Réf. : [otrs] notifications

[franck . lamas]

Have you tried to use the Admin page and System Config to make the changes ?  I am not sure that modifying directly the ZZZ file is sufficient. $Self->{'Ticket::Frontend::NoteTypes'} =  {   'note-external' => '1',   'note-internal' => '1',   'note-report' => '0',     };  [EMAIL PROTECTED] a écrit : -Pour : "User questions and discussions about OTRS.org" De : "Mamakwa M. Sefiri" <[EMAIL PROTECTED]>Envoyé par : [EMAIL PROTECTED]Date : 10/10/2006 11:11AMObjet : [otrs] notificationsGood day I have send emails before on this issue, I got responses from you but still notifications are not working. I need your help regarding the otrs system, am trying to   activate notifications to customer, need the system to send notifications to   customers when their calls have been closed.I have read the manual no genericagent but it is not clear to me. I have put the lines in Auto.pm $Self->{'Ticket::Frontend::NoteTypes'} =  {   'note-external' => '1',   'note-internal' => '0',   'note-report' => '0',     }; I have put the lines in Config.pm $Self->{DefaultNoteTypes} = {     'note-internal' => 1,     'note-external' => 1,     'note-report' => 1,     }; I would really appreciate your advice. Mamakwa  ___OTRS mailing list: otrs - Webpage: http://otrs.org/Archive: http://lists.otrs.org/pipermail/otrsTo unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrsSupport orr consulting for your OTRS system?=> http://www.otrs.com/___
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Réf. : FW: Réf. : RE: Réf. : RE: Réf. : [otrs] notification

[franck . lamas]

Well, I am not an OTRS expert but I made some investigations ans I discover that the followings :$Self->{'Ticket::Frontend::NoteTypes'} =  {   'note-external' => '1',   'note-internal' => '0',   'note-report' => '0',     }; is not in my config.pm file but in the ZZZAuto.pm file that is in otrs\Kernel\Config\Files. So I invite you to use the Admin web page to modify this parameter rather than modifying the config.pmHere is the direct link, just modify otrsserver by your server name :http://otrsserver/otrs/index.pl?Action=""> [EMAIL PROTECTED] a écrit : -Pour : "User questions and discussions about OTRS.org" De : "Mamakwa M. Sefiri" <[EMAIL PROTECTED]>Envoyé par : [EMAIL PROTECTED]Date : 06/10/2006 08:42AMObjet : FW: Réf. : RE: Réf. : RE: Réf. : [otrs] notificationI kindly need help on this issue, please advise.  From: Mamakwa M.   Sefiri Sent: 05 October 2006 11:11 AM To: ' User questions and discussions   about OTRS.org ' Subject: FW: Réf. : RE: Réf. : RE: Réf. : [otrs] notification  Still need help regarding this issue. This is what I have put in Coinfig.pm regarding the notes  $Self->{'Ticket::Frontend::NoteTypes'} =  {   'note-external' => '1',   'note-internal' => '0',   'note-report' => '0',     };   $Self->{DefaultNoteTypes} = {     'note-internal' => 1,     'note-external' => 1,     'note-report' => 1,     };  From: Mamakwa M.   Sefiri Sent: 03 October 2006 02:00 PM To: User questions and discussions about OTRS.org   Subject: RE: Réf. : RE: Réf. : RE: Réf. : [otrs] notification  Yes, all the customer emails are their customerID  From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Sent: 03 October 2006 01:52 PM To: User questions and discussions about OTRS.org Subject: Réf. : RE: Réf. : RE: Réf. : [otrs] notification  Definitively : external   Have your customers a email adress in the system ? [EMAIL PROTECTED] a écrit : - Pour : " User questions and discussions about OTRS.org "  De : " Mamakwa M. Sefiri " <[EMAIL PROTECTED]> Envoyé par : [EMAIL PROTECTED] Date : 03/10/2006 12:33PM Objet : RE: Réf. : RE: Réf. : [otrs] notification When I close a ticket I choose the CLOSE link and put in the solution/comment in the note-text field. The default note-type is note-internal. I tested now using note-external and it still does not send notifications to customers.  Should the note-type be external or internal for customers to get notifications?  From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Sent: 03 October 2006 12:05 PM To: User   questions and discussions about OTRS.org Subject: Réf. : RE: Réf. : [otrs] notification  Do they receive a mail when you use 'Compose an answer' ?   If Yes, did you choose External Note when closing the ticket ? [EMAIL PROTECTED] a écrit : - Pour : " User questions and   discussions about OTRS.org "  De : " Mamakwa M. Sefiri   " <[EMAIL PROTECTED]> Envoyé par : [EMAIL PROTECTED] Date : 03/10/2006 12:02PM Objet : RE: Réf. : [otrs] notification I have trying both options but still customers don?t get mails. How long will it take to send an email?  From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Sent: 03 October 2006 10:38 AM To: User questions and   discussions about OTRS.org Subject: Réf. : [otrs] notification    Yes, it's possible.   You have to check in the admin module at Ticket::Frontend::NoteTypes   or modify the config.pm file adding the followings :       $Self->{DefaultNoteTypes} = {     'note-internal' => 1,     'note-external' => 1,     'note-report' => 1,     }; After that, when you close a ticket the customer will receive a mail or not   [EMAIL PROTECTED] a écrit : - Pour : " User questions and discussions about OTRS.org   "  De : " Mamakwa M. Sefiri " <[EMAIL PROTECTED]> Envoyé par : [EMAIL PROTECTED] Date : 03/10/2006 09:15AM Objet : [otrs] notification Good day I am trying to activate notifications to customer, need the system to send notifications to customers when their calls have been closed.  I have read the manual no genericagent but it is not clear to me.  Please advice Mamakwa   ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/  ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/  ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/  ___OTRS mailing list: ot

Réf. : RE: Réf. : RE: Réf. : [otrs] notification

[franck . lamas]

Definitively : external Have your customers a email adress in the system ?[EMAIL PROTECTED] a écrit : -Pour : "User questions and discussions about OTRS.org" De : "Mamakwa M. Sefiri" <[EMAIL PROTECTED]>Envoyé par : [EMAIL PROTECTED]Date : 03/10/2006 12:33PMObjet : RE: Réf. : RE: Réf. : [otrs] notificationWhen I close a ticket I choose the CLOSE link and put in the solution/comment in the note-text field. The default note-type is note-internal. I tested now using note-external and it still does not send notifications to customers.  Should the note-type be external or internal for customers to get notifications?  From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Sent: 03 October 2006 12:05 PM To: User questions and discussions about OTRS.org Subject: Réf. : RE: Réf. : [otrs] notification  Do they receive a mail when you use 'Compose an answer' ?   If Yes, did you choose External Note when closing the ticket ? [EMAIL PROTECTED] a écrit : - Pour : " User questions and discussions about OTRS.org "  De : " Mamakwa M. Sefiri " <[EMAIL PROTECTED]> Envoyé par : [EMAIL PROTECTED] Date : 03/10/2006 12:02PM Objet : RE: Réf. : [otrs] notification I have trying both options but still customers don?t get mails. How long will it take to send an email?  From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Sent: 03 October 2006 10:38 AM To: User   questions and discussions about OTRS.org Subject: Réf. : [otrs] notification    Yes, it's possible.   You have to check in the admin module at Ticket::Frontend::NoteTypes   or modify the config.pm file adding the followings :       $Self->{DefaultNoteTypes} = {     'note-internal' => 1,     'note-external' => 1,     'note-report' => 1,     }; After that, when you close a ticket the customer will receive a mail or not   [EMAIL PROTECTED] a écrit : - Pour : " User questions and   discussions about OTRS.org "  De : " Mamakwa M. Sefiri   " <[EMAIL PROTECTED]> Envoyé par : [EMAIL PROTECTED] Date : 03/10/2006 09:15AM Objet : [otrs] notification Good day I am trying to activate notifications to customer, need the system to send notifications to customers when their calls have been closed.  I have read the manual no genericagent but it is not clear to me.  Please advice Mamakwa   ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/  ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/  ___OTRS mailing list: otrs - Webpage: http://otrs.org/Archive: http://lists.otrs.org/pipermail/otrsTo unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrsSupport orr consulting for your OTRS system?=> http://www.otrs.com/___
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Réf. : RE: Réf. : [otrs] notification

[franck . lamas]

Do they receive a mail when you use 'Compose an answer' ? If Yes, did you choose External Note when closing the ticket ?[EMAIL PROTECTED] a écrit : -Pour : "User questions and discussions about OTRS.org" De : "Mamakwa M. Sefiri" <[EMAIL PROTECTED]>Envoyé par : [EMAIL PROTECTED]Date : 03/10/2006 12:02PMObjet : RE: Réf. : [otrs] notificationI have trying both options but still customers don?t get mails. How long will it take to send an email?  From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Sent: 03 October 2006 10:38 AM To: User questions and discussions about OTRS.org Subject: Réf. : [otrs] notification    Yes, it's possible.   You have to check in the admin module at Ticket::Frontend::NoteTypes   or modify the config.pm file adding the followings :       $Self->{DefaultNoteTypes} = {     'note-internal' => 1,     'note-external' => 1,     'note-report' => 1,     }; After that, when you close a ticket the customer will receive a mail or not   [EMAIL PROTECTED] a écrit : - Pour : " User questions and discussions about OTRS.org "  De : " Mamakwa M. Sefiri " <[EMAIL PROTECTED]> Envoyé par : [EMAIL PROTECTED] Date : 03/10/2006 09:15AM Objet : [otrs] notification Good day I am trying to activate notifications to customer, need the system to send notifications to customers when their calls have been closed.  I have read the manual no genericagent but it is not clear to me.  Please advice Mamakwa   ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/  ___OTRS mailing list: otrs - Webpage: http://otrs.org/Archive: http://lists.otrs.org/pipermail/otrsTo unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrsSupport orr consulting for your OTRS system?=> http://www.otrs.com/___
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Réf. : [otrs] notification

[franck . lamas]

 Yes, it's possible.  You have to check in the admin module at Ticket::Frontend::NoteTypes or modify the config.pm file adding the followings : $Self->{DefaultNoteTypes} = {    'note-internal' => 1,    'note-external' => 1,    'note-report' => 1,    };After that, when you close a ticket the customer will receive a mail or not [EMAIL PROTECTED] a écrit : -Pour : "User questions and discussions about OTRS.org" De : "Mamakwa M. Sefiri" <[EMAIL PROTECTED]>Envoyé par : [EMAIL PROTECTED]Date : 03/10/2006 09:15AMObjet : [otrs] notificationGood day I am trying to activate notifications to customer, need the system to send notifications to customers when their calls have been closed.  I have read the manual no genericagent but it is not clear to me.  Please advice Mamakwa   ___OTRS mailing list: otrs - Webpage: http://otrs.org/Archive: http://lists.otrs.org/pipermail/otrsTo unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrsSupport orr consulting for your OTRS system?=> http://www.otrs.com/___
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[otrs] Réf. : Tags not translated

[franck . lamas]

I had a small look into the Article.pm file and I think that the SendCustomerNotification() function don't call the notification routine to translate each OTRS_TICKET tag... Do I have to report a bug or anyone knows the solution ?-Franck Lamas/bercy/usr/stp a écrit : -Pour : otrs@otrs.orgDe : Franck Lamas/bercy/usr/stpDate : 21/09/2006 06:15PMObjet : Tags not translatedHi all,  my otrs site is in french, for exemple 'open' => 'ouvert', 'closed successful' => 'cloture réussie'. Everything is correct in the web interface (agent or customer) but when the system is sending mails containing , the tag is not translated so that one part of the message is in french and ticket state stays in english !  Any idea ? Thanks in advance to everyone ___
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[otrs] Help Regarding Call Closing

[franck . lamas]

Prafulla, concerning your problem regarding the fact that you want the customer be adviced of the closure type, there's a easy solution. Go into the Admin, search for Note Types, Ticket::Frontend::NoteTypes Put an 1 in front of note-external. After that, when you close a ticket you can specify if you want the customer be able to see the reason (external note) or not (internal note). ___
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[otrs] Tags not translated

[franck . lamas]

Hi all, my otrs site is in french, for exemple 'open' => 'ouvert', 'closed successful' => 'cloture réussie'. Everything is correct in the web interface (agent or customer) but when the system is sending mails containing , the tag is not translated so that one part of the message is in french and ticket state stays in english ! Any idea ?Thanks in advance to everyone___
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Réf. : Re: Réf. : Re: Réf. : Re: Réf. : Re: Réf. : Re: [otrs] LDAP Customer Backend Authentification Question

[franck . lamas]

It works !!! Many thanks and best regards to you,Franck [EMAIL PROTECTED] a écrit : -Pour : "User questions and discussions about OTRS.org" De : Alexander Scholler <[EMAIL PROTECTED]>Envoyé par : [EMAIL PROTECTED]Date : 21/09/2006 12:25PMObjet : Re: Réf. : Re: Réf. : Re: Réf. : Re: Réf. : Re: [otrs] LDAP Customer Backend Authentification QuestionHi Franck,modify from        Map => [            [ 'UserLogin',      'Username',   'uid',             1, 1, 'var', '', 0 ],to            [ 'UserLogin',      'Username',   'mail',             1, 1, 'var', '', 0 ],within $Self->{CustomerUser}.I think that's it.FYI: I wrote the following before I noticed the above described misconfigurationIt's quite difficult to do analysis from far away ;-)[EMAIL PROTECTED] schrieb:> Hi,>  > I did what you suggested.>  > When creating a new ticket, I can choose the customer and the customer > number is the mail address.>  > The customer can login with his mail address.>  > But he don't see any tickets.> Two reasons :>  > - the fied customer_user_id is always the uid (put by the CreateTicket), > not the mail addressThat must not be! The customer-mail-address has to be stored in ticket.customer_user_id. Otherwise, the ticket is not recognized of belonging to the customer who is logged in with his mail-address.>  > - Even if I change the fields in the ticket table, the customer don't > see his tickets.>  > Find attached my new config.pm.Looks good.Login as customer and watch your logfile.On my system, I get[Thu Sep 21 12:16:24 2006][Notice][Kernel::System::CustomerAuth::LDAP::Auth] CustomerUser: [EMAIL PROTECTED] authentification okI think this means that the customer is managed with his mail-address as ID within the Customer-WebGUI.>  > I'm stucked !!!> [EMAIL PROTECTED] a écrit : -> >     Pour : "User questions and discussions about OTRS.org" >     De : Alexander Scholler <[EMAIL PROTECTED]>>     Envoyé par : [EMAIL PROTECTED]>     Date : 21/09/2006 06:54AM>     Objet : Re: Réf. : Re: Réf. : Re: Réf. : Re: [otrs] LDAP Customer>     Backend Authentification Question> >     Hi Franck,> >     I can't follow your Config.pm> >     * You defined twice $Self->{CustomerUser}>     * In both, $Self->{CustomerUser} and>       $Self->{'Customer::AuthModule::LDAP...>       you use uid instead of mail.> >     With a quick view over your config, I suggest the following on lines:> >     272: CustomerKey => 'mail',>     216: $Self->{'Customer::AuthModule::LDAP::UID'} = 'mail';>     110-171: delete these lines> >     That could result in the fact that>     * customers can login with their mail-address instead of uid>     * can view NEW created tickets> >     Further, you have to do the discribed DB-changes to include the old>     tickets...> >     Bye, Alex> >     [EMAIL PROTECTED] schrieb:>      > Please find attached the config.pm file. We are running OTRS on a>      > windows 2003 server using the full package installation, ruuning>     on a>      > mysql database.>      >  >      >  >      > [EMAIL PROTECTED] a écrit : ->      >>      >     Pour : "User questions and discussions about OTRS.org">     >      >     De : Alexander Scholler <[EMAIL PROTECTED]>>      >     Envoyé par : [EMAIL PROTECTED]>      >     Date : 20/09/2006 02:51PM>      >     Objet : Re: Réf. : Re: Réf. : Re: [otrs] LDAP Customer Backend>      >     Authentification Question>      >>      >>      >     Hi, post some details: your configuration, ...>      >>      >>      >     [EMAIL PROTECTED] schrieb:>      >      > I understand that the old tickets may become "invisible">     after the>      >      > change. But I tried to create the new tickets and the user>     don't see>      >      > them even if the contents of the two fields customer_id and>      >      > customer_user_id are different.>      >      >  >      >      > May be I missed something...>      >      >  >      >      > [EMAIL PROTECTED]>      a>      >     écrit :>      >      > ->      >      >>      >      >     Pour : "User questions and discussions about OTRS.org">      >     >      >      >     De : Alexander Scholler <[EMAIL PROTECTED]>>      >      >     Envoyé par : [EMAIL PROTECTED]>      >      >     Date : 20/09/2006 10:36AM>      >      >     Objet : Re: Réf. : Re: [otrs] LDAP Customer Backend>      >     Authentification>      >      >     Question>      >      >>      >      >     Hi Franck,>      >      >>      >      >     [EMAIL PROTECTED] schrieb:>      >      >      > Well, I tried what you said, and the user can login>     with>      >     the mail>      >      >      > address. The problem is that they don't see any>     tickets !>      >      >      >  >      >      >      > As I use also LDAP for the customer database>     backend (on the>      >      >     AgentTicket>      >      >      > Form), I think I have to coordinate the twice>     things, but>      >     I don't>      >      >     know>      >      >      > how to do it.>      >    

Réf. : Re: Réf. : Re: Réf. : Re: Réf. : Re: [otrs] LDAP Customer Backend Authentification Question

[franck . lamas]

Hi, I did what you suggested.  When creating a new ticket, I can choose the customer and the customer number is the mail address. The customer can login with his mail address. But he don't see any tickets. Two reasons : - the fied customer_user_id is always the uid (put by the CreateTicket), not the mail address - Even if I change the fields in the ticket table, the customer don't see his tickets. Find attached my new config.pm. I'm stucked !!![EMAIL PROTECTED] a écrit : -Pour : "User questions and discussions about OTRS.org" De : Alexander Scholler <[EMAIL PROTECTED]>Envoyé par : [EMAIL PROTECTED]Date : 21/09/2006 06:54AMObjet : Re: Réf. : Re: Réf. : Re: Réf. : Re: [otrs] LDAP Customer Backend Authentification QuestionHi Franck,I can't follow your Config.pm* You defined twice $Self->{CustomerUser}* In both, $Self->{CustomerUser} and  $Self->{'Customer::AuthModule::LDAP...  you use uid instead of mail.With a quick view over your config, I suggest the following on lines:272: CustomerKey => 'mail',216: $Self->{'Customer::AuthModule::LDAP::UID'} =   'mail';110-171: delete these linesThat could result in the fact that* customers can login with their mail-address instead of uid* can view NEW created ticketsFurther, you have to do the discribed DB-changes to include the old tickets...Bye, Alex[EMAIL PROTECTED] schrieb:> Please find attached the config.pm file. We are running OTRS on a > windows 2003 server using the full package installation, ruuning on a > mysql database.>  >  > [EMAIL PROTECTED] a écrit : -> >     Pour : "User questions and discussions about OTRS.org" >     De : Alexander Scholler <[EMAIL PROTECTED]>>     Envoyé par : [EMAIL PROTECTED]>     Date : 20/09/2006 02:51PM>     Objet : Re: Réf. : Re: Réf. : Re: [otrs] LDAP Customer Backend>     Authentification Question> > >     Hi, post some details: your configuration, ...> > >     [EMAIL PROTECTED] schrieb:>      > I understand that the old tickets may become "invisible" after the>      > change. But I tried to create the new tickets and the user don't see>      > them even if the contents of the two fields customer_id and>      > customer_user_id are different.>      >  >      > May be I missed something...>      >  >      > [EMAIL PROTECTED]  a>     écrit :>      > ->      >>      >     Pour : "User questions and discussions about OTRS.org">     >      >     De : Alexander Scholler <[EMAIL PROTECTED]>>      >     Envoyé par : [EMAIL PROTECTED]>      >     Date : 20/09/2006 10:36AM>      >     Objet : Re: Réf. : Re: [otrs] LDAP Customer Backend>     Authentification>      >     Question>      >>      >     Hi Franck,>      >>      >     [EMAIL PROTECTED] schrieb:>      >      > Well, I tried what you said, and the user can login with>     the mail>      >      > address. The problem is that they don't see any tickets !>      >      >  >      >      > As I use also LDAP for the customer database backend (on the>      >     AgentTicket>      >      > Form), I think I have to coordinate the twice things, but>     I don't>      >     know>      >      > how to do it.>      >>      >>      >     As written before, you have to set>      >      >>     $Self->{CustomerUser} = {>      >      >>      # ...>      >      >>      CustomerKey => 'mail',>      >      >>      # ...>      >      >>     }>      >     to tell OTRS to use the mail-address as unique customer id.>      >>      >     Note that through your switch of identification from uid to>     mail, your>      >     OTRS-data perhaps may get inconsistent. But I think not in>     such a way>      >     that you shall not switch the customer-identification.>      >>      >      >  >      >      > I had a look in the Ticket table and I've noticed that the>      >     customer_id>      >      > and the customer_user_id are used to list the tickets by>      >     customer. But>      >      > if I make changes in the table it doesn't work...>      >>      >     It works, believe me - you made some other mistake.>      >>      >     Bye, Alex>      >>      >      >>      >      >  >      >      > [EMAIL PROTECTED] a écrit : ->      >      >>      >      >     Pour : "User questions and discussions about OTRS.org">      >     >      >      >     De : Alexander Scholler <[EMAIL PROTECTED]>>      >      >     Envoyé par : [EMAIL PROTECTED]>      >      >     Date : 20/09/2006 07:06AM>      >      >     Objet : Re: [otrs] LDAP Customer Backend Authentification>      >     Question>      >      >>      >      >     Hi,>      >      >>      >      >     [EMAIL PROTECTED] schrieb:>      >      >      > I use LDAP to let my customers authentificate in>     the system.>      >      >      >  >      >      >      > My users have to enter their userid and i'd prefer that>      >     they have to>      >      >      > enter their mail address. How can I achieve this ?>      >      >>      >      >     $Self->{'Customer::AuthModule::LDAP::UID'} = 'mail';>      >      >     $Se

Réf. : Re: Réf. : Re: Réf. : Re: [ otrs] LDAP Customer Backend Authentification Question

[franck . lamas]

Please find attached the config.pm file. We are running OTRS on a windows 2003 server using the full package installation, ruuning on a mysql database.  [EMAIL PROTECTED] a écrit : -Pour : "User questions and discussions about OTRS.org" De : Alexander Scholler <[EMAIL PROTECTED]>Envoyé par : [EMAIL PROTECTED]Date : 20/09/2006 02:51PMObjet : Re: Réf. : Re: Réf. : Re: [otrs] LDAP Customer Backend Authentification QuestionHi, post some details: your configuration, ...[EMAIL PROTECTED] schrieb:> I understand that the old tickets may become "invisible" after the > change. But I tried to create the new tickets and the user don't see > them even if the contents of the two fields customer_id and > customer_user_id are different.>  > May be I missed something...>  > [EMAIL PROTECTED]  a écrit : > -> >     Pour : "User questions and discussions about OTRS.org" >     De : Alexander Scholler <[EMAIL PROTECTED]>>     Envoyé par : [EMAIL PROTECTED]>     Date : 20/09/2006 10:36AM>     Objet : Re: Réf. : Re: [otrs] LDAP Customer Backend Authentification>     Question> >     Hi Franck,> >     [EMAIL PROTECTED] schrieb:>      > Well, I tried what you said, and the user can login with the mail>      > address. The problem is that they don't see any tickets !>      >  >      > As I use also LDAP for the customer database backend (on the>     AgentTicket>      > Form), I think I have to coordinate the twice things, but I don't>     know>      > how to do it.> > >     As written before, you have to set>      >>     $Self->{CustomerUser} = {>      >>      # ...>      >>      CustomerKey => 'mail',>      >>      # ...>      >>     }>     to tell OTRS to use the mail-address as unique customer id.> >     Note that through your switch of identification from uid to mail, your>     OTRS-data perhaps may get inconsistent. But I think not in such a way>     that you shall not switch the customer-identification.> >      >  >      > I had a look in the Ticket table and I've noticed that the>     customer_id>      > and the customer_user_id are used to list the tickets by>     customer. But>      > if I make changes in the table it doesn't work...> >     It works, believe me - you made some other mistake.> >     Bye, Alex> >      >>      >  >      > [EMAIL PROTECTED] a écrit : ->      >>      >     Pour : "User questions and discussions about OTRS.org">     >      >     De : Alexander Scholler <[EMAIL PROTECTED]>>      >     Envoyé par : [EMAIL PROTECTED]>      >     Date : 20/09/2006 07:06AM>      >     Objet : Re: [otrs] LDAP Customer Backend Authentification>     Question>      >>      >     Hi,>      >>      >     [EMAIL PROTECTED] schrieb:>      >      > I use LDAP to let my customers authentificate in the system.>      >      >  >      >      > My users have to enter their userid and i'd prefer that>     they have to>      >      > enter their mail address. How can I achieve this ?>      >>      >     $Self->{'Customer::AuthModule::LDAP::UID'} = 'mail';>      >     $Self->{CustomerUser} = {>      >      # ...>      >      CustomerKey => 'mail',>      >      # ...>      >     }>      >>      >     # optional>      >     $Self->{'Customer::AuthModule::LDAP::UserSuffix'} =>      >     '@yourmaildomain.tld';>      >>      >     (That works fine on our installation.)>      >>      >     I think that the OTRS-login-name of the customer (you wish to>     use the>      >     mail-address) must be identical to the unique Identification>     of the>      >     customer (CustomerKey) within OTRS. I think you can not do any>      >     mapping like>      >     1) login with mail-adress,>      >     2) map mail-address to uid and use customer-uid within OTRS>      >>      >      >  >      >      > Thanks in advance>      >      > Franck>      >>      >     Bye, Alex>      >     ___>      >     OTRS mailing list: otrs - Webpage: http://otrs.org/>      >     Archive: http://lists.otrs.org/pipermail/otrs>      >     To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs>      >     Support orr consulting for your OTRS system?>      >     => http://www.otrs.com/>      >>      >>      >>      >>     >      >>      > ___>      > OTRS mailing list: otrs - Webpage: http://otrs.org/>      > Archive: http://lists.otrs.org/pipermail/otrs>      > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs>      > Support orr consulting for your OTRS system?>      > => http://www.otrs.com/> >     ___>     OTRS mailing list: otrs - Webpage: http://otrs.org/>     Archive: http://lists.otrs.org/pipermail/otrs>     To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs>     Support orr consulting for your OTRS system?>     => http://www.otrs.com/> > > > --

Réf. : Re: Réf. : Re: [otrs] LDAP Customer Backend Authentification Question

[franck . lamas]

I understand that the old tickets may become "invisible" after the change. But I tried to create the new tickets and the user don't see them even if the contents of the two fields customer_id and customer_user_id are different. May be I missed something... [EMAIL PROTECTED] a écrit : -Pour : "User questions and discussions about OTRS.org" De : Alexander Scholler <[EMAIL PROTECTED]>Envoyé par : [EMAIL PROTECTED]Date : 20/09/2006 10:36AMObjet : Re: Réf. : Re: [otrs] LDAP Customer Backend Authentification QuestionHi Franck,[EMAIL PROTECTED] schrieb:> Well, I tried what you said, and the user can login with the mail > address. The problem is that they don't see any tickets !>  > As I use also LDAP for the customer database backend (on the AgentTicket > Form), I think I have to coordinate the twice things, but I don't know > how to do it.As written before, you have to set>>     $Self->{CustomerUser} = {>>      # ...>>      CustomerKey => 'mail',>>      # ...>>     }to tell OTRS to use the mail-address as unique customer id.Note that through your switch of identification from uid to mail, your OTRS-data perhaps may get inconsistent. But I think not in such a way that you shall not switch the customer-identification.>  > I had a look in the Ticket table and I've noticed that the customer_id > and the customer_user_id are used to list the tickets by customer. But > if I make changes in the table it doesn't work...It works, believe me - you made some other mistake.Bye, Alex> >  > [EMAIL PROTECTED] a écrit : -> >     Pour : "User questions and discussions about OTRS.org" >     De : Alexander Scholler <[EMAIL PROTECTED]>>     Envoyé par : [EMAIL PROTECTED]>     Date : 20/09/2006 07:06AM>     Objet : Re: [otrs] LDAP Customer Backend Authentification Question> >     Hi,> >     [EMAIL PROTECTED] schrieb:>      > I use LDAP to let my customers authentificate in the system.>      >  >      > My users have to enter their userid and i'd prefer that they have to>      > enter their mail address. How can I achieve this ?> >     $Self->{'Customer::AuthModule::LDAP::UID'} = 'mail';>     $Self->{CustomerUser} = {>      # ...>      CustomerKey => 'mail',>      # ...>     }> >     # optional>     $Self->{'Customer::AuthModule::LDAP::UserSuffix'} =>     '@yourmaildomain.tld';> >     (That works fine on our installation.)> >     I think that the OTRS-login-name of the customer (you wish to use the>     mail-address) must be identical to the unique Identification of the>     customer (CustomerKey) within OTRS. I think you can not do any>     mapping like>     1) login with mail-adress,>     2) map mail-address to uid and use customer-uid within OTRS> >      >  >      > Thanks in advance>      > Franck> >     Bye, Alex>     ___>     OTRS mailing list: otrs - Webpage: http://otrs.org/>     Archive: http://lists.otrs.org/pipermail/otrs>     To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs>     Support orr consulting for your OTRS system?>     => http://www.otrs.com/> > > > > > ___> OTRS mailing list: otrs - Webpage: http://otrs.org/> Archive: http://lists.otrs.org/pipermail/otrs> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs> Support orr consulting for your OTRS system?> => http://www.otrs.com/___OTRS mailing list: otrs - Webpage: http://otrs.org/Archive: http://lists.otrs.org/pipermail/otrsTo unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrsSupport orr consulting for your OTRS system?=> http://www.otrs.com/___
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Réf. : Re: [otrs] LDAP Customer Backend Authentification Question

[franck . lamas]

Well, I tried what you said, and the user can login with the mail address. The problem is that they don't see any tickets ! As I use also LDAP for the customer database backend (on the AgentTicket Form), I think I have to coordinate the twice things, but I don't know how to do it. I had a look in the Ticket table and I've noticed that the customer_id and the customer_user_id are used to list the tickets by customer. But if I make changes in the table it doesn't work... [EMAIL PROTECTED] a écrit : -Pour : "User questions and discussions about OTRS.org" De : Alexander Scholler <[EMAIL PROTECTED]>Envoyé par : [EMAIL PROTECTED]Date : 20/09/2006 07:06AMObjet : Re: [otrs] LDAP Customer Backend Authentification QuestionHi,[EMAIL PROTECTED] schrieb:> I use LDAP to let my customers authentificate in the system.>  > My users have to enter their userid and i'd prefer that they have to > enter their mail address. How can I achieve this ?$Self->{'Customer::AuthModule::LDAP::UID'} =  'mail';$Self->{CustomerUser} = { # ... CustomerKey => 'mail', # ...}# optional$Self->{'Customer::AuthModule::LDAP::UserSuffix'} =  '@yourmaildomain.tld';(That works fine on our installation.)I think that the OTRS-login-name of the customer (you wish to use the mail-address) must be identical to the unique Identification of the customer (CustomerKey) within OTRS. I think you can not do any mapping like1) login with mail-adress,2) map mail-address to uid and use customer-uid within OTRS>  > Thanks in advance> FranckBye, Alex___OTRS mailing list: otrs - Webpage: http://otrs.org/Archive: http://lists.otrs.org/pipermail/otrsTo unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrsSupport orr consulting for your OTRS system?=> http://www.otrs.com/___
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[otrs] LDAP Customer Backend Authentification Question

[franck . lamas]

I use LDAP to let my customers authentificate in the system. My users have to enter their userid and i'd prefer that they have to enter their mail address. How can I achieve this ? Thanks in advanceFranck___
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[otrs] zurück on my admin page !!!!

[franck . lamas]

Hi, on my french otrs site, there's a zurück link on the admin page, and i don't see how to change it to 'Retour' or 'Back'. I tried to put a translation into my fr.pm but it's not working ?  Any idea ?  ___
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Réf. : [otrs] Queue notifications

[franck . lamas]

 Did you have a look in Notifications in the admin panel ?  [EMAIL PROTECTED] a écrit : -Pour : De : "Carlos A. Cardona Gomez" <[EMAIL PROTECTED]>Envoyé par : [EMAIL PROTECTED]Date : 13/09/2006 04:32PMObjet : [otrs] Queue notificationsHello,Where (how) can i change the text of the queue notifications? For example, i want to transalate " Hi Carlos Andrés,there is a new ticket in "DBA - Clonación"!  "Thanks!Carlos Cardona___OTRS mailing list: otrs - Webpage: http://otrs.org/Archive: http://lists.otrs.org/pipermail/otrsTo unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrsSupport orr consulting for your OTRS system?=> http://www.otrs.com/___
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[otrs] Réf. : I don't see tickets in My Qu eues

[franck . lamas]

It seems that it's due to the fact that the View by default is the URL : http://dev2003/otrs/index.pl?Action=""> instead of  http://dev2003/otrs/index.pl?Action=""> as in the Ticket Number shortcut ? Any idea to add ViewAll by default ?-Franck Lamas/bercy/usr/stp a écrit : -Pour : otrs@otrs.orgDe : Franck Lamas/bercy/usr/stpDate : 12/09/2006 09:02AMObjet : I don't see tickets in My Queues Hi,  when I access on the home page of the system, My Queues is always empty (My Queues (0)) even if i have open tickets (Tickets : 2)  Is it normal or do I have to change something ?  Is it possible to see tickets directly on this page ? ___
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Réf. : Re: [otrs] I don't see tickets in My Queues

[franck . lamas]

 If you mean is the queue is selected in my preferences, i answer Yes.[EMAIL PROTECTED] a écrit : -Pour : otrs@otrs.orgDe : [EMAIL PROTECTED]Envoyé par : [EMAIL PROTECTED]Date : 12/09/2006 10:07AMObjet : Re: [otrs] I don't see tickets in My QueuesOn Tuesday 12 September 2006 11:02, [EMAIL PROTECTED] wrote:> Hi,>  > when I access on the home page of the system, My Queues is always empty (My> Queues (0)) even if i have open tickets (Tickets : 2) > Is it normal or do I have to change something ?>  > Is it possible to see tickets directly on this page ?Hi. Did you select that queue as 'your queue' in account preferences?___OTRS mailing list: otrs - Webpage: http://otrs.org/Archive: http://lists.otrs.org/pipermail/otrsTo unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrsSupport orr consulting for your OTRS system?=> http://www.otrs.com/___
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[otrs] I don't see tickets in My Queues

[franck . lamas]

Hi, when I access on the home page of the system, My Queues is always empty (My Queues (0)) even if i have open tickets (Tickets : 2) Is it normal or do I have to change something ? Is it possible to see tickets directly on this page ?___
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[otrs] at word used in SQL is reserved !!!

[franck . lamas]

Hi, otrs is making aliases to build queries.  My concern is that at (select at.id from article at) is a reserved word in Sybase. How can I tell the system not to use 'at' ?___
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[otrs] Invalid Session Id

[franck . lamas]

Hi all, I have configured OTRS 2.0 to use an Sybase database, using ODBC driver... But when I try to enter the system, I get the following : SessionIDinvalid! Need user data! So I have modified a little bit DB.PM just to have more explanations in my log file, see below.Apparently it seems that the PrepareStatement doesn't execute the SQL statement, it's very strange because the system is making some updates in the table sessions. Has anyone could help me ? [Fri Sep  8 15:03:33 2006][Notice][Kernel::System::Auth::DB::Auth] User: root authentication ok (REMOTE_ADDR: 192.168.52.203).[Fri Sep  8 15:03:33 2006][Notice][Kernel::System::AuthSession::DB::GetSessionIDData] SQL Text: SELECT session_value  FROM  sessions  WHERE  session_id = '10433c2c352b3dce52b1f64cd8b21acb02'[Fri Sep  8 15:03:33 2006][Notice][Kernel::System::AuthSession::DB::RemoveSessionID] Removed SessionID 10433c2c352b3dce52b1f64cd8b21acb02.[Fri Sep  8 15:03:33 2006][Notice][Kernel::System::AuthSession::DB::GetSessionIDData] SQL Text: SELECT session_value  FROM  sessions  WHERE  session_id = '10072b87ed7802b087e2637f71516c071b'[Fri Sep  8 15:03:33 2006][Notice][Kernel::System::AuthSession::DB::CheckSessionID] SessionID: '10072b87ed7802b087e2637f71516c071b' is invalid!!! ___
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[otrs] Problem with OTRS 2.0

[franck . lamas]

Hi all, I've installed OTRS 2.0 on a windows server, and i'm trying to use a sybase ase database with it.  So I've created my database (I could send the scripts to anyone insterested), and i'm now trying to modify the config.pm file to connect to the database. To do simple, I try to use ODBC, with the followings in my config.pm file : $Self->{DatabaseDSN} = "DBI:ODBC:OTRS,PWD=$Self->{'DatabasePw'};"; but I got the message :  ERROR: OTRS-CGI-10 Perl: 5.8.6 OS: MSWin32 Time: Fri Sep  8 09:54:58 2006Message: Unknown database type! Set option Database::Type in Kernel/Config.pm to (mysql|postgresql|maxdb|oracle|db2|mssql).Traceback (5052):    Module: Kernel::System::DB::new (v1.47) Line: 145   Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 150   Module: ModPerl::ROOT::ModPerl::Registry::D_3a_OTRS_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47   Module: (eval) (v1.80) Line: 203   Module: ModPerl::RegistryCooker::run (v1.80) Line: 203   Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 169   Module: ModPerl::Registry::handler (v1.99) Line: 30___
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