[otrs] Customer user supervisors other customer users
Hi Guys, Is there any way I can setup a customer user supervisors other customer users? This supervisor should be able to make decisions on other customer users' tickets. It is like a boss or head of department wants to manage his employees' tickets thus to control service costs. But they are not suppose to be an service agent. Thanks a lot! Jack - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] How to change the automatic deleting of emails in outlook when creating tickets automatically from emails
Hi Philippe, To work around, I think you could probably set up an e-mail forwarding which forwards all e-mails to another mailbox when they come into your mail server. Maybe this is a easy way to achieve those e-mails. Regards, Jack -Original Message- From: Michiel Beijen [mailto:m...@otrs.org] Sent: Friday, November 20, 2009 4:04 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] How to change the automatic deleting of emails in outlook when creating tickets automatically from emails Hi Philippe, There is no setting in OTRS that will help you with this; OTRS can read emails from IMAP and POP mailboxes but will always delete those, in order to prevent duplicate tickets and such. I would recommend to set up a separate mailbox for OTRS. Now, on the existing mailbox, create a filter that will forward the email to OTRS based on your criteria (probably something like IF from != mydomain.example THEN FORWARD to otrs) and have OTRS process it. Hope this helps, ((enjoy)) - Michiel Beijen R&D OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Deutschland T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial register: 10751, Tax ID: 003 240 97505 Chairman of the Board: Burchard Steinbild, Managing Board: André Mindermann (CEO), Martin Edenhofer CU@ IIR Service Desk Forum in Mainz (Germany) and get to know more about OTRS at booth no. 12 from Nov 24-25, 2009! On Wed, Nov 18, 2009 at 5:20 PM, Martignier, Philippe wrote: > Hello there, > > > > Maybe a dummy question, but here is the problem I have now: > > > > Lets say I have one email. > > > > Tickets are generated from that email. > > > > The problem is that once the ticket is created, the email (in outlook) is > gone. > > > > Do you know if there is a parameter I can change to avoid that ? > > > > I tried to use Postmaster filters and to play with this and even if I set > the X-OTRS-Ignore to “Yes” the email is still deleted (and the ticket is not > created but that is normal J > > > > Many thanks for any kind of response! > > > > Greetings > > > > Philippe > > > > PS : my goal is to do a filtering for internal messages only and to keep > them. > > Internal messages should not be created as tickets but have to stay in > Outlook. > > Messages that comes from customers (=external) should be created as tickets > and deleted from Outlook. > > > > Philippe Martignier > > Communications Division > > Customer Service Section > > Email : philippe.martign...@wipo.int > > Phone : 00 41 022 338 72 36 > > Building : GB I > > Office : 2,4 > > > > World Intellectual Property Organization Disclaimer: > > This electronic message may contain privileged, confidential and > copyright protected information. If you have received this e-mail > by mistake, please immediately notify the sender and delete this > e-mail and all its attachments. Please ensure all e-mail attachments > are scanned for viruses prior to opening or using. > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Customized background color gone after updated from 2.4.x to 2.4.5!
Hi, Does anyone know why? Were there some CSS files in the opt/otrs/kernel/output/html/standard/ folder ? How do I change the background color and other theme related stuffs? Thanks in advance! Jack - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] How to setup customer users, customer groups and the permissions properly?
Hi Guys, Here is the scenario, 1. A customer company has two bosses, Bob(CEO) and Joe(CFO). 2. They have two major departments, Accounting and Sales. There are about 10 employees in each department. 3. Joe is responsible for the Accounting department. And May is the head of Sales department. Requirement, 1. The customer company wants to have 3 groups of tickets, tickets of Accounting (Group A), tickets of Sales (Group B) and tickets of general requests (Group C). 2. Bob and Joe can see all company's tickets. 3. Customer users can only see their own tickets and general tickets. 4. May is able to see all the tickets from Sales department and General tickets. Any idea on how to setup this? Thanks! Jack ___ 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] company tickets access control
Hi Michiel, I think that was the point. 2 customers in 2 different departments should have a way to block them to see each other's ticket in case of the confidential reason. However, the big boss of the company should be able to see all his employee's tickets. My way was definitely not the best solution. Through this test I found the way to treat customer side rights in OTRS needs to be improved. You have to create too many Groups and Queues in the system. The other problem I found is that if you move a ticket from the queue to another queue the ticket will not be traceable by the customer who issued it. This is not reasonable. Regards, Jack -Original Message- From: Michiel Beijen [mailto:[EMAIL PROTECTED] Sent: 2008年11月12日 08:00 AM To: [EMAIL PROTECTED]; User questions and discussions about OTRS. Subject: Re: [otrs] company tickets access control Jack, in that case, user test2 can't read test1's tickets at all! That was not the point, right? The requirement was that only passwords were hidden, if I understood correctly? I guess the only technical solution if you want to solve it in OTRS is to create a new kind of email communication which is 'secret' and hidden for other customer users. This would involve quite a lot of hacking and I would advise against it; see my earlier mail for my proposed solutions. Regards, -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl 2008/11/12 Jie(Jack) Zhu <[EMAIL PROTECTED]>: > Hi Anton, > > > > Based on your case, I built up the following settings: > > > > 1. Be understood the "User" in OTRS is actually Agent not Customer. > > 2. Went to Sysconfig -> Frontend::Customer , enable > "CustomerGroupSupport" and Delete the default value (Users, Info) from the > "CustomerGroupAlwaysGroups". This way the customers are not longer in the > same group unless you set up another common group for them. > > 3. Created test1, test2 as 2 customers with same customer ID, created > CustomerSubmit1, CustomerSubmit2 as 2 Queues. Created TestGroup1, TestGroup2 > as 2 test groups. > > 4. Assigned test1 to TestGroup1 and has read and write rights, > assigned test1 to TestGroup2 and has read rights only. Assigned test2 to > TestGroup2 and has rights to read and write. > > 5. Assigned test1 to queue CustomerSubmit1, assigned test2 to queue > CustomerSubmit2. > > 6. Now, user test2 can not read user test1's tickets, despite they are > under the same CustomerID. > > > > Jack > > > > > > From: Anton Gubar'kov [mailto:[EMAIL PROTECTED] > Sent: 2008年11月11日 11:36 AM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] company tickets access control > > > > Colleagues, I'm sorry for putting so much confusion into the case. > > I'm an IT service provider for company Acme. I support Acme's ERP system. > My agents are trustworthy. > Acme has users Ann and Mallory. Ann is a financial controller. Mallory is > salesman. > Mallory wants to hijack Ann's privilege to release credit blocked orders in > Acme's ERP to satisfy his customer with credit block.. > Mallory tries to login 5 times using Ann's user id and causes it to lock. > Mallory starts to watch Company tickets waiting for Ann to raise a password > reset request with me. > Ann raises a password reset request. > Mallory continues watching waiting for the new password to appear on Ann's > ticket. > Before Ann has a chance to change her new password, Mallory logs in as Ann > and releases the blocked order. > > I want to control an access to tickets from my customer's users. Can you > suggest a way to resolve this case? > > 2008/11/11 Jie(Jack) Zhu <[EMAIL PROTECTED]> > > Sorry Anton, I do not quite understand what the point is. > > > > Suppose you have the rights to reset a password for a user. Don't you have > the rights to do the search on this user and relatives? > > This is the problem you trust your agent or not. > > > > I think the access control is quite advanced in OTRS. You have Role and > Group. You can create a role and put groups in it. Then add the role to the > users. > > > > If you want, you can put different companies into different groups and only > set the agent on the groups they are responsible to. This way could narrow > down the risk? > > In this way, you even can set each user in each group. :) > > > > Regards, > > Jack > > > > > > From: Anton Gubar'kov [mailto:[EMAIL PROTECTED] > Sent: 2008年11月10日 14:41 PM > To:
Re: [otrs] company tickets access control
Hi Anton, Based on your case, I built up the following settings: 1. Be understood the “User” in OTRS is actually Agent not Customer. 2. Went to Sysconfig -> Frontend::Customer , enable “CustomerGroupSupport” and Delete the default value (Users, Info) from the “CustomerGroupAlwaysGroups”. This way the customers are not longer in the same group unless you set up another common group for them. 3. Created test1, test2 as 2 customers with same customer ID, created CustomerSubmit1, CustomerSubmit2 as 2 Queues. Created TestGroup1, TestGroup2 as 2 test groups. 4. Assigned test1 to TestGroup1 and has read and write rights, assigned test1 to TestGroup2 and has read rights only. Assigned test2 to TestGroup2 and has rights to read and write. 5. Assigned test1 to queue CustomerSubmit1, assigned test2 to queue CustomerSubmit2. 6. Now, user test2 can not read user test1’s tickets, despite they are under the same CustomerID. Jack _ From: Anton Gubar'kov [mailto:[EMAIL PROTECTED] Sent: 2008年11月11日 11:36 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] company tickets access control Colleagues, I'm sorry for putting so much confusion into the case. I'm an IT service provider for company Acme. I support Acme's ERP system. My agents are trustworthy. Acme has users Ann and Mallory. Ann is a financial controller. Mallory is salesman. Mallory wants to hijack Ann's privilege to release credit blocked orders in Acme's ERP to satisfy his customer with credit block.. Mallory tries to login 5 times using Ann's user id and causes it to lock. Mallory starts to watch Company tickets waiting for Ann to raise a password reset request with me. Ann raises a password reset request. Mallory continues watching waiting for the new password to appear on Ann's ticket. Before Ann has a chance to change her new password, Mallory logs in as Ann and releases the blocked order. I want to control an access to tickets from my customer's users. Can you suggest a way to resolve this case? 2008/11/11 Jie(Jack) Zhu <[EMAIL PROTECTED]> Sorry Anton, I do not quite understand what the point is. Suppose you have the rights to reset a password for a user. Don't you have the rights to do the search on this user and relatives? This is the problem you trust your agent or not. I think the access control is quite advanced in OTRS. You have Role and Group. You can create a role and put groups in it. Then add the role to the users. If you want, you can put different companies into different groups and only set the agent on the groups they are responsible to. This way could narrow down the risk? In this way, you even can set each user in each group. :) Regards, Jack _ From: Anton Gubar'kov [mailto:[EMAIL PROTECTED] Sent: 2008年11月10日 14:41 PM To: User questions and discussions about OTRS. Subject: [otrs] company tickets access control Hello, list. I've come across a problem I can't overcome. Suppose I have a request to reset a password on some account for a user due to account locked or password forgotten. I thought I could communicate the new password to a user using external-email or external-note article. But it is really too dangerous to do that! The whole company tickets collection is searchable! I could find no way control access to the tickets in one CustomerID except one using queues. The queues are used for different purpose usually. The alternative is to quit using CustomerID and treat every user as individual customer. This is not convenient either as some bosses at customers want to watch the requests of their subordinates. This is the simplest example that comes to mind. There is a lot more sensitive information circulating in the process of IT Service Delivery that should not be shared across entire customer. I would be grateful for suggestions to solve this security issue. Regards, Anton Gubarkov. ___ 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] company tickets access control
Sorry Anton, I do not quite understand what the point is. Suppose you have the rights to reset a password for a user. Don’t you have the rights to do the search on this user and relatives? This is the problem you trust your agent or not. I think the access control is quite advanced in OTRS. You have Role and Group. You can create a role and put groups in it. Then add the role to the users. If you want, you can put different companies into different groups and only set the agent on the groups they are responsible to. This way could narrow down the risk? In this way, you even can set each user in each group. :) Regards, Jack _ From: Anton Gubar'kov [mailto:[EMAIL PROTECTED] Sent: 2008年11月10日 14:41 PM To: User questions and discussions about OTRS. Subject: [otrs] company tickets access control Hello, list. I've come across a problem I can't overcome. Suppose I have a request to reset a password on some account for a user due to account locked or password forgotten. I thought I could communicate the new password to a user using external-email or external-note article. But it is really too dangerous to do that! The whole company tickets collection is searchable! I could find no way control access to the tickets in one CustomerID except one using queues. The queues are used for different purpose usually. The alternative is to quit using CustomerID and treat every user as individual customer. This is not convenient either as some bosses at customers want to watch the requests of their subordinates. This is the simplest example that comes to mind. There is a lot more sensitive information circulating in the process of IT Service Delivery that should not be shared across entire customer. I would be grateful for suggestions to solve this security issue. Regards, Anton Gubarkov. ___ 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] How to access the MySQL!
Thanks Paul, I've tried. It only works locally. And the root password is empty. It seems I have to make some setup on MySQL so I can access it remotely. I installed SQL Manager Lite on the localhost, and then setup a root account with "%" (Global) access. Now I can access it remotely. Jack -Original Message- From: Paul Dale [mailto:[EMAIL PROTECTED] Sent: 2008年11月9日 14:05 PM To: [EMAIL PROTECTED] Subject: Re: [otrs] How to access the MySQL! It's possible that you have to access it locally. It depends on how the user is set up (I'm not sure how otrs sets it up by default), mysql does have the ability to allow local and not remote. root with empty password is probably also only @ localhost, but I'm not sure about that either. paul 2008/11/9 Jie(Jack) Zhu <[EMAIL PROTECTED]>: > Thanks for your prompt answer Paul, > > I have phpmyadmin installed on another server. I tried to access OTRS's > MySQL through it. I used empty password for root, and also tried user otrs. > Both of them don't work. Do I have to access the database locally? > > -Original Message- > From: Paul Dale [mailto:[EMAIL PROTECTED] > Sent: 2008年11月9日 13:37 PM > To: [EMAIL PROTECTED]; User questions and discussions about OTRS. > Subject: Re: [otrs] How to access the MySQL! > > I believe the default mysql root password is empty. > > To access the database login to mysql and type use otrs; to switch to > the otrs DB. > > 2008/11/9 Jie(Jack) Zhu <[EMAIL PROTECTED]>: >> Hi there, >> >> >> >> I installed the OTRS win32 package. It created everything automatically >> including the MySQL. >> >> >> >> The server is working fine. However, I am just wondering how can I access >> MySQL database? >> >> >> >> What is the default password for root? >> >> >> >> Thanks for your help! >> >> >> >> Jack >> >> ___ >> 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] Associating a group with a CustomerID?
I don't think there is such function. But it is a nice idea though. -Original Message- From: Paul Dale [mailto:[EMAIL PROTECTED] Sent: 2008年11月9日 13:03 PM To: otrs@otrs.org Subject: [otrs] Associating a group with a CustomerID? Is it possible to have anyone with a given CustomerID automatically added to a group or queue? Thanks, Paul ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] How to access the MySQL!
Thanks for your prompt answer Paul, I have phpmyadmin installed on another server. I tried to access OTRS's MySQL through it. I used empty password for root, and also tried user otrs. Both of them don't work. Do I have to access the database locally? -Original Message- From: Paul Dale [mailto:[EMAIL PROTECTED] Sent: 2008年11月9日 13:37 PM To: [EMAIL PROTECTED]; User questions and discussions about OTRS. Subject: Re: [otrs] How to access the MySQL! I believe the default mysql root password is empty. To access the database login to mysql and type use otrs; to switch to the otrs DB. 2008/11/9 Jie(Jack) Zhu <[EMAIL PROTECTED]>: > Hi there, > > > > I installed the OTRS win32 package. It created everything automatically > including the MySQL. > > > > The server is working fine. However, I am just wondering how can I access > MySQL database? > > > > What is the default password for root? > > > > Thanks for your help! > > > > Jack > > ___ > 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] How to access the MySQL!
Hi there, I installed the OTRS win32 package. It created everything automatically including the MySQL. The server is working fine. However, I am just wondering how can I access MySQL database? What is the default password for root? Thanks for your help! Jack ___ 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 installation on IIS?
Hi Guys, We have IIS server and running some other stuffs, it's impossible to us to have another server which just running Apache. I tried manually installing the OTRS on IIS server. I can install it with install.pl and everything seemed ok no error reported. But I just can't run it. Always get errors tell me module loading problem. Does any one have the experience to implement OTRS on IIS? How to get it work? Thanks a lot! Jack ___ 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
