October 2003 - otrs - OTRS mailing lists

Ticket number at the end of the subject-line?
by Luc Stroobant 15 Oct '03

15 Oct '03

Is there a config option to put the ticket at the end of the subject? In a way that: [ticket# 123456] This is my subject becomes This is my subject [ticket# 123456] Our "communication manager" thinks this is more elegant. ;-) Thanks, Luc

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How to make a message not New?
by Wes Plate 14 Oct '03

14 Oct '03

Let's say a customer replies, so I have a "New Message" waiting for me. Let's say that I'm not going to reply right away, but I'm also not going to close the ticket. How can I make a message not keep telling me it is new without replying to the customer? -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

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Customers and AD LDAP + general authentication
by Thomas Nilsen 14 Oct '03

14 Oct '03

Hi, We are currently looking at using OTRS to handle our IT dept support desk. However, we have a couple of issues, all relating to Windows Active Directory integration. ORTS is installed on a Linux box. * The customer LDAP integration: Is it possible to filter on the LDAP query? The default customer LDAP query brings back users, groups and computer accounts, and all we need is the user accounts. Is it possible to include a filter in this function which only looks up the user values if let's say "sAMAccountType=805306368"? * Agent/Customer Login authentication: Have anyone integrated the login screens for agent and Customers with normal Apache HTTP AUTH type authentication? We are using NTLM via the perl module Authen::NTLM for apache. With this we can authenticate seamless for all IE users. It would be extremely nice to be able to use this function with OTRS as well. Since OTRS is written in Perl it ought to be possible to do this, but I'm not very good with perl coding yet... The other option would be to use cookie authentication from a trusted SSO system like WebAuth http://webauthv3.stanford.edu/. * Customers import from Active Directory: As the customer must exist in the OTRS database, have anyone written any synchronisation scripts to update ORTS with data directly from Active Directory (or any other LDAP database) on a daily basis? If not, is it enough to populate the customer_user table, or are there other tables that needs to be updated at the same time when inserting a new customer from the "back side"? Regards, Thomas Nilsen Svg Support Tel: +47 51 81 01 30 - Mob: +47 916 98 229 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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Custom customer login using Apache HTTP AUTH
by Thomas Nilsen 14 Oct '03

14 Oct '03

Have anyone changed the default login screen for the customer section of OTRS? We need to use Apache's HTTP AUTH, and just pass on the authenticated username from the header... It is really only needed for the customer login screen. We will be using NTLM authentication, so only the username is available in the header. I guess we could also use cookies if the lifetime was long enough (30 days). From a search on the mailing list I understand that the max lifetime is 24 hours, is that still so on 1.1.3? Regards, Thomas Nilsen Svg Support Tel: +47 51 81 01 30 - Mob: +47 916 98 229 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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RE: [otrs] changing subject and other ticket values
by Covert, Jake 14 Oct '03

14 Oct '03

I agree that this would be very helpful. Jake Covert -----Original Message----- From: Matthias Wegner [mailto:Matthias.Wegner@cimt-ag.de] Sent: Tuesday, October 14, 2003 5:19 AM To: User questions and discussions about OTRS. Subject: AW: [otrs] changing subject and other ticket values Hi Robert, the feature, Wouter Mignon, is requesting would help us too. > On Sunday, October 12, 2003 11:15 PM > Wouter Mignon <wouter.mignon(a)khleuven.be> wrote: > > Is it possible to change the ticket subject and other values from > > within the otrs agent interface? This would be handy > because sometimes > > 'customers' don't describe their problem well. > The Request, as i understand it: To be able to change the subject text of the Ticket i will see in the various Personal- und Queuelists, because the subject of the ticket might change while im working on it or the subject of the opening mail is not very helpful. May be the following design might be good for many purposes without modifying the behaviour of stored articles. Add a "Headline" field to the ticket. Default value will be the subject of the ticket opening article. The headline will be displayed in every ticket list and can be modified by the Agent any time. Greetings Matthias _______________________________________________ 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/

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withdrawing question on retrieving closed tickets
by Mr Akshay Thopliyal 14 Oct '03

14 Oct '03

Hi, feel a little foolish about the question on closed tickets. I had missed out the utilities page altogether. apologies. affly, Akshay. p.s. it would be helpful if someone could point out a link where I can get more info on the tables and what they keep in the database.

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TicketStorageModule switch
by Jim Wight 14 Oct '03

14 Oct '03

Defaults.pm has this to say about switching TicketStorageModule: # TicketStorageModule (Don't use it for big emails/attachments!) # (where attachments and co is stored - switch from fs -> db possible # but not from db -> fs - old attachments are not shown) Am I correct in interpreting that to say that switching from db -> fs is possible provided you are prepared to accept that any attachments already in the system will become hidden. Jim

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RE: [otrs] OTRS to ignore certain emails
by Rogers, Weston 14 Oct '03

14 Oct '03

Oct 14 15:42:41 l33t sendmail[7346]: h9EJgeUK007346: to=otrs, ctladdr=root (0/0), delay=00:00:01, xdelay=00:00:00, mailer=relay, pri=30024, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent (h9EJgfpD007348 Message accepted for delivery) Oct 14 15:42:42 l33t sendmail[7349]: h9EJgfpD007348: to=<otrs(a)l33t.uslec.net>, ctladdr=<root(a)l33t.uslec.net> (0/0), delay=00:00:01, xdelay=00:00:01, mailer=local, pri=30513, dsn=2.0.0, stat=Sent procmail: [7265] Tue Oct 14 15:39:11 2003 procmail: No match on ! "^From.*(a)uslec.com" procmail: Match on ! "^From.*(a)example.com" procmail: Couldn't determine implicit lockfile from "grep" procmail: Locking ".lock" procmail: Executing "grep,-vi,^X-OTRS-" procmail: Unlocking ".lock" procmail: No match on "^Sender:.*@hotmail.com" procmail: Match on "TO:.*hostmaster" procmail: Couldn't determine implicit lockfile from "formail" procmail: Locking ".lock" procmail: Executing "formail,-I,X-OTRS-Queue: Hostmaster Queue" procmail: Unlocking ".lock" procmail: Locking "/opt/otrs//var/INBOX.Backup.2003-10.lock" procmail: Assigning "LASTFOLDER=/opt/otrs//var/INBOX.Backup.2003-10" procmail: Opening "/opt/otrs//var/INBOX.Backup.2003-10" procmail: Acquiring kernel-lock procmail: Unlocking "/opt/otrs//var/INBOX.Backup.2003-10.lock" procmail: Couldn't determine implicit lockfile from "/opt/otrs//bin/PostMaster.pl" procmail: Locking ".lock" procmail: Executing "/opt/otrs//bin/PostMaster.pl" procmail: [7265] Tue Oct 14 15:39:12 2003 procmail: Assigning "LASTFOLDER=/opt/otrs//bin/PostMaster.pl" procmail: Unlocking ".lock" procmail: Notified comsat: "otrs@:/opt/otrs//bin/PostMaster.pl" Thanks ;) -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Tuesday, October 14, 2003 3:37 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] OTRS to ignore certain emails On Tue, Oct 14, 2003 at 03:25:44PM -0400, Rogers, Weston wrote: > > Take care that your MTA is configured with procmail. It doesn't > > looks so. > > It's sendmail, and it's configured with procmail properly .. Also the > test > > cat /opt/otrs/doc/test-email-1.box | /opt/otrs/bin/PostMaster.pl > > works as supposed... Anything else I can try? Is the .mailfilter file > supposed to be updated with the .procmailrc changes you make? What is in your /var/log/mail if you send an email to your local otrs user? And what is in the procmail log ~otrs/var/log/procmail-$MONTHFOLDER.log? > Wes Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "The number of Unix installations has grown to 10, with more expected." The Unix Programmer's Manual, 2nd Edition, June 1972 _______________________________________________ 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/

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RE: [otrs] OTRS to ignore certain emails
by Rogers, Weston 14 Oct '03

14 Oct '03

> Take care that your MTA is configured with procmail. It doesn't looks so. It's sendmail, and it's configured with procmail properly .. Also the test cat /opt/otrs/doc/test-email-1.box | /opt/otrs/bin/PostMaster.pl works as supposed... Anything else I can try? Is the .mailfilter file supposed to be updated with the .procmailrc changes you make? Wes -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Tuesday, October 14, 2003 3:26 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] OTRS to ignore certain emails Hi Rogers, On Tue, Oct 14, 2003 at 02:53:46PM -0400, Rogers, Weston wrote: > For some reason, fetchmail works and it delivers it to the correct > queue, but even without a .procmailrc it does that, and anything I add > in my .procmailrc doesn't seem to work. > [...] > Anything that gets sent from @uslec.net doesn't show up in OTRS at all. > Isn't that backwards? And the ignore line doesn't ignore.. It just gets > delivered to OTRS like normal. Ignored emails will be ignored (and not spooled anywhere). Take care that your MTA is configured with procmail. It doesn't looks so. > Thanks for all the help.. > Weston Rogers > Data Applications Engineer > USLec Corp. > 704.319.1332 Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- esanta: 9:23pm an 53 Tage 22:40, 9 Benutzer, Durchschnittslast: 0,21, 0,18, 0,12 _______________________________________________ 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/

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What is the function of 'AgentCanBeCustomer' ?
by Dennis.Buehring＠net-and-works.de 14 Oct '03

14 Oct '03

Hi, i like to know what this config-option is used for. Am i able to select agent-users from the dropdownlist when creating a new ticket with this option enabled ? mfg Dennis

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