Re: [otrs] SIRIOS / CERT

[Steve Hall]

Yes.


On 10 Jun 2013, at 17:08, AL wrote:

> Is anyone interested in SIRIOS or CERT related development of 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] Receiving mail's with .msg attachments

[Steve Hall]

All,

As part of some workflow, we need to be able to receive an e-mail, which 
contains another e-mail as an attachment.

When OTRS receives this it is taking the original .msg file and stripping it 
into two .txt files

This would be be too bad, but we loose the headers from the original attached 
e-mail which are required for diagnostic purposes.

Any way around this?

Steve

-
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] What is FreeText and such

[Steve Hall]

User definable fields which you can customise. 



Sent from my iPhone

On 9 Apr 2011, at 12:09, Muhammad El-Sergani  wrote:

> Guys, no replies?
> 
> Thanks and Best Regards,
> Muhammad El-Sergani.
> 
> 
> 
> On Thu, Apr 7, 2011 at 6:15 PM, Muhammad El-Sergani  
> wrote:
> Hi all,
> 
> Can anyone help shed some light as to what exaclty FreeText, and such, are?
> 
> Thanks and Best Regards,
> Muhammad El-Sergani.
> 
> 
> -
> 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] Bulk action on 2.3.4

[Steve Hall]

Hi,

I have an OTRS 2.3.4 build with Sirios installed.

When looking at the ticket queues, I can select tickets for bulk  
action but nothing happens.


Can someone lead the blind though this, as im assuming there is  
something im not grasping.


Regards
-
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] Active Directory and user + agent authentification

[Steve Hall]

Even though you are auth'ing via AD, you still need to have local  
agents created with the same username as the AD username. (Cant  
comment on customers, as I dont run like that).


If you change the


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


back to the default, create your admin user as per the name in AD, and  
try again.


Regards

I
On 12 Jun 2009, at 05:02, olivier.villege...@sic.nc wrote:



Hi,
I have a little problem that I'm unable to solve.

 - I need that agents and users (customers) can authenticate using  
Active Directory. My users can access to the customer page but my  
agent can't login to the agent page. When agent try to login they  
have an error message saying "the connection has failed! Your  
username or password is incorrect".


 - After edit my Config.pm in order to allow authenticate by Active  
Directory, I can't connect using a local user.


Can you help me to find what is wrong ?
I join a copy of my Config.pm

Regards,

** My Config.pm **

#  #
#  #
#  #
# Start of your own config options!!!  #
#  #
#  #
#  #



  $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP';
  $Self->{'AuthModule::LDAP::Host'} = 'pollux.sic.intra';
  $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=sic, dc=intra';
  $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName';

  $Self->{'AuthModule::LDAP::SearchUserDN'} =  
'cn=ldap_php,cn=Systeme,dc=sic,dc=intra';

  $Self->{'AuthModule::LDAP::SearchUserPw'} = '';


  # This is an example configuration for an LDAP auth. backend.
  # (take care that Net::LDAP is installed!)
  $Self->{'Customer::AuthModule'} =  
'Kernel::System::CustomerAuth::LDAP';

  $Self->{'Customer::AuthModule::LDAP::Host'} = 'pollux.sic.intra';
  $Self->{'Customer::AuthModule::LDAP::BaseDN'} =  
'ou=SIC,dc=sic,dc=intra';

  $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName';

  # The following is valid but would only be necessary if the
  # anonymous user do NOT have permission to read from the LDAP tree
  $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} =  
'cn=ldap_php,ou=Systeme,dc=sic,dc=intra';

  $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = '';

  # CustomerUser
  # (customer user database backend and settings)
$Self->{CustomerUser} = {
Name => 'Datenbank',
Module => 'Kernel::System::CustomerUser::DB',
Params => { Table => 'customer_user',
# to use an external database
#   DSN => 'DBI:odbc:yourdsn',
#   DSN =>  
'DBI:mysql:database=customerdb;host=customerdbhost',

#   User => '', Password => '',
},


# customer uniq id
CustomerKey => 'login',
CustomerID => 'customer_id',
CustomerValid => 'valid_id',
CustomerUserListFields => ['first_name', 'last_name',  
'email'],
#   CustomerUserListFields => ['login', 'first_name',  
'last_name', 'customer_id', 'email'],
CustomerUserSearchFields => ['login', 'last_name',  
'customer_id'],

CustomerUserSearchPrefix => '',
CustomerUserSearchSuffix => '*',
CustomerUserSearchListLimit => 250,
CustomerUserPostMasterSearchFields => ['email'],
CustomerUserNameFields => ['salutation', 'first_name',  
'last_name'],

#   ReadOnly => 1,
Map => [
# note: Login, Email and CustomerID needed!
# var, frontend, storage, shown, required, storage-type,  
http-link
[ 'UserSalutation', 'Salutation', 'salutation', 1, 0,  
'var' ],
[ 'UserFirstname', 'Firstname', 'first_name', 1, 1,  
'var' ],

[ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var' ],
[ 'UserLogin', 'Login', 'login', 1, 1, 'var' ],
[ 'UserPassword', 'Password', 'pw', 0, 1, 'var' ],
[ 'UserEmail', 'Email', 'email', 0, 1, 'var' ],
[ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1,  
'var' ],

[ 'UserComment', 'Comment', 'comments', 1, 0, 'var' ],
[ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int' ],
],
};

  # CustomerUser1
  # (customer user ldap backend and settings)
  $Self->{CustomerUser1} = {
Module => 'Kernel::System::CustomerUser::LDAP',
Params => {
  # ldap host
  Host => 'pollux.sic.intra',
  # ldap base dn
  BaseDN => 'ou=SIC,dc=sic,dc=intra',
  # search scope (one|sub)
  SSCOPE => 'sub',
  # The following is valid but would only be necessary if the
  # anonymous user does NOT have permission to read from the  
LDAP tree

  UserDN => 'cn=ldap_php,ou=Systeme,dc=sic,dc=intra',
  UserPw => '',
  AlwaysFilter => '',
  

[otrs] Workflow view queues

[Steve Hall]

Hi,

We're just expanding our use of OTRS 2.3.4 in that we have new roles,  
which have dedicated queues defined for them for privacy, etc.


When the agent views the Workflow View they are presented with the  
default list of queues : Advisory : Hotline : Incident.


How do I change this default view so that they can see by default the  
queue defined for that group?


Thanks in advance.


-
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] Autoresponse with attachment?

[Steve Hall]

Tim,

I've tried to implement auto-response with attachments and failed : 
(  I ended up hosting the attachments on a web site, and the  
autoresponse contains the URL of the document.


If it can be done, I'd certainly be interested.

Regards

Steve


On 19 May 2009, at 05:51, Tim Bos wrote:

Is there any way to include the attachment when the New Ticket  
Notification is sent? We are using the system for Change Requests at  
the moment, and when our users create a change request, they have to  
fill out a Word Doc and email to CR at xyz.com. When OTRS receives  
the request, we need it to post it (including the attachment) out to  
the approvers.


After the approvers receive, they just reply to the email with  
APPROVE or DENY.


It’s a simple process, and it all works... except the inclusion of  
the attachment. Without that, it’s pointless.


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

NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
http://www.otrs.com/en/support/enterprise-subscription/


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

NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
http://www.otrs.com/en/support/enterprise-subscription/

[otrs] Autoresponders and attachments

[Steve Hall]

Within our setup, there are a number of tickets which we answer via  
auto responders as the first line of action. This so that a standard  
document, or template, etc can be given back to the email sender, and  
then the call is followed up once this is completed.


So, our setup looks like this:

An e-mail address routers to a defined queue, this just happens to be  
in a hierarchy:


exam...@otrs.mydomain.com -> Incident::example

We have a defined response for that queue, which is  
en_queue_example_response



What I would like to do, is as part of that response is supply back an  
attachment which i've got uploaded as part of the Attachments section.  
In this section i have a 1:1 mapping between the Attachment, and the  
Response.


However, although the response works, and I get the e-mail, with body  
text, I dont get the attachment.


Any ideas on where im going wrong?
-
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] Issue with bulk upload of Services

[Steve Hall]

Hi,

First time posting, so I could be barking up the wrong tree here.

I've been setting up OTRS / SIRIOS to function the way our workflow  
works with our CERT.


So, I've activated the Services module and created a couple of  
services which describes the hierarchy we operate to.


I then dumped them out using PHPmysqladmin, created the real file, and  
uploaded the data back into the database resulting in ADMIN::Services  
showing the 1000+ services correctly.


This is where I either hit an issue, or a misunderstanding.

When raising a ticket, the Services field to select against is blank  
with none being offered in the pulldown.


Am I barking up the wrong tree, forgotten a step. Any advice would be  
welcome.


Regards

Steve



-
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/