Re: [otrs] Enable LDAP Authenication

Hi Thank you for your reply. I mean to ask if due to some reason LDAP server is unavailable/down then what will be its impact. I am unable to login to OTRS. My 2nd questions is what configuration I need to do in otrs to mention to go LDAP server for user/password authentication. Thank you again

Re: [otrs] Enable LDAP Authenication

Nadeem Ahmad wrote: > Hi > > > > We are running OTRS 2.3.3 , we need enable LDAP > authentication in this. How ca I do this. What peral module is required for > this? What will happen it LDAP server is not available. > > Dear Nadeem You already have the perl (I am supposi

[otrs] Enable LDAP Authenication

Hi We are running OTRS 2.3.3 , we need enable LDAP authentication in this. How ca I do this. What peral module is required for this? What will happen it LDAP server is not available. --

Re: [otrs] OTRS reporting

Daniel, Do you have a sample xls file ? If yes, could you share it ? Thx in advance. Karl From: o...@myhammer.de To: otrs@otrs.org Date: Fri, 16 Jan 2009 10:48:03 +0100 Subject: Re: [otrs] OTRS reporting The easiest way is to use Toad (Freeware), build a statement as needed

Re: [otrs] customise priority by queue

Oh, that's a different piece of cake. Didn't know you're talking about the customer interface - of which I don't know too much... Sorry, Daniel -Ursprüngliche Nachricht- Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von startx Gesendet: Freitag, 16. Januar 2009 16:

Re: [otrs] customise priority by queue

Hello again ;) Hide the priority fields for a specific queue in the customer interface is enough for me if Acl doesn't work? Any sugestion is welcome. Greets M . Martin - Original Message - From: "startx" To: "User questions and discussions about OTRS." Sent: Friday, January 16

Re: [otrs] customise priority by queue

Hello, Thanks Daniel, I've tested it and add the following lines in my /etc/otrs/Kernel/Config.pm (Debian package) # End of your own config options!!! # # # # --

Re: [otrs] how to handle internal tickets? 2nd level may not communicate with end customers?

In this case I'd recommend to go with different queues for internal requests. You might want the internal inquirers to get informed about progression of their tasks and maybe even have them use the customer interface - but maybe not for the external customers. The 'move back in just one queue'

[otrs] Regarding LDAP and DB backend OTRS Configuration

Hi Did anyone having the configuration for the more than one customer backend with OTRS. I want to do the configuration for a LDAP and a DB backend of OTRS. I had gone through the configuration manual and configured it but the problem is login (Cusotmer.pl) is working for LDAP authentication bu

Re: [otrs] OTRS reporting

The easiest way is to use Toad (Freeware), build a statement as needed and export it as excel sheet with pivot table. Toad automatically inserts the ODBC connection, so you can update the data in the file. Another way is to install an ODBC driver on your computer and manually add the ODBC infor

Re: [otrs] how to handle internal tickets? 2nd level may not communicate with end customers?

Hello, Thank you very much for this tip! Unfortunately, I think that’s not an option. We also have a workflow wherein internal employees (which are not otrs agents) can send emails directly to the 2nd level queue, so we need the “answers”-possibility. I could add a queue “Websites::Fro

[otrs] State names translation

Hi, I have done some translation for the needs of my organization in OTRS. One of the things that I have changed are the state names for tickets - they are held in database as strings. Unfortunatly now I am having a lot of problems as some config files still hold the original names. Can anyone

Re: [otrs] OTRS reporting

Hi, Thx for the info, Could you send more info how to do Excel-Art with ODBC ?? Thx in advance. Karl From: o...@myhammer.de To: otrs@otrs.org Date: Thu, 15 Jan 2009 17:58:29 +0100 Subject: Re: [otrs] OTRS reporting An honest word: skip the stats and do some Excel-Art with

Re: [otrs] how to handle internal tickets? 2nd level may not communicate with end customers?

If you don't want to have the agents answer out of a queue, simply remove the empty answer off that queue. No answer - no mail. You could as well fiddle around with ACLs and stuff, but I guess this would be the simplest opion. Move them into 2nd level queues and back when solved. I had a system

[otrs] how to handle internal tickets? 2nd level may not communicate with end customers?

Hello, we are using OTRS for the communication with our end customers (Helpdesk = 1st Level Support) as well as for our internal communications (“Accounting”, “Websites”, … = 2nd Level Support). Consider the following scenario: - An end customer sends a request to our „Helpdesk“. (Example:

Re: [otrs] customise priority by queue

You can limit possible priorities for different queues with an ACL in the config.pm. See the manual and FAQ for details. Greets Daniel -Ursprüngliche Nachricht- Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von startx Gesendet: Donnerstag, 15. Januar 2009 18:01 An: