Re: [otrs] Installation documentation somewhat bias away from PostgreSQL
On May 31, 2013, at 10:26 AM, Paul Simons wrote: > > Hello Hi > I am trying to install OTRS over PostgreSQL, over CentOS. That's exactly what I run. > The documentation (although extremely good) is not a lot of help in my case . > The emphasis is squarely on MySQL and > the ‘installer.pl’ WEB GUI which ‘only works with MySQL’ :-( > All other configurations are consigned to rather brief footnotes. > Is there someone who has installed this variant and is willing to post a > step-by-step guide? > Specifically I am have trouble with ‘otrs’ user access permissions on start > up. > > […] Follow these steps: http://doc.otrs.org/3.2/en/html/manual-installation-of-otrs.html#database-configuration There are not pitfalls. Just check if all Perl modules are installed and keep an eye on the Apache httpd configuration when using mod_perl, I recommend to avoid mod_perl during the setup. Did you tried it like explained int the manual? hth, Roy -- Roy Kaldung e-mail: r...@kaldung.com - 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] Kerberos and LDAP Authentication
On Nov 12, 2012, at 8:06 AM, Juan Manuel Clavero Almirón wrote: > Hi Roy, > before changing the config, auth and sync were LDAP. I changed auth to > Kerberos, but sync was still LDAP. > Check your sync parameter. With mod_auth_kerb you'll get the samaccountname with or without - depends on your configuration - the domain in uppercase. Do you sync against the samaccountname? -Roy -- Roy Kaldung e-mail: r...@kaldung.com - 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] Kerberos and LDAP Authentication
On Nov 9, 2012, at 11:46 AM, Juan Manuel Clavero Almirón
wrote:
> Hi all,
> our company network offers Domain (Kerberos) and LDAP authentification. Since
> the beginning of the OTRS project, we've been using LDAP Auth, but people in
> Domain would like to enable Kerberos Auth in OTRS.
>
> I've succesfully enabled Kerberos in Apache and AuthModule =
> 'Kernel::System::Auth::HTTPBasicAuth', but now people not in domain are not
> able to login.
>
> I've tried with 2 AuthModules ($Self->{AuthModule1} =
> 'Kernel::System::Auth::HTTPBasicAuth' and $Self->{AuthModule2}
> = 'Kernel::System::Auth::LDAP'), but OTRS never gets to the LDAP Auth
>
> Has anyone tried such a configuration? Anyone has a hint?
Do you have any errors in your log?
Did you configured the Auth::Sync::Module or are the agents already created?
-Roy
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Re: [otrs] Add custom fields in Customer information
On Oct 11, 2012, at 12:14 PM, Adrià García-Alzórriz wrote: > El dj 11 de 10 de 2012 a les 09:51 +0200, en/na Roy Kaldung va escriure: >> On Oct 11, 2012, at 9:21 AM, Adrià García-Alzórriz >> wrote: >>> Hi there, >>> >>> I'm interested in adding more fields in Customer details. It can be >>> possible with OTRS? I think that Dynamic Fields are available only in >>> Tickets or Articles. >> >> Yes, this is possible. Add as much fields as needed in the mapping >> definition for the customer source. > > Excuse my newbie question, but I can't find where is this option. > For example, I can't add more objects in > DynamicFields::ObjectType::Registration. > Could someone tell me how could be that, or forward me to the right > chapter in documentation? Check out http://doc.otrs.org/3.1/en/html/external-backends.html in the docs. These options are not available via SysConfig, you have to edit Kernel/Config.pm. -Roy -- Roy Kaldung e-mail: r...@kaldung.com - 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] Dashboard Auto Refresh
On Oct 11, 2012, at 10:03 AM, Alexander Halle wrote: > Adi Ariyanto wrote: >> I already setup overview refresh time into 2 minutes, but still dashboard >> doesn’t autorefresh >> I try with chrome and internet explorer >> Is in your otrs it works? > > I just tested it with Internet Explorer 8, OTRS 3.1.x and a 2 minutes > interval. This worked. Hope this helps you. For some dashboard items you should also consider the CacheTTLLocal value. Just look at Ticket -> Frontend::Agent::Dashboard to see what are your settings. -Roy -- Roy Kaldung e-mail: r...@kaldung.com - 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] Add custom fields in Customer information
On Oct 11, 2012, at 9:21 AM, Adrià García-Alzórriz wrote: > Hi there, > > I'm interested in adding more fields in Customer details. It can be > possible with OTRS? I think that Dynamic Fields are available only in > Tickets or Articles. Yes, this is possible. Add as much fields as needed in the mapping definition for the customer source. > I try to keep helpdesk offers support if a customer didn't pay his > previous bill, so a *visible* message (such pop-up, custom HTML) would > be great. You can solve this issue with some Javascript which looks for a specific field defined in the customer field mapping. > Disabling customers or add text comments into customer's profile are > insufficient for us beacause in first case the agent can't find the > customer when opens a phone ticket; in the second one, if customer > creates a ticket via mail it can be difficult to notice these kind of > administrative messages. One idea for incoming tickets via e-mail could be a customization which checks the customer's account details and add an note, decrease priority or whatever. -Roy -- Roy Kaldung e-mail: r...@kaldung.com - 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] Can't edit customer
On Tue, 31 Jul 2012 10:48:41 +0200, Lars Jørgensen wrote: > Hi Carlos, > > Some of them are created locally in OTRS, some of them come from our AD. > Is that why the difference exists? As far as I know is the LDAP/AD Backend Read only. hth, Roy -- Roy Kaldung e-mail: r...@kaldung.com - 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] clear old ticket from database
On 7/24/12 5:13 PM, Stefano Ricci wrote: > it's possible to have the code? Yes. See https://github.com/rkaldung/tc4o and download tc4o.DeleteOldTickets.pl into your /opt/otrs/bin folder. Adjust the TicketSearch and start first a dry run with debug mode. hth, Roy -- Roy Kaldung e-mail: r...@kaldung.com - 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] clear old ticket from database
Am Jul 24, 2012 um 3:29 PM schrieb Stefano Ricci : > it's possible to clear old ticket from database? if is possible, the list of > tables that i have to clear. > > for example, at the end of the year i create my macro statistics about the > year and after a delete with a query the tickets from database... to start > the new year with an empty history.. > - > 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 I suggest to use the API. There is a function for deleting tickets. My delete date is older than 3 years, I do it with a perl script. Roy -- Roy Kaldung e-mail: r...@kaldung.com - 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 close a ticket via PHP and SOAP?
On 6/6/12 9:37 PM, Andy Wodfer wrote: > Hi, > This is another question related to our application that talks to OTRS. > We create tickets via php and soap, but I need to know if there is a > similare way to close a ticket when a job (in our case) is finished? > I've searched the web, but I mostly see info about how to create a ticket. > > Anyone knows if and how we can close one via PHP and SOAP? Hi, use the API calls for ArticleCreate and TicketStateSet, check the docs on dev.otrs.org for details. hth, Roy -- Roy Kaldung - 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 number in new mail ticket
On Jun 6, 2012, at 9:33 AM, Thomas Mueller wrote: > hi list > > I'm trying to add the TicketNumber to the signature or mailbody of a new > mail ticket. > > If opening the new mail ticket screen, the > already gets evaluated to "-" as there is no TicketNumber yet. > > Adding it to SysConfig Ticket::Frontend::AgentTicketEmail###Body leaves > it unevaluated. > > > Is it somehow possible to have the ticket number in the signature or > mailbody of a new mail ticket? Hi, Signature and Body are created before the TicketNumber exist. The TN is created after submitting the New Mail ticket form. hth, Roy -- Roy Kaldung - 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] Authentications Methods: was API call protocol/way to connect to OTRS?
On Mon, 16 Apr 2012 13:53:05 +0200, Andy Wodfer wrote: > Thanks Roy! > > Any comments on how to authenticate users/agents through OTRS? Hi, for authentication on the 'builtin' web interface you can use nearly any db where an Perl DBI driver is available (see http://dbi.perl.org/), LDAP against OpenLDAP, Active Directoy, eDirectory, etc. HTTP Basic Autehntication allows you to use Kerberos/NTLM, OpenID Provider (with mod_openid in an Apache environment). -- Roy Kaldung e-mail: r...@kaldung.com - 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] API call protocol/way to connect to OTRS?
On Mon, 16 Apr 2012 10:12:44 +, wrote: > Hi, > > no problem. http://giyf.com shows several examples when asking for "soap > otrs", e.g. http://faq.otrs.org/otrs/public.pl?Action=PublicFAQZoom > <http://faq.otrs.org/otrs/public.pl?Action=PublicFAQZoom&ItemID=369> > &ItemID=369 > > Regards > Jan Dreyer > IT Administrator / Operations Team / M-IT OMS > > Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von > Andy Wodfer > Gesendet: Montag, 16. April 2012 11:14 > An: User questions and discussions about OTRS. > Betreff: Re: [otrs] API call protocol/way to connect to OTRS? > > Thanks Jan! > > I'll forward this to my programmer. :-) > > Best regards, > Andy > On Mon, Apr 16, 2012 at 11:04 AM, wrote: > Hi, > > afaik you can connect via SOAP when the iPhone Handle AddOn is installed. > > Regards > Jan Dreyer > IT Administrator / Operations Team / M-IT OMS > > Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von > Andy Wodfer > Gesendet: Montag, 16. April 2012 11:01 > An: User questions and discussions about OTRS. > Betreff: Re: [otrs] API call protocol/way to connect to OTRS? > > Anyone? Hi, for SOAP you have to configure Core:SOAP via Kernel/Config.pm or SysConfig (http://doc.otrs.org/3.0/en/html/config.html#Framework:Core::SOAP) Here is an exampe SOAP client, coded in PHP: http://wiki.otterhub.org/index.php?title=Create_a_ticket_in_OTRS_from_PHP_via_RPC The iPhone-Handle gives you an JSON Interface. With OTRS 3.1 the Generic Interface was introduced to connect external systems. hth, Roy -- Roy Kaldung e-mail: r...@kaldung.com - 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] Modification to LDAP Auth . . . due to regional chars
On Wed, 15 Feb 2012 09:57:44 +0100, Adam Bator wrote:
> Hi there,
>
> At company I work at sombody fough it would be a good idea to use
> regional chars and that messes up the Auth process...
> I had the same problem with moodle - I made modification there that uses
> user@domain as DN and it works fine there but..
> If I do something like this in OTRS (Perl)
> $Result = $LDAP->bind( dn => $Param{User}.'@domain', password =>
> $Param{Pw} );
> I get error:
> authentication failed: 'Unexpected EOF
> Can sombody help me with this ?
> Is it possibile to do user@domain login in Perl - I could not find
> examples enywhere.
Hi,
perldoc Net::LDAP tells me this syntax fir LDAP-bind:
bind ( DN, OPTIONS ):
Try it without dn=>, only the options are intruduced by an key like
password.
And yes it could be possible to use user@domain, e.g. with Active
Directory (userPrincipalName).
The login name/bind dn depends on the LDAP server and not on the Net::LDAP
module.
hth,
Roy
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Re: [otrs] Changing auth type from local to ldap for agents
On Tue, 14 Feb 2012 08:11:43 -0500, Ugo Bellavance wrote: > Hi, > > I'm using OTRS only internally, so I use ldap backend for clients, but > at first I didn't know if it would cause problem with agents so the auth > for agent is local. > > I have a few questions about the possible transition to ldap auth for > agents. > > - Can an agent be a customer as well if using the same AD for auth? Of > course, I guess that agents would be in an extra AD group compared to > the users. Yes this is possible, use Kernel::System::Auth:LDAP for agents and Kernel::System::CustomerAuth::LDAP for customer. You can also specifiy multiple ADs for customer. > - Will I lose agent history or will I break something if I go with ldap > auth instead of local eventually? The usernames and e-mail addresses are > the same. I saved my history with the change from local to ldap agents. As far as your login and e-mail addresses still remain unchanged there shouldn't be a problem. hth, Roy -- Roy Kaldung e-mail: r...@kaldung.com - 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] Export name and email adresses to a CSV file
On Wed, 8 Feb 2012 15:46:03 +0100, Andy Wodfer wrote: > Hi, > We're running OTRS 2.4.7 currently. > > I need to export all names and email adresses from tickets (from senders) > in 2 different OTRS folders/mailboxes. > > The csv file needs to be in the following format: name, email > > Are there any plugins for OTRS that can do this or can someone give me some > input on how to do this the best way? Hi, You have the possibility to gather this data by a SQL statement from the otrs database: SELECT DISTINCT(a_from) FROM article; hth, Roy -- Roy Kaldung e-mail: r...@kaldung.com - 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] Give the rpc user read-only access
On 1/31/12 10:42 AM, Bruno Cardon wrote: > Hello, > > Is it possible to give the rpc user read-only access so he cannot, for > example, add a ticket to the otrs-system ? Hi, You should try to give this user a ro permission on the available queues. This could work. hth, Roy -- Roy Kaldung e-mail: r...@kaldung.com - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] OTRS configuration
On Mon, 9 Jan 2012 11:58:02 +0530, "Nikhil Joshi" wrote: > Hi, > > > > Can we add numbers to the customized ticket states? > > > > For instance > > Can I have added new ticket states as > > 1.New > > 2.Acknowledged > > 3.Waiting > > 4.Completed > > 5.Closed... > > > > Is this valid?? Hi, Yes you can. But you have to reconfigure a lot. I recommend using ACLs (see http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=68) to force the next state based on the current one. Regards, Roy Kaldung -- Roy Kaldung e-mail: r...@kaldung.com - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] OTRS:ViewNote configuration
On Mon, 9 Jan 2012 11:49:08 +0530, "Nikhil Joshi" wrote: > Hi, > > > > I have configured OTRS and I have added new customized ticket states. > > > > > I have added the new customized states in Ticket -> > Frontend::Agent::Ticket::ViewNote, and view state option is enabled. > > > > > > But I cannot see those ticket states in "next state type" in note template. Hi, Two suggestions: 1st) Do you have Ticket::Frontend::AgentTicketNote###State: enabled? 2nd) If you use Apache w/ mod_perl did you enabled PerlModule Apache::Reload? Regards, Roy Kaldung -- Roy Kaldung e-mail: r...@kaldung.com - 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] Need to add a Chat Button
On Dec 2, 2011, at 6:09 PM, "Parag Bhalerao" wrote: > Hello Team, > > In the ticket window I want to add a chat button which will activate an > external chat client. I was wondering how I can, > 1. Add a new button (or link) > 2. Include customer chat ID (that can be mapped to customer ID) in the URL > > Any thoughts? Hi You can add customized links via the Customer user backend. See the mapping section in the documentation http://doc.otrs.org/3.0/en/html/customer-user-backend.html You have to include the chat ID from the data source to use it in the link. Regards, Roy -- Roy Kaldung e-mail: r...@kaldung.com - 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] ACL w/ ArticleType
Hi Is it possible to use ArticleType in an ACL? I'd like to prevent note-external for specific user. tia, Roy -- Roy Kaldung - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] otrs Digest, Vol 37, Issue 28
On 10/20/11 1:50 PM, Garabed Yegavian wrote: > I don't seem to have Ticket::Frontend::AgentTicketNote ? I have view note? You"re right there. I copied the line after clicking on ViewNote. -- Roy Kaldung e-mail: r...@kaldung.com - 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 Assignment
On 10/19/11 4:14 PM, Garabed Yegavian wrote: > Is there a way to have a group get all emails from a ticket. I do not > want the communication to get locked between one person rather have it > be a group effort in solving the issues. We are using this internally only. > > > > Example: If I create a ticket I want it to broadcast to all technical > people in the group. I want anyone to be able add to that ticket and > when they do it should update the whole team. It seems as if the > communication gets locked between the creator and the owner Hi, for allowing a group to add to a ticket check for RequiredLock in the SysConfig, e.g. Ticket::Frontend::AgentTicketNote###RequiredLock and set it to No. For updating the team use the NotificationEvents like ArticleCreate, ArticleSend etc. hth, Roy -- Roy Kaldung e-mail: r...@kaldung.com - 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] Free Text type
On 8/17/11 8:20 PM, Wagner wrote: > I don't want to make the user select a value, I want that he can write > whatever is needed, like a description field, is there a way to > configure a FreeText like this? Yes, there is. E.g. for FreeTextField1 set up TicketFreeKey1 with a proper keyname and leave TicketFreeText1 empty. Roy -- Roy Kaldung e-mail: r...@kaldung.com - 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] Free Text type
On 8/17/11 5:02 PM, Wagner wrote: > Hello, > > is there a way to use a FreeText to a field like a text area where the > user be free to type whatever he wants? Hi, choose an unused TicketFreeText Field and configure it properly: Admin -> SysConfig -> Ticket -> Core::TicketFreeText then make it visible for the customer: Admin -> SysConfig -> Ticket -> Frontend::Customer::TicketViewNew hth, Roy -- Roy Kaldung e-mail: r...@kaldung.com - 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] Duplicates... link or merge?
On 8/10/11 8:48 PM, Ugo Bellavance wrote: > Le 2011-08-10 14:44, Roy Kaldung a écrit : >> On 8/10/11 8:35 PM, Ugo Bellavance wrote: >>> Le 2011-08-10 14:24, Roy Kaldung a écrit : >>>> On 8/10/11 8:17 PM, Ugo Bellavance wrote: >>>>> Hi, >>>>> >>>>> What is the recommended procedure in the case where two persons >>>>> open >>>>> a ticket that describe exactly the same problem? >>>>> >>>>> In 2.3, we used to use merge, but when closing one ticket, the >>>>> other >>>>> would need to be closed manually. >>>> >>>> I link them. In addition to that you should figure out if the >>>> Master-Slave package fits to your needs. >>> >>> When you close a linked ticket, does it close the other tickets linked >>> to this one? >>> >>> What is the difference between link and merge, is it documented >>> somewhere? >> >> I merge tickets from the same customer on the same topic. > > That would be my case. Do you have to close all merged tickets > individually? I assume you with all merged tickets you talk about the slaves: in that case no. Roy -- Roy Kaldung e-mail: r...@kaldung.com - 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] Duplicates... link or merge?
On 8/10/11 8:35 PM, Ugo Bellavance wrote: > Le 2011-08-10 14:24, Roy Kaldung a écrit : >> On 8/10/11 8:17 PM, Ugo Bellavance wrote: >>> Hi, >>> >>> What is the recommended procedure in the case where two persons >>> open >>> a ticket that describe exactly the same problem? >>> >>> In 2.3, we used to use merge, but when closing one ticket, the >>> other >>> would need to be closed manually. >> >> I link them. In addition to that you should figure out if the >> Master-Slave package fits to your needs. > > When you close a linked ticket, does it close the other tickets linked > to this one? > > What is the difference between link and merge, is it documented somewhere? I merge tickets from the same customer on the same topic. Do I have the same problem on multiple customer I choose on 'leading' ticket as the master and link all other ticket (linked as child to the parent=master ticket) as slave. All action on the master ticket will be done on the slaves, e.g. add note, send e-mail, pending state, close etc. Actions on a slave won't effect other tickets. Roy -- Roy Kaldung e-mail: r...@kaldung.com web: http://kaldung.com/ gpg key: 2A4D6A9D <http://kaldung.com/roy.kaldung.asc> - 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] Duplicates... link or merge?
On 8/10/11 8:17 PM, Ugo Bellavance wrote: > Hi, > > What is the recommended procedure in the case where two persons open > a ticket that describe exactly the same problem? > > In 2.3, we used to use merge, but when closing one ticket, the other > would need to be closed manually. I link them. In addition to that you should figure out if the Master-Slave package fits to your needs. hth, Roy -- Roy Kaldung e-mail: r...@kaldung.com - 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] Action when ticket with high priority is created
On 7/29/11 5:21 PM, Ugo Bellavance wrote: > Hi, > > I would like to know what would be the best way to be warned (receive an > e-mail message with specific text in it so that we can configure a level > 1 message rule on our BlackBerrys) when a priority 5 ticket is created > in the system. > > My idea is to use the first example on this page > (http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=68) to move > priority 5 tickets from the "Raw" queue to queue "Alert". This way, we > can configure our blackberrys to that when we receive an e-mail message > with something like "has been move to the "Alert" queue", it is > considered as a level 1 message and our blackberry buzzes. > > Using the GenericAgent might be better, but it can't run less than every > 10 minutes. > > Or maybe add the ticket priority to the e-mail notification when a > ticket is created in the Raw queue? Hi, Try the notifications under Admin -> Ticket Settings -> Notifications (Event) and the Event 'TicketPriorityUpdate' hth, Roy -- Roy Kaldung - 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] Filter ticket types for agents upon creation of tickets
On Jul 27, 2011, at 10:08 AM, nik...@iandapp.com wrote:
> Hello,
>
> I am trying to configure so the agents only have a filtered list of ticket
> types to chose from when creating a ticket.
>
> I want to filter the list based on what group the user belongs to. It
> could probably work with sorting based on the queue as well I think, but
> that is the second option.
>
> This is my ACL.
>
> $Self->{TicketAcl}->{'ACL-Name-Filter-Agents-Tickets-Type-IncidentManager'}
> = {
>Properties => {
>
>User => {
>Group_rw => ['Incident Management Severalnines',],
>}
> },
>
>PossibleNot => {
> # possible ticket options
> Ticket => {
> Type => ['[RegExp]^.*',], #Clear the list first
> },
> },
>
> Possible => {
> # possible ticket options
> Ticket => {
> Type => ['Incident',], #Adding the ticket types
> },
> },
> };
>
> What am I doing wrong? I have done similar things for the customerweb and
> it works.
>
> I have tried setting the properties for the agents front-end modules as well.
>
> This is a showstopper for me right now, hope anyone is able to help out
Hi Niklas:
Use the queue instead of the ticket in the section Possible/PossibleNot.
At the time of using the ticket creation mask the ticket still not exist.
hth, Roy
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Re: [otrs] Is it possible to hide the CUSTOMERS button?
On Jun 19, 2011, at 7:48 PM, Charles wrote: > Hello :-) > > We are not using the Customers facility. Is it possible to suppress display > of the CUSTOMERS button to give a cleaner interface for our agents? > Check out the agent's group permissions to the customer frontend module Regards, Roy -- Roy Kaldung - 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] change ticket priority w/o acquire ownership
On Wed, 18 May 2011 15:40:47 +0200, Michiel Beijen wrote: > It's a bit like some old bureaucrat I knew, who verified copies he > made on the copier word for word before he was convinced that the copy > was OK. > But then again, it does not per se *hurt* to restart the web server > (unless maybe for your dear users). And a reload is also sufficient and shouldn't disturb your users. ;-) Roy - 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] change ticket priority w/o acquire ownership
On Wed, 18 May 2011 11:42:19 +, Lars Jørgensen wrote: > Hi Roy > > Changes made in SysConfig (or just about any of the OTRS configuration > files) are reflected in OTRS immediately without the need to restart the > webserver. Hi Lars, Sorry, I have to disagree. It depends on your installation. If OTRS is running on an Apache with mod_perl a restart is necessary when Apache::Reload is disabled or not proper configured. That's why I alway recommend to restart the webserver. Regards, Roy - 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] Adding bugs in OTRS
On Wed, 18 May 2011 08:05:15 +, Karin Foss wrote: > Hi, > > We just started using OTRS 2.9 and OTRS ITSM and are having trouble with > handling bugs. > > After analyzing an incident we find out it´s a bug. Then we would like to > close the incident and open a new ticket with the type "Bug". The problem > is that if we add a new bug ticket (phone or email) you have to enter a > person in the "from" field and we don't want to have the customer involved > in the bug-tickets. Do we have to create a dummy user to be able to do this > or is there a better way of creating bugs in OTRS? Hi, You could create an new Frontendmodule based on the AgentTicketPhone and adjust it to your needs. Regards, Roy - 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] change ticket priority w/o acquire ownership
On Tue, 17 May 2011 12:53:55 +0200, Francesco Pasqualini wrote: > Is there a way to change ticket priority w/o acquiring ticket ownership ? > > I need a "supervisor" agent that must be able to change priority of every > tickets. Hi Francesco: Have a look into SysConfig and check the configuration settings for Frontend::Agent::Ticket::ViewPriority Changing Ticket::Frontend::AgentTicketPriority###RequiredLock from yes to no should work for you. Don't forget to restart your webserver. Regards, Roy -- Roy Kaldung - 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] PHP and SOAP
Hi Aleksander,
I wrote a little wrapper class for me and that's my TicketGet method:
public function getTicketData ($ticketId)
{
$ticketData = $this->client->__soapCall('Dispatch',
array($this->username, $this->password, "TicketObject", "TicketGet",
"Result", "ARRAY", "UserID", 1, "TicketID", $ticketId));
$data = array();
foreach (array_keys($ticketData) as $key => $val) {
$data[$key] = $ticketData[$val];
}
$td = array();
for ($i = 0; $i < count($data); $i = $i + 2) {
$td[$data[$i]] = $data[$i + 1];
}
return $td;
}
The method returns a hash array, e.g. $ticketData['TicketFreeText5']
hth,
Roy
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Re: [otrs] Dashboard integration with Cisco Call agent (or any other call agent..)
On Wed, 30 Mar 2011 10:58:57 +0300, "Danail Petrov" wrote: > Hey guys, > I was wondering (I've searched for that) is there any OTRS module that > is able to perform Call agent integration ? > My basic idea is to do the following: > > > > 1. Incoming call is received. Helpdesk engineer picks up the phone > > 2. Call agent is able to provide some arguments (B Number/Calling > station) to any software. My idea here is to get this calling number (b > number) and provide it as argument to some custom script. This script > shall provide some MySQL queries and based on that it will either open a > "new phone ticket" or just will open OTRS page with currently opened > tickets (I'm still contemplating) > > > I can do it by my own, using my custom scripts but what I actually want > to do is to make it "clear". I want to integrate it OTRS and put this > information on Dashboard. As soon as call is received - the otrs page is > refreshed with some custom information on top (caller number, customer > name, customer company, currently opened tickets and so on). > > > Could you, please, give me opinion/experience/suggestions with that? > Does anybody else did something like that, is there already module for > that and so on.. Hi, We use this URL with Cisco Agent Software: https://FQDN/otrs/index.pl?Action=AgentTicketPhone&Subaction=Storenew&Dest=QUEUE&ExpandCustomerName=1&From=CALLINGNUMBER QUEUE=QueueID||Queuename, like 1||Postmaster Each incoming and answered call open a new tab in the Agent's software. I took the information from http://www.otrs-treff.de/otrs-erstellung-einer-url-mit-werten-die-in-felder-des-telefontickets-uebernommen-werden-cti-anbindu (sorry, it's a german site) and checked the perl source for additional parameter. hth, Roy Kaldung - 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] Problem with OTRS 3.0.5 and SOAP::Lite: 500 internal server error
On Fri, 21 Jan 2011 12:22:34 +0100, Nils Leideck wrote: > Dear Peter, > > be careful. AFAIK this only works if you do not use mod_perl. > Michiel might be able to add some insights here ... ?!?! Hi, I have this workaround running with OTRS 2.4.9 and 3.0.5, both running with mod_perl. Regards, Roy - 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] Boolean search
On Thu, 20 Jan 2011 21:04:32 -0600 (CST), Kristofer Pettijohn wrote: > Hello, > > Is it possible to do boolean searches (using the API) - (for example: > from=em...@address.com or freetextfield1=somevalue) or do I have to do two > separate searches and intersect the results myself? Hi, Checkout the optional parameter ContentSearch of the API. Roy - 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] No X-OTRS headers in mails from OTRS
On 1/3/11 4:27 PM, Frank Thommen wrote: > Gerald Young wrote: >> No human should be involved with OTRS's inbox. > > Maybe, but in my specific situation I have only the choice of either > manually forwarding/resending each ticket mail to the OTRS inbox or let > OTRS do it automatically. I really prefer the second option :-) > > Having a specific ticket email address is - for political and social > reasons - out of question. > > Theory and practice are not congruent in this case and they cannot be > made to be so. Hi Frank, If you are able to move e-mails for OTRS into a specific folder by server based rules you can use fetchmail to get them from there. Regards, Roy -- Roy Kaldung - 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 Creation from SMS
> Is it possible to create a ticket from SMS? > > > > e.g. Someone SMS to a particular number and then a ticket should be > created > based on that. Replied to customer on mail/sms. > > Tracking can be from OTRS. Hi, creating a ticket by a received sms is not a big task. You can use e.g. SMS Tools 3 (http://smstools3.kekekasvi.com/) for receiving sms and trigger a script for each received sms. The script can create tickets via the soap interface. hth, Roy - 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] SOAP problem
On 7/14/10 3:47 PM, Sándor Fehér wrote: Hi, I would like to create tickets and articles via OTRS SOAP interface. This is what I have done so far. - added SOAP user and pass at OTRS Administrator menu (Framework-Core::SOAP) - installed SOAP::Lite Perl package - ran otrs.checkModules it looks fine. - ran rpc-example.pl with the appropriate params (url, user, pass). The last point always fail with the following: (I added trace=>'all' to see what's wrong with it) Apache's error log says nothing nor otrs log as well. So I really appreciate any idea where should I continue debugging. Thank you in advance! Server: Apache/2.2.3 (Debian) PHP/5.2.0-8+etch11 mod_perl/2.0.2 Perl/v5.8.8 Content-Length: 603 Content-Type: text/xml; charset=utf-8 Client-Date: Wed, 14 Jul 2010 13:43:50 GMT Client-Peer: 192.168.1.10:80 Client-Response-Num: 1 SOAPServer: SOAP::Lite/Perl/0.712 Hi, checj this bug report: https://rt.cpan.org/Public/Bug/Display.html?id=58538 I solved the issue after I replaced the sysread command in SOAP/Transport/HTTP.pm with read. regards, Roy -- Roy Kaldung e-mail: r...@kaldung.com web: http://kaldung.com/ gpg key: 2A4D6A9D <http://kaldung.com/roy.kaldung.asc> - 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] Customer users closing tickets for their company?
On 7/13/10 8:08 PM, Jason B. Loven wrote: Is it possible to allow customer users to close tickets for their entire company? It appears that the users can only modify tickets that they own. We have a customer that wants to be able to work on and potentially close tickets that they create. In a sense they would be an agent but limited to a specific customer code. Thank you, Jason Loven Manager - Technical Services Check out the CustomerID for each CustomerUser. I use the e-mail-address as the CustomerKey and the department as the CustomerID. The result is that a departments employees are able to see there colleagues tickets. hth, Roy -- Roy Kaldung e-mail: r...@kaldung.com web: http://kaldung.com/ gpg key: 2A4D6A9D <http://kaldung.com/roy.kaldung.asc> - 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] Back end customers from a read-only Oracle?
On 3/18/10 7:37 PM, Shane Presley wrote: As a followup, I found section 12.1.1 in the manual, about external databases. I was just wondering if anyone had any more specific examples about Oracle. Do we need to install the Oracle client on the OTRS server? Yes, of course. I use the Oracle Instantclient in my setup. Be aware of setting the right ORACLE_HOME environment variable (see Defaults.pm) and don't forget to install DBD::Oracle. Regards -- Roy Kaldung - 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/
