[otrs] RE : Pulling CustomerIDs from a multi-valued LDAP attribute
Thanks Gerald.
In the case stated, other steps should be required as the attributes are DN. My
guess is the DNs should be searched to extract the CustomerKey attribute for
each, then setting the CSV from them.
Unfortunately it's beyond my Perl capabilities.
Could it be a good candidate for an enhancement request ?
Ionel
De : otrs-boun...@otrs.org [otrs-boun...@otrs.org] de la part de Gerald Young
[cryth...@gmail.com]
Date d'envoi : dimanche 24 février 2013 17:12
À : User questions and discussions about OTRS.
Objet : Re: [otrs] Pulling CustomerIDs from a multi-valued LDAP attribute
Oops. ok, not string, SCALAR.
On Sun, Feb 24, 2013 at 11:12 AM, Gerald Young
mailto:cryth...@gmail.com>> wrote:
for ldap returning different values for the same attribute? out of the box, no.
Ldap->search returns a string.
http://search.cpan.org/~marschap/perl-ldap-0.53/lib/Net/LDAP.pod
relevant code in CustomerUser/LDAP.pm
my %Users;
for my $entry ( $Result->all_entries() ) {
my $CustomerString = '';
for my $Field (@attrs) {
my $FieldValue = $entry->get_value($Field); # <==
http://search.cpan.org/~marschap/perl-ldap-0.53/lib/Net/LDAP/Entry.pod *
$FieldValue = defined $FieldValue ? $FieldValue : '';
$CustomerString .= $Self->_ConvertFrom($FieldValue) . ' ';
}
my $KeyValue = $entry->get_value( $Self->{CustomerKey} );
$KeyValue = defined $KeyValue ? $KeyValue : '';
$Users{ $Self->_ConvertFrom($KeyValue) } = $CustomerString;
}
* $FieldValue will be the first value for the $Field attribute
changing
my $FieldValue = $entry->get_value($Field);
to
my $FieldValue = $entry->get_value($Field, asref => 1);
makes it a reference to an array.
to deref
@{ $FieldValue };
to make it a CSV list:
$FieldValue = join( ',', @{ $FieldValue } );
http://www.perlmonks.org/?node_id=30279
At least, that's what I'd consider doing. Haven't tried it. Your results may
vary.
On Sun, Feb 24, 2013 at 9:40 AM, GARDAIS Ionel
mailto:ionel.gard...@beicip.com>> wrote:
Hi list,
According to the doc, CustomerIDs can be pulled from a LDAP customer backend if
the declared attribute contains a list of customer ids separated by commas.
(see
http://doc.otrs.org/3.2/en/html/external-backends.html#multi-customer-ids-ldap)
We use an ActiveDirectory as user repository an plan to use the
directReports/manager attributes.
That is, for a manager, asking for the directReports attribute return a list of
reporters.
Is it possible to set the LDAP attribute to an attribute that returns multiple
values ?
I guess if not, I should try to adapt Kernel/System/CustomerUser/LDAP.pm for
that purpose by myself ?
Thanks for your feedback,
Ionel
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[otrs] Pulling CustomerIDs from a multi-valued LDAP attribute
Hi list, According to the doc, CustomerIDs can be pulled from a LDAP customer backend if the declared attribute contains a list of customer ids separated by commas. (see http://doc.otrs.org/3.2/en/html/external-backends.html#multi-customer-ids-ldap) We use an ActiveDirectory as user repository an plan to use the directReports/manager attributes. That is, for a manager, asking for the directReports attribute return a list of reporters. Is it possible to set the LDAP attribute to an attribute that returns multiple values ? I guess if not, I should try to adapt Kernel/System/CustomerUser/LDAP.pm for that purpose by myself ? Thanks for your feedback, Ionel -- This message and any attachments (the message) are confidential and intended solely for the addressees. Any unauthorised use, dissemination or reproduction is strictly prohibited. The sender does not accept liability for any errors or omissions in the contents of this message arising as a result of e-mail transmission. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Notify sender when empty subject received
Hi list, I'd like to notify and drop any new mail received from a client when there is no subject in his mail. What kind of configuration should I use ? I was thinking of a combination of : - a postmaster filter forcing a special queue 'rejected-queue' - an auto-response for this queue saying that there must be a subject on their mails. But I'm not sure it this will do the trick. Any clues ? Thanks, Ionel - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] OTRS ITSM : computers discovery
Hi list, We give a try to OCS Inventory to collect datas about the computers we manage. We ran into a few problems that led me to drop this tool … Then I discovered OTRS for ticket requests : stable, efficient, all good. I installed the ITSM package on a test system and was wondering if a plateform plugin exists to automatically register a computer and update its features into ITSM ? Thanks, Ionel - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] FAQ : reply with link instead of content
Hi, Within the FAQ module, when replying to a ticket, is it possible to add the FAQ link instead of a copy of the FAQ content ? If not, is it possible to declare a "header" before the FAQ content to state to the user that it has been copied from a FAQ article and that "he is highly encouraged to browse the FAQ for more informations" ? Thanks, Ionel - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] LDAP-to-group ?
Hi list, Is it possible to assign a different group to each LDAP customer source declared ? This way, mulitple LDAP source won't fit in the same global "users" group. Thanks, Ionel - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Bug in escalation stat ?
HI folks, After further testing, I confirm that the attached stat only shows count about the *currently* escalated tickets, and does not include the tickets that /have been/ escalated during the time frame. Is it a bug or am I missing something ? Thanks, Ionel escalade_2011-01-26_11-57.xml Description: XML document - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] iPhone app : can't assign next status when replying
Hi, I've setup the SOAP interface and the iPhone module. It works great but when replying to a ticket, I can't assign a next status. The field is preset with "open" and touching it displays "Warning, There are no options available for this field. Please contact your administrator for assistance". Any clues about that ? Thanks, Ionel - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Limit $QData{"Body"} in ResponseFormat
Hi list,
Is it possible to limit the size of the included body in the Agent
ResponseFormat ?
Maybe like $QData{"Body"}[40] ?
Thanks,
Ionel
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Re: [otrs] Statistic for first response time escalade
Hi folks, Sorry to bother again. I tried multiple combinations of X-axis, data series, filtered or not and I still can't get stats about the first-time-response-escalated tickets. Any clue to achieve this ? Thanks, Ionel Le 15 déc. 2010 à 14:55, GARDAIS Ionel a écrit : > Hi, > > I'm trying to generate a graph for tickets that has been escalated for first > response time. > I created a TicketAccumulation statistic, with the first response time > escalation as the X axis and the queue as the data source. > > Unfortunately, I only get a flat line, whereas I know that tickets has been > escalated in the chosen time-frame. > For instance, a ticket has been created on Dec-08. The queue where it lives > in had a first response time escalation set to 360 minutes. > The agents get an email after that time but the ticket is not shown in the > graph. > > > Does it only retrieve the "currently escalated" tickets or "all tickets that > has been escalated" ? > > My need is to get an history of all tickets that has been > first-time-response-escalated during the last X weeks. > > Thanks, > Ionel > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] state "Pending auto close"
Ticket is mark as closed after the delay so if you "pending close" on monday for 24h, it will be seen as "closed" on tuesday. Ionel Le 12 janv. 2011 à 14:18, Francisco Luis a écrit : > ah okas, thank you very much Ionel, and this influences the time counted? > > 2011/1/12 GARDAIS Ionel > Hi Francisco, > > "Pending auto close" sets a delay after which the ticket will be closed, if > the customer did not add new informations. > "Pending auto close -" and "Pending auto close +" are the same as "close > unsuccessful" and "close successful" respectivly : it allows to say "this > ticket is closed but the issue is not resolved". > > Ionel > > > Le 12 janv. 2011 à 13:57, Francisco Luis a écrit : > > > Hello, > > > > What is the function of the state "pending auto close"? and what is the > > difference between "pending auto close+" and "pending auto close-" > > - > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > Archive: http://lists.otrs.org/pipermail/otrs > > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] state "Pending auto close"
Hi Francisco, "Pending auto close" sets a delay after which the ticket will be closed, if the customer did not add new informations. "Pending auto close -" and "Pending auto close +" are the same as "close unsuccessful" and "close successful" respectivly : it allows to say "this ticket is closed but the issue is not resolved". Ionel Le 12 janv. 2011 à 13:57, Francisco Luis a écrit : > Hello, > > What is the function of the state "pending auto close"? and what is the > difference between "pending auto close+" and "pending auto close-" > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Statistic for first response time escalade
Hi, I'm trying to generate a graph for tickets that has been escalated for first response time. I created a TicketAccumulation statistic, with the first response time escalation as the X axis and the queue as the data source. Unfortunately, I only get a flat line, whereas I know that tickets has been escalated in the chosen time-frame. For instance, a ticket has been created on Dec-08. The queue where it lives in had a first response time escalation set to 360 minutes. The agents get an email after that time but the ticket is not shown in the graph. Does it only retrieve the "currently escalated" tickets or "all tickets that has been escalated" ? My need is to get an history of all tickets that has been first-time-response-escalated during the last X weeks. Thanks, Ionel - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] The browser you are using is too old. OTRS runs with a huge
Hi Erik, You should check that /opt/otrs/var/httpd/htdoc belongs to the user apache run on. There is a script /opt/otrs/bin/otrs.SetPermissions.pl with the correct parameters for --web-user and --web-group to help you. Ionel Le 23 nov. 2010 à 16:05, Erik van Ast a écrit : > Hi Michiel, > > Thank you for your reply! > Below I have copied our Apache error log if the last couple of minutes. The > errors were generated because I pressed F5 in my browser with the login > screen displayed. Seems like some permissions have not been set up correctly. > With which script can I set those settings right? And with what other script > can I recreate the files and folders in /opt/otrs/var/httpd? > > ERROR: OTRS-CGI-50 Perl: 5.10.0 OS: linux Time: Tue Nov 23 15:49:18 2010 > > Message: Can't create directory > '/opt/otrs/var/httpd/htdocs/skins/Agent/default/css-cache/': Permission denied > > Traceback (25179): > Module: Kernel::System::Loader::MinifyFiles (v1.16) Line: 127 > Module: Kernel::Output::HTML::LayoutLoader::_HandleCSSList (v1.35) Line: 595 > Module: Kernel::Output::HTML::LayoutLoader::LoaderCreateAgentCSSCalls > (v1.35) Line: 111 > Module: Kernel::Output::HTML::Layout::Login (v1.334) Line: 943 > Module: Kernel::System::Web::InterfaceAgent::Run (v1.57) Line: 603 > Module: > ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler > (unknown version) Line: 48 > Module: (eval) (v1.88) Line: 204 > Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 > Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 > Module: ModPerl::Registry::handler (v1.99) Line: 31 > > ERROR: OTRS-CGI-50 Perl: 5.10.0 OS: linux Time: Tue Nov 23 15:49:18 2010 > > Message: Can't create directory > '/opt/otrs/var/httpd/htdocs/skins/Agent/default/css-cache/': Permission denied > > Traceback (25179): > Module: Kernel::System::Loader::MinifyFiles (v1.16) Line: 127 > Module: Kernel::Output::HTML::LayoutLoader::_HandleCSSList (v1.35) Line: 595 > Module: Kernel::Output::HTML::LayoutLoader::LoaderCreateAgentCSSCalls > (v1.35) Line: 144 > Module: Kernel::Output::HTML::Layout::Login (v1.334) Line: 943 > Module: Kernel::System::Web::InterfaceAgent::Run (v1.57) Line: 603 > Module: > ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler > (unknown version) Line: 48 > Module: (eval) (v1.88) Line: 204 > Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 > Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 > Module: ModPerl::Registry::handler (v1.99) Line: 31 > > ERROR: OTRS-CGI-50 Perl: 5.10.0 OS: linux Time: Tue Nov 23 15:49:18 2010 > > Message: Can't create directory > '/opt/otrs/var/httpd/htdocs/skins/Agent/default/css-cache/': Permission denied > > Traceback (25179): > Module: Kernel::System::Loader::MinifyFiles (v1.16) Line: 127 > Module: Kernel::Output::HTML::LayoutLoader::_HandleCSSList (v1.35) Line: 595 > Module: Kernel::Output::HTML::LayoutLoader::LoaderCreateAgentCSSCalls > (v1.35) Line: 177 > Module: Kernel::Output::HTML::Layout::Login (v1.334) Line: 943 > Module: Kernel::System::Web::InterfaceAgent::Run (v1.57) Line: 603 > Module: > ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler > (unknown version) Line: 48 > Module: (eval) (v1.88) Line: 204 > Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 > Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 > Module: ModPerl::Registry::handler (v1.99) Line: 31 > > ERROR: OTRS-CGI-50 Perl: 5.10.0 OS: linux Time: Tue Nov 23 15:49:18 2010 > > Message: Can't create directory '/opt/otrs/var/httpd/htdocs/js/js-cache/': > Permission denied > > Traceback (25179): > Module: Kernel::System::Loader::MinifyFiles (v1.16) Line: 127 > Module: Kernel::Output::HTML::LayoutLoader::_HandleJSList (v1.35) Line: 637 > Module: Kernel::Output::HTML::LayoutLoader::LoaderCreateAgentJSCalls > (v1.35) Line: 282 > Module: Kernel::Output::HTML::Layout::Login (v1.334) Line: 944 > Module: Kernel::System::Web::InterfaceAgent::Run (v1.57) Line: 603 > Module: > ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler > (unknown version) Line: 48 > Module: (eval) (v1.88) Line: 204 > Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 > Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 > Module: ModPerl::Registry::handler (v1.99) Line: 31 > > ERROR: OTRS-CGI-50 Perl: 5.10.0 OS: linux Time: Tue Nov 23 15:49:18 2010 > > Message: Can't create directory '/opt/otrs/var/httpd/htdocs/js/js-cache/': > Permission denied > > Traceback (25179): > Module: Kernel::System::Loader::MinifyFiles (v1.16) Line: 127 > Module: Kernel::Output::HTML::LayoutLoader::_HandleJSList (v1.35) Line: 637 > Module: Kernel::Output::HTML::LayoutLoader::LoaderCreateAgentJSCalls > (v1.35) Line: 300 > Module: Kernel::Output::HTML::Layout::Login (v1.334) Line: 944 > Module: Ker
Re: [otrs] Reg: OTRS 3.01 not working properly in internet explorer 8
Hi Ravi, You should upgrade to 3.0.2 which address this issue. Ionel Le 22 nov. 2010 à 18:39, ravi shanker a écrit : > Hi > i tried opening otrs 3.0 ver in ie8..it is giving javascript error.. > would like to know what are browsers and which versions of these are > supported. > > Ravi Shankar > > > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Customer Company
Hi Elva, How is it linked when using an LDAP Customer source ? How to assigne the company in the LDAP configuration ? Thanks, Ionel Le 17 nov. 2010 à 18:15, Elva Novoa a écrit : > On 11/16/2010 1:51 PM, Jober Mijares wrote: >> Then, maybe i'm confused but I thought that the function of the company >> client, is link several customers in just one company. > Hi Jober, > > Actually you are right in the definition of Customer Company. You should > be able to create more than one customer with the same company, but you > need to add customer companies first. What version of OTRS are you > using? In OTRS 3.0.1, this field (CustomerID) was changed to be a > drop-down when you are adding a new customer, so that you can select a > company from the registered ones. > > I hope this helps! > > Regards, > Elva > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] sharing tickets between customers (per-ticket basis)
Hi, Is it possible for customers to share tickets between them ? Some kind of company tickets but ticket-per-ticket and managed by the customer himself … Thanks, Ionel - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Ticket template
Hurray Nils ! It worked :) I'm still having a problem with the menubar. Here is how it looks : two "buttons" side-by-side instead of a sub-menu. <> <> Should a specific module be developped to handle sub item for the "New ticket" menu ? Ionel Le 12 nov. 2010 à 21:36, Nils Leideck - ITSM a écrit : > Hi, > > try to use this link: > > http://localhost/otrscvs/customer.pl?Action=CustomerTicketMessage;Subaction=StoreNew;Expand=3;Dest=1||Postmaster;Subject=Test;Body=Test;PriorityID=3 > > or for your case: > > Action=CustomerTicketMessage;Subaction=StoreNew;Expand=3;Subject=New+project;Body=Project+name > > > On 11.11.2010, at 20:14, GARDAIS Ionel wrote: > >> Hi, >> >> Following the blog entry >> http://blog.otrs.org/2010/11/02/otrs-3-0-ticket-templates/ , I tried to >> adapt it to Frontend::Customer::ModuleRegistration::CustomerTicketMessage >> >> Unfortunately, the link : >> Action=CustomerTicketMessage&Subaction=StoreNew&Subject=New+project&Body=Project+name >> >> raises the following error : >> >> Error: Need TicketID! Comment: Traceback: ERROR: OTRS-CGI-10 Perl: 5.10.0 >> OS: linux Time: Thu Nov 11 19:59:26 2010 >> >> Message: Need TicketID! >> >> Traceback (6339): >> Module: Kernel::System::Ticket::Article::ArticleCreate (v1.259) Line: 118 >> Module: Kernel::Modules::CustomerTicketMessage::Run (v1.73) Line: 409 >> Module: Kernel::System::Web::InterfaceCustomer::Run (v1.55) Line: 956 >> Module: >> ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_customer_2epl::handler >> (unknown version) Line: 48 >> Module: (eval) (v1.42) Line: 204 >> Module: ModPerl::RegistryCooker::run (v1.42) Line: 204 >> Module: ModPerl::RegistryCooker::default_handler (v1.42) Line: 170 >> Module: ModPerl::Registry::handler (v1.99) Line: 31 >> >> Looks like it ask for a TicketID but this should be a template … >> Is there something wrong ? >> >> Thanks, >> Ionel >> - >> 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 > > > — > Nils Leideck > Senior Consultant > http://webint.cryptonode.de / a Fractal project > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Companies and CustomerIDs
Thanks Jos, I won't spent more time figuring how could this be linked to other features. Ionel Le 11 nov. 2010 à 11:25, Jos Vos a écrit : > On Thu, Nov 11, 2010 at 11:14:00AM +0100, GARDAIS Ionel wrote: > >> So there is no link between company tickets and defining a company in >> the admin interface ? >> BTW, what is the company used for ? > > Purely informative I think. At least it all works without defining any > "customer company" (I didn't define one yet). > > -- > --Jos Vos > --X/OS Experts in Open Systems BV | Phone: +31 20 6938364 > --Amsterdam, The Netherlands| Fax: +31 20 6948204 > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Ticket template
Hi, Following the blog entry http://blog.otrs.org/2010/11/02/otrs-3-0-ticket-templates/ , I tried to adapt it to Frontend::Customer::ModuleRegistration::CustomerTicketMessage Unfortunately, the link : Action=CustomerTicketMessage&Subaction=StoreNew&Subject=New+project&Body=Project+name raises the following error : Error: Need TicketID! Comment: Traceback: ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Thu Nov 11 19:59:26 2010 Message: Need TicketID! Traceback (6339): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.259) Line: 118 Module: Kernel::Modules::CustomerTicketMessage::Run (v1.73) Line: 409 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.55) Line: 956 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_customer_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.42) Line: 204 Module: ModPerl::RegistryCooker::run (v1.42) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.42) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 Looks like it ask for a TicketID but this should be a template … Is there something wrong ? Thanks, Ionel - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Companies and CustomerIDs
OK, understood … almost :) So there is no link between company tickets and defining a company in the admin interface ? BTW, what is the company used for ? Thanks, Ionel Le 11 nov. 2010 à 03:30, Gerald Young a écrit : > I believe the CustomerIDs are supposed to list a quantity of CustomerID that > apply to the users. > > User John Smith might have a CustomerID of johnsm...@domain.tld and maybe > CustomerIDs of ... well, it may not be relevant to him. > User Bob Manager might have a CustomerID of bobmana...@domain.tld BUT he has > CustomerIDs of johnsm...@domain.tld, jane...@domain.tld, > otherpersonbobmana...@domain.tld > > This causes a big list and may really be unnecessary. > Individuals may have the same CustomerID (Department, Company) which makes > managing the supervisor multiple CustomerIDs easier or potentially > unnecessary (depends). > > The downside/upside of users having the same CustomerID is of course all > users with the same CustomerID can see each other's tickets in Company > Tickets. > > Or, to put it another way, CustomerIDs is simply a list of valid CustomerID > that a user can see. If nobody has Tech'Advantage as a CustomerID, putting it > in CustomerIDs has no effect. > > > On Wed, Nov 10, 2010 at 1:28 PM, GARDAIS Ionel > wrote: > Hi, > > I think I'm missing something with company tickets and customer ids. > > Here is the setup : > - hand-defined company from the web interface with CustomerID set to > "Tech'Advantage" > - Customer data pulled from AD with the following mapping : > [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], > [ 'UserCustomerIDs', 'CustomerIDs', 'company', 1, 0, 'var', '', 0 ], > - AD's "company" field filled with "Tech'Advantage". > > I confirm that when browsing over the clients list, the "CustomerID" field > contains their email addess and the "CustomerIDs" field contains > "Tech'Advantage". > > Then, as an agent, I created two test tickets for two customers with > different "CustomerID" but same "CustomersIDs". > > Unfortunately, when browsing the "Company tickets" through the customer > interface, it still displays only current customer tickets, not the other > created for it's colleague. > > Am I missing something ? > > Thanks, > Ionel > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Companies and CustomerIDs
Hi, I think I'm missing something with company tickets and customer ids. Here is the setup : - hand-defined company from the web interface with CustomerID set to "Tech'Advantage" - Customer data pulled from AD with the following mapping : [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], [ 'UserCustomerIDs', 'CustomerIDs', 'company', 1, 0, 'var', '', 0 ], - AD's "company" field filled with "Tech'Advantage". I confirm that when browsing over the clients list, the "CustomerID" field contains their email addess and the "CustomerIDs" field contains "Tech'Advantage". Then, as an agent, I created two test tickets for two customers with different "CustomerID" but same "CustomersIDs". Unfortunately, when browsing the "Company tickets" through the customer interface, it still displays only current customer tickets, not the other created for it's colleague. Am I missing something ? Thanks, Ionel- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Default groups for multiple LDAP customers
Hi, I've setup multiple customers datasources, pulling from 2 differents AD. I'd like to isolate these 2 datasources as 2 groups to get : - company 'A' customers belong to usergroup 'A' and queue 'A' restricted to usergroup 'A' - company 'B' customers belong to usergroup 'B' and queue 'B' restricted to usergroup 'B' Agents will belongs to both group 'A' and 'B'. I've found the "CustomerGroupAlwaysGroups" parameter but it seems to be an overall setting, not a per-datasource setting. Is there a way to do this datasource per datasource ? Thanks, Ionel - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Automatic "next state"
Hi,
I've defined a few responses to be used by the agents ("Done", "works for me",
…)
Is it possible to automatically set the next state to "closed" or "pending
close" when an agent select one of these answer ?
Thanks,
Ionel
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Re: [otrs] FAQ for otrs 3 ?
Thanks, I didn't get this post yet :) Ionel Le 2 nov. 2010 à 17:26, Alexander Halle a écrit : > Gardais Ionel wrote : >> Is there a roadmap on when will the FAQ module be available for otrs 3 ? > > Hi Ionel, > > the release date is March 15 according to : > > http://www.otrs.org/news/2010/release-calendar-otrs3/ > > Regards > > Alexander > > -- > radprax Gesellschaft fuer medizinische Versorgungszentren mbH, > Bergstr. 7 - 9, 42105 Wuppertal, > Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 > Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate > Tewaag > Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 132/5889/0264, DE 814559152 > Web: http://www.radprax.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 - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] FAQ for otrs 3 ?
Hi list, Is there a roadmap on when will the FAQ module be available for otrs 3 ? Thanks, Ionel - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] webticket queue dispatch
Hi, How to dispatch new webticket to different queues, based on the customer ? The default queue is Postmaster but Postmaster filters are not applied to webtickets created inside the Postmaster queue. I though of using a GenericAgent task but there are no "Incoming customer" criteria to make the dispatch. What is the correct way of doing this ? Thanks, Ionel - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] GenericAgent inputs
Got it : it's an agent-preference.
Is it possible to force this for all agents ?
Ionel
Le 29 oct. 2010 à 13:51, Ionel GARDAIS a écrit :
> Hi,
>
> Thanks to the example file, I've configured GenericAgent.pm to send
> Escalation mails :
>
>'send escalation notifications' => {
>Escalation => 1,
>New => {
>Module =>
> 'Kernel::System::GenericAgent::NotifyAgentGroupWithWritePermission',
>},
>},
>
>
> I was saw that there were preconfigured agent notifications for "New Ticket".
>
> I use the browser to configure New ticket agent notification but :
> - this does not use the predifined notification
> - it is declared another way than the escalation notification
>
>
> Question is : how to declare a "New Ticket notification" inside
> GenericAgent.pm ?
> Will
>'send new ticket notifications' => {
>Status => ['new'],
>New => {
>Module =>
> 'Kernel::System::GenericAgent::NotifyAgentGroupWithWritePermission',
>},
>},
>
> Do the trick ?
>
> Thanks,
> Ionel
>
> --
> Ionel GARDAIS
> IT Team manager
>
> -
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[otrs] Graph stats
Hi list, I'm new to OTRS but I succeed in having a working server connected to multiple LDAP for multiple customers. I've played a bit with tickets : create, answer, close or wait for escalation. Unfortunaly, I'm trying to get some graph stats and all I can get is a desperately flat graph. I'd like to create a stat report with : - the last (week or month) on the X axis - the average first response time on the Y axis - a selection of queues as input data. I tried multiple combination but never succeeded. I'm using OTRS 3.0b5 with a mysql DB. Thanks for your help, Ionel - 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
