- itsm - OTRS mailing lists

Consulta
by Pais Silvina 16 Feb '10

16 Feb '10

Estimados: Tengo varias dudas acerca de la funcionalidad del OTRS ITSM. * diferencia que existe, en cuanto a funcionalidad, entre el ticket Telefónico y el ticket de Email. * hay alguna posiblidad de agregar campos en los datos del cliente (ademas de nombre, apellido, telefono, dirección, etc)???.. y esos campos pueden hacerse "requeridos"??? * Que significan los datos que hay que completar para generar estadísticas nuevas? Desde ya muchas gracias por su atencio. Atte. Pais Silvina

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OTRS::ITSM:: ConfigItem link definitions
by Jim Burk 15 Feb '10

15 Feb '10

Hello all. I am looking for information about the meanings and usage of the link relationships between CIs.

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ITSM: Searching
by Aitor Jauregi 11 Feb '10

11 Feb '10

Hi all, I have a question about searching inside the CIs. I have created a new "CI Class" with a field of class "date". This date field is searchable ("Searchable => 1") { Key => 'Soporte', Name => 'Fecha fin de Soporte', Searchable => 1, Input => { Type => 'Date', Required => 1, }, }, If I try to make a search using this field, the standard search of the ITSM module only lets me an "exact match" and I want to make a search between a range of date (the same type of search as when you make a search at the ticketing module...) Is it possible to make a change in order to get this? aitoRR

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subscribe
by Kari, Vitali 03 Feb '10

03 Feb '10

Mit freundlichen Grüßen i. A. Vitali Kari IT-Leitung Tel: +49 4473 9281 590 Fax: +49 4473 9281 90590 ________________________________ SEVA Energie AG Europa-Allee 14 49685 Emstek Tel: +49 44 73 / 92 81 - 0 Fax: +49 44 73 / 92 81 - 10 Mail: info(a)seva.de Web: http://www.seva.de Amtsgericht Oldenburg: HRB 151751 Sitz der Gesellschaft: Emstek Umsatzsteuer-Identnr.: DE 812892586 Aufsichtsrat: Michael Miller Vorstand: Dr. Bernd Maybüchen, Jan Pille Diese e-mail enthält vertrauliche oder rechtlich geschützte Informationen. Wenn Sie nicht der beabsichtigte Empfänger sind, informieren Sie bitte sofort den Absender und löschen Sie diese e-mail. Das unbefugte Kopieren dieser e-mail oder die unbefugte Weitergabe der enthaltenen Informationen ist nicht gestattet. The information contained in this message is confidential or protected by law. If you are not the intended recipient, please contact the sender and delete this message. Any unauthorised copying of this message or unauthorised distribution of the information contained herein is prohibited.

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subscribe
by Kari, Vitali 03 Feb '10

03 Feb '10

Mit freundlichen Grüßen i. A. Vitali Kari IT-Leitung Tel: +49 4473 9281 590 Fax: +49 4473 9281 90590 ________________________________ SEVA Energie AG Europa-Allee 14 49685 Emstek Tel: +49 44 73 / 92 81 - 0 Fax: +49 44 73 / 92 81 - 10 Mail: info(a)seva.de Web: http://www.seva.de Amtsgericht Oldenburg: HRB 151751 Sitz der Gesellschaft: Emstek Umsatzsteuer-Identnr.: DE 812892586 Aufsichtsrat: Michael Miller Vorstand: Dr. Bernd Maybüchen, Jan Pille Diese e-mail enthält vertrauliche oder rechtlich geschützte Informationen. Wenn Sie nicht der beabsichtigte Empfänger sind, informieren Sie bitte sofort den Absender und löschen Sie diese e-mail. Das unbefugte Kopieren dieser e-mail oder die unbefugte Weitergabe der enthaltenen Informationen ist nicht gestattet. The information contained in this message is confidential or protected by law. If you are not the intended recipient, please contact the sender and delete this message. Any unauthorised copying of this message or unauthorised distribution of the information contained herein is prohibited.

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automated response
by jose.jarpa 14 Jan '10

14 Jan '10

Estare de ferias at� 24/01. Para assuntos importantes contatar ao senhor Rodrigo Carraro.

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Re: [itsm] itsm Digest, Vol 32, Issue 3
by Воробьев Антон Александрови ч 13 Jan '10

13 Jan '10

OTRS has some fields for user login that should be always filled in. nickname and email are among them. If your AD doesn't contain any email for customer or you don't have a proper map for AD email <-> OTRS email then OTRS will be in "Panic! No UserData!!!". В Втр, 05/01/2010 в 19:46 +0000, itsm-request(a)otrs.org пишет: > Send itsm mailing list submissions to > itsm(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/mailman/listinfo/itsm > or, via email, send a message with subject or body 'help' to > itsm-request(a)otrs.org > > You can reach the person managing the list at > itsm-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of itsm digest..." > > > Today's Topics: > > 1. Re: Customer LDAP Sync/Login (Gerren Murphy) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Tue, 5 Jan 2010 14:46:21 -0500 > From: "Gerren Murphy" <gmurphy(a)eains.com> > Subject: Re: [itsm] Customer LDAP Sync/Login > To: "OTRS::ITSM User questions and discussions" <itsm(a)otrs.org> > Message-ID: <54BFE80F69E75646B6BFAB1310CC8DD405F77086(a)mail.eains.com> > Content-Type: text/plain; charset="us-ascii" > > Nils, > > > > Thanks, I just got that piece working just before I received your > message. I am now getting the "Panic! No UserData!!!" error that I am > working on. > > > > I'm guessing it is something to do with the map, but not sure why yet. > > > > Thanks for your guidance. > > > > From: itsm-bounces(a)otrs.org [mailto:itsm-bounces@otrs.org] On Behalf Of > Nils Leideck - ITSM > Sent: Tuesday, January 05, 2010 2:34 PM > To: OTRS::ITSM User questions and discussions > Subject: Re: [itsm] Customer LDAP Sync/Login > > > > Hi, > > > > On 05.01.2010, at 19:57, Gerren Murphy wrote: > > > > > > I have the agent login and sync process working via LDAP, but cannot get > the customer login piece to work correctly. What am I missing to allow > customers to login via LDAP? Thanks in advance. > > > > your configuration just defines a customer data source but no customer > authentication source. > > I suggest to just open Defaults.pm and search for Customer::AuthModule > ... there is an example for customer LDAP authentication. > > > > Cheers, Nils > > > > > Nils Leideck >

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Klaus Hillebrands ist außer Haus.
by hillebrands＠ihk-nordwestfalen.de 05 Jan '10

05 Jan '10

I will be out of the office starting 31.12.2009 and will not return until 07.01.2010. In dringenden Fällen wenden Sie sich bitte an : Herrn Bernd Böckers Tel.: 0251-707150 eMail: boeckers(a)ihk-nordwestfalen.de Mit freundlichen Grüßen Klaus Hillebrands Industrie- und Handelskammer Nord Westfalen Postfach 40 24 | 48022 Münster Sentmaringer Weg 61 | 48151 Münster http://www.ihk-nordwestfalen.de Telefon (0251) 707-363 | Telefax (0251) 707-8363

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Customer LDAP Sync/Login
by Gerren Murphy 05 Jan '10

05 Jan '10

All, I have the agent login and sync process working via LDAP, but cannot get the customer login piece to work correctly. What am I missing to allow customers to login via LDAP? Thanks in advance. Configuration as follows: ############################################################## # AUTHENTICATE CUSTOMERS AGAINST LDAP ############################################################## # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'MyDomain AD', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'myDomainController.myDomain.com', BaseDN => 'cn=Users,dc=mydomain,dc=com', SSCOPE => 'sub', UserDN => 'otrs_read_only', UserPw => 'xxxx', # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' #AlwaysFilter => '(objectclass=user)', Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, CustomerKey => 'uid', CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['uid', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], # show not own tickets in customer panel, CompanyTickets CustomerUserExcludePrimaryCustomerID => 0, # add a ldap filter for valid users (expert setting) # CustomerUserValidFilter => '(!(description=gesperrt))', # admin can't change customer preferences AdminSetPreferences => 0, # # cache time to life in sec. - cache any database queris # CacheTTL => 0, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserSalutation', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'uid', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ], ], }; Confidentiality Notice: The information contained in this transmission is confidential, proprietary and privileged and may be subject to protection under various state and Federal laws and regulations regarding non-public personal health and financial information. No confidentiality or privilege is waived or lost by any mistaken or unintended transmission. This information is for the use of the individual or entity to whom it is addressed for the sole purpose of performing the intended insurance-related function. All recipients are hereby notified that any improper use, distribution, or copying of this information is strictly prohibited and may subject you to applicable criminal and/or civil penalties. If you have received this transmission in error, please immediately notify the sender by replying to this e-mail message or calling 1.888.654.7100, and thereafter, immediately destroy the message.

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[Fwd: Config Item Groups]
by lucio.aquino＠ecosistemas.com.br 11 Dec '09

11 Dec '09

Hello for all How to assign a group of Config Items to a agent or a group of agents ? I want to limit the view of some CIs to a specific agent or group of them Thanks for all

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