Re: [otrs] Fwd: REG : Problem in Fetching mail from OTRS

[Torsten Thau]

Hi there,

> [Thu Sep 23 11:16:30
> 2010][Notice][Kernel::System::MailAccount::POP3::_Fetch] POP3: Fetched 1
> email(s) from o...@bbkindia.com/10.4.0.16
> <http://o...@bbkindia.com/10.4.0.16>.
> [Thu Sep 23 11:17:18
> 2010][Error][Kernel::System::MailAccount::POP3::_Fetch][152] POP3: Can't
> process mail, email no 1 is empty!
> 
> 
> Please let me know how to resolve the same , even after removing the
> rule i am getting same error .
> 

Either it's a bug in OTRS or something's wrong with the email. To get
OTRS' mailbox running, try to access the mailbox by using a "real" mail
client. Then look for the "strange" mail - should be the first. If you
delete it from the inbox, at least OTRS should handle next emails.

regards, Torsten Thau

-- 
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
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Re: [otrs] notification

[Torsten Thau]

Hi,

Am 07.09.2010 22:48, schrieb DM_Julio Angulo:
> Hi, can someone explain how OTRS send me  a mail when a ticket escalates
> 

the escalation messages are send by a generic agent, defined by config
file. So first your OTRS-users crontab should contain a call for
/bin/GenericAgent.pl >> /dev/null. Second,
/Kernel/Config/GenericAgent.pm must not contain the disabled
call of the escalation generic agent. Then your escalation messages
should be sent...

regards, Torsten Thau

-- 
Torsten Thau, Dipl. Inform.
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phone: +49 371 5347 623
cell: +49 176 66 680 680
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Re: [otrs] Notification is not sending to Agent when ticket reaches its pending time

[Torsten Thau]

Hi,

> I have a problem that, the Notification is not sending to Agent when
> ticket reaches its pending time. I have made Escalation time of all the
> queues
> 
> to '0', is that the reason or I need to do something else? Do i need to
> update Notification Management ? How to use 'bg::Agent::Pending Reminder'
> 
> as on selecting it and on clicking 'Change' , in 'Type' field only
> 'bg::' is coming. What to do?


pending time is not escalation time. Yor configuration regarding
escalations has absolutely no relation to a pending time due to a
pending state.

However, you should check if the crontab of your OTRS-user contains a
call for /bin/PendingJobs.pl. This script is responsible for
sending the pending-reminders.

regards, Torsten Thau

-- 
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
personal pgp-key: 0x93E0A174
fax: +49 371 5347 625
http://www.cape-it.de



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Re: [otrs] What is First Contact Resolution Rate in OTRS

[Torsten Thau]

Hi,

Am 09.09.2010 11:03, schrieb Pradumna Maheshwari:
> 
> Hello all..
> 
> Can anyone explain me what do is the meaning of 'First Contact
> Resolution Rate' in OTRS ?  How to calculate it..?
> 

OTRS considers ticket as First-level-solved if the ticket is closed and
there is

(1) only one phone-article

(2) two articles, whereas the first article must be a customers email or
webrequest


If there are more articles in the ticket. The ticket is not considered
to be solved in first level.

regards, Torsten Thau

-- 
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
personal pgp-key: 0x93E0A174
fax: +49 371 5347 625
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Re: [otrs] Time Accounting Package - Reporting

[Torsten Thau]

Hi Esteban,

> The reporting section of this module,does not alow to get any customized
> report of the information loaded trought this module.
> Is there any way to get de information trought the Stats module of the
> OTRS??
> Can anybody help me?

Currently there is no time accounting reporting available. You could
write your own report module for the stats area or submit a feature
request or (if you require urgent assistance) ask for commercial OTRS
support - e.g. at the companies maintaining the TimeAccounting package.


regards, Torsten Thau

-- 
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
personal pgp-key: 0x93E0A174
fax: +49 371 5347 625
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Re: [otrs] Customer User link to Config Item class elements

[Torsten Thau]

Hi,

> I've tried to search Customer in Owner field. Everything seems to be ok,
> but when I click select button to add customer to Config Item nothing
> happen (Owner field became cleared).  Is it a bug?

There's no bug. It is most likely related to a wrong/incomplete customer
user backend configuration. If I remember right you should take care,
that the CustomerKey (e.g. 'uid') for the customer user backend is also
configured as CustomerUserSearchField.

regards, Torsten Thau

-- 
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
personal pgp-key: 0x93E0A174
fax: +49 371 5347 625
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Re: [otrs] UPDATE ** OTRS User Group Meetup! OTRS 3 Beta Release Party got canceled!

[Torsten Thau]

Hi Frank,

> BUT, I already have booked my trip and I really would love to talk to
> other OTRS users. 
> 
>   - So how about an OTRS User Group Meetup? -
> 
> OTRS User Group Meetup 2010
> 
> Topics: Use Cases, Interesting Topics around OTRS, Have a closer look
> into OTRS 3.0 Beta 1 
> Date: 02 AUG 2010
> Location: Original location, planed for the OTRS 3.0 Beta Party (my boss
> will take over the reservation, sponsoring)
> Germany
> Haus der Jugend Frankfurt
> Meeting Raum: Skyline Deck
> Deutschherrnufer 12
> 60594 Frankfurt
> 
> Please let me know what do you think?
> 
> Just reply! I really would love to organize this with one of you!


I think this is a really good idea. I'd love to participate in this
meeting. What's the (possible) agenda ?



regards, Torsten Thau

-- 
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
personal pgp-key: 0x93E0A174
fax: +49 371 5347 625
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Re: [otrs] Document Management for ISO Managemet Systems,

[Torsten Thau]

Hi Luis,

> As we know  OTRS complies with itil/iso2, the question here is if otrs 
> has 
> a module to manage also documents  that  iso needs, like quality manual and 
> records and all stuff.  The main idea is to have all in one tool and not to 
> use 
> many.

As Nils already wrote, you can store documents within articles or
changes in OTRS. If you're looking for a document management system,
OTRS and it's public available extensions will probably disappoint you
(currently). You could use some open source DMS and have it connected
with your OTRS.

If you can mount a (or multiple) document shares to the system where
OTRS runs, you could use the document-link-extension of Kix4OTRS (f.k.a.
OTRS::CiCS) to create links between tickets and documents wihtin your
share. These documents can be accessed directly at the ticket as linked
objects. The access to configured shares can be restricted to certain
groups, roles or single users. The document -link-backend is able to
track changes in the path in which a document is stored. So if you
rename or move your linked document in the share, the corresponding link
between the ticket and the document won't get lost.


regards, Torsten Thau

-- 
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
personal pgp-key: 0x93E0A174
fax: +49 371 5347 625
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Re: [otrs] ticket creation date based on email send / receive date

[Torsten Thau]

Hi,


> Once again:  Is there any way to set the ticket creation date based on
> the email send / receive date.  The reason behind:  Sometimes the
> requests are sent to the wrong email box and moved / copied later to the
> otrs inbox.  Therefore I'd like to use the send / receive date and not
> the fetch date.
> 
> I appreciate any hint!

...there's a similar function in Kix4OTRS (f.k.a. OTRS::CiCS). This
function changes the create-timestamp of articles. It does not use the
send-date automatically because it's too simple to manipulate it.

It's disabled by default (SysConfig
"Ticket::Frontend::MenuModule###500-AgentArticleManipulate") and by
default restricted to group admin. But you may change the configuration
to fit your needs.

You can download the OTRS-extension package Kix4OTRS at
http://www.cape-it.de.


regards, Torsten Thau

-- 
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
personal pgp-key: 0x93E0A174
fax: +49 371 5347 625
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Re: [otrs] Handling Customers w/ multiple emails...?

[Torsten Thau]

Hi Mike,

> We've been using email addresses as customer IDs, which frequently leads
> to duplicate CustomerIDs for the same person if they have multiple email
> addresses.
> 
> I see that this is a common issue, with a "bug" report filed:
> http://bugs.otrs.org/show_bug.cgi?id=3770
> 
> The bug includes a comment that: "a 'dirty' solution could be to store
> the userid and e-mail address in a new database and have the postmaster
> search field use that table. This is of course not optimal. "


actually there's might be a quite simple solution for this, even though
you might consider it as a workaround too. But at least not that dirty :-):

(1) create additional table columns (e.g. via SQL-Box in Admin area):
ALTER TABLE customer_user ADD COLUMN email_ext00 varchar(300);
ALTER TABLE customer_user ADD COLUMN email_ext01 varchar(300);

(2) add new columns to customer backend configuration in Config.pm:

(2a) Edit the customer backend definition related to the data source for
table "customer_data". Just add following rows to the Map-array (e.g.
directly below the definition for the default email-field):
[ 'UserEmail0', 'Further Email', 'email_ext00', 1, 0, 'var', '', 0 ],
[ 'UserEmail1', 'Further Email', 'email_ext01', 1, 0, 'var', '', 0 ],

(2b) add new table columns as postmaster-search columns
CustomerUserPostMasterSearchFields => ['email', 'email_ext00',
'email_ext01'],

(3) If applicable, extend customeruser-import-export mappings in the
ImportExport backend.


This approach does not ensure that "further email" addresses are unique,
but it allows to add more than one customer email and assign the correct
customer user to a newly created ticket avoiding multiple entries for
the same customer user in your data base.



regards, Torsten Thau

-- 
** Besuchen Sie uns auf dem LinuxTag in Berlin **
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Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
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Re: [otrs] How to configure webmail in OTRS

[Torsten Thau]

Hi Siva Prasad,

> I have OTRS 2.4.7 please let me know how can i configure webmail on OTRS.


...once Webmail is installed an agent user needs to configure his/her
webmail related settings (IMAP-host, user and password) in his/her
personal preferences.


regards, Torsten Thau

-- 
** Besuchen Sie uns auf dem LinuxTag in Berlin **
** vom 9. - 12. Juni, Stand 110 in Halle 7.2A**

Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
personal pgp-key: 0x93E0A174
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Re: [otrs] Customer Users: Can we keep all data in OTRS database, but still authenticate against LDAP?

[Torsten Thau]

Hello Phil,


> It is probably going to be easier for us to assemble this data for each 
> customer,  and directly update the OTRS database ‘customer_user’ table, than 
> it is for us to write the fields into our eDir schema and then synchronise 
> this with OTRS’s tables.

Actually you don't need to snychronize your LDAP to your OTRS database.
OTRS is able to retrieve the customer data directly from the LDAP (and
may cache this data to increase performance if you like). However, since
LDAP can be used in far more applications than OTRS, I'd recommend using
the LDAP for storing customer data. At least you have only one data
source which needs to be updated.


> Given that we have a full Customer record in the customer_user table, is it 
> possible for OTRS   just to use LDAP for the purpose of customer 
> authentication only, without us having to modify our eDir entries at all?

Yes, OTRS differentiate between customer data backend and customer
authentication backend. Thus, you can use your LDAP for authentication
and retrieve the customers data from your OTRS- or any other accessible
database.


> Also, if we have Customer data in ‘customer_user’  and are just using LDAP 
> for Customer (and User/Agent) authentication, will we be able to edit 
> individual users via the OTRS web interface?  I assume there would be no 
> reason why we couldn’t also edit the ‘customer_user’ table directly if we 
> preferred.

Also an agreement on this point. If you have the corresponding
permissions, you may update a customer users data in die OTRS-database.
If you are using a writable LDAP-backend (currently not available in
default OTRS installations but possible) you may also update your
customer users data directly in the LDAP.


kind regards, Torsten Thau


-- 
** Besuchen Sie uns auf dem LinuxTag in Berlin **
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phone: +49 371 5347 623
cell: +49 176 66 680 680
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Re: [otrs] Automatic CI export from CMDB on change

[Torsten Thau]

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Hi Norbert,


> How we should run export to a specific ranges -  CI - if a specific
> changes happened ? (API, or triggering a function, etc...)

for this requirement you could use CI-events, which will probably be
available in the next ITSM-release, or respectively are already
available in OTRS::CiCS::ITSM. The post-event-handler should check after
a successful versionadd if one of the attributes of interest has been
changed and if so runs your export action.

regards, Torsten


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Re: [otrs] Mass Import Customers

[Torsten Thau]

Hi Prince,

Prince Chavez schrieb:

Hi,

I was wondering, is there was a way to import a csv (containing 
username,firstname,lastname, customerid, and email) to otrs's customer database? 
And if it was possible to associate other data (add fields if you will) to the 
customers?


we recently published such a package as an additional 
ImportExport-Backend for download. This packages requries ImportExport 
to be already  installed on your system. You may find it here:


http://www.cape-it.de (section download CustomerUserImportExport)


See also: http://bugs.otrs.org/show_bug.cgi?id=4697


regards, T.

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Re: [otrs] cics - bugs, SQL - injections (security) and other problems

[Torsten Thau]

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Hello Nyung Zu,


> 1 - Not Event Based Notifications
> after installing this extentions event based notifications is not working
> anymore but before on Otrs 2.4.5 fine

...see (9)

> 2 - Memory Leak
> i use mod_perl, after 1 h httpd take over 260mb Otrs is geting slow

Sorry to read that. But this is hard to reproduce, so far we have not
experienced issues with that an various environments from Debian to
Windows. But we'll have a look at it.


> 3 - count of all tickets in escalation view not colected to the real count
> of tickets i found hard coded IDs in module
> Kernel/System/Ticket/IndexAccelerator/RuntimeDB.pm line 91, my IDs in db is
> different

We'll add a fix for this.

> 4 - agent group permissions get ignored and SQL injections (security)
> 
> I found Kernel/Output/HTML/CustomerUserTicketCount.pm and us it. But it
> shown more tickets as i find in system with my agent. As i can see no agent
> permission check is in. 

OK, we found that the count of customer tickets should not depend on the
agents rights. Even though the agents is not allowed to see all tickets,
(s)he should know how many tickets does the customer have. Actually
Kernel/Output/HTML/CustomerUserTicketCount.pm was just a quick and dirty
workaround to get a faster count on the ticket, because in earlier OTRS
relases the count via TicketSearch was not very good in respect to
performance.


> Also security issues found, SQL injection possible -
> just add SQL to From line of every incoming email and it get executed.

This is a very bad bug and will be fixed ASAP. Sorry for the
inconvenience and thousand thanks for telling.


> 5 - count of all tickets are not collected to the real count of tickets
> 
> In file Kernel/Modules/AgentTicketQueue.pm i found hard coded IDs again.
> # CiCS-capeIT
> #$Self->{ViewAll} = $Self->{ParamObject}->GetParam( Param => 'ViewAll'
> )  || 0;
> my %Preferences = $Self->{UserObject}->GetPreferences(UserID =>
> $Self->{UserID});
> $Self->{ViewAll} = $Self->{ParamObject}->GetParam( Param => 'ViewAll' )
> || $Preferences{ViewAllTickets} || '0';
> 
> my @ViewableLockIDs = $Self->{LockObject}->LockViewableLock( Type =>
> 'ID' );
> if ( $Self->{ViewAll} ) {
> @ViewableLockIDs= qw(1 2 3);
> }
> $Self->{ViewableLockIDs} = \...@viewablelockids;
> 
> # EO CiCS-capeIT

Of course these hard coded ids should NOT be there...


> 6 - broken signs in AgentTicketZoom
> 
> i use GB2312 becaus of local email clients of clients, not utf8. But I see
> utf8 is hard coded in ticket zoom. before was working fine on Otrs 2.4.5 -
> maybe the problem is:
> 
> use utf8;
> utf8::decode( $Param{ArticleContentFilterString} );

So you're encountering these problems when filtering the article list or
in any case?


> 7 - problems with GUI
> see pics

This is a problem with the fixed navbar. You may switch it of in your
personal settings.


> 8 - 50% on translation is missing
> see pics

OK, this is mostly due to our lousy language knowledge. As a matter of
fact it's restricted to English and German... :(


> 9 - many patched files
> i see also Kernel/System/Ticket.pm in package - so it seems if i install new
> Otrs no new patches of new patch release get applied (this is maybe reason
> on 1, see also http://bugs.otrs.org/show_bug.cgi?id=4257 which was already
> fixed on Otrs 2.4.5)

...actually these patches should already be included. I'll talk to the
responding developers soon. Nevertheless it not possible to avoid
patching some files for these extensions, because some parts of the
original OTRS-code just do not allow own extensions. But hopefully we'll
have a solution for this soon.


regards, T.


- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
personal pgp-key: 0x93E0A174
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Re: [otrs] Bad for OTRS community? - was: Re: OTRS::CiCS for OTRS 2.4.x

[Torsten Thau]

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Hello Frank and Alex,

let me answer your questions or comment your points in one posting. As
Alex already mentioned there are different ways of contributing to an
open source project.


(0) The missunderstanding (?):
OTRS::CiCS(::ITSM) is never sold by us as a totally own project or
software.

First of all, it's not sold at all. It's available for free under GPL.
Whoever downloads and installs it, may use, modify or backport
OTRS(::CiCS) as (s)he likes - as long as it stays GPL.

Second, in ALL of our workshops, presentations and press material
OTRS::CiCS is described as an EXTENSION for OTRS and we always refer to
the OTRS-project as the base for this extensions (presentations on
Chemnitzer Linux Tage, Berliner Linux Tag, CeBit, etc.).

Third, OTRS::CiCS requires OTRS to be already installed. Therefore it
should be clear enough, that we don't sell OTRS as our own. However, the
extensions are made by us, so please allow us to publish them under our
name :-).

If you've got the feeling that we are saying OTRS is invented by us, I'm
sorry.



(1) The bugfixing issue:
As a matter of fact, c.a.p.e. IT reports bugs, that have been found by
us to bugs.otrs.org - also suggesting bugfixes. Furthermore we
participate in maintaining the filemanager and I for myself am sort of
responsible for user backend related issues in OTRS. Of course this work
is community work and supports the OTRS-project.



(2) The community support issue:
We also try to support the community by giving answers to questions,
this does not always happen on the mailing list or the otrs-forum(.de)
because some requests arrive directly in our support system or our
personal mailboxes. If we have the time we answer these request as well.



(3) The backporting issue - what's been done:
OTRS::CiCS is an extension for an existing open source project. Some
features which exist since previous OTRS::CiCS versions, will be
available in OTRS 2.5.x (e.g. config item events). Also, some other
improvements have already found their way to the main OTRS - even though
they've been implemented in a slighlty different way.

Nevertheless, we are in contact with the people from the OTRS AG to
discuss further integration of features from our extension to the main
stream of OTRS.



(4a) The backporting issue - the discussion problem:
Even though many OTRS users like the OTRS::CiCS-extensions, not all
users want all of them. Obviously, there is a big need for discussion
which improvements/extensions should be integrated to main OTRS and
which shouldn't. Unfortunately, there is no such thing like an open
commission or OTRS development board (yet?). The development road map is
defined by the OTRS AG.

In order to live the open source idea we thought, sharing our extensions
with the community by publishing them is the right way. I think keeping
them secret would really break the open source idea. However, since
these extensions are build by us.


(4b) The backporting issue - the time problem:
OTRS::CiCS consists of many extensions of which we thought are useful
for OTRS. But we wanted them now and not after months of discussion (so
did our customers). Just have a look at some enhancement requests at
bugs.otrs.org and you will see what I'm writing about.



(5) OSS - an evolutionary sotware development approach
OSS and the idea behind lives from a wide variety of versions of a
software. The different versions/distributions exchange ideas and
implementations, thus creating new and better versions of the software.
What if there were only one Linux distribution? What if there were only
one open source CMS? Or a non OS-sample: what if there were just one
fast food chain? ...just Big Macs :-)

To prevent another possible missunterstanding: this comparison entails
the thought of a fork, which is not intended by us. However, what I want
to say is that a wide variety of extension packages is useful for the
OTRS project and extends the acceptance.


...there is a bunch of other points which could be discussed here, but
which do not belong to this (public) mailing list. Nonetheless, I rest
my case :-) and I hope I met your concerns and clearified the situation.


regards, T.

- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
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cell: +49 176 66 680 680
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[otrs] OTRS::CiCS for OTRS 2.4.x

[Torsten Thau]

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Hi list,

after a long waiting time an some (IE-specific) bugfixes,
OTRS::CiCS(::ITSM) is finally available for download for OTRS 2.4.x:

http://www.cape-it.de (section "downloads")

You may have a look at our demo system (http://demo-otrs.cape-it.de/) to
get an idea of the following feature/improvement list:


#---
- - improved layout for customer ticket overview

- - improved layout handle for linked objects in simple view

- - improved handle for building TicketFreeTime-fields

- - added auto complete function in AgentCustomerHistory

- - added further configurable search fields in AgentCustomerHistory

- - added features in AgentTicketBulk (e.g. type, queue default selection)

- - addded navigation bar in AgentTicketCompose, -Forward, -Bounce

- - added CustomerTab to AgentTicketCompose, -Forward, -Move

- - added ACL-support for ticket type selections in AgentTicketEmail,
  AgentTicketPhone

- - added default ticket type in AgentTicketEmail, AgentTicketPhone

- - added sort option (by title) in several ticket views

- - improved style of notify messages in the navbar section

- - improved follow up-layout for CustomerTicketZoom

- - OutOfOfficeSubstitute function in AgentPreferences

- - position of ticket number in email subject is configurable

- - renewed display of ticket search (better overview)

- - renewed display of ticket zoom (configurable)

- - renewed display of ticket overviews (mailbox, queueviews, etc.)

- - renewed display of agent preferences

- - improved display of customer ticket message

- - changed layout for warning sites

- - added script for simple management of queues, groups and roles based
  on CSV-file

- - configurable customer message body as known from agent interface

- - configurable TicketStateWorkflow (ACLs) - allows state workflows
  depending on ticket type starting with ticket creation

- - DocumentLink integrated in OTRS-link structure (LinkObject 'Document')
  - DocumentLink offers some basic features known from DMS
- users may change file names - links will not be lost
- users may move files to other directories - links will not be lost
- a more detailed permission concept (groups to directories)
- does not require web-accessible document share anymore (but a
  mounted FS)

#---


regards, T.

- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
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Re: [otrs] SSO not working...

[Torsten Thau]

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Hi Dave,

> I just found out that when i enable this rule the complete login is not 
> working anymore. also manually it's now not possible to login.
>>>$Self->{'AuthModule'} = 'Kernel::System::Auth::HTTPBasicAuth';
> 

I guess your LDAP-Authenticationbackend is also named
"$Self->{'AuthModule'}" (a few lines of your Config.pm would be helpful
to analyze the problem)? If so, activating HTTPBasicAuth disables
LDAP-Authentication. Using SSO via HTTPBasicAuth requires the user to be
authenticated BEFORE accessing ../otrs/index.pl. The authentication
needs to be done by the webserver before (e.g. by configuring the
webserver to to a basic auth agains a usr-password-file or an LDAP). But
then it's thejob of the webservers administrator to configure a working
authentication. The authentication itself is not done by OTRS then anymore.

However you can use more than one authentication backend. Just name your
LDAP-auth backend $Self->{'AuthModule1'} (and update all corresponding
config values as well). OTRS will check first for HTTPBasicAuth and if
this fails will offer you the possibility for a manual authentication.


> When i try to login automatically with SSO it's not working and the following 
> entries are written in the log:
> Sat Dec 12 11:14:11 2009  error   OTRS-CGI-10 Need UserLogin or 
> UserID!
> Sat Dec 12 11:14:11 2009  notice  OTRS-CGI-10 User: No 
> $ENV{REMOTE_USER} or $ENV{HTTP_REMOTE_USER} !(REMOTE_ADDR: 10.20.203.100).
> 
> 
> When i try to login with my credentials username/password manually these 
> lines are also logged,...
> Sat Dec 12 11:14:31 2009  error   OTRS-CGI-10 Need UserLogin or 
> UserID!
> Sat Dec 12 11:14:31 2009  notice  OTRS-CGI-10 User: No 
> $ENV{REMOTE_USER} or $ENV{HTTP_REMOTE_USER} !(REMOTE_ADDR: 10.20.203.100).
> 
> When i disable the "$Self->{'AuthModule'} = 
> 'Kernel::System::Auth::HTTPBasicAuth';" rule again i can login manually...
> 

regards, T.

- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
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Re: [otrs] Next ticket state -> closed successful -- on first response on ticket.

[Torsten Thau]

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Hi Chris,

Chris Johnson schrieb:
> Greetings,
> 
> I have an odd thing happening... I have tickets coming into my queue just 
> fine via email, but when someone goes to respond to the ticket for the first 
> time, the Next Action State is set to "closed successful".  Now, if I go and 
> change it to "open" then it stays open for all subsequent updates until I 
> specifically choose to set the next ticket state to closed, or click the 
> close button.  I'd like to NOT have the first update in the ticket be 
> automatically sent to Next ticket state of Closed.  What is the most likely 
> cause and solution?
> 

sounds odd. Though a view questions before - doy you respond by phone or
by email-template.

=> if you mean responding via phone, please check SysConfig
"Ticket::Frontend::AgentTicketPhoneOutbound###State".

=> if you mean responding via email/answer template please check
SysConfig "Ticket::Frontend::AgentTicketCompose###StateDefault".

In both configurations should be state values which are valid and not
prevented by an ACL.


regards, T.

- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
personal pgp-key: 0x93E0A174
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Re: [otrs] Queue view on Dashboard

[Torsten Thau]

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Gerrit Tamboer schrieb:
> Hello fellow OTRS'rs,  
>
> I have a question.  
> By default the dashboard view for tickets have the following views:   
> - Reminder Tickets  
> - Escalated Tickets  
> - New Tickets  
> - Open Tickets / Need to be answered  
>
> In our situation at our company it would be better is the dashboard had  the 
> tickets devided by the queues, looking something like this:  
> - Raw  
> - Postmaster  
> - RandomQueue1  
> - RandomQueue2  
> etc, etc.  
>
> Can anyone tell me how to get this done?  

this needs some corresponding dashboard plugins. You can develop them on
yourself or ask for professional support (e.g. at OTRS or our company :-D):

http://otrs.org/support/

But I think there's even a company in Norway.


regards, T.


- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
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cell: +49 176 66 680 680
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Re: [otrs] AdminPackage doesn't work

[Torsten Thau]

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Salut Thierry,


> Hello,
> 
>I'm currently running OTRS 2.3.4 on Ubuntu. 
> Since I've upgraded from 2.3.2 to 2.3.4 (via ubuntu standard package 
> upgrade), I don't have access to Package Admin. When I click on the link it 
> asks me to download index.pl. Any idea please ?
> 

...this is a problem on the Debian-/Ubuntu-package for OTRS. However,
you can run the entire packagemanagaer functionality on a command line:

/bin/opm.pl

regards, T.

- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
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Re: [otrs] SSO not working...

[Torsten Thau]

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Hi Dave,

> LDAP is working and when i use a username without DOMAIN\ the user login is 
> successful.
> 
> SSO is not working. When i add the following lines in my Config.pm for SSO
> 
> $Self->{'AuthModule'} = 'Kernel::System::Auth::HTTPBasicAuth';
> 
> Login failed. And following entries are written in the log.
> 
> Sat Dec 12 10:07:02 2009  error   OTRS-CGI-10 Need UserLogin or 
> UserID!
> Sat Dec 12 10:07:02 2009  notice  OTRS-CGI-10 User: No 
> $ENV{REMOTE_USER} or $ENV{HTTP_REMOTE_USER} !(REMOTE_ADDR: xxx.xxx.xxx.xxx).
> 
> Does anyone have any idea what the problem can be..?
> 


where does your authentication take place? Do you use some BasicAuth
mechanism on the same webserver, in a way that the above mentioned
environment variables are filled? It doesn't look like...

regards, T.


- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
personal pgp-key: 0x93E0A174
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Re: [otrs] customer user login with email address

[Torsten Thau]

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Hi Norbert,

> I want to setup otrs customer users ldap the next way: We want to login
> on customer users interface with email address not with LDAP uid.
> 
> user record in ou=People
> uid=firstname.lastname,ou=People,dc=mycompany,dc=com
> 
> email is: firstname.lastn...@mycompany.com
> 
> so login will be:
> login: firstname.lastn...@mycompany.com
> password: ***
> 
> 
> is there any possibilities to realise this ? what should be the best
> approach ?

...just map the ldap-attribute email to UserLogin in your
LDAP-configuration - that should work.

regards, T.


- --
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c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
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Re: [otrs] Ticket Expand View as Default Setting?

[Torsten Thau]

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Hi Gerrit,


> Question,  
> Can I set the Expand View in Tickets as the default?  

SysConfig "Ticket::Frontend::ZoomExpand" - but it's a global, not  a
personal setting.


regards, T.


- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
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Re: [otrs] Public FAQs in the customer interface but not the public interface

[Torsten Thau]

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Rodney McDuff schrieb:
> I have a whole bunch of hierachical FAQs that are visible in the
> customer interface; all of which are set to state public. In the public
> interface I see nought but a ">> FAQ" link on the left hand side and
> links to various articles in the right hand side. What am I doing wrong.

...just an idea: try to put an public FAQ article to the top level
category. Once there was a bug which prevented categories from being
listed when there is no article in it. Unfortunately this also prevented
subcategories from being listed. Maybe this bug ain't history yet...





viele Gruesse, Torsten Thau

- --
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Re: [otrs] Create ticket from external app

[Torsten Thau]

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Hi Tim,

Tim Squires schrieb:
> Hi,
> 
> After digging round for a few hours, I've not found a solution and was
> wandering if anyone here could help
> 
> We have a java based web application and OTRS, both used by the call
> centre.  Currently they have to switch from one application to the other
> when raising tickets and fill in all the the details again.  We would like
> the java app to be able to create customers and tickets on OTRS.
> 
> I've messed around with the email interface but that's not ideal because
> we want the call centre to be able to click a button on the java app and
> it take them to a ticket page on OTRS with all the fields already filled.
> 
> The perfect solution would be an http api for a web service.
> 
> Could someone please either point me to an api I have missed or put me out
> of my misery?

(1) Write a java-based OTRS-client ;-)

(2) try using the RPC-Interface of OTRS (/bin/xmlrpc.pl) from
the java-app to create a ticket or to access any OTRS-content



regards, Torsten Thau

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Torsten Thau, Dipl. Inform.
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cell: +49 176 66 680 680
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Re: [otrs] timeaccounting - page locked at login

[Torsten Thau]

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

Hi there,

> I was playing just for doing some test with timeaccounting package,
> after that, I have created some action and associated to an account
> (mine, the lonely admin). Now I'm locked to a page named
> OTRS::TimeAccounting::Edit with a list of missed data in dates (an
> entire page of that).
> 
> Also closing browser and login again this is the only page that I'm
> addressed to, there aren't any menu too...
> 
> Does anyone has any idea on what I can do to go out from there ?


As some other admin-user - check the time-accounting-user-configuration.
Since when the problematic account is valid? The default value is
sometime in 2007. In correspondance with SysConfig-Key
TimeAccounting::MaxIntervalOfIncompleteDays and
PreApplicationModule###AgentTimeAccounting users can be forced to enter
their time sheets.

Solutions:
=> set a proper begin date
=> set a useful TimeAccounting::MaxIntervalOfIncompleteDays
=> de-/activate PreApplicationModule###AgentTimeAccounting


It seems as you are in this situation :-)



regards, Torsten Thau

- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
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Re: [otrs] Compose email on ticket note

[Torsten Thau]

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Hash: SHA1

Hi Theunis,

> Could anyone tell me why the “Compose email” link is not available when
> viewing notes on a ticket?

Notes are intended for internal communication or for communication of
let's say "minor importance" (external notes). Especially in the first
case it's better to write another note and give the ticket to another
agent. This agent can also get an email if you want (e.g.
Ticket::Frontend::AgentTicketNote###InformAgent).


viele Gruesse, Torsten Thau

- --
Torsten Thau, Dipl. Inform.
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Re: [otrs] SessionID Invalid! (1.3)

[Torsten Thau]

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>>> Try looking in otrs/Kernel/Config/Default.pm
>> But never edit Default.pm. If you want to change a default setting,
>> copy it to Config.pm and then set your preference. Or even better:
>> change it through SysConfig if available.
> 
> What would I look for in Defaults.pm?  Thank you.
> 
> 

the same as mentioned above: "SessionCheckRemoteIP". If you find it,
make a similar entry in Config.pm but set the value to "0".



regards, Torsten Thau

- --
Torsten Thau, Dipl. Inform.
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Re: [otrs] SessionID Invalid!

[Torsten Thau]

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Hi Wes,

Wes Plate schrieb:
 > We have OTRS 1.3 installed, is there a way to config OTRS to use
cookies or
> something that will prevent these crazy "SessionID Invalid!" messages?


...maybe you should have a look at the Config.pm/SysConfig-key
"SessionCheckRemoteIP". I don't know if it's already available in 1.3
but your symptoms describe pretty much what this param causes for some
dial-up connections.



regards, Torsten Thau

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Torsten Thau, Dipl. Inform.
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Re: [otrs] Mail loops

[Torsten Thau]

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Hej Lars,

>> you can use a postmaster filter to find out if it's an auto-reply and
>> ignore these mails so that these do not cause a new ticket.
> 
> Yeah, we've been over this on the list before. I would like to get some
> of the auto replies; when people are on vacation it's valid information
> to be entered into the ticket.

...yupp - now I remember, that I've read something like this before :-D
However, it's quite difficult if you don't have any references in the
incoming auto-response-mail. Some dirty approach: one could write a
quite custom postmaster filter which recognizes auto-responses and
simply attaches them to the most recent open or pending ticket with this
customers email-address. If no open or pending ticket is available, the
mail is skipped/ignored.

> But I'll look into creating a postmaster filter to ignore emails coming
> from outside the company and being auto replies.


> By the way, how do I make OTRS ignore an incoming message?

You can set the X-OTRS-Header "X-OTRS-Ignore" to 1 or put it directly
into some "regularly-to-be-vacuumed-queue" - the result is the same :)


regards, Torsten Thau

- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
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Re: [otrs] Mail loops

[Torsten Thau]

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Hash: SHA1

Hej Lars,

Lars Jørgensen schrieb:
> Hi.
> 
> Sometimes it happens that we need to forward a ticket to an external service 
> provider and sometimes they have some kind of auto responder set up saying 
> "thanks for you mail, we'll get back to you whenever".
> 
> This autoreply happens to strip all OTRS information from the mail so it will 
> generate a new ticket in OTRS.
> 
> OTRS then replies with "thanks for your mail, we've created a brand new 
> ticket for you!" and then we have the loop.
> 
> There's some loop detection in SysConfig but it is already enabled and I 
> can't seem to configure anything in it. My solution so far has been to 
> suspend the Postmaster POP3 and log in to the mail server with a Thunderbird 
> client and delete all the "thank you" mail in the mailbox and then restart 
> OTRS.
> 
> Is there a smarter way of avoiding these loops? Can we disable auto-replies 
> for mail not sent from our domain name?

you can use a postmaster filter to find out if it's an auto-reply and
ignore these mails so that these do not cause a new ticket.

regards, Torsten Thau

- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
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Re: [otrs] OTRS error

[Torsten Thau]

-BEGIN PGP SIGNED MESSAGE-
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Hi Sivakumar,

Sivakumar ☺ schrieb:
> Hi,
> 
>  I intrageted OTRS with OPenldap. But i cannot able login, it shows failed,
> 
> please find the log below,
> 
> Jul 12 03:38:07 vistest OTRS-CGI-10[9886]:
> [Error][Kernel::System::Auth::LDAP::A uth][Line:248]: Search failed!
> base='cn=Manager,ou=People,dc=vistest,dc=com', fi
> lter='(memberUid=siva)', Success

...the user was found in the LDAP, but you should check if (s)he is
really member of group 'cn=Manager,ou=People,dc=vistest,dc=com'.


regards, Torsten Thau

- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
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Re: [otrs] Ticket ACL CloseParentAfterClosedChilds

[Torsten Thau]

-BEGIN PGP SIGNED MESSAGE-
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Hi Daniele,

> Can't locate object method "LinkList" via package
> "Kernel::System::LinkObject" at
> /opt/otrs//Kernel/System/Ticket/Acl/CloseParentAfterClosedChilds.pm line
> 67.
>  
> I'm running OTRS 2.2.7 and i use latest version (1.9) of
> CloseParentAfterClosedChilds.pm

OTRS 2.2.7 uses Kernel::System::LinkObject which doesn't provide the
required method. But it can be found in the LinkObject2-package in
Kernel::System::LinkObject2.


> Any idea?
> Why a double slash after /opt/otrs in the error? It is normal?

...this should not cause any problems.


regards, Torsten Thau

- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
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Re: [otrs] the default for [EMAIL PROTECTED]

[Torsten Thau]

-BEGIN PGP SIGNED MESSAGE-
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> I don't know if this applies to OTRS 2.x, but in the 1.3 manual I found
> this:
> 
> http://doc.otrs.org/1.3/en/html/problems-misc.html#PROBLEMS-LOST-OTRS-ROOT-PW
> 
> 
> That'll set the password to "root".

...alternatively you can use /bin/otrs.setPassword to set
whatever password you like.


regards, Torsten Thau

- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
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Re: [otrs] How can I select more than 28 tickets for bulk action?

[Torsten Thau]

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Hi David,

> But, after having a look at that, i didn't find yet why It's not
> possible to select more than 28 tickets :(. Can you give me a key? Whats
> supposed I have to take care?

Sorry, maybe my advice was a little to short. However, at the end of
AgentNavigationBar.dtl file you'll find the code-lines which implement
the HTML-form, which again keeps the ticket ids of the tickets selected
for bulk action. This form can contain only a limited number of ticket ids:

#---8><

  
  
  
  
  
  
  
  
[..skipping these lines..]
  


#---8><

...this is part 1 of the (technical) reason why the number of tickets
used for bulk feature is restricted.

Part 2 can be found in  Kernel::Modules::AgentTicketBulk in sub Run,
which will handle at most 30 bulk ticket ids:

#---8><
foreach (1..30) {
if ($Self->{ParamObject}->GetParam(Param => "TicketID$_")) {
push (
@TicketIDs,
$Self->{ParamObject}->GetParam(Param => "TicketID$_")
);
}
}
#---8><


In order to get bulk action for 100 tickets, you'll need to add the
fields to the "bulk"-HTML-form (part 1) _AND_ extend the loop in sub Run
in Kernel::Modules::AgentTicketBulk to 100 - then it SHOULD work - I
haven't tried it yet.


> In the other hand, I can't use generic agent because 90% of tickets can
> be erased, and it must be done by hand (how can I identify automatically
> important tickest between tons of waste?).

Maybe you'll find a sophisticated search profile which fits your needs.
But this is to specific for a remote advice.

regards, Torsten Thau

- --
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c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
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Re: [otrs] How can I select more than 28 tickets for bulk action?

[Torsten Thau]

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Hi David,

> Does anyone knows wich filed must I modify in order to select all
> available tickets for bulk action?, and then in the bulk action screen

...bulk action is limited to 28 tickets - have a closer look into
AgentNavigationBar.dtl in the form named "bulk" and you'll see why.

However, if you want to do bulk action on a large number of tickets
using a generic agent might be more practicable.

regards, Torsten Thau

- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
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Re: [otrs] Email-ticket vs Phone-ticket

[Torsten Thau]

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Hi there,

>When creating a phone ticket, no e-mail is sent to the customer, and he 
>doesn't 
>know the ticket number for future reference and he is not invited to go
to the
>customer web interface to follow his ticket.

...if you activate "Auto-Responses" for the phone tickets queues, an
auto response email (with the ticket number) is also sent to the customer.



regards, Torsten Thau

- --
Torsten Thau, Dipl. Inform.
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Re: [otrs] Send Email from GenericAgent

[Torsten Thau]

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Hi Daniel,

Shue, Daniel G. schrieb:
> Hi guys, I need a way to Send and email to certain address every time a 
> ticket is created.  
> The GenericAgent is obviously to best way to do this,

A GenericAgents is more like a cron job. Thus there is a better way to
do what you want: you can use a TicketEventHandler on the ticket event
"TicketCreate" or "ArticleCreate".

http://doc.otrs.org/developer/2.2/en/html/x533.html#ticket-module-event

Your difficulties with sending emails: have a look at sub
ArticleSend() in Kernel::System::Ticket::Article - it does pretty much
what you want (if you want to attach this email to the ticket).


regards, Torsten Thau

- --
Torsten Thau, Dipl. Inform.
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Re: [otrs] TimeAccounting

[Torsten Thau]

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

Hi Brendon,

> Some of the support we offer is included in our monthly fee.
> Other support is billed for on a per-minute basis.
> 
> The TimeAccounting module appears (at least from the list archive messages)
> to be exactly what we need.
> 
> So, my questions:
> 
> 1. Do I need this module or is there something already in place that will
> give me access to timesheets?

The TimeAccounting package is a simple "per user time accounting" there
is no relation to any tickets. It is useful if you have projects and
related actions and want to account the time spent on them.

Based on your description my assessment is, that it might be more
practicable for you to use thte ticket-time-accounting and get a custom
statistic or report.



regards, Torsten Thau

- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
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Re: [otrs] Two instances of OTRS

[Torsten Thau]

-BEGIN PGP SIGNED MESSAGE-
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Hi there,

Ike Nnabugwu schrieb:
> I am tasked with implementing two instances of otrs on the same
> box,using the same apache and  database.If this questions has been
> answered,please point me to where I can look it up.If not,I will
> appreciate some pointers.Thanks.
>

...may I ask what do you intend to achieve with this setting? Anyway,
there's no problem in running two or more OTRS in the same apache. But
if the two OTRS-instances really should use the same data base then they
it's quite likely that something will get screwed up:

(1) the two instances have different configuration and probably
different system-ids, but run the same db-generic-agents

(2) both instances use the same mailacounts, but due to different
system-ids instance A will not be able to assign follow-ups for tickets
initially created by instance B (if the ticket number contains the
system id)

(3) if the two instances uses different TicketCounter.logs it may happen
that a ticket number will be generated twice, even though the ticket
number is unique in the data base this will cause a very ugly error

(4) you may install some addon-packages in instance A which are stored
in the data base. however, instance B is not updated an will miss some
files...


If you meant, that the two OTRS instances just use the same DBMS but
different data bases, then it's not a problem at all :).

http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&CategoryID=31&ItemID=289

regards, Torsten Thau

- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
personal pgp-key: 0x93E0A174
fax: +49 371 5347 625
http://www.cape-it.de
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Re: [otrs] Two instances of OTRS

[Torsten Thau]

-BEGIN PGP SIGNED MESSAGE-
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Hi,

Ike Nnabugwu schrieb:
> I am tasked with implementing two instances of otrs on the same 
> box,using the same apache and  database.If this questions has been
> answered,please point me to where I can look it up.If not,I will
> appreciate some pointers.Thanks.
> 

this might be of interest for you:

http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&CategoryID=31&ItemID=289

regards, Torsten Thau

- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
personal pgp-key: 0x93E0A174
fax: +49 371 5347 625
http://www.cape-it.de
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Re: [otrs] index.pl and high cpu usage

[Torsten Thau]

-BEGIN PGP SIGNED MESSAGE-
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Hi there,

> all the perl modules required from checkmodules, some by apt-get, some 
> directly from CPAN
> 
> I've copied the database from the old server to the new one and the run all 
> sql scripts to upgrade the schema from 1.3 to 2.2 from within webmin interface
> 
> I had article storage on FS and I've not copied file yet as it's 30GB of 
> files.
> 

...this _might_ be a reason for the slow performance - have you had a
look in the sys log? The system tries to find the files for the article
data but can't.



regards, Torsten Thau

- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
personal pgp-key: 0x93E0A174
fax: +49 371 5347 625
http://www.cape-it.de
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Re: [otrs] [Fwd: Cron <[EMAIL PROTECTED]> $HOME/bin/PostMasterPOP3.pl >> /dev/null]

[Torsten Thau]

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

Hi,

Shawn Beasley schrieb:
> Dear List:
> 
> I have written an FAQ for this issue.
> 
> https://portal.otrs.com/otrs/index.pl?Action=AgentFAQ&Subaction=View&ItemID=284
> 

I really don't want to be a smartass, but this link is more suitable for
the public:

http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&CategoryID=32&ItemID=284


:-)

regards, Torsten Thau

- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
personal pgp-key: 0x93E0A174
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http://www.cape-it.de
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Re: [otrs] Two instances of OTRS

[Torsten Thau]

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

Hi there,

Ike Nnabugwu schrieb:
> I am tasked with implementing two instances of otrs on the same 
> box,using the same apache and  database.If this questions has been
> answered,please point me to where I can look it up.If not,I will
> appreciate some pointers.Thanks.
>

...may I ask what do you intend to achieve with this setting? Anyway,
there's no problem in running two or more OTRS in the same apache. But
if the two OTRS-instances really should use the same data base then they
it's quite likely that something will get screwed up:

(1) the two instances have different configuration and probably
different system-ids, but run the same db-generic-agents

(2) both instances use the same mailacounts, but due to different
system-ids instance A will not be able to assign follow-ups for tickets
initially created by instance B (if the ticket number contains the
system id)

(3) if the two instances uses different TicketCounter.logs it may happen
that a ticket number will be generated twice, even though the ticket
number is unique in the data base this will cause a very ugly error

(4) you may install some addon-packages in instance A which are stored
in the data base. however, instance B is not updated an will miss some
files...


If you meant, that the two OTRS instances just use the same DBMS but
different data bases, then it's not a problem at all :).


regards, Torsten Thau

- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
personal pgp-key: 0x93E0A174
fax: +49 371 5347 625
http://www.cape-it.de
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Re: [otrs] [Fwd: Cron <[EMAIL PROTECTED]> $HOME/bin/PostMasterPOP3.pl >> /dev/null]

[Torsten Thau]

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

Hi,

>  Traceback (26500): 
>Module: Kernel::System::State::StateGet (v1.20) Line: 206
>Module: Kernel::System::Ticket::StateSet (v1.275.2.15) Line: 4163
>Module: Kernel::System::PostMaster::FollowUp::Run (v1.54) Line: 109
>Module: Kernel::System::PostMaster::Run (v1.65) Line: 292
>Module: main::FetchMail (v1.25) Line: 206
>Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.25) Line: 125
> 
> ERROR: OTRS-PM3-10 Perl: 5.8.5 OS: linux Time: Thu Apr 10 12:50:03 2008
> 
>  Message: Need StateID or State!

...you need to to check your configuration sysconfig key
PostmasterFollowUpState. Apparently the configured state does not exist
(anymore).


viele Gruesse, Torsten Thau

- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
personal pgp-key: 0x93E0A174
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Re: [otrs] Problem install CICS with ITSM

[Torsten Thau]

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Hi,

> when we try to install we have a problem with existing ITSm.

...I should have mentioned that - it's not intended for use with ITSM -
sorry.

regards, Torsten Thau

- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
personal pgp-key: 0x93E0A174
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[otrs] OTRS::CiCS 1.1.7 - OTRS-extension package for download

[Torsten Thau]

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

Hi there,

since there's still no addons.otrs.org  :( I think it's a good idea to
announce the public release for an OTRS-extension here. We call it
"OTRS::Customer Information an Communication System" (in short
"OTRS:CiCS"). It offers some extensions and specializations to the
common OTRS:


NEW FUNCTIONS:

* writable LDAP CustomerBackend

* copy function for customer user entries:
  - useful if you add contact from a already known company
  - UserID/UserLogin is not copied (should be unique)

* FAQ-Workflow:
  - create FAQ-articles from articles
  - the new faq-article is put in category "FAQ-Editorial"
  - group faq_editors gets informed (ticket) about this new faq-article
  - group faq_editors reviews, edits, categorizes and publishes the
new faq-article

* module CustomerHistory:
  - search customer and list recent tickets as known from new ticket
function

* new ticket functions:
  o document links
- attach documents in a web accessible file share to the ticket,
  this avoids attaching the same file in various articles
- no files are attached but links !
  o person links:
- involve other persons (customer users) to a ticket
- helpful if one needs to contact more than one person in a ticket
  o note scratch pad in ticket:
- any agent can leave comments on a ticket without attaching an
  article (and without being the owner)
  o mark article as To-Do:
- articles within a ticket can be marked as "ToDo"
- this flag is personalized
  o article print:
- print only the selected article, not the entire ticket
  o article forward with customer search:
- added the customer user search as known from email-ticket to
  article forward
  o note forward:
- notes may also be forwarded

IMPROVED LAYOUT:

* improved CustomerData presentation
* foldable queue view
* foldable article views in tickets
* themes VerticalNavBar1 and VerticalNavBar2


You'll find this on our web site:

http://www.cape-it.de (via news oder directly in the download area)

After the installation you'll find two new files in :
CHANGES_CiCS and CONFIGURE_CiCS which should be read in order to use all
extensions.

Please send any suggestions for improvement or bug reports to
support(at)cape-it.de or to the otrs-dev-mailinglist. We appreciate any
feedback



regards, Torsten Thau

- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT GmbH - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
personal pgp-key: 0x93E0A174
company pgp-key: 0x292F987D
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http://www.cape-it.de
AG Chemnitz - HRB 23192
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Re: [otrs] OTRS with Windows and PostMasterMailAccount

[Torsten Thau]

-BEGIN PGP SIGNED MESSAGE-
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Hi Ian,

> Our support mail account is POP3S/IMAP on a remotely hosted exchange
> server and I understand that PostMasterMailAccount.pl will enable the
> use of this feature.
> The question is once installed, the otrs.CheckModules script lists
> several packages that I cannot find using PPM (PERL newbie as well).
> Has anyone got this working using the Windows OTRS version, or can
> anyone guide me through how to send/receive email using POP3/IMAP.

...sorry - we haven't tried using this package in a Windows environment
yet. But is it possible to install these additional perl modules by
"perl -MCPAN -e install" instead of ppm - e.g. perl -MCPAN -e "install
Mail::IMAPClient"  (etc.)?



regards, Torsten Thau

- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
personal pgp-key: 0x93E0A174
fax: +49 371 5347 625
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Re: [otrs] Hello World

[Torsten Thau]

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Hi Steve,


Steve Morrey schrieb:
> Howdy everyone,
> 
> Kind of new to OTRS and figured I'ld drop a line and say hello.
> By the way does OTRS have any forums?

...there is at least one forum - unfortunatly it's in German
(www.otrs-forum.de). But this mailinglist is much faster and more
comfortable :)


regards, Torsten Thau

- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
personal pgp-key: 0x93E0A174
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Re: [otrs] What is the difference between OPEN and NEW state?

[Torsten Thau]

-BEGIN PGP SIGNED MESSAGE-
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BCWINFO schrieb:
> So, if I (an agent) use OTRS interface to create a ticket (e-mail
> ticket, phone ticket, doesn't mind), its state will be OPEN. However, if
> ticket comes into OTRS by a customer, then, its state will be NEW. Right?
> 

...yes - that's the default behaviour.


regards, Torsten Thau

- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
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Re: [otrs] Ticket updates to groups

[Torsten Thau]

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Hi Henti,

>> ...you could write a TicketEvent-Handler which does this. There might be
>> some side effects e.g. agents may get more notifications if the
>> subscribed to this queue ("My Queues") and have the "Follow up
>> notification" enabled.
>>   
> 
> outside of adding code to the base system I'm assuming there is no way
> to handle this kind of situation ?
> 

...you could add each queue to each agents "My Queues" and activated the
 "Follow Up Notification". But this (1) is some sort of "signing up" and
(2) will inform the agents only if there are new follow-up-mails to a
ticket. I understood that you also want to let the agents know about
phone calls or notes. So _AFAIK_ there is no way besides adding some code.


regards, Torsten Thau

- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
personal pgp-key: 0x93E0A174
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Re: [otrs] Ticket updates to groups

[Torsten Thau]

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

Hi Henti,


Henti Smith schrieb:
> hi there,
> 
> We're trying to find a clean way of keeping people in a group updated on
> tickets globally. The basic scenario is :
> 
> We have a support department with a number of staff. as a support ticket
> comes in all in the group should get the message about a new ticket,
> however we need to send updates to the ticket to all in the group as
> well for. My initial investigations pointed at the Watcher function, but
> this requires you to subscribe. We are looking for a solution that will 
> automatically send all ticker information to all users in a group
> without subscribing or unsubscribing.
> 
> does anybody have an ideas ?

...you could write a TicketEvent-Handler which does this. There might be
some side effects e.g. agents may get more notifications if the
subscribed to this queue ("My Queues") and have the "Follow up
notification" enabled.


see
http://doc.otrs.org/developer/2.2/en/html/x533.html#ticket-module-event
for more information

regards, Torsten Thau

- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
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Re: [otrs] Priority Change

[Torsten Thau]

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

Hi there,

Aleem Mohamed schrieb:
> Hello! Is there any way to change the priority settings to allow me to
> change the priority of a ticket WITHOUT having to give a reason for the
> change?


...go to SysConfig and search for
"Ticket::Frontend::AgentTicketPriority###Note" setting this to "No" and
you've got what you want.



regards, Torsten Thau

- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
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Re: [otrs] Faq articles don't show

[Torsten Thau]

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

Hi there,


Manuel Fernandez schrieb:

> I have some trouble with the faq module. I can add and edit articles,
> but only it is showing the articles in the history screen.
>  
> If I search any article, even using the id, the system doesn't show
> anything.
>  
> where is the problem?
>  
> My system:
>  
> OTRS 2.1.7
> FAQ 1.0.18

...do you use PostgreSQL (or any non-mysql DBMS)? If so this is probably
the reason. There is a bug in Kernel::System::FAQ (which still exists in
version 1.2.5). There are already a few bugzilla entries:

http://bugs.otrs.org/show_bug.cgi?id=1421
http://bugs.otrs.org/show_bug.cgi?id=1775
http://bugs.otrs.org/show_bug.cgi?id=2324

However, this is what's wrong here...

#current version...
my $SQL = "SELECT i.id, count( v.item_id ) votes, avg( v.rate ) vrate".

#version from FAQ-1.0.18
my $SQL = "SELECT i.id, count( v.item_id ) votes, avg( v.rate ) result"


...which is not proper SQL (but works in mySQL) - either you remove
"votes"/"vrate"/"result" or you add an " AS ":

#current version...
my $SQL = "SELECT i.id, count( v.item_id ) AS votes, avg( v.rate ) AS
vrate".

#version from FAQ-1.0.18
my $SQL = "SELECT i.id, count( v.item_id ) AS votes, avg( v.rate ) AS
result"



regards, Torsten Thau


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Re: [otrs] TimeAccounting and Tickets.

[Torsten Thau]

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Hi Alan,

Alan Norton schrieb:
> I was wondering, is there an easy way to link a Ticket to a Project
> setup in the Time Accounting Module? I hoping there is an easier way to
> link the two, other then changing the underlining code for each module. 

Sorry, but there is no easier way to link tickets to projects yet.


regards, Torsten Thau

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Re: [otrs] Time Accounting: How to make months start on 15th day instead of 1st Day?

[Torsten Thau]

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Hi Daniel,


Daniel "Stonegate" Fischer schrieb:

> How is it possible to make the module reset all times on 15th of each
> month instead of 1st Day of a month?

There's no config option or something like that. This is not possible
without modifying the code. So you probably need a custom made
timeaccounting package.


regards, Torsten Thau

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Re: [otrs] (no subject)

[Torsten Thau]

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Hi there,

Maurice James Ny schrieb:
> Does this act as some sort of ticket reindexing. I deleted a number of
> tickets in the past, does this clean up the database?

...no it does not (if you refer to something like vacuum or some other
db-own cleanup). It just updates the ticket_index table.


regards, Torsten Thau

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Re: [otrs] (no subject)

[Torsten Thau]

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Maurice James Ny schrieb:
> What is /opt/otrs/bin/RebuildTicketIndex.pl used for?
> 
> 

...if you use Ticket::IndexModule = "StaticDB", this script rebuilds
(updates) a table which is used instead of querying numbers of open
tickets per queue etc. life from the db. See the SysConfig-area for more
information.


regards, Torsten Thau

- --
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c.a.p.e. IT GmbH - Annaberger Str. 240 - D-09125 Chemnitz
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Re: [otrs] Frequent "SessionID is invalid!!!" messages

[Torsten Thau]

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Hi Miguel,


Miguel Dias schrieb:
> I'm having constantly the "SessionID is invalid!!!" and that happens
> randomly there is no action or time limit to hapen.
> Can just anyone help me?

...search for "SessionCheckRemoteIP" in the SysConfig (Framework ->
Core::Session) - it might be necessary to disabled it. I faced the very
same problem (well at least the symptom) a while ago.


regards, Torsten Thau

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phone: +49 371 5347 623
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Re: RE : Re: [otrs] Need help to create a custom field

[Torsten Thau]

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Hi Tahar,

Tahar schrieb:
> Hi,
> 
> Thank you for answering me, but I didn't know how to user freetext
> field, and add something custom, can you tell me how to do that ?

...go to the SysConfig and search for "Core::TicketFreeText" - I think
the description there is quite self explaining.


regards, Torsten Thau


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Torsten Thau, Dipl. Inform.
c.a.p.e. IT GmbH - Annaberger Str. 240 - D-09125 Chemnitz
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Re: [otrs] Need help to create a custom field

[Torsten Thau]

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Hi there,

Tahar schrieb:
> Hello,
> 
> Anyone can tell me how to add a custom field on submitting a new ticket
> ? I would  add a new menu field on the page CustomerTicketMessage and
> insert that field on the database.
> 
> I tried to find where insertion is done on the pm files, but I didn't
> undestand how this is done.
> 
> I give an example on new ticket page I have 3 fields
> 
> To :
> Subject :
> Text :
> 
> I would to have this
> 
> To :
> Ref :
> Subject:
> Text:
> 
> When ticket is submitted all fields are inserted into the database and
> extracted later.

...why don't you use a freetext field for this?


regards, Torsten Thau

- --
Torsten Thau, Dipl. Inform.
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Re: [otrs] newbie question about Time Accounting

[Torsten Thau]

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Hi Alan,

 > Clicked on TimeAccounting, get Edit Time Account Preference.
> 
> Added two Actions, Start and Stop, (not quite sure the Action is for, so
> I figured I play a little.
> 
> Clicked on the User and clicked submit.
> 
> But I not see anything really happing.
> 
> Under the ProjectSetting, I added a project called Reports
> 
> I’m just not seeing where this module is working.  Any, and I do mean
> any help would be so helpful.


So the user who's supposed to use the time_accounting does have a valid
time_accounting entry (current date is between start date and end date)
 and has at least ro-access to the time_accounting group?

These are the steps to get the time_accounting running:

(1) assign access rights of group time_accounting to users

(2) create actions - these are short descriptions of what may be done in
a project, like "support", "development", "meeting" etc.

(3) create user settings for each user who should use time_accounting:
=> select the user in the drop-down list an hit "New"
=> configure the user entry (start-/end-date, leave days, weekly
   working hours, validity, overtime from a recent time account

(4) create projects (name, description and validity)


Now the user should see the time-accounting module in her/his navigation
bar and be able to record his work.


Just in case there is a bug - which OTRS-version and DB do you use?


regards, Torsten Thau

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Re: [otrs] ignoring email messages

[Torsten Thau]

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Hi Thomas,

Thomas Wouters schrieb:
> Hi all,
> 
> for some reason, my otrs is ignoring messages form a host/domain (not
> sure) problem is that I can’t find any message rule or what so ever.
> 
> I do not have any ignore messages settings at all!
> 
> 
> Jan 9 02:06:02 SIJN-Q02 OTRS-PM3-1[7949]:
> [Notice][Kernel::System::PostMaster::Filter::Match::Run] Set param
> 'X-OTRS-Ignore' to 'yes' (Message-ID: <[EMAIL PROTECTED]>)
> Jan 9 02:06:02 SIJN-Q02 OTRS-PM3-1[7949]:
> [Notice][Kernel::System::PostMaster::Run] Ignored Email (From: Thomas
> Wouters <[EMAIL PROTECTED]>, Message-ID: <[EMAIL PROTECTED]>)
> because the X-OTRS-Ignore is set (X-OTRS-Ignore: yes).
> 
> The weird thing is that this only happens with messages from
> [EMAIL PROTECTED] (did not try it with other .sk domains) but all other
> traffic/sites acts and work normal!
> 
> 
> Could any one of you do some suggestions where to look?


...just an idea: maybe someone activated the
"PostMaster::PreFilterModule###1-Match" accidentally? Check the
SysConfig for this key to learn more.


regards, Torsten Thau

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Re: [otrs] CSV reports

[Torsten Thau]

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Hi Maurice,

Maurice James Ny schrieb:
> Has any one noticed that any reports that you try to generate in CSV
> format never come out correctly because data is separated by ; (semi
> colon) instead of , (comma) . Does anyone have a fix for this?

...unfortunately there's no CSV-separator config param (yet). So you
find the code in Kernel::System::CSV (sub Array2CSV). In version
1.10.2.1 the following two lines 'are responsible' for the semicolon:

106:$Output .= "\"$Entry\";";
121:$Output .= "\"$Content\";";



regards, Torsten Thau

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Re: [otrs] Multiple system interaction

[Torsten Thau]

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Hi Maurice,

> 200710051226 system ID is 12). I would create a ticket in one system and
> send an email to the other system through composing an email from the
> ticket itself. This would create a new ticket on the other system. (All
> is well).
> 
> When I tried to respond to the originating system from the newly
> generated ticket, instead of appending the original ticket it would
> create a new ticket. I found that system ID served no purpose. I had to
> completely change the ticket hook from Ticket# to something like
> NYTicket# 20071005102127 and LATicket# 200710051226. Only after this
> change could I append tickets back and forth between both systems. If

IMO, this is because the postmaster looks for the first occurence of the
ticket hook and takes the following number to look for in the database.
Since this is probably the ticket number from the other system, it
creates a new ticket.

> any one knows of a better more efficient way to have multiple systems
> interact with each other, please feel free to lay it out
> 

...a more appropiate and useful way would be the implementation of a
real interface between two (or even many) OTRS-instances. You could use
ticket events to identify which changes or actions on tickets should be
copied/transfered to the other system(s) => you don't need to send
email-answers. The actual transfer could happen via the rpc-interface or
by sending encrypted emails. Then the destination system(s) would need a
corresponding postmaster filter, which does the information handling. I
implemented such an interface a while ago for v2.04 - it worked quite well.


regards & a happy new year Torsten Thau

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Re: [otrs] Adding users to otrs db after ldap auth

[Torsten Thau]

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Abhinav Modi schrieb:

> We want to set up OTRS such that when a NEW USER logs in first time
> using some ldap credentials, he/she is automatically added to the OTRS
> database as a user.
> 
> Is this possible ? Any pointers on how to do this ?

RTFM:

http://doc.otrs.org/2.2/en/html/x1643.html

:)


regards, Torsten Thau

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Re: [otrs] Nils ------->syncuser_csv2otrs.pl

[Torsten Thau]

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Maurice James Ny schrieb:
> I will try to get that error to you tomorrow. I haven't made any

...it'd be helpful if you added your customer mapping/configuration as well.

> modifications to my database so the default script (syncuser_csv2otrs.pl) to
> add agents work fine. We have about 5000 users and I currently have only
> about 300 in the system by way of hand jamming each one at a time. The only
> reason I don't use LDAP is because we use PKI to for authentication and I
> have no idea how to implement this. If I can get your script to work just
> like syncuser_csv2otrs.pl does out of the box it will save me about 10 more
> grey hairs.

...it did the same to me :).


regards, Torsten Thau

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Re: [otrs] Nils ------->syncuser_csv2otrs.pl

[Torsten Thau]

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Maurice James Ny schrieb:
> What kind of modifications did you make to this file? Its giving me errors.
> Do you think that you will be able to strip your extra mods out and just
> leave to where it updates the customer database? 
>

(1) What errors do you get exactly ?


(2) Of course you probably need to do some modifications, for your
customer attributes:

First: you have to define the colum index for the customer user
attributes, which are available in your cvs (lines 28 and following).

Second: uncomment/add/modify lines which contain attributes that you
do(n't) need or which are named differently in your customer mapping in
the following statements:

$CommonObject{CustomerUserObject}->CustomerUserUpdate(
...and...
$CustomerUserData{UserID} =
$CommonObject{CustomerUserObject}->CustomerUserAdd(


...maybe I forgot to mention that this script is very simple and works
only with one customer user data backend.


regards, Torsten Thau

- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
personal pgp-key: 0x93E0A174
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http://www.cape-it.de
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Re: [otrs] Nils ------->syncuser_csv2otrs.pl

[Torsten Thau]

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Hi Maurice,

Maurice James Ny schrieb:
> Your system is very nice. Can you sum up what you have done different from
> the original install? What have you added?


...thanks a lot. Unfortunately, it's not that easy. Since we haven't
changed only the layout but also added and modified some core
functionalities the list of files is quite long - approximately 120
files, including the layout. Furthermore it's currently based on 2.1.7
as you may have noticed. But we're currently thinking about releasing
these changes as an opm-package in spring 2008.



regards, Torsten Thau

- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
personal pgp-key: 0x93E0A174
fax: +49 371 5347 625
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Re: [otrs] Nils ------->syncuser_csv2otrs.pl

[Torsten Thau]

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Hi Maurice,

Maurice James Ny schrieb:
> He Nils I saw your name in this file syncuser_csv2otrs.pl it might be
> coincidence, but do you know how to get this file to work for customer
> users and not just agents? This will be a great help if anyone knows how.

maybe this is of help for you...

http://www.cape-it.de/download/synccustomeruser_csv2otrs.pl.gz

...any feedback is welcome.


regards, Torsten Thau

- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
personal pgp-key: 0x93E0A174
fax: +49 371 5347 625
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Re: [otrs] RE: Time-Accountig

[Torsten Thau]

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Maurice James Ny schrieb:
> Are there any plans to merge the functionality with tickets?

...sorry for the delay. There are no such plans (yet). Do you have any
special/certain idea how to merge these two functionalities?

regards, Torsten Thau

- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
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Re: [otrs] Getting emails from a Gmail account

[Torsten Thau]

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[EMAIL PROTECTED] schrieb:
> We would like to get emails into Otrs from a Gmail account, but are
> having hard times and no success.
> 
> Is there please a simple primer on how to accomplish the task?
> 
> It seems that extra parameters are to be set (example: port 665):
> where are the settings, please?
> Does anybody have any experience about it?
> 
> Thank you!
> Luigi
> ___
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> 


Hi Luigi,

...alternatively to waiting for bug to be fixed (which is more an
enhancement request than a bug) you can use our
PortMasterMailAccount-PAckage which allows you to access POP3(S) and
IMAP(S). There are a few more config options than in the common
OTRS-Postmaster e.g. the port.

You find the package here:

http://www.cape-it.de/download/Postmaster%20Mail%20Account-0.1.1.opm

...and some helpful documentation is here:

https://support.cape-it.de/helpdesk/public.pl?Action=PublicFAQ&CategoryID=4&ItemID=2


PLEASE report any errors (or appreciation :)) to [EMAIL PROTECTED] - thanx.


regards, Torsten Thau

- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
personal pgp-key: 0x93E0A174
fax: +49 371 5347 625
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Re: [otrs] RE: Time-Accountig

[Torsten Thau]

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Hi there,

Agim Cami schrieb:
> Before installing Time accounting into my otrs platform I would like to
> know what are main features of the module.
> In what case this module can bee useful? 

The TimeAccounting module has nothing to do with the time-accounting
that's already available in OTRS. Latter is used to calculate the
working time which is spent on a ticket.

The TimeAccounting module is used for project-/agent-oriented working
time accounting. The agent can enter his/her working time and on which
project (s)he has spent the time. In the overview section the allowed
user can see the total time that's been spent on a project or on a
special action within a project. In future releases there will be some
pdf-printing functions ...whenever I'll find some time to insert it...

Anyway - you can install the package and have a look at it. If it's not
what you need, you still can uninstall it.


regards, Torsten Thau

- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
personal pgp-key: 0x93E0A174
fax: +49 371 5347 625
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Re: [otrs] Time-Accountig

[Torsten Thau]

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Hi there,

> Yes i’m searching too a document about it.

...AFAIK there's no written documentation about it (yet). But it's an
idea for further development or another chapter in the yet unwritten
OTRS-user documentation. Do you have any  specific questions regarding
time accounting?


regards, Torsten Thau

- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
personal pgp-key: 0x93E0A174
fax: +49 371 5347 625
http://www.cape-it.de
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Re: [otrs] cant get emails to go into otrs

[Torsten Thau]

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DataForce CRM schrieb:
> I have read the documentation and set up my mail server and the pop 3 in 
> otrs. I just can not get emails into OTRS. 
> 
> Is there a mail server that OTRS uses on the OTRS server that I can check to 
> see if running? 
> 
> Can someone suggest checkpoints I can go over to see where I went wrong? 
> 
> Thank you. 

In order to check this, please run...

/bin/PostMasterPOP3.pl

...in the command line and tell what happens.


regards, Torsten Thau

- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
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Re: [otrs] How to Hide Ticket Number in E-mail Subject

[Torsten Thau]

-BEGIN PGP SIGNED MESSAGE-
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Harry Cruz schrieb:
> Hello, you all!
> 
> I'd like to know if there's a way to hide the ticket number from the
> customer. I've been facing some problems here. The customers sometime
> delete OTRS messages because they think it's some kind of virus! :P

...cool :-D

> [Ticket#1010015550145]. Is there a way to avoid it? For example
> attaching the ticket number in a specific header within the response
> 
> Any help is appreciated.

...just my 2 cents... The ticket subject is build in
Kernel::System::Ticket - sub TicketSubjectBuild.

In a first approach we removed the ticket number completely from the
subject and put it in the signature (). But it
proved better to keep the ticket number in the subject and just put it
at the end - for the customers the viruses where everywhere ;-)

regards, Torsten Thau

- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
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Re: [otrs] Lock conditions

[Torsten Thau]

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Hi Julien,


> What are the conditions that do a ticket to be locked?

...there are several condition keys in the SysConfig, e.g.

Ticket::Frontend::AgentTicketClose###RequiredLock
Ticket::Frontend::AgentTicketCompose###RequiredLock
Ticket::Frontend::AgentTicketNote###RequiredLock

...etc. there you can define if an action (add note, compose email, ...)
requires a ticket lock. If set to 'yes' the ticket is automatically
locked by the user who does this action - if the ticket isn't locked yet.


regards, Torsten Thau

- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
personal pgp-key: 0x93E0A174
fax: +49 371 5347 625
http://www.cape-it.de
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Re: [otrs] Assigning customers to companies via ldap

[Torsten Thau]

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Hi Greg,


Baker, Greg schrieb:
> Okay, this makes sense to me..
> 
> Now my problem seems to be in Active Directory I have no idea how to get the 
> OU of a person.  There seems to be no OU attribute stored for each user.  The 
> OU is a part of the user's DN, but I doubt I can access just that section of 
> the DN using a simple config option.
> 
> Anyone know of an easy way to do this?  Is there some kind of specially 
> constructed ldap query that would return what I need?

...try attribute 'department' - it was the 'OU' in my latest
AD-experience :).


regards, Torsten Thau

- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
personal pgp-key: 0x93E0A174
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Re: [otrs] Re: Stats reports ? (Gabriele D'Andrea)

[Torsten Thau]

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Agim Cami schrieb:
> This SQL query must be applied into SQL box under Admin?
> 

...you can also write your own static stats module and apply the SQL
statement there.

http://doc.otrs.org/developer/2.2/en/html/x489.html#static-stats


regards, Torsten Thau

- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
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Re: [otrs] error creating ticket from POP3 account

[Torsten Thau]

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Hej Peter,

Peter Hoogkamer schrieb:
> Hi,
> 
> I have run the SELECT query on database otrs and this is the result:
> 
> mysql> SELECT id,name,valid_id FROM ticket_priority;
> ++-+--+
> | id | name| valid_id |
> ++-+--+
> |  1 | 1 heel laag |1 |
> |  2 | 2 laag  |1 |
> |  3 | 3 normaal   |1 |
> |  4 | 4 hoog  |1 |
> |  5 | 5 heel hoog |1 |
> ++-+--+
> 5 rows in set (0.00 sec)
> 
> mysql>

...okay - here we go. Did you rename/translate the priorities directly
in the data base? That's not really a good idea, since this is the
reason why your postmaster can not find the default priority '3 normal'.

So if you want your postmaster running again you should (1) set the
normal priority names or (2) replace the default priority in your
sysconfig, e.g. Ticket -> Core::PostMaster PostmasterDefaultPriority.
BUT there are quite many entries which may contain default priority
(just utilize the search function in the sys config), therefore most
practical solution is (1) and let the translation be done by the
language module.

regards, Torsten Thau

- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
personal pgp-key: 0x93E0A174
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Re: [otrs] error creating ticket from POP3 account

[Torsten Thau]

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Peter Hoogkamer schrieb:

> I think I have checked that but will look there to be sure. What's the
> deal here?? I think the popmasterpop3 retrieves the email from the box
> and get its information from the email for filling the entries of the
> mysql database. There will be an insert query to insert the ticket
> into the database, but somehow in between there will be no data given
> for the priority field. Which would be a default of 3. But where does

well, apparently the default priority is known, but there seems to be no
 corresponding entry in the DB.

> OTRS gets it default values when creating a ticket from?? I think that
> the error will be there somewhere. I am not a programmer so I am not
> sure if it could be a bug or something.
> Does somebody have tips for debugging this stuff??


Can you access the database and let us know what the result of the
following query is:

SELECT id, name, valid_id FROM ticket_priority;



regards, Torsten Thau

- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
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Re: [otrs] Changing Subject

[Torsten Thau]

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

Hi there,

Kamal schrieb:
> Dear Nils,
> 
>> AFAIK OTRS needs the ticket number in the subject to be able to keep
> track of what ticket the message belongs to.
> 
> The problem is that it not only appends the TT number, but it appends it
> at the beginning of the subject. Is there way to force the "Re:
> [Ticket#200710241039]" to be inserted at the end of the subject (or
> in any place for that matter)?
> 
>> What exactly don't they accept?
> They don't accept except THEIR TT number to be at the beginning. I have
> no idea what system they use.


...you can go to Kernel::System::Ticket.pm and change the order of
TT-number and subject in method TicketSubjectBuild. After doing that,
the relevant lines should look like this:

if ($Param{Type} && $Param{Type} eq 'New') {
   $Subject = $Subject.
  " [$TicketHook$TicketHookDivider$Param{TicketNumber}]";
}
else {
   $Subject = $TicketSubjectRe.": ".$Subject.
      " [$TicketHook$TicketHookDivider$Param{TicketNumber}]";
}


regards, Torsten Thau

- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
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Re: [otrs] Can users (agents) work with OTRS by email?

[Torsten Thau]

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Oleg Polovinkin schrieb:
> Nils Breunese (Lemonbit) wrote:
>> Oleg Polovinkin wrote:
>>
>>> Hmmm... Can't understand, why not look at user base, if email of
>>> sender is agent
>>> email?..
>> In our setup we have e-mail addresses that belong to both agents and
>> 'customers'. Of course it is not impossible to have a system work like
>> you are requesting, but currently OTRS does not support this workflow
>> AFAIK.

Indeed, I was missing this feature as well sometimes. But, besides the
fact that the desired functionality [*] is not implemented yet, how does
one decide in which role (agent or customer) someone replied when you
have "agents can be customers" enabled and the e-mail addresses are
identical?


regards, Torsten Thau

- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
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Re: [otrs] error creating ticket from POP3 account

[Torsten Thau]

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Peter Hoogkamer schrieb:
> Hello everybody,
> 
> Since a few days I am not able to create a ticket from email picked up
> by the POP3 account. When I execute POP3Master.pl it says that it
> cannot handle a ticket priority of NULL and cannot create the entry in
> the database.
> 
> I think the solution will be to set a default priority of 3 for
> tickets that are created from mail. But I cannot seem to find where to
> configure this.

You can do this in a postmaster filter, but the actual problem is: where
did your "priority 3" go? Ist it still available in the admin-area under
priorities?


regards, Torsten Thau

- --
Torsten Thau, Dipl. Inform.
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cell: +49 176 66 680 680
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Re: [otrs] What is more faster for otrs: MySQL or PostgreSQL

[Torsten Thau]

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Rodriguez Garcia, Jose Luis schrieb:
> 
> I am doing the installation of a otrs server on a Solaris box, and I
> will like to know what is the faster of these dabase servers for OTRS:
> MySQL or PostgreSQL.
> 

...you may produce some flame war with this question ;-). Anyway, due to
the many parameters, it's not possible to answer this question reliably.
  If data integrity is most important for you PostgreSQL should be the
choice rather than MySQL.

http://sql-info.de/mysql/gotchas.html

Yes, there's a list for postgres too (but it's not that extensive)...

http://sql-info.de/postgresql/postgres-gotchas.html


Anyway, this report is very interesting and contains some numbers and facts:

http://tweakers.net/reviews/657/6



regards, Torsten Thau

- --
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Re: [otrs] How to use MS Exchange server for POP3 mailbox

[Torsten Thau]

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Hi there,

Deepak Chopra(MIND) schrieb:
> Thanks, required help in English language. And also ./PostMasterPOP3.pl is 
> not working. It is not downloading any mails from exchange server.
> 
> Regards
> Deepak chopra

/bin/PostMasterMailAccount.pl is the executable which does
the actual work :)

maybe this helps...

https://support.cape-it.de/helpdesk/public.pl?Action=PublicFAQ&CategoryID=4&ItemID=2


regards, Torsten Thau

- --
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Re: [otrs] How to use MS Exchange server for POP3 mailbox

[Torsten Thau]

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Hi Richard,

Richard Hinkamp - BeSite schrieb:

> What is the difference between the default PostMasterPOP3 and this
> package? 

The package supports the configuration of IMAP(S) and POP3(S) accounts
in the  OTRS-GUI (admin area), without accessing the OS-level.


>What are it's advantages? 

=> appart from configuring the cron job, you don't need to go to the
console to configure a new IMAP-account

=> supports POP3 and IMAP via SSL

>Is it going to be in included in the
> a future OTRS version by default?

...good question - maybe after it proofed to run reliably :). OK - we've
been using it now for almost one year. So far we've not encountered any
problems.


regards, Torsten Thau

- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
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Re: [otrs] POP3 SSL

[Torsten Thau]

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Mitchell Vincent schrieb:
> Is there any documentation on setting up OTRS to check a POP3 account
> over an SSL connection?
> 
> I've seen it mentioned a few times on-list that this feature might be
> in OTRS already, or planned for the near future. Can anyone confirm
> that?
> 
> Thanks!
> 


Hi Mitchell,

this might be of interest for you:

http://www.cape-it.de/download/Postmaster%20Mail%20Account-0.1.1.opm
http://www.cape-it.de/download/Postmaster%20Mail%20Account-0.1.1.opm.gz


...the postmaster-mailaccount-package (PMMA) supports IMAP(S) and
POP3(S). It's intended to be used in the same way as the common
postmaster module. A cron job template is included as well. After
installation you'll find an additional entry in the admin area, where
you can configure your mail servers.

However, PMMA requires some additional CPAN-modules. Therefore the
script otrs.checkModules is replaced. It's gonna tell you which modules
are missing. In a previous version those modules where included but
somehow this approach didn't work on every OS so I removed them again.

Please feel free to give any response about possible bugs and missing
features. See also:

http://www.mail-archive.com/dev%40otrs.org/msg01584.html

regards, Torsten Thau

- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
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Re: AW: [otrs] Database replication

[Torsten Thau]

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Hi Thorsten,

I suppose that every location has it's very own OTRS? You actually just
need to share relevant tickets, e.g. those which have to be processed in
another OTRS-instance, as well as successfully closed tickets and
(maybe) FAQ-Entries.

We built a quite similiar solution where we interfaced two
OTRS-instances and implemented an OTRS-ticket process across multiple
OTRS-instances. The first instance was used for entering and storing
test protocols. The second instance was an established OTRS for 'common'
ticket processing. The negative test protocols caused were transmitted
and processed as trouble tickets in the second instance.

For almost the similar reasons as mentioned by you (DMZ, firewalls,
slow/unreliable connection) and due to the fact that there's no time
aspect in transmitting those 'transfer-tickets' the systems where
interfaced by encrypted, signed and structured emails. The
interlink-protocol ensured that there were no losses.

The solution worked quite well and we've plans to extend this solution
to a more general and decentralized, non-master-slave approach. If this
solution aroused your interest, please feel free to contact me.


regards, Torsten Thau

- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
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Re: [otrs] change colors for ticket priority

[Torsten Thau]

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Hello Gabriele,


> how do I change the default colours for highlighting tickets based on
> priority?
> i.e. Tickets with high priority are showed in red, where do I link
> colors and priorities?

otrs/Kernel/Output/HTML/Standard/css.dtl

lines starting with .PriorityID-

regards, Torsten Thau

- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
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Re: [otrs] Custom stats / report?

[Torsten Thau]

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Hi Mike,

> is it possible to generate a report which will sum the hours (or time
> units) spent on
> each customer in the last month? Or between a start and end date?
> I'd like to use this for accounting purposes to know how much to bill
> customers each
> month.

...e.g. you can write an own static stats module which retrieves this
information by SQL - it's not a big deal.


regards, Torsten Thau

- --
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Re: [otrs] FAQ module for OTRS 2.2

[Torsten Thau]

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Jesús M. Navarro schrieb:
> Hi, Simon:
> 
> El Miércoles, 27 de Junio de 2007 10:10, Simon Bierbaum escribió:
>> Hello list,
>>
>> I have OTRS 2.2.0 rc1 and tried to install the FAQ package (1.0.18).
>> The package manager complained:
>>
>> "Message: Sorry, can't install package, because the framework version
>> required by the package (2.1.x) does not match your Framework (2.2.0
>> rc1)!!"
>>
>> Are there any plans to make the FAQ module available for OTRS 2.2?
> 
> Add a "me too" here.  It seems that FAQ does run on OTRS 2.2 since live demo 
> has it.  But where we can get it!?


..the quick and dirty solution appart from waiting for a clean FAQ for
OTRS2.2 package is to download FAQ-1.0.18.opm to your system and add the
line...

2.2.x

...respectively change 2.1.x to 2.2.x. Then you may install and use it
on OTRS 2.2.

regards, Torsten Thau

- --
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c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
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Re: [otrs] NewTicketReject.pm

[Torsten Thau]

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Hi,

Maurice James Ny schrieb:
> What is NewTicketReject.pm used for? Its located in
> /opt/otrs/Kernel/System/Filter/
> How do I use it?

search for it in SysConfig and you'll probably find an entry in Ticket
- -> Core::PostMaster:

"PostMaster::PreFilterModule###3-NewTicketReject:
Block all incoming emails without valid ticket number in subject with
From: @example.com address."

bye, Torsten Thau

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Re: [otrs] SpamAssassin, OTRS, and Filtering...

[Torsten Thau]

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Hi Jeff,


Jeff Shepherd schrieb:

> Header 1: SubjectValue: ***SPAM***(.*)
> 
> But this returns "invalid" for the value.  

...yes, you're right - I should have copy-pasted it rather than typed...

Header 1: SubjectValue: \*\*\*SPAM\*\*\*(.*)

...now, this works :)



regards, Torsten Thau

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Re: [otrs] SpamAssassin, OTRS, and Filtering...

[Torsten Thau]

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Hi Jeff,


> I have SpamAssassin on my mail server. Anything that scores a 6.0 or
> higher is flagged as spam and "***SPAM***" gets added to the beginning
> of the subject line.  I have tried numerous filtering techniques,
> including keeping a mail client (such as Thunderbird or MacMail) open to
> help take out the spam before OTRS gets it. This, while it has helped,
> can't possibly be the solution, I've got to be missing something.
> 
> Right now, my Generic Agent filter for spam is as follows:
> 
> If:
> Subject = [SPAM]
> X-Spam-Flag = Yes
> X-Spam-Status = Yes
> 
> Then:
> X-OTRS-Ignore = Trash

...shouldn't X-OTRS-Ignore be set to 'yes' - more like this:

X-OTRS-Ignore => 'yes',

...-just an idea. Anyway, have you tried to create a PostMaster filter
in the admin-area (webinterface), it's more comfortable and should suite
your requirement. I have a similar situation the filter setting looks
like this:

Match:
Header 1: Subject   Value: ***SPAM***(.*)

Set:
Header 1: X-OTRS-Queue  Value: Junk
...or to stick with your example...
Header 1: X-OTRS-Ignore Value: yes



regards, Torsten Thau

- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
pgp-key: 0x292F987D
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Re: [otrs] Notfication email

[Torsten Thau]

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Hi Emily,


Emily Flynn schrieb:

> I?m having a problem with our system (2.1.7) in that when a new ticket
> gets issued by a customer, I don?t receive a notification email.  I have
> the boxed ticked in the user management console that should make me
> receive a mail, but I don?t.  I receive mails if a ticket is altered,
> and also an admin notification mail will reach me no problem.  It?s only
> when a new ticket gets issued that I?m not receiving mail, and that?s
> the most important mail of all!

what exactly do you mean by "altered". However, there're several
notification types in the agent preferences:

[New ticket notification]
[Move notification]
[Follow up notification]
[Ticket lock timeout notification]

...have you checked the "new" notification and the queue is in your "My
Queues"?


regards, Torsten Thau

- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
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cell: +49 176 66 680 680
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Re: [otrs] Can't access to the TimeAccounting package

[Torsten Thau]

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Torsten Thau schrieb:

>>>> Today we started installing aditional packages. We installed the
>>>> Timetracking, 
> 
> 
> so did I (TimeAccounting 1.0.1) and so far I've encountered some trouble
> with the time accounting package. It appears that there are some bugs in
> Kernel::System::TimeAccounting. 

...I'm sorry for the premature posting, I was just fixing the symptoms
not the actual reason. In order to avoid redundancy, a link:

http://www.mail-archive.com/dev%40otrs.org/msg01547.html


regards, Torsten Thau

- --
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c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
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Re: [otrs] Can't access to the TimeAccounting package

[Torsten Thau]

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Hi there,

Alexander Scholler schrieb:

>> Today we started installing aditional packages. We installed the
>> Timetracking, 


so did I (TimeAccounting 1.0.1) and so far I've encountered some trouble
with the time accounting package. It appears that there are some bugs in
Kernel::System::TimeAccounting. For instance:

(1) for some weird reason there is nothing left from Param{Overtime}
after the quotation in line 568, not as expected 0. Shouldn't an integer
quotation be called like that (?):

$Self->{DBObject}->Quote($Param{$_}, 'Integer')


(2) in the INSERT-statement beginning in line 571 the integer values are
quoted

(3) The INSERT-statement in line 596 does not specify a value for
description BUT description varchar(1020) NOT NULL, which leads us to...

...(4): the initial configuration doesn't allow to give a description
anyway.

OK however, after I managed to create an entry for the first user, the
update function seems to be buggy as well:

(5) the integer-quotation problem reappears in sub UserSettingsUpdate

(6) if the check boxes for "show overtime" or "create project" are not
selected the value is not set at all when updating the DB-entry, so I
added the following tow lines to

#set default for ShowOverTime...
if( !defined($Param{$UserID}{ShowOvertime})) {
$Param{$UserID}{ShowOvertime} = 0;
}

#set default for CreateProject...
if( !defined($Param{$UserID}{CreateProject})) {
$Param{$UserID}{CreateProject} = 0;
}

(6) (which is not that important and thus not really a bug) the German
translation is missing


I'd like to create an entry in bugs.otrs.org but the TimeAccounting
Module is not yet integrated :( so I just put it here.


regards, Torsten Thau

- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
pgp-key: 0x292F987D
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http://www.cape-it.de
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Re: [otrs] Newbie question about the customer interface and how to change its look.

[Torsten Thau]

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Ulrick FOSSARD schrieb:

> The problem is, I have no idea how to change this. I've read the admin
> manual toroughly, but couldn't find anything related to changing the
> appearance of the customer interface. I tried to search by keywords in the
> sys admin panel, but couldn't find anything. Maybe I didn't use the good
> keywords, but I tried several (web, customer, interface, etc.).
> 
> I would be very grateful if someone could give me a hint about how to
> proceed. I'm running out of ideas.

Hi there,

similar question a few days ago (customize the customer login screen) in
the otrs-dev list:

http://www.mail-archive.com/dev%40otrs.org/msg01537.html

regards, Torsten Thau

- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
pgp-key: 0x292F987D
fax: +49 371 5347 625
http://www.cape-it.de
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