October 2003 - otrs - OTRS mailing lists

Customer users Access Control
by Patrick Zwahlen 09 Oct '03

09 Oct '03

Hi all, I would like to get an approximation of the complexity for having more grnular access control for the customer users, especially on the customer.pl we page. Problem is: We have customers using customer.pl to create new tickets and view the status of existing tickets. For very big customers, we have the requirement to support one more access level, namely a customer site. A customer is divided into several sites, and each site has some site's contacts which have the rights to open/view tickets for *their own site* only. With the current 2-levels architecture (customer/customerUser), we basically would have to create a new customer for each new site, and call the customers like 'customerA-site1', 'customerA-site2', 'customerB'... and so on. We then loose a global view of all the tickets linked to 'customerA'. Do you see it as feasible to have such a feature ? Customer users are being looked up in an LDAP directory. Next question will be: can we have a kind of 'super' user for a customer, able to see the tickets of all the sites ? Thx for your ideas and comments. BR, - Patrick - __________________________________________________________________ DISCLAIMER This email and any files transmitted with it, including replies and forwarded copies (which may contain alterations) subsequently transmitted from the Company, are confidential and solely for the use of the intended recipient. It may contain material protected by attorney-client privilege. The contents do not represent the opinion of Dimension Data Switzerland except to the extent that it relates to their official business. If you are not the intended recipient or the person responsible for delivering to the intended recipient, be advised that you have received this email in error and that any use is strictly prohibited. If you are not the intended recipient, please advise the sender by return e-mail, then delete this message and any attachments. Dimension Data Switzerland : http://www.ch.didata.com

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Queueview - exclude AUTO tickets
by Neil Gow 09 Oct '03

09 Oct '03

Hi, Just started using OTRS and so far finding it very useful, but we are finding some aspects quite confusing, but presume this is just because we do not appreciate why it works the way it does. The main thing we are having problems understanding is the QueueView and AUTO items. Ideally we would like to exclude all AUTO items from the queueview by default unless they have exceeded the time set against them. Basically, we would like to be able to respond to an item, set the AUTO state and date time, unlock it (so that it is not owned, as anyone can deal with it or we may not be in the office that day) and then forget it until a reply is received or the AUTO is triggered. Is this possible or sensible even? Thank you Neil

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Malformed UTF-8 character
by Matteo Forni 08 Oct '03

08 Oct '03

Hi, When I try to run install.pl from web, I get a 500 error. When I try to run from command line I get this error: <mailto:root@cpanel> root@cpanel [/home/otrs/bin/cgi-bin]# ./installer.pl [Tue Oct 7 16:50:45 2003] Generic.pm: Malformed UTF-8 character (1 byte, need 3, after start byte 0xe7) at /home/otrs/bin/cgi-bin/../../Kernel/Output/HTML/Generic.pm line 686. What can it be? **************************** Matteo Forni New Solutions Kraus e Moor Technical Administrator Tel: +41 (0)79 636 00 03 matteo(a)newsolutions.ch

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7000 Support-Entries from one Domain-Robot
by list＠supratec.de 08 Oct '03

08 Oct '03

Hello! Tonight an Domain-Robot creates over 7000 Support Entries in OTRS. Is there any method to delete all Tickets from one E-Mailadress? I have over 80 pages in Queue-View! 2. Isnt there function that one e-mail adress couldn't create so much tickets in 24 hours? Postmaster.pl has this function for auto-reply: ERROR: OTRS-PM3-10 Perl: 5.8.0 OS: linux Time: Wed Oct 8 09:00:01 2003 Message: LoopProtection!!! Send no more emails to '<fake-robot(a)nns1.xyz.de>'! Max. count of 40 has been reached! Why not for incoming messages? Thank you for any help, we cant find our normal support tickets between the 7000 robot-tickets! Best regards Gerhard

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Queue permissions in otrs
by Pascal Gouttebel 08 Oct '03

08 Oct '03

Hi All, We are running OTRS for quite while now and are increasingly satisfied with the system. Great piece of work. However we found that the queue permissions being limitedto "ro" (read only) and "rw" (read write) are a bit restrictive. With the "MoveIntoAllQueues" switch in "Config.pm" you can allow all the agents to move to all the queues. Nice but, some of our agents abused on this feature by junking tickets they should'nt. Also as we have a lot of queues the selection box when moving tickets has a lot of entries.... That's why we thought sometimes it would be nice to be able to grant only "move" rights to an agent for a specific queue. So we decided to add a "mv" right to OTRS. We tried our best to keep the otrs logic in place (if you have "rw" you automatically have "mv"). Please post questions or have a look at the attached file. I would like to hear from you what you think about it and if those changes could eventually become part of the OTRS core. And what can we do to help this happen. find the changed sources here: (See attached file: move_permission.htm)(See attached file: permission_move_1.1.3.tar.gz) Paul Rhein & Pascal Gouttebel Ps : If you have any question or request, please contact us : Pascal_Gouttebel(a)ept.lu

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Some new statistics php pages for everyone
by Covert, Jake 08 Oct '03

08 Oct '03

Using a php script that Mike Seigafuse sent over the developers mailing list, a co-worker of mine, Krishna Prakashbhat, has wonderfully modified the php file and created three new ones. Thanks Mike & Krishna. The php files are attached. One shows the number of tickets per month, per queue. One shows the number of tickets processed by each technician, each month. The last one shows the average time a ticket takes to go from new to closed. As for how to use these, just edit them and change the db, db_user, and db_user_pwd. Then place them on your web server and, assuming you have php installed, it should be able to pull some information for you. Right now, this is enough for me to get this into excell and make the fancy chart my boss wants. If anyone wanted to help out they could do either: A) Clean up the php so it's presented it a little better way (more easily copied into excel :-) B) Modify the makeStat.pl to add some of this information in....? Cheers, ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com *********************************

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RE: [otrs] LDAP look-up customer
by Thomas Nilsen 08 Oct '03

08 Oct '03

I'm testing 1.1.3 of OTRS and using it agains an AD LDAP tree. When a user sends an email to the otrs@... queue, the new ticket is registered on the correct user, and the "CustomerID" field show the correct user as one would expect. Could it be that your LDAP settings in Config.pm needs changing? I believe the key here is the 'CustomerID => ' entry. Set this to match you mail field. We are using : CustomerID => 'mail', Regards, Thomas >-----Original Message----- >From: Wouter Mignon [mailto:wouter.mignon@khleuven.be] >Sent: Wednesday, October 08, 2003 4:40 PM >To: Otrs users Mailinglist >Subject: [otrs] LDAP look-up customer > > >Hi, > >When a customer sends a mail he isn't looked up in the LDAP. This is >very annoying cause for every mail that we receive, we have to click >'customer', 'search user', 'update'. Could this look-up be >integrated in >the fetchmail script. So once the mails are fetched al the users known >to the LDAP are associated with their LDAP entry? > >greets, >Wouter > >_______________________________________________ >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 oder Consulting für Ihr OTRS System? >=> http://www.otrs.de/ > DISCLAIMER: This message contains information that may be privileged or confidential and is the property of the Roxar Group. It is intended only for the person to whom it is addressed. If you are not the intended recipient, you are not authorised to read, print, retain, copy, disseminate, distribute, or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message.

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Just installed, need some help
by Au Yong Tien Chee 08 Oct '03

08 Oct '03

Hi all, Just installed otrs and now trying it out all the features... However there's a few things I'd like to achieve here, but unfortunately haven't been able to find any help on the mailing list archive - so I ask them here: 1) Rejects/drop/ignore all incoming mails through the PostMaster pipe that is not originating (From: email address) from an existing customer in the database record. *As I manually create accounts for my clients, this will allow me to ditch away all possible spams :) 2) Whenever a customer submit a new request through e-mail, an auto-responder is sent back to the customer acknowledging receipt of the request and includes the ticket's number. Seems a very common feature in a helpdesk system but how come it is not implemented? Hope you guys can help. Thanks! Best regards, Au Yong

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LDAP look-up customer
by Wouter Mignon 08 Oct '03

08 Oct '03

Hi, When a customer sends a mail he isn't looked up in the LDAP. This is very annoying cause for every mail that we receive, we have to click 'customer', 'search user', 'update'. Could this look-up be integrated in the fetchmail script. So once the mails are fetched al the users known to the LDAP are associated with their LDAP entry? greets, Wouter

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Importing Notes-Exports via mail
by Dennis.Buehring＠net-and-works.de 08 Oct '03

08 Oct '03

Hi, i use a perl-script to generate mails from a large plain-text Notes-Export, but in OTRS the otrsadmin-account becomes owner of the ticket. Which X-Header do i have to use to generate tickets with the same user as in the Notes-Export. Is there a way to set the article_type of the created ticket ? mfg Dennis

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