhub.org/viewtopic.php?f=60t=19936


On Wed, Jun 26, 2013 at 10:13 AM, Daniel Santos 
daniel.san...@etice.ce.gov.br mailto:daniel.san...@etice.ce.gov.br 
wrote:


Hi there.

What's the correct way to add a new field (JabberUID) in the
Agent's profile so we can configure our Agents to receive
notifications on email and Jabber?

I'm thinking on setting up a Ticket Event to make it send these
Jabber notifications when a Ticket reaches its EscalationTime.

Is there any way to create a new ArticleType (I.E:
xmpp-notification) so I can create an Notification Event and use
it to notify my Agents via Jabber instead of creating a Ticket Event?

Thanks in advance!

-- 
Daniel Santos

daniel.san...@etice.ce.gov.br mailto:daniel.san...@etice.ce.gov.br
ETICE - Empresa de Tecnologia da Informação do Ceará
www.etice.ce.gov.br http://www.etice.ce.gov.br
+55 85 3101.6600

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Re: [otrs] How to add a new field to Agent's profile?

2013-07-01 Thread Daniel Santos


Thanks Gerald,

I mistakenlyassumed the User information came inside Ticket information. 
Now I got it working as stated below:


my %Ticket = $Self-{TicketObject}-TicketGet(
TicketID = $Param{Data}-{TicketID},
);

my %UserPrefs = $Self-{UserObject}-GetPreferences(
UserID = $Ticket{OwnerID},
);

my %UserData = $Self-{UserObject}-GetUserData(
UserID = $Ticket{OwnerID},
);

And then $UserPrefs{AgentXMPPJID} give me the Ticket Owner JID 
previously configured.


Regards,

Daniel Santos
daniel.san...@etice.ce.gov.br
ETICE - Empresa de Tecnologia da Informação do Ceará
www.etice.ce.gov.br
+55 85 3101.6600

On 07/01/13 15:05, Gerald Young wrote:
Daniel, without understanding your code, note that Agent profile data 
is not in a Ticket, but as a UserObject-GetPreferences (see 
dev.otrs.org http://dev.otrs.org, Kernel::System::User)


Basic concept: Get ticket's info, from that obtain UserID, from that, 
get the Preferences Hash from GetPreferences, from that, obtain the 
XMPPJID,





On Mon, Jul 1, 2013 at 10:11 AM, Daniel Santos 
daniel.san...@etice.ce.gov.br mailto:daniel.san...@etice.ce.gov.br 
wrote:


Hi Gerald,

I successfully created the field (XMPPJID) on our agent
preferences screen based on your link. But now I'm stuck trying to
retrieve this value in a Ticket Event module. I've already tried
$Param{XMPPJID}, $Param{Data}-{XMPPJID}, but it doesn't work.


Daniel Santos
daniel.san...@etice.ce.gov.br  mailto:daniel.san...@etice.ce.gov.br
ETICE - Empresa de Tecnologia da Informação do Ceará
www.etice.ce.gov.br  http://www.etice.ce.gov.br
+55 85 3101.6600

On 06/26/13 11:26, Gerald Young wrote:

http://forums.otterhub.org/viewtopic.php?f=60t=19936


On Wed, Jun 26, 2013 at 10:13 AM, Daniel Santos
daniel.san...@etice.ce.gov.br
mailto:daniel.san...@etice.ce.gov.br wrote:

Hi there.

What's the correct way to add a new field (JabberUID) in the
Agent's profile so we can configure our Agents to receive
notifications on email and Jabber?

I'm thinking on setting up a Ticket Event to make it send
these Jabber notifications when a Ticket reaches its
EscalationTime.

Is there any way to create a new ArticleType (I.E:
xmpp-notification) so I can create an Notification Event and
use it to notify my Agents via Jabber instead of creating a
Ticket Event?

Thanks in advance!

-- 
Daniel Santos

daniel.san...@etice.ce.gov.br
mailto:daniel.san...@etice.ce.gov.br
ETICE - Empresa de Tecnologia da Informação do Ceará
www.etice.ce.gov.br http://www.etice.ce.gov.br
+55 85 3101.6600

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[otrs] How to add a new field to Agent's profile?

2013-06-26 Thread Daniel Santos


Hi there.

What's the correct way to add a new field (JabberUID) in the Agent's 
profile so we can configure our Agents to receive notifications on email 
and Jabber?


I'm thinking on setting up a Ticket Event to make it send these Jabber 
notifications when a Ticket reaches its EscalationTime.


Is there any way to create a new ArticleType (I.E: xmpp-notification) so 
I can create an Notification Event and use it to notify my Agents via 
Jabber instead of creating a Ticket Event?


Thanks in advance!

--
Daniel Santos
daniel.san...@etice.ce.gov.br
ETICE - Empresa de Tecnologia da Informação do Ceará
www.etice.ce.gov.br
+55 85 3101.6600

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Re: [otrs] How to add a new field to Agent's profile?

2013-06-26 Thread Daniel Santos


Nice Gerald,

That tip made the trick... Now about the other question, do you have any 
clue of how I can do it?


Is there any way to create a new ArticleType (I.E: xmpp-notification) 
so I can create an Notification Event and use it to notify my Agents via 
Jabber instead of creating a Ticket Event?


Regards,

Daniel Santos
daniel.san...@etice.ce.gov.br
ETICE - Empresa de Tecnologia da Informação do Ceará
www.etice.ce.gov.br
+55 85 3101.6600

On 06/26/13 11:26, Gerald Young wrote:

http://forums.otterhub.org/viewtopic.php?f=60t=19936


On Wed, Jun 26, 2013 at 10:13 AM, Daniel Santos 
daniel.san...@etice.ce.gov.br mailto:daniel.san...@etice.ce.gov.br 
wrote:


Hi there.

What's the correct way to add a new field (JabberUID) in the
Agent's profile so we can configure our Agents to receive
notifications on email and Jabber?

I'm thinking on setting up a Ticket Event to make it send these
Jabber notifications when a Ticket reaches its EscalationTime.

Is there any way to create a new ArticleType (I.E:
xmpp-notification) so I can create an Notification Event and use
it to notify my Agents via Jabber instead of creating a Ticket Event?

Thanks in advance!

-- 
Daniel Santos

daniel.san...@etice.ce.gov.br mailto:daniel.san...@etice.ce.gov.br
ETICE - Empresa de Tecnologia da Informação do Ceará
www.etice.ce.gov.br http://www.etice.ce.gov.br
+55 85 3101.6600

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Re: [otrs] How to add a new field to Agent's profile?

2013-06-26 Thread Daniel Santos


Ok, I'll try to do it using Ticket Event Module.

Thanks a lot!!

Daniel Santos
daniel.san...@etice.ce.gov.br
ETICE - Empresa de Tecnologia da Informação do Ceará
www.etice.ce.gov.br
+55 85 3101.6600

On 06/26/13 13:03, Gerald Young wrote:
I'm not sure that's answerable via the forum. It's a bit more 
complicated/requires development.



On Wed, Jun 26, 2013 at 11:30 AM, Daniel Santos 
daniel.san...@etice.ce.gov.br mailto:daniel.san...@etice.ce.gov.br 
wrote:


Nice Gerald,

That tip made the trick... Now about the other question, do you
have any clue of how I can do it?


Is there any way to create a new ArticleType (I.E:
xmpp-notification) so I can create an Notification Event and use
it to notify my Agents via Jabber instead of creating a Ticket Event?

Regards,

Daniel Santos
daniel.san...@etice.ce.gov.br  mailto:daniel.san...@etice.ce.gov.br
ETICE - Empresa de Tecnologia da Informação do Ceará
www.etice.ce.gov.br  http://www.etice.ce.gov.br
+55 85 3101.6600

On 06/26/13 11:26, Gerald Young wrote:

http://forums.otterhub.org/viewtopic.php?f=60t=19936


On Wed, Jun 26, 2013 at 10:13 AM, Daniel Santos
daniel.san...@etice.ce.gov.br
mailto:daniel.san...@etice.ce.gov.br wrote:

Hi there.

What's the correct way to add a new field (JabberUID) in the
Agent's profile so we can configure our Agents to receive
notifications on email and Jabber?

I'm thinking on setting up a Ticket Event to make it send
these Jabber notifications when a Ticket reaches its
EscalationTime.

Is there any way to create a new ArticleType (I.E:
xmpp-notification) so I can create an Notification Event and
use it to notify my Agents via Jabber instead of creating a
Ticket Event?

Thanks in advance!

-- 
Daniel Santos

daniel.san...@etice.ce.gov.br
mailto:daniel.san...@etice.ce.gov.br
ETICE - Empresa de Tecnologia da Informação do Ceará
www.etice.ce.gov.br http://www.etice.ce.gov.br
+55 85 3101.6600

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[otrs] How to not save notifications in the ticket history?

2013-04-12 Thread Daniel Santos


Hi,

Is there any way to set OTRS to not save all the notifications sent in 
the ticket?


Ex:.

- A new ticket is created.
- A new note is added in the ticket.
- A new notification is sent to the client about the note added.
- The ticket get updated with the note itself AND the notification sent 
to the client.


In my humble opinion its redundant to us to have the note and the 
notification about the note added to the ticket.


Thanks in advance.

*Daniel Santos*
daniel.san...@etice.ce.gov.br
ETICE - Empresa de Tecnologia da Informação do Ceará
www.etice.ce.gov.br
+55 (85) 3101.6600
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Re: [otrs] How to not save notifications in the ticket history?

2013-04-12 Thread Daniel Santos

But the Response as well, get duplicated in the ticket (The Response + 
The email sent).


*Daniel Santos*
daniel.san...@etice.ce.gov.br
ETICE - Empresa de Tecnologia da Informação do Ceará
www.etice.ce.gov.br
+55 (85) 3101.6600
On 04/12/2013 10:09 AM, Gerald Young wrote:
In my opinion, it's not a good idea to send a client notification 
about a note. That's what a Response is for.



On Fri, Apr 12, 2013 at 8:25 AM, Daniel Santos 
daniel.san...@etice.ce.gov.br mailto:daniel.san...@etice.ce.gov.br 
wrote:


Hi,

Is there any way to set OTRS to not save all the notifications
sent in the ticket?

Ex:.

- A new ticket is created.
- A new note is added in the ticket.
- A new notification is sent to the client about the note added.
- The ticket get updated with the note itself AND the notification
sent to the client.

In my humble opinion its redundant to us to have the note and the
notification about the note added to the ticket.

Thanks in advance.

*Daniel Santos*
daniel.san...@etice.ce.gov.br mailto:daniel.san...@etice.ce.gov.br
ETICE - Empresa de Tecnologia da Informação do Ceará
www.etice.ce.gov.br http://www.etice.ce.gov.br
+55 (85) 3101.6600 tel:%2B55%20%2885%29%203101.6600

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Re: [otrs] How to not save notifications in the ticket history?

2013-04-12 Thread Daniel Santos


That's weird... I'll redo my setup and check that again.

Thanks for the advices.

*Daniel Santos*
daniel.san...@etice.ce.gov.br
ETICE - Empresa de Tecnologia da Informação do Ceará
www.etice.ce.gov.br
+55 (85) 3101.6600
On 04/12/2013 10:23 AM, Gerald Young wrote:

I never had that happen to me. The response = the email sent.


On Fri, Apr 12, 2013 at 9:17 AM, Daniel Santos 
daniel.san...@etice.ce.gov.br mailto:daniel.san...@etice.ce.gov.br 
wrote:


But the Response as well, get duplicated in the ticket (The
Response + The email sent).


*Daniel Santos*
daniel.san...@etice.ce.gov.br mailto:daniel.san...@etice.ce.gov.br
ETICE - Empresa de Tecnologia da Informação do Ceará
www.etice.ce.gov.br http://www.etice.ce.gov.br
+55 (85) 3101.6600 tel:%2B55%20%2885%29%203101.6600
On 04/12/2013 10:09 AM, Gerald Young wrote:

In my opinion, it's not a good idea to send a client notification
about a note. That's what a Response is for.


On Fri, Apr 12, 2013 at 8:25 AM, Daniel Santos
daniel.san...@etice.ce.gov.br
mailto:daniel.san...@etice.ce.gov.br wrote:

Hi,

Is there any way to set OTRS to not save all the
notifications sent in the ticket?

Ex:.

- A new ticket is created.
- A new note is added in the ticket.
- A new notification is sent to the client about the note added.
- The ticket get updated with the note itself AND the
notification sent to the client.

In my humble opinion its redundant to us to have the note and
the notification about the note added to the ticket.

Thanks in advance.

*Daniel Santos*
daniel.san...@etice.ce.gov.br
mailto:daniel.san...@etice.ce.gov.br
ETICE - Empresa de Tecnologia da Informação do Ceará
www.etice.ce.gov.br http://www.etice.ce.gov.br
+55 (85) 3101.6600 tel:%2B55%20%2885%29%203101.6600

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[otrs] Survy questions

2013-02-05 Thread Daniel

Hi There,

is there any way to see the ClickRate?

My  fault  is,  i saw we send 100 Mails to rate our Support but only 4
customers rated our support.

I  want to check if other Customers click the link and think OMG what
questions or if the dont click the link ans delete ne Mail unread.

I you can understand what i mean ;)



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Mit freundlichen Grüßen
Daniel
mailto:dan...@linux-nerd.de

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Re: [otrs-de] Statistik generieren

2013-02-04 Thread Obee, Daniel

Hallo,

um aussagekräftige Statistiken zu generieren, setzen wir Excel/ODBC mit 
Pivottabellen ein.

Hier mal ein SQL-Statement (MySQL), dass wir so ähnlich als Grundlage für alle 
Statistiken benutzen. Über das Ergebnis lässt sich eine entsprechende 
Pivottabelle generieren, die auch Ticketeingang nach Stunden rausschmeißt.

Gruß
Daniel

SELECT 
DATE_FORMAT(th.create_time, '%Y-%m') as month 
, WEEK(th.create_time, 3) as cw 
, DATE(th.create_time) as dateFull 
, DATE_FORMAT(th.`create_time`,'%H') as hour 
, th.create_time as timestamp 
, th.ticket_id 
, if(ht.name = 'StateUpdate','AgentClose', ht.name) as event 
, q.name as queue 
, u.login as agent 

FROM ticket_history th 
INNER JOIN ticket_history_type ht ON ht.id = th.history_type_id 
INNER JOIN queue q on q.id = th.queue_id 
INNER JOIN users u ON u.id = th.create_by 
WHERE 

DATE(th.create_time) = CURRENT_DATE -- heute 
-- DATE(th.create_time) = SUBDATE(CURRENT_DATE, INTERVAL 1 DAY) -- yesterday 
-- DATE_FORMAT(th.create_time, '%Y-%m') = DATE_FORMAT(CURRENT_DATE, '%Y-%m') -- 
this month 
/* (WEEK(th.create_time,3) = WEEK(CURRENT_DATE,3) 
and YEAR(th.create_time) = YEAR(CURRENT_DATE)) */ -- current week 
/* (WEEK(th.create_time,3) = WEEK(CURRENT_DATE,3)-1 
and YEAR(th.create_time) = YEAR(CURRENT_DATE)) */-- last week 
-- th.create_time BETWEEN '2010-07-31' AND '2010-08-31' -- time span 

AND ( 
ht.id in ( 
1, -- NewTicket 
12, -- EmailCustomer 
6, 7 -- Forward, Bounce 
, 8 -- send answer 
, 13 -- PhoneCallAgent 
, 14 -- PhoneCallCustomer 
-- , 15 -- AddNote 
, 16 -- Move 
) 
or (ht.id = 27 and th.state_id in (2,3)) -- AgentClose 
)

 

-Ursprüngliche Nachricht-

Message: 1
Date: Mon, 4 Feb 2013 11:43:47 +0100
From: Grüning, Mariomario.gruen...@klinikum-magdeburg.de
Subject: [otrs-de] Statistik generieren
To: otrs-de@otrs.org otrs-de@otrs.org
Message-ID: D7B2B4D7E284F340B5B288B0B70020862408FE3A49@kho-exch01
Content-Type: text/plain; charset=iso-8859-1

Hallo Gemeinde,

hat jemand ein Vorschlag oder ein Beispiel wie ich eine Statistik generieren 
kann, welche mir Anzeigt zu welcher Tageszeit wie viele Tickets erstellt 
werden? Für einen Zeitraum von einem Monat zum Beispiel?

Mit freundlichem Gruß
Mario Grüning

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Re: [otrs-de] ViewQueue Sortierung

2013-01-31 Thread Obee, Daniel

Hi Andreas,

out of the box geht das nicht. 

Znuny bietet ein Modul für die 3.0 an: http://znuny.com/#!/addons (Nr. 10), für 
die 2.4 gibt es das Ganze auf OPAR: 
http://opar.perl-services.de/bin/index.cgi/package/T/TI/TISAR/MyHammerQueueViewByCustCont

Das Modul unterscheidet auch, ob z.B. ein FollowUp auf ein offenes Ticket 
vorliegt und führt dann kein Downgrading durch.

Wir werden in absehbarer Zeit ein entsprechendes Modul für die 3.2 benötigen, 
bei Interesse an einer Entwicklungsbeteiligung kannst Du Dich gerne direkt an 
mich wenden.

Gruß
Daniel


--

Message: 1
Date: Wed, 30 Jan 2013 16:49:26 +0100
From: Andreas Laut andreas.l...@5point.de
Subject: [otrs-de] ViewQueue Sortierung
To: User questions and discussions about OTRS.org in German
otrs-de@otrs.org
Message-ID: 51094106.6070...@5point.de
Content-Type: text/plain; charset=ISO-8859-15; format=flowed

Hallo Liste,

bei Ticket::Frontend::AgentTicketQueue###SortBy::Default in Sysconfig ist 
Alter eingestellt. Es wird auch nach dem Alter sortiert, leider aber nach dem 
Alter des Erstelldatums und nicht nach Alter des letzten Vorgangs. Sprich - 
kommt eine Nachfrage rein, ist das Ticket mitunter zwischendrin statt ganz 
unten, was etwas verwirrend sein kann.
Kann man das umstellen?

Gruß
Andreas

--
Andreas Laut | Administration | 5 POINT AG
Tel.: +49 (0) 6151 13097 26 | Fax.: +49 (0) 6151 13097 10
E-Mail: andreas.l...@5point.de

5 POINT AG
Saalbaustraße 27 | 64283 Darmstadt
Tel.: +49 (0) 6151 13097 0 | Fax.: +49 (0) 6151 13097 10
E-Mail: i...@5point.de
Internet: www.5point.de | www.teamspace.de | www.projectfacts.de
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NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen!
http://www.otrs.com/de/support/enterprise-subscription/

Ende otrs-de Nachrichtensammlung, Band 111, Eintrag 32
**
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[otrs] OTRS Survey

2013-01-25 Thread Daniel

Hey Gusys,

anyone know if it is possible to have more then one Survey?
I  manage 4 Companys in my Ticket-System and each of them want to have
a Survey but just one can be master and active :-(



-- 
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Daniel
mailto:dan...@linux-nerd.de

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Re: [otrs] OTRS Survey

2013-01-25 Thread Daniel

Title: Re: [otrs] OTRS Survey


Hi,

seems not to be working. Now the survey wont work anymore on both queues.

am Freitag, 25. Januar 2013 um 23:08 schrieben Sie:





Hello,

You can, but then you have to make some modifications into the Code to allow the non-master surveys to be sent.

You have to modify/opt/otrs/Kernel/System/Survey.pm,look for the query in coments (#) and replace it with the entire query.

$Self-{DBObject}-Prepare(
  #  SQL  = "SELECT id FROM survey WHERE status = 'Master'",
 SQL  = "SELECTs.id
   FROM survey s, survey_queue sq, ticket t
   WHEREs.id= sq.survey_id
   and t.queue_id = sq.queue_id
   andt.id= $Param{TicketID}
   and s.status IN ('Valid', 'Master')",
   Limit = 1,
 );


Here is the link for the forum

http://forums.otterhub.org/viewtopic.php?f=62t=6620

2013/1/25 Daniel dan...@linux-nerd.de
Hey Gusys,

anyone know if it is possible to have more then one Survey?
I manage 4 Companys in my Ticket-System and each of them want to have
a Survey but just one can be master and active :-(



--
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Daniel
mailto:dan...@linux-nerd.de

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--
___
Alvaro Cordero Retana
Consultor de Tecnologias
Gridshield Monitoreo de Redes e
Infraestructura.
2258-5757 ext 123
alv...@gridshield.net
www.gridshield.net





--
Mit freundlichen Grüßen
Daniel
mailto:dan...@linux-nerd.de


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[otrs] Voting System

2013-01-23 Thread Daniel

Hey Guys,

is there any known addon for a voting System for otrs?
My point is, that the customer is able to vote for the Support if they
satisfied or not ;)


-- 
Mit freundlichen Grüßen
Daniel
mailto:dan...@linux-nerd.de

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Re: [otrs] Voting System

2013-01-23 Thread Daniel

Title: Re: [otrs] Voting System


Hi,

yeah greate, found it for 5 minutes - now just testing it ;)

am Mittwoch, 23. Januar 2013 um 21:20 schrieben Sie:





There is theSurveymodule, you could create a simple "Are you happy with support?" question but it wouldn't be as fancy ashttp://smiley.37signals.com

Steve



On 23 January 2013 20:10, Daniel dan...@linux-nerd.de wrote:
 Hey Guys,

 is there any known "addon" for a voting System for otrs?
 My point is, that the customer is able to vote for the Support if they
 satisfied or not ;)


 --
 Mit freundlichen Grüßen
 Daniel
 mailto:dan...@linux-nerd.de

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Daniel
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Re: [otrs] Query regarding CustomerTicketMessage

2012-10-01 Thread Leon Carrasco, Daniel

Hi,

 

My otrs system in syslog says this :

 

Oct  1 16:02:01 otrs /USR/SBIN/CRON[5602]: (otrs) CMD (/usr/bin/fetchmail -a 
--ssl  /dev/null)

Oct  1 16:02:01 otrs /USR/SBIN/CRON[5603]: (otrs) CMD ([ -x /usr/bin/fetchmail 
]  /usr/bin/fetchmail -a  /dev/null)

Oct  1 16:02:01 otrs /USR/SBIN/CRON[5604]: (otrs) CMD 
($HOME/bin/otrs.PostMasterMailbox.pl  /dev/null)

Oct  1 16:02:01 otrs /USR/SBIN/CRON[5600]: (CRON) error (grandchild #5602 
failed with exit status 5)

Oct  1 16:02:01 otrs /USR/SBIN/CRON[5600]: (CRON) info (No MTA installed, 
discarding output)

Oct  1 16:02:01 otrs /USR/SBIN/CRON[5601]: (CRON) error (grandchild #5603 
failed with exit status 5)

Oct  1 16:02:01 otrs /USR/SBIN/CRON[5601]: (CRON) info (No MTA installed, 
discarding output)

 

And I don't know , what are do, I upgrade to 3.1.10 and no fix them.

 

Any sugestion?

 

Best Regards,

 

 

Saludos,

Daniel León C.

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[otrs] upgrade version otrs

2012-08-22 Thread Leon Carrasco, Daniel

Hi everybody,

 

  Someone updated the version of OTRS from 3.1.5 to 3.1.8.

The true is I am really new in this platform, and I cannot find a mini how-to. 
Us can help me?

 

Best Regards,

Daniel León C.

Administrador de Sistemas

 

Las Condes - Santiago de Chile

+562 340 7015

 

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Re: [otrs] lookup customer email addresses ?

2012-08-09 Thread Luis Daniel Lucio Quiroz

Hey, helo

Im reading this, and i have a doubt

this integration works, if user dont need to log into otrs portal, but
users that are able to sign in in portal,need passwrod stored at
vtigerdb.portalinfo table

my question is, because data of customer and login info are split in 2
tables, the easier way is to do a JOIN, but how, in Config.pm i could
place the JOIN as a TEMP table


Regards,

LD

2012/2/7 ipguy ip...@pseudome.org:
 Hi Mike

 Will do but i think it's incomplete ?



 On Wed, Feb 8, 2012 at 8:11 AM, Michiel Beijen michiel.bei...@gmail.com
 wrote:

 This might be of interest:

 http://francoisharvey.ca/2011/01/integration-otrs-et-vtigercrm/

 I never got around to actually adding it to our wiki, feel free to do so!

 --
 Mike

 On Tue, Feb 7, 2012 at 04:34, ipguy ip...@pseudome.org wrote:
  hi all
 
  i'd like to lookup customer email addresses from our vtiger mysql
  database
  hosted on a remote server.
  Is this possible ?
 
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Re: [otrs] lookup customer email addresses ?

2012-08-09 Thread Luis Daniel Lucio Quiroz

just doing brainstorm

if

$Self-{CustomerUser} = {
Name   = 'VTiger CRM',
Module = 'Kernel::System::CustomerUser::DB',
Params = {
DSN = 'DBI:mysql:database=DB_VTIGER;host=SERVEUR_VTIGER',
User = 'VTIGER_USER_RO',
Password = 'VTIGER_PASSWD_RO',
Table = 'vtiger_contactdetails',
CaseSensitive = 0,
},


then we can change Table value by (SELECT WITH JOIN QUERY) in order to
let OTRS do a

select * from (select .join )


?

2012/8/9 Luis Daniel Lucio Quiroz luis.daniel.lu...@gmail.com:
 Hey, helo

 Im reading this, and i have a doubt

 this integration works, if user dont need to log into otrs portal, but
 users that are able to sign in in portal,need passwrod stored at
 vtigerdb.portalinfo table

 my question is, because data of customer and login info are split in 2
 tables, the easier way is to do a JOIN, but how, in Config.pm i could
 place the JOIN as a TEMP table


 Regards,

 LD

 2012/2/7 ipguy ip...@pseudome.org:
 Hi Mike

 Will do but i think it's incomplete ?



 On Wed, Feb 8, 2012 at 8:11 AM, Michiel Beijen michiel.bei...@gmail.com
 wrote:

 This might be of interest:

 http://francoisharvey.ca/2011/01/integration-otrs-et-vtigercrm/

 I never got around to actually adding it to our wiki, feel free to do so!

 --
 Mike

 On Tue, Feb 7, 2012 at 04:34, ipguy ip...@pseudome.org wrote:
  hi all
 
  i'd like to lookup customer email addresses from our vtiger mysql
  database
  hosted on a remote server.
  Is this possible ?
 
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[otrs] [#21]: 3.0.13 rpm not available for Red Hat systems

2012-06-05 Thread Daniel Perez

User questions and discussions about OTRS.,

Thank you for contacting us. This is an automated response confirming the receipt of your ticket. One of our agents will get back to you as soon as possible. For your records, the details of the ticket are listed below. When replying, please make sure that the ticket ID is kept in the subject line to ensure that your replies are tracked appropriately.

Ticket ID: 21
Subject: [otrs] 3.0.13 rpm not available for Red Hat systems
Department: General
Type: Issue
Status: Open
Priority: Normal

You can check the status of or reply to this ticket online at: http://kayakotest.com/index.php?/Tickets/Ticket/View/21

Kind regards,

Test

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[otrs] [#21]: 3.0.13 rpm not available for Red Hat systems

2012-06-05 Thread Daniel Perez

Will one of the list admins please unsubscribe this address?

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Daniel Perez
Sent: Friday, March 02, 2012 8:10 AM
To: otrs@otrs.org
Subject: [otrs] [#21]: 3.0.13 rpm not available for Red Hat systems

User questions and discussions about OTRS.,





Ticket History
User questions and discussions about OTRS. (Client) Posted On: 05 June 2012 12:09 PM


Hi,

I got this announcement this morning:

http://www.otrs.com/en/open-source/community-news/releases-notes/release-notes-otrs-help-desk-3013/

But the rpm is not available for RH systems:

http://ftp.otrs.org/pub/otrs/RPMS/fedora/4/

- otrs-3.0.13 not available

Thanks,

Ugo

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Ticket Details

Ticket ID: 21
Department: General
Type: Issue
Status: Open
Priority: Normal

Support Center: http://kayakotest.com/index.php?


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[otrs] [#8]: Re: Welcome to Test Support Center

Steven Carr,

Thank you for contacting us. This is an automated response confirming the receipt of your ticket. One of our agents will get back to you as soon as possible. For your records, the details of the ticket are listed below. When replying, please make sure that the ticket ID is kept in the subject line to ensure that your replies are tracked appropriately.

Ticket ID: 8
Subject: Re: [otrs] Welcome to Test Support Center
Department: General
Type: Issue
Status: Open
Priority: Normal

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[otrs] [#13]: Re: javascript in articles: a security threat?

User questions and discussions about OTRS.,

Thank you for contacting us. This is an automated response confirming the receipt of your ticket. One of our agents will get back to you as soon as possible. For your records, the details of the ticket are listed below. When replying, please make sure that the ticket ID is kept in the subject line to ensure that your replies are tracked appropriately.

Ticket ID: 13
Subject: Re: [otrs] _javascript_ in articles: a security threat?
Department: General
Type: Issue
Status: Open
Priority: Normal

You can check the status of or reply to this ticket online at: http://kayakotest.com/index.php?/Tickets/Ticket/View/13

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[otrs] [#13]: Re: javascript in articles: a security threat?

Hi Daniel,

I subscribe to the OTRS user list, and your OTRS server is unfortunately set up to read all mails sent from OTRS to your personal email account, create a ticket, and respond to the sender. In effect every new mail sent to the OTRS list will create a new ticket in your OTRS, to which you then respond. Could you please check your test system and correct this behavior? You need to be very careful which mail account you retrieve mails from in OTRS and how you auto-respond.

Regards

Rudolf Bargholz
Online Travel Services AG / Jenatschstrasse 1 / 8002 Zürich / Schweiz
Mail: bargh...@onlinetravel.chmailto:bargh...@onlinetravel.ch / Tel.: +41 (44) 2046006 / Fax: +41 (44) 2046009

Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Daniel Perez
Gesendet: Mittwoch, 4. Januar 2012 14:40
An: otrs@otrs.org
Betreff: [otrs] [#13]: Re: _javascript_ in articles: a security threat?

User questions and discussions about OTRS.,

Thank you for contacting us. This is an automated response confirming the receipt of your ticket. One of our agents will get back to you as soon as possible. For your records, the details of the ticket are listed below. When replying, please make sure that the ticket ID is kept in the subject line to ensure that your replies are tracked appropriately.

Ticket ID: 13
Subject: Re: [otrs] _javascript_ in articles: a security threat?
Department: General
Type: Issue
Status: Open
Priority: Normal

You can check the status of or reply to this ticket online at: http://kayakotest.com/index.php?/Tickets/Ticket/View/13

Kind regards,

Test

Ticket History
User questions and discussions about OTRS. (Client) Posted On: 04 June 2012 12:32 PM

Hi Juan,

agents could in fact place malicious code. However, since OTRS 3.1, OTRS
checks in all places with write access for the so-called ChallengeToken
that is unique to the user's session. Only if you have that information,
you can make changes to the system.

Regards, mg

Am 04.06.12 13:43, schrieb Juan Manuel Clavero Almirón:

Thanks mg

So it just leaves us with the code our agents may leave in an article.
Can this be a security thread?

* *

*Kind regards**,*

*Juan Clavero*

*De:*Martin Gruner [mailto:martin.gru...@otrs.com]
*Enviado el:* lunes, 04 de junio de 2012 10:04
*Para:* User questions and discussions about OTRS.
*Asunto:* Re: [otrs] _javascript_ in articles: a security threat?

Hi Juan,

customer articles are displayed differently in OTRS, inline content is
not shown by default.

Regards, mg

Am 31.05.12 16:50, schrieb Juan Manuel Clavero Almirón:

Hi all,

I just discovered an agent adding a note to a ticket. the only text in
the note was: . when you open the
ticket, the _javascript_ code executes and you get the Hi alert.

I'm not much of a webadmin, I'm more a developer, I'm not that much
into web-server security.

I'd like to know if you think this could be a security risk. Take in
mind that we are creating tickets from emails, and that this tickets
will be html if the email's mime type was text/html.

* *

*Kind regards,*

*Juan Clavero*

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Ticket Details

Ticket ID: 13
Department: General
Type

[otrs] [#18]: Re: Example of Ticket::CustomModule###001-CustomModule Usage

User questions and discussions about OTRS.,

Thank you for contacting us. This is an automated response confirming the receipt of your ticket. One of our agents will get back to you as soon as possible. For your records, the details of the ticket are listed below. When replying, please make sure that the ticket ID is kept in the subject line to ensure that your replies are tracked appropriately.

Ticket ID: 18
Subject: Re: [otrs] Example of Ticket::CustomModule###001-CustomModule Usage
Department: General
Type: Issue
Status: Open
Priority: Normal

You can check the status of or reply to this ticket online at: http://kayakotest.com/index.php?/Tickets/Ticket/View/18

Kind regards,

Test

Support Center: http://kayakotest.com/index.php?


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Re: [otrs-de] Postmaster Filter bei 35 Key Usern (dob)

2012-05-22 Thread Obee, Daniel

Hi,

leider bietet OTRS out of the box keine Möglichkeit, Kundendaten in 
Postmasterfiltern auszuwerten, da die Kundenzuordnung erst nach der 
Ticketerstellung stattfindet. Damit verschenkt OTRS ein wichtiges Werkzeug, um 
Mails  zu sortieren.

Bei uns parst ein kleines Script im Maileingang die Absender-Adresse aus der 
Mail, checkt gegen die Datenbank und schreibt bestimmte Werte in  X-OTRS-Header.
Der Kundenwert (VIP-Status) ist in der Kundendatenbank hinterlegt und wird via 
X-OTRS Header in ein Freitextfeld geschrieben. So haben wir flexibel die 
Möglichkeit über PostmasterFilter das Deployment zu machen.

Skript ist im Anhang - allerdings absolut ohne Gewähr.

Gruß
Daniel


--

Message: 1
Date: Tue, 22 May 2012 08:32:26 +0200
From: David Heidt newsrea...@heidt.biz
Subject: Re: [otrs-de] Postmaster Filter bei 35 Key Usern
To: User questions and discussions about OTRS.org in German
otrs-de@otrs.org
Message-ID: 4fbb32fa.5050...@heidt.biz
Content-Type: text/plain; charset=iso-8859-1; Format=flowed

Moin,

ich filtere größere und vor allem scriptfähige Sachen immer mit maildrop. Dazu 
braucht das System jedoch einen Linux SMTP, der Mails empfangen und an den OTRS 
Benutzer zustellen kann, also kein POP3/IMAP fetch.

Beispieldateien (.mailfilter.dist .procmailrc.dist) findest Du im root-Ordner 
der OTRS Installation. Aber Achtung: bei Syntaxfehlern knallt diese Methode 
ohne Fehlermeldung.

Gruß,

David


Am 18.05.12 15:15, schrieb Christian Kreis:
 Servus,
 wie habt ihr das denn gelöst? Wir bieten Support für externe Firmen 
 an, die uns Key-User Listen schicken, wer berechtigt ist einen Call zu 
 eröffnen. Damit wirklich auch nur die E-Mails von Kunden reinkommen, 
 die berechtigt sind nutzen wir den Postmaster-Filter. jetzt hat mir 
 ein Kunde eine Liste mit 35 Key-Usern geschickt. Da man über den 
 Postmaster-Filter sehr eingeschränkt ist, ich hab jetzt 9 Filter 
 erstellt um alle Kunden abdecken zu können. Was für Möglichkeiten hab 
 ich das zu ändern? Kann man evtl das Feld größer machen? Also dass man 
 mehr Zeichen eingeben kann?
 Bin für jeden Vorschlag dankbar. Weil wenn noch mehr solche Kunden 
 kommen wirds unübersichtlich. Oder ist es jetzt schon, wenn die 
 nämlich sagen, dass dder ein oder andere kein Ticket mehr eröffnen 
 kann, dann kann die Suche ein wenig dauern bis ich den gefunden hab.
 Gruß
 Chris


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-- nächster Teil -- Ein Dateianhang mit HTML-Daten 
wurde abgetrennt...
URL: 
http://lists.otrs.org/pipermail/otrs-de/attachments/20120522/d3674319/attachment-0001.html

--

Message: 2
Date: Tue, 22 May 2012 06:39:41 +
From: jan.dre...@bertelsmann.de
Subject: Re: [otrs-de] Postmaster Filter bei 35 Key Usern
To: otrs-de@otrs.org
Message-ID:
7b276b6110165d4b936f4f11dba1210610665...@gtlbmlxen0005.bagmail.net
Content-Type: text/plain; charset=iso-8859-1

Hallo,
 
man kann die Mails natürlich auch systemseitig (- fetchmail) per POP/IMAP 
abholen. Das ist nun aber eher kein OTRS-Thema mehr .
 
Gruß
Jan Dreyer
IT Administrator / Operations Team / M-IT OMS
 
Von: otrs-de-boun...@otrs.org [mailto:otrs-de-boun...@otrs.org] Im Auftrag von 
David Heidt
Gesendet: Dienstag, 22. Mai 2012 08:32
An: User questions and discussions about OTRS.org in German
Betreff: Re: [otrs-de] Postmaster Filter bei 35 Key Usern
 
Moin,

ich filtere größere und vor allem scriptfähige Sachen immer mit maildrop.
Dazu braucht das System jedoch einen Linux SMTP, der Mails empfangen und an den 
OTRS Benutzer zustellen kann, also kein POP3/IMAP fetch.

Beispieldateien (.mailfilter.dist .procmailrc.dist) findest Du im root-Ordner 
der OTRS Installation. Aber Achtung: bei Syntaxfehlern knallt diese Methode 
ohne Fehlermeldung.

Gruß,

David


Am 18.05.12 15:15, schrieb Christian Kreis: 
Servus, 
 
wie habt ihr das denn gelöst? Wir bieten Support für externe Firmen an, die uns 
Key-User Listen schicken, wer berechtigt ist einen Call zu eröffnen.
Damit wirklich auch nur die E-Mails von Kunden reinkommen, die berechtigt sind 
nutzen wir den Postmaster-Filter. jetzt hat mir ein Kunde eine Liste mit 35 
Key-Usern geschickt. Da man über den Postmaster-Filter sehr eingeschränkt ist, 
ich hab jetzt 9 Filter erstellt um alle Kunden abdecken zu können. Was für 
Möglichkeiten hab ich das zu ändern? Kann man evtl das Feld größer machen? Also 
dass man mehr Zeichen eingeben kann?
 
Bin für jeden Vorschlag dankbar. Weil wenn noch mehr solche Kunden kommen wirds 
unübersichtlich. Oder ist es jetzt schon, wenn die nämlich sagen, dass dder ein 
oder andere kein Ticket mehr eröffnen kann, dann kann die Suche ein wenig 
dauern bis ich den gefunden hab.
 
Gruß
Chris

Re: [otrs] Android App

2012-02-06 Thread Luis Daniel Lucio Quiroz

Le 2 novembre 2011 20:37, Wagner wagner...@gmail.com a écrit :
 Great app,

 Just to give you some feedback:

 if I don't have the iphone handle package installed in otrs, it crashs when
 opening the dashboard, maybe you could add an exception and let the user
 knows that this package is necessary.

 Another thing is that the password field is not hiding the characters in the
 motorola atrix, don't know why it doesn't work in atrix, but I tested in
 another phone and works fine

 Are you planning to share the source code?

 Thanks for the great job

 Em 28/10/2011 05:56, Oliver Methfessel [MC]
 li...@methfessel-computers.de escreveu:

 Hi Pavel,

 great work.

 What I'm missing (but i think you've already planned):
 - Searching for Customernr / Ticketnr
 - Choosing the next state of the Ticket in Notice, closed, Reply-View

 And I'm havin problems with german Umlaute on HTC Desire Z with
 Android 2.3.

 Greetings

 Oliver

 Am 24.10.2011 19:09, schrieb Pavel Titov:
  Hello,
 
  I have noticed a number of requests for an OTRS Android app in the
  list and decided to develop one, please check it out:
  https://market.android.com/details?id=com.ptitov.megaticket
 
  It's still in beta, but should work stable and has all essential
  functionality, namely:
  * Dashboard
  * Notifications of new assigned tickets
  * OTRS views: queue, status, escalation, locked, watched, responsible
  * All essential ticket operations: displaying, creating, responding,
  leaving note, moving and closing.
 
  I tried to test it on all devices and servers I have access to, but
  there still may be some bugs, so please don't hesitate to contact me
  if you have a bug report or feature request.
 
  Regards,
  Pavel Titov
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 Oliver Methfessel


 Methfessel Computers
 Hauptsitz: Zieglerstr. 25a, 65191 Wiesbaden
 Kundenbüro: Kloppenheimer Weg 11, 65191 Wiesbaden
 Geschäftsführender Inhaber: Oliver Methfessel
 http://www.methfessel-computers.de


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Pavel,
Great work!

Little question? Is your app ready for 3.1?
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[otrs] OTRS+ProcessMaker

2011-10-04 Thread Luis Daniel Lucio Quiroz

Has any of you done this integration?


Where i can see api so we can figure it out how to do it.  Problem is 
ProcessMaker is PHP so mixing langages is not too easy.

THanks

LD
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[otrs-de] eMails als Text senden anstatt als HTML

2011-10-02 Thread Daniel

Hallo,

ist  vielleicht  eine  doofe  Frage,  aber  wo kann ich einstellen das
eMails als Text-Mails versandt werden sollen uns nicht als HTML-Mail.

Desweiteren  suche  ich  noch  die Möglichkeit dem Agent eine eMail zu
senden  wenn  ein  neues  Ticket da ist bzw auf ein Ticket geantwortet
wurde. Ich glaube ich seh den Wald vor Bäumchen nicht mehr ;)


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Re: [otrs-de] eMails als Text senden anstatt als HTML

2011-10-02 Thread Daniel

Guten Tag, Patrick Westenberg,
 Daniel schrieb:

 Desweiteren  suche  ich  noch  die Möglichkeit dem Agent eine eMail zu
 senden  wenn  ein  neues  Ticket da ist bzw auf ein Ticket geantwortet
 wurde. Ich glaube ich seh den Wald vor Bäumchen nicht mehr ;)

 Das muss jeder für sich in seinen Einstellungen (klick auf den Namen 
 oben rechts) einstellen: Mitteilung bei neuem Ticket und 
 Benachrichtigung über Folgeaktionen.

Da  steht  ja  eben  überall  Ja  Das  kann  man ja schon beim Agent
anlegen einstellen. eMails kommen aber trotzdem keine :-(
Deswegen bin ich ja eben so irritiert :-(


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Re: [otrs] Source for Iphone Application

2011-09-07 Thread Luis Daniel Lucio Quiroz

Any news about the Android App?

I'm not an android developer, but i wonder to help you testing on portable.

2010/8/12 Mauricio Tavares raubvo...@gmail.com

 On Thu, Aug 12, 2010 at 9:52 AM, Martin Edenhofer mar...@otrs.org wrote:
  Hi Erling,
 
  I want to offer you support for the server site (do you have docu what
 you
  want to have?).
 
  I see, there are more people interested.
 
  Should we start a public project group?Who wants to join?
 
   I'm game!

  -Martin
 
  (OTRS.org founder)
 
  On Aug 12, 2010, at 10:21, Erling Lothe e...@adell.no wrote:
 
  Hey again,
 
  I have been working on an Android app the last two weeks. Currently it
  just reads tickets, you have the possibility to assign tickets and add
  them to your phones calendar.
  The problem is that most of the time I struggle on the server side to
 get
  data in and out of otrs. On the server side I have some PHP returning
 JSON
  to the phone.
 
  Therefor if I could get some documentation on how the JSON requests to
 and
  from the iphone-handler is it would really make my work easier.
  Since I already use JSON queries it would be easy to rewrite the few
 lines
  of code to use the iphone-handler instead.
 
  Vennlig hilsen - Best regards - Saludos Cordiales
 
  Erling Lothe
  IT Consultant
  Adell Group AS
 
  Phone: +47 52003565 / +47 91831658
  Email: e...@adell.no
 
  -Original Message-
  From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
  Jos Vos
  Sent: 11. august 2010 17:04
  To: User questions and discussions about OTRS.
  Subject: Re: [otrs] Source for Iphone Application
 
  Hi,
 
  On Wed, Aug 11, 2010 at 04:27:03PM +0200, Michiel Beijen wrote:
 
  The iPhone app is not written in Perl, as that is not supported on the
  iPhone. The iPhone app sends JSON queries to the OTRS iPhone handle,
  which is server-side, and is written in Perl just as the rest of the
  OTRS platform.
 
  I'm not involved with the iPhone app, but I do know there is a reason
  that the iPhone source code is NOT AGPL licensed, and not publicly
  available. All our source code is AGPL licensed, and available,
  including the iPhone handle that should be installed server-side,
  except for the iPhone app. I'll see if I can get more explanation for
  you.
 
  What are the plans for an Android version?
 
  Android or (or otherwise will be soon) more popular in the open
  community than the closed iPhone.
 
  Thanks,
 
  --
  --Jos Vos j...@xos.nl
  --X/OS Experts in Open Systems BV   |   Phone: +31 20 6938364
  --Amsterdam, The Netherlands| Fax: +31 20 6948204
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[otrs-de] Datum in der Ticket-History falsch

2011-09-06 Thread Obee, Daniel

Hi alle,

wir haben ein seltsames Phänomen. In einer frisch installierten 3.0.10 ohne 
viel weiteren Schnickschnack scheinen die timestamps nicht sauber ermittelt zu 
werden und stehen nachher auch nicht in der richtigen Reihenfolge.

Derzeit sieht es so aus, als würde der timestamp zwischen zwei Daten springen:

[cid:image001.png@01CC6CAF.7CBC65E0]
Hat jemand ne Idee, was da los sein könnte?

Gruß
Daniel


_

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Teamleiter Kooperationen
Telefon: +49 (30) 233 22 - 847
Telefax: +49 (30) 233 22 - 899
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Vorsitzender des Aufsichtsrates: Dr. Jochen Gutbrod
Sitz der Gesellschaft: Berlin, Handelsregister Berlin, HRB 118291

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[otrs-de] iPhone/iPad app

2011-08-05 Thread Daniel

Hey,

nutzt  ihr  das iPhone/iPad App? würde gerne mal wissen ob es wirklich
brauchbar ist bevor ich mir ein iPad zulege ;)

Grüsse


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[otrs-de] OTRS3 für Debian

2011-07-09 Thread Daniel

Hey ihr,

gibt  es ein HowTo für die installation unter debian oder besser noch,
gibt es fertige .deb paket zum installieren?


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[otrs] itsm access level

2011-03-30 Thread Luis Daniel Lucio Quiroz

helo,

just wondering if theres a way to control access in itsm 3.  I mean that some 
agents can see some CI's and other agents other CI's.

Thanks in advance,

LD
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[otrs-de] 2. Berliner OTRS Stammtisch

2011-03-11 Thread Obee, Daniel

Hi alle,

nachdem der letzte Berliner OTRS Stammtisch im Februar ein wirklich tolles 
Treffen war, werden wir am Freitag, den 15. April eine Wiederauflage starten.

Einzelheiten und die Möglichkeit einer Voranmeldung gibt es bei Xing unter 
https://www.xing.com/events/2-berliner-otrs-stammtisch-734366 oder im OTRS 
Forum unter http://forums.otrs.org/viewtopic.php?f=34t=8635

Hier der offizielle Einladungstext:

OTRS als Ticketsystem im internen und externen Support erfreut sich wachsender 
Beliebtheit. Die günstigen Anschaffungskosten, die große Flexibilität und die 
Erweiterbarkeit sind dabei wichtige Argumente, nicht nur bei StartUp 
Unternehmen.

Ziel des Berliner OTRS Stammtisches ist es, langfristig ein Forum für Anwender, 
Entwickler und Anbieter aufzubauen, und diesen einen Austausch über Erfahrungen 
und Best Practices zu ermöglichen. Gleichzeitig soll der Anschluss an die OTRS 
Community gesucht und gefördert werden, um eine bessere Vernetzung zu 
gewährleisten.

Es wird bewusst ein informeller Rahmen vorgezogen, um den Einstieg zu 
erleichtern und die Kommunikation zu fördern. Pro Treffen sollen daher maximal 
zwei bis drei feste Programmpunkte festgelegt sein.

Um auch Interessenten von außerhalb die Chance zur Teilnahme zu geben, wird das 
Event dieses Mal an einem Freitag stattfinden. Der Veranstaltungsort wird noch 
bekanntgegeben, es wird aber wie beim letzten Mal auf günstige Anbindung 
geachtet.

Viele Grüße

Daniel

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OCB OTRS Community Board

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Re: [otrs] Survey Module - Not Sending Survey

2011-03-07 Thread Daniel Zamorano

Sure,

The UPGRADE file which comes with every otrs installation in the otrs
root folder. in your case you just need to update the application
without change your database structure.

greetings,

((enjoy))

Daniel Zamorano
Research  Development


On 03/07/2011 04:25 PM, Parag Bhalerao wrote:

 Hello,

  

 Is there a document that talks about upgrade procedure without losing
 any data?

  

 GoodWills

  

 *Parag Bhalerao*

 * *

 *From:*otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf
 Of *Daniel Zamorano
 *Sent:* Thursday, February 24, 2011 4:38 PM
 *To:* User questions and discussions about OTRS.
 *Subject:* Re: [otrs] Survey Module - Not Sending Survey

  

 Hi Parag Bhalerao,

 As Nils said this is an error already detected and if you follow the
 link to the bug that he posted, there says that this is triggered
 because an error on OTRS framework versions 3.0.3 / 3.0.4, so you need
 to update your OTRS framework to version 3.0.5 or higher.

 http://bugs.otrs.org/show_bug.cgi?id=6850

 best regards,

 ((enjoy))
  
 Daniel Zamorano
 Research  Development


 On 02/24/2011 10:00 AM, Parag Bhalerao wrote:

 Hello,

  

 I installed new survey module Survey-1.2.93.opm released a couple of
 days ago. I still can't create questions with type Radio or Checkbox.

  

 GoodWills

  

 *Parag Bhalerao*

 *From:*otrs-boun...@otrs.org mailto:otrs-boun...@otrs.org
 [mailto:otrs-boun...@otrs.org] *On Behalf Of *Nils Leideck
 *Sent:* Wednesday, February 16, 2011 9:31 AM
 *To:* User questions and discussions about OTRS.
 *Subject:* Re: [otrs] Survey Module - Not Sending Survey

  

 Dear Parag,

  

 this is another bug in the BETA version:

  

 http://bugs.otrs.org/show_bug.cgi?id=6850

  

 Cheers, Nils

  

  

 On 15.02.2011, at 19:21, Parag Bhalerao wrote:




 I installed new survey module 1.2.92 and I am getting proper link in
 the survey email. However I am not able to add questions in the
 survey. I can add questions with type YesNo and Textarea. If I add
 Radio or Checkbox type questions, the status shows Incomplete. If I
 click on the question, it shows me area to add possible answers, but
 when I add answers and click on Add or Save or Go Back, nothing
 happens. Those possible answers don't get added to the question. Am I
 missing anything?

  

 --- 
 Nils Leideck
 Senior Consultant


 http://webint.cryptonode.de / a Fractal project

  

  
  
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Re: [otrs] Survey Module - Not Sending Survey

2011-02-24 Thread Daniel Zamorano

Hi Parag Bhalerao,

As Nils said this is an error already detected and if you follow the
link to the bug that he posted, there says that this is triggered
because an error on OTRS framework versions 3.0.3 / 3.0.4, so you need
to update your OTRS framework to version 3.0.5 or higher.

http://bugs.otrs.org/show_bug.cgi?id=6850

best regards,

((enjoy))

Daniel Zamorano
Research  Development


On 02/24/2011 10:00 AM, Parag Bhalerao wrote:

 Hello,

  

 I installed new survey module Survey-1.2.93.opm released a couple of
 days ago. I still can't create questions with type Radio or Checkbox.

  

 GoodWills

  

 *Parag Bhalerao*

 *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On
 Behalf Of *Nils Leideck
 *Sent:* Wednesday, February 16, 2011 9:31 AM
 *To:* User questions and discussions about OTRS.
 *Subject:* Re: [otrs] Survey Module - Not Sending Survey

  

 Dear Parag,

  

 this is another bug in the BETA version:

  

 http://bugs.otrs.org/show_bug.cgi?id=6850

  

 Cheers, Nils

  

  

 On 15.02.2011, at 19:21, Parag Bhalerao wrote:



 I installed new survey module 1.2.92 and I am getting proper link in
 the survey email. However I am not able to add questions in the
 survey. I can add questions with type YesNo and Textarea. If I add
 Radio or Checkbox type questions, the status shows Incomplete. If I
 click on the question, it shows me area to add possible answers, but
 when I add answers and click on Add or Save or Go Back, nothing
 happens. Those possible answers don't get added to the question. Am I
 missing anything?

  

 --- 
 Nils Leideck
 Senior Consultant


 http://webint.cryptonode.de / a Fractal project

  


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[otrs] Error on login

2011-02-21 Thread Daniel González Díaz


Hi,

We are using OTRS 2.4 with ITSM 2.0 on Suse Enterprise Server 10 Service
Pack 3.
Every night we run a backup script that shuts down OTRS and start it back.

Today we have found following error when trying to log in OTRS:
Got no TicketObject! at
../..//Kernel/Output/HTML/NavBarModuleAdmin.pm line 29.

I can't find any useful log relating to this error. What does this error
relate to? Where should I start looking for solution?

Thanks in advance,

--
Daniel González Díaz
Arquitectura y Plataformas
Unidad de Consultoría Tecnológica
Indra Sistemas


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[otrs] ITSM report with hardware linked

2011-02-08 Thread Luis Daniel Lucio Quiroz

Helow

We are using otrs 2.7

i was wondering if there is a way to make available in reports the serial 
number of hardare asociated. 

I will explain it more carefully.  In a ticket, we have linked it with a 
hardware.  We wonder in the ticket reports if it is possible to add Serial 
Numbers of hardware attached to that ticket.

Regards,

LD
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Re: [otrs] OTRS backups

2011-02-03 Thread Navarro, Daniel

Thanks for the info Michiel. That is very helpful.

Daniel

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Michiel 
Beijen
Sent: Thursday, February 03, 2011 1:38 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] OTRS backups

We have customers with a wide variety of database sizes; and of course it 
really depends on the amount of attachments you store. If you store lots of 
attachments you can also save them outside of the database if you wish. And you 
should not necessarily start with that, you can do that later on as well.

I've seen one customer with 500,000 tickets and 18 GB database size; that's 
36kB per ticket on average.
And I've seen one customer with 1,500 tickets and 5GB database size; that's  
3MB per ticket on average! So it depends very much on the way you use OTRS.

And of course if you have a large CMDB or knowledge base, you should take that 
into account as well.
--
Mike
On Thu, Feb 3, 2011 at 1:52 AM, Gerald Young 
cryth...@gmail.commailto:cryth...@gmail.com wrote:
I'm sure it depends on attachments. Text only probably won't grow fast, but 
thousands of tickets with 1MB attachments...
On Wed, Feb 2, 2011 at 7:29 PM, Navarro, Daniel 
daniel.nava...@gtech.commailto:daniel.nava...@gtech.com wrote:
Anyone doing OTRS backups have any estimates about how big they get (obviously 
depending on usage)? We will be doing the OTRS backup script that comes with 
the installation package and shipping the dumps to our Backup Data Center 
location. I've just installed it and done my first backup. Obviously it's not 
that big but I'm wondering how big it might be a year or two from now.

Thanks,
Daniel

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[otrs] OTRS backups

2011-02-02 Thread Navarro, Daniel

Anyone doing OTRS backups have any estimates about how big they get (obviously 
depending on usage)? We will be doing the OTRS backup script that comes with 
the installation package and shipping the dumps to our Backup Data Center 
location. I've just installed it and done my first backup. Obviously it's not 
that big but I'm wondering how big it might be a year or two from now.

Thanks,
Daniel


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Re: [otrs] associate customer to company?

I have CustomerID but according to the admin manual that is the identifier 
for the individual customer (the human being calling in the problem) and every 
customer needs a unique CustomerID so they therefore recommend using the 
person's e-mail address in this field.

Figure 5.14. Adding a customer.
The customer can access to the system by providing his username and password. 
The CustomerID is
needed by the system to identify the user and his tickets. Since the email 
address is a unique value, it can
be used as ID.


Thanks,
Daniel



From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Marco 
Vannini
Sent: Tuesday, January 25, 2011 6:06 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] associate customer to company?

Really you don't have CustomerID in customer account creation ? Is
CustomerGroupSupport in sysconfig enabled ?



On Tue, Jan 25, 2011 at 8:48 AM, Navarro, Daniel 
daniel.nava...@gtech.commailto:daniel.nava...@gtech.com wrote:
I am using OTRS 3.0.4. Is there a way to associate a customer to a company? I 
found a thread saying that if you first create the company that you should then 
find a field called Company ID in the Add Customer screen, but I do not see 
such a field.

Thanks,
Daniel


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Re: [otrs] Anyone know how to make a field mandatory?

Thanks Gerald. I really appreciate the help.

I've looked at /opt/otrs/Kernel/Config/Defaults.pm and I see the line you 
suggested I change:

[ 'UserPhone','Phone',   'phone',1, 1, 'var', '', 0 ],

Am I correct in my understanding that I am supposed to cut a chunk out of the 
Defaults.pm file and put it into the /opt/otrs/Kernel/Config.pm file which 
currently does not have any of this info? That is what I'm assuming I need to 
do but I can't quite figure out what lines I should start and stop the cut and 
paste.

I notice your snippet starts with

$Self-{CustomerUser} = {

Which is not currently in my Config.pm file so I'm assuming that is the first 
line I should enter into Config.pm somewhere between Start your custom configs 
here!!! and End your custom configs here!!!

Am I on the right track here? I pasted a section that I thought would work from 
Defaults.pm into Config.pm and then my OTRS web page stopped working. Then I 
tried to stop and restart Apache and it failed to start. I guess I should 
revert the change back. Does it matter if I left a backup copy of Config.pm in 
the same directory? It is named ConfigDOTpm.ORIGINAL and it is owned by root.

I entered the text starting with $Self-{CustomerUser} = {


#  #
# data inserted by installer   #
#  #
# $DIBI$
$Self-{'DefaultCharset'} = 'utf-8';

$Self-{CustomerUser} = {   
   --This is the first line I entered

Map = [

# note: Login, Email and CustomerID needed!
# var, frontend, storage, shown (1=always,2=lite), required, 
storage-type, http-link, readonly, http-link-target
[ 'UserTitle',  'Title',  'title',  1, 0, 'var', '', 0 
],
[ 'UserFirstname',  'Firstname',  'first_name', 1, 1, 'var', '', 0 
],
[ 'UserLastname',   'Lastname',   'last_name',  1, 1, 'var', '', 0 
],
[ 'UserLogin',  'Username',   'login',  1, 1, 'var', '', 0 
],
[ 'UserPassword',   'Password',   'pw', 0, 0, 'var', '', 0 
],
[ 'UserEmail',  'Email',  'email',  1, 1, 'var', '', 0 
],

#[ 'UserEmail',  'Email', 'email',   1, 1, 'var', 
'$Env{CGIHandle}?Action=AgentTicketComposeResponseID=1TicketID=$Data{TicketID}ArticleID=$Data{ArticleID}',
 0 ],
[ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var', '', 0 
],

#[ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var', 
'', 0 ],
[ 'UserPhone','Phone',   'phone',1, 1, 'var', 
'', 0 ],-- this is where I changed the mandatory flag as you 
suggested
[ 'UserFax',  'Fax', 'fax',  1, 0, 'var', 
'', 0 ],
[ 'UserMobile',   'Mobile',  'mobile',   1, 0, 'var', 
'', 0 ],
[ 'UserStreet',   'Street',  'street',   1, 0, 'var', 
'', 0 ],
[ 'UserZip',  'Zip', 'zip',  1, 0, 'var', 
'', 0 ],
[ 'UserCity', 'City','city', 1, 0, 'var', 
'', 0 ],
[ 'UserCountry',  'Country', 'country',  1, 0, 'var', 
'', 0 ],
[ 'UserComment',  'Comment', 'comments', 1, 0, 'var', 
'', 0 ],
[ 'ValidID',  'Valid',   'valid_id', 0, 1, 'int', 
'', 0 ],
],  
   -- This is the 
last line I entered

#  #
#  #
#  #
#   End of your own config options!!!  #
#  #
#  #
#  #


Thanks for the help.

Daniel



From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gerald 
Young
Sent: Tuesday, January 25, 2011 10:10 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Anyone know how to make a field mandatory?

Set the required bit to 1 in the Config.pm CustomerUser Map:

$Self-{CustomerUser} = {
#
#... other content from Defaults.pm was not pasted in this post ... you still 
need to copy them #
#
Map = [
# note: Login, Email and CustomerID needed!
# var, frontend, storage, shown (1=always,2=lite), required, 
storage

Re: [otrs] associate customer to company?

Thanks for the responses guys. I guess I was thrown off by the documentation 
suggesting that I use the human's e-mail address since it is unique. I 
mistakenly made the leap that this means it has to be a unique field...but it 
sounds like it doesn't have to be.

So I guess what I should do is create a company and name it Company X and 
then create a customer named Bob (a user/human) and set Bob's CustomerID to 
CompanyX. This is what you are suggesting correct?

Thanks for the help.

Daniel



From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Marco 
Vannini
Sent: Tuesday, January 25, 2011 10:50 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] associate customer to company?

I probably have some problem to understand, but I'm using different kind of 
configuration, and all are working, where some client ( because are 
internal...) would like to have a single account used by a group and some 
client like to have personal account.

For the first type I had to manage problems related at the fact that I cannot/I 
don't have a distribution list with the names of the member of the group, 
managed by using local /etc/aliases

The second one want to see its ticket but would like to see collegue tickets as 
well (company ticket). This is managed creating a customer company having an ID 
(customerID) and then associating this ID in customerID at the customer_user 
profile.

Incoming mail, are filtered and are associated with che correct 
X-OTRS-CustomerNo (customerID) and the corresponding X...Queue and so on...

Is the second situation that Daniel is not able to recreate ?



On Tue, Jan 25, 2011 at 2:36 PM, Gerald Young 
cryth...@gmail.commailto:cryth...@gmail.com wrote:
Before we get too far, the naming scheme is a mess, too.
PostMaster Filter can ask for X-OTRS-CustomerUser (username/login) and 
X-OTRS-CustomerNo (CustomerID)
the ticket table stores BOTH customer_id (company) and customer_user_id (login).

I'm willing to accept any alternative points of view, and the documentation 
should win, but in this case, I have a few doubts. I'd hate it if I've been 
posting incorrect information, and will correct it if I'm wrong.

On Tue, Jan 25, 2011 at 8:28 AM, Gerald Young 
cryth...@gmail.commailto:cryth...@gmail.com wrote:
Nobody has yet corrected me on my multiple postings on the forums, including 
this one: http://forums.otrs.org/viewtopic.php?f=60t=7531 that seem to 
indicate that sharing a CustomerID is possible. Either I've been telling the 
wrong story or the implementation of Company Tickets is not optimal. I tend to 
vote for the latter.

In fact, the field name of the Company identifier in Customer Company *IS* 
CustomerID, which means it better be possible to share it. The username/login 
is unique, but the CustomerID doesn't have to be.

On Tue, Jan 25, 2011 at 7:19 AM, Navarro, Daniel 
daniel.nava...@gtech.commailto:daniel.nava...@gtech.com wrote:
I have CustomerID but according to the admin manual that is the identifier 
for the individual customer (the human being calling in the problem) and every 
customer needs a unique CustomerID so they therefore recommend using the 
person's e-mail address in this field.

Figure 5.14. Adding a customer.
The customer can access to the system by providing his username and password. 
The CustomerID is
needed by the system to identify the user and his tickets. Since the email 
address is a unique value, it can
be used as ID.


Thanks,
Daniel



From: otrs-boun...@otrs.orgmailto:otrs-boun...@otrs.org 
[mailto:otrs-boun...@otrs.orgmailto:otrs-boun...@otrs.org] On Behalf Of Marco 
Vannini
Sent: Tuesday, January 25, 2011 6:06 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] associate customer to company?

Really you don't have CustomerID in customer account creation ? Is
CustomerGroupSupport in sysconfig enabled ?



On Tue, Jan 25, 2011 at 8:48 AM, Navarro, Daniel 
daniel.nava...@gtech.commailto:daniel.nava...@gtech.com wrote:
I am using OTRS 3.0.4. Is there a way to associate a customer to a company? I 
found a thread saying that if you first create the company that you should then 
find a field called Company ID in the Add Customer screen, but I do not see 
such a field.

Thanks,
Daniel


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Re: [otrs] associate customer to company?

For my particular set up, I just found out we won't even be providing access 
for customers to log into the web server. We will basically use it to log calls 
that the customers phone into our Ops Center. I want to have a way when 
starting the ticket to choose the customer (which I notice that already works 
quite nicely) and then have the ticket be sure to capture that this ticket is 
from Company X or Company Y based on the customer's account info in the DB. 
This is why my original question was how do I tie customers to companies?

Gerald, if you don't recommend using the CustomerID field in the Add New 
Customer screen as a COMPANY NAME that also is already entered as a Company in 
my OTRS setup, how do you suggest I use the CustomerID field and how do you 
suggest I associate a customer (human) to a company?

I just read the thread you pointed out. It seems that you agree that IBM can 
be used for CustomerID in the Add New Customer screen. If I am not at all 
worried about customers from Company X seeing tickets from Company Y (because 
none of them will have web access anyways), does this seem like a good route to 
go?

Thanks again. You've been a huge help these past few days.

Daniel



From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gerald 
Young
Sent: Tuesday, January 25, 2011 12:23 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] associate customer to company?

Marco, yes, I agree with you. :) I don't know if it applies to the original 
request (associate customers with companies), but it does allow reducing queues 
for customers, potentially using the groups as companies. As I think about 
it, in 3.0, one may be able to send a Notification (Event) to an entire group, 
and as far as I can tell, this is the only specific way OTRS can send any 
correspondence to an entire customer company, if all the customers of a company 
are members of that group.
On Tue, Jan 25, 2011 at 10:03 AM, Marco Vannini 
marco.vann...@gmail.commailto:marco.vann...@gmail.com wrote:
indeed every installation and usage are to be evalueted... as usual, but, just 
to start, one has to understand the usage and feature that the tools offers and 
then plasm it at his organization/flow/needs

On Tue, Jan 25, 2011 at 3:54 PM, Gerald Young 
cryth...@gmail.commailto:cryth...@gmail.com wrote:
I don't really want to suggest that because of the reasons stated in the link I 
provided in the forums. (Briefly: customers of the same company may NOT need to 
know what other customers have submitted (the Company Tickets tab can give a 
customer that access for tickets that have the same customer_id (company) as 
the customer).

It is not possible for you to arrange customer-groups and manage different 
group for different queue  ?

This is another conf method, do you agree ?


But a department head/manager may very well need to see tickets submitted for 
his company (see customer_ids).

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Re: [otrs] Anyone know how to make a field mandatory?