November 2003 - otrs - OTRS mailing lists

RE: [otrs] Queue question
by Reurings, Chris 21 Nov '03

21 Nov '03

In addition to my previous message: It will only occur when an agent already replied to a new ticket, and the customer will send reply to that reply. It will stored in te personal MESSAGES list and not in the personal TICKET list. When configuring a queue you can configure the unlock time of a locked, but not YET REPLIED, mesage. Is there some way to do the same for a scenario written above? Sorry for the overflow of mail. I hope your buffer can handle it. ;-) Grtz Chris _____ From: Reurings, Chris Sent: Fri 11/21/2003 3:01 PM To: User questions and discussions about OTRS. Subject: RE: [otrs] Queue question Yes it is possible to unlock the ticket a place back to the queue. And you are right when you say it is a time consuming task to do that. So is there an option to automate this process by changing the code or some kind of rule? Tnx again _____ From: Chris Salter [mailto:csalter@educomts.com] Sent: Fri 11/21/2003 3:00 PM To: 'User questions and discussions about OTRS.' Subject: RE: [otrs] Queue question Is the ticket still locked for the original user? If so, they can unlock the ticket and that will put it back in the queue. But it could take a long time for an agent to go through each ticket and unlock it. -- Chris Salter -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Reurings, Chris Sent: November 21, 2003 8:53 AM To: User questions and discussions about OTRS. Subject: RE: [otrs] Queue question Ok, I used the wrong description of that function. But I understand the meaning of it. The "Ticket Lock after Follow Up" was already configured with "NO", so I changed it to "YES" and back to "NO", but with both settings the reply message of a customer was placed in the personal message list. What to do? I understand the meaning of the personal ticket list, but is there a way to parse reply messages to the corresponding queue and NOT to the personal messages list? Thank for your advise, Chris Reurings The Netherlands _____ From: Robert Kehl [mailto:robert.kehl@otrs.de] Sent: Fri 11/21/2003 2:31 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Queue question On Friday, November 21, 2003 2:15 PM Reurings, Chris <C.Reurings(a)vianova.nl> wrote: > Is there a way to store reply messages from customers in the related > queue (which is viewable for all of our agents) and not in a personal > message box? They aren't stored in a personal mailbox, as there doesn't exist any real mailboxes in OTRS. Your "mailbox" is a list of locked tickets. The feature you require is a per-queue-setting. You do this via the Admin interface: http://localhost/otrs/index.pl?Action=AdminQueue <http://localhost/otrs/index.pl?Action=AdminQueue> Set the Combobox "Ticket lock after a follow up:" to "No" and you're done, I suppose. htht, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ <http://www.otrs.de/> :: Tel. +49 (0)6172 4832388 _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ <http://otrs.org/> Archive: http://lists.otrs.org/pipermail/otrs <http://lists.otrs.org/pipermail/otrs> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs <http://lists.otrs.org/cgi-bin/listinfo/otrs> Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/ <http://www.otrs.de/>

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RE: [otrs] Queue question
by Reurings, Chris 21 Nov '03

21 Nov '03

Ok, I used the wrong description of that function. But I understand the meaning of it. The "Ticket Lock after Follow Up" was already configured with "NO", so I changed it to "YES" and back to "NO", but with both settings the reply message of a customer was placed in the personal message list. What to do? I understand the meaning of the personal ticket list, but is there a way to parse reply messages to the corresponding queue and NOT to the personal messages list? Thank for your advise, Chris Reurings The Netherlands _____ From: Robert Kehl [mailto:robert.kehl@otrs.de] Sent: Fri 11/21/2003 2:31 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Queue question On Friday, November 21, 2003 2:15 PM Reurings, Chris <C.Reurings(a)vianova.nl> wrote: > Is there a way to store reply messages from customers in the related > queue (which is viewable for all of our agents) and not in a personal > message box? They aren't stored in a personal mailbox, as there doesn't exist any real mailboxes in OTRS. Your "mailbox" is a list of locked tickets. The feature you require is a per-queue-setting. You do this via the Admin interface: http://localhost/otrs/index.pl?Action=AdminQueue <http://localhost/otrs/index.pl?Action=AdminQueue> Set the Combobox "Ticket lock after a follow up:" to "No" and you're done, I suppose. htht, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ <http://www.otrs.de/> :: Tel. +49 (0)6172 4832388 _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ <http://otrs.org/> Archive: http://lists.otrs.org/pipermail/otrs <http://lists.otrs.org/pipermail/otrs> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs <http://lists.otrs.org/cgi-bin/listinfo/otrs> Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/ <http://www.otrs.de/>

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RE: [otrs] Adding LDAP Customer Info
by Thomas Nilsen 21 Nov '03

21 Nov '03

Neil, Look at http://www.mail-archive.com/otrs@otrs.org/msg02199.html for info on how I got rid of some of the extra AD info (this will also remove groups!). However, I'm not sure how you would solve your issue to show all the groups the users is a member of.. Thomas >-----Original Message----- >From: Neil Lehouillier [mailto:NLehouillier@comptonpetroleum.com] >Sent: Thursday, November 20, 2003 5:20 PM >To: User questions and discussions about OTRS. >Subject: RE: [otrs] Adding LDAP Customer Info > > >Thomas, > >thanks a lot. Everything seems to be working perfectly with >the integration into Active Directory. Just a couple of >questions.....: > >1. With email-address or text that is too large to fit on the >Phone View Customer Info side of the screen... is there anyway >to get this information to wrap or to setup a web fix so that >when you hold the mouse over the information it brings up a >little box with the full information(last one difficult I'm >pretty sure)? > >2. In the Phone view customer info side of the screen I set >up a Groups field that shows the users group membership. But >it only shows the first one. Is there anyway to get it to >show all the groups and to filter out the extraneous >information >(ie....CN=Accounting,OU=Distribution,OU=Groups,DC=domain,DC=loc >al..... All I want to see is the CN=Accounting). > >Here is an example of the membership information on one user: >memberOf: CN=Audit,OU=Secret,OU=Groups,DC=domain,DC=local >memberOf: CN=Snr Accountants,OU=Secret,OU=Groups,DC=domain,DC=local >memberOf: CN=Accounting,OU=Distribution,OU=Groups,DC=domain,DC=local >memberOf: CN=All Staff,OU=Distribution,OU=Groups,DC=domain,DC=local >memberOf: CN=Hornet,OU=Secret,OU=Groups,DC=domain,DC=local >memberOf: CN=Accounting,OU=Secret,OU=Groups,DC=domain,DC=local >memberOf: CN=Users,CN=Builtin,DC=domain,DC=local > >Later.... > >Thanks... > >Neil > >-----Original Message----- >From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On >Behalf Of Thomas Nilsen >Sent: Thursday, November 20, 2003 8:36 AM >To: User questions and discussions about OTRS. >Subject: RE: [otrs] Adding LDAP Customer Info > > >Try changing CustomerKey to sAMAccountName. AD doesn't use uid >for the useraccounts. > >Thomas > >>-----Original Message----- >>From: Neil Lehouillier [mailto:NLehouillier@comptonpetroleum.com] >>Sent: Thursday, November 20, 2003 4:27 PM >>To: User questions and discussions about OTRS. >>Subject: RE: [otrs] Adding LDAP Customer Info >> >> >>I tried what you said and entered the following into my >Config.pm file: >> >> # customer uniq id >> CustomerKey => 'uid', >> # customer # >> CustomerID => 'mail', >> CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], >> CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], >> CustomerUserPostMasterSearchFields => ['mail'], >> CustomerUserNameFields => ['givenname', 'sn'], >> Map => [ >> # note: Login, Email and CustomerID needed! >> # var, frontend, storage, shown, required, storage-type >> [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], >> [ 'UserFirstname', 'Firstname', >>'ldap_attr_givenname', 1, 1, 'var' ], >> [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], >> [ 'UserLogin', 'Login', 'uid', 1, 1, 'var' ], >> [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], >> [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], >> [ 'UserPhone', 'Phone', >>'ldap_attr_telephoneNumber', 1, 0, 'var' ], >> [ 'UserAddress', 'Address', 'postaladdress', 1, >0, 'var' ], >> [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], >> ], >> }; >> >>When I perform the search I don't see anything more on the screen. >> >>In the System Log of OTRS it shows this: >>Thu Nov 20 08:19:23 2003 error OTRS-CGI-10 Need User or CustomerID! >> >>Shouldn't it be able to grab the customer id from the >>CustomerID => 'mail' field? >> >>Later.... >> >> >>Thanks for the help..... >> >>Neil >> >> >> >> >>-----Original Message----- >>From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On >>Behalf Of Martin Edenhofer >>Sent: Wednesday, November 19, 2003 3:42 PM >>To: User questions and discussions about OTRS. >>Subject: Re: [otrs] Adding LDAP Customer Info >> >> >>Hi Neil, >> >>On Wed, Nov 19, 2003 at 09:39:17AM -0700, Neil Lehouillier wrote: >>> thanks for responding so quickly. This config allows me to >>search by >>> user id which is something I was looking for but it still doesn't >>> answer my first two questions. What I want is to include more >>> information for teh tech guys in the ticket view. When I click on >>> phone view and then enter a user name I want otrs to display >>the user >>> information such as Full Name, Phone #, Email Address, and Office >>> number(all of which is entered in Active Directory) on >>either the side >>> of the screen where it says Customer Info or within the first couple >>> of lines of the text of the ticket. Is this possible? >> >>Yes, you can do this. Add more to the Map of the CustomerUser config >>option: >> >> $Self->{CustomerUser} = { >> [...] >> Map => [ >> # note: Login, Email and CustomerID needed! >> # var, frontend, storage, shown, required, storage-type >> [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], >> [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], >> [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], >> [ 'UserLogin', 'Login', 'uid', 1, 1, 'var' ], >> [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], >> [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], >> [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], >> [ 'UserHost', 'Host', 'ldap_attr_host', 1, 0, 'var' ], >> [ 'UserIP', 'Host IP', 'ldap_attr_host_ip', 1, 0, 'var' ], >> [ 'UserXxxx', 'Xxxx', 'ldap_attr_xxxx', 1, 0, 'var' ], >> [ 'UserXxxx', 'Xxxx', 'ldap_attr_xxxx', 1, 0, 'var' ], >> [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], >> [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], >> ], >> }; >> >> >>> Neil >> >> Martin >> >>-- >>((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg >> http://www.otrs.de/ :: Tel. +49 (0)6172 4832388 >> >>_______________________________________________ >>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/ _______________________________________________ >>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. >_______________________________________________ >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/ >_______________________________________________ >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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Queue question
by Reurings, Chris 21 Nov '03

21 Nov '03

Hi OTRS users, We want to use the OTRS for our customer support unit. Several persons are working for that unit, so we use multiple agent accounts for OTRS. The problem is when Agent 1 has processed a ticket and a customer sends a reply to that ticket, the reply message will be stored in the personal message box of Agent 1. So other agents are not able to view an incoming reply of a customer which is processed by Agent 1. What I mean is when Agent 1 is out of office, other agents are not able to view reply messages from customers. So it is possible that a customer has to wait for a week to get a response! That's not acceptable for us and our clients. Is there a way to store reply messages from customers in the related queue (which is viewable for all of our agents) and not in a personal message box? This is in dutch: Zijn er ook Nederlandse gebruikers van het OTRS systeem die mij kunnen helpen met dit probleem? Kind regards, Chris Reurings c.reurings(a)vianova.nl < < <mailto:c.reurings@caesar.nl> mailto:c.reurings@caesar.nl> mailto:c.reurings@caesar.nl <mailto:c.reurings@caesar.nl> > The Netherlands

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New messages and formatting question
by Peter van Rensburg 20 Nov '03

20 Nov '03

Hi, 1. How can I get rid of the new messages in the agent frontend? IE: "[ Ticket#: 2003111410000045 ] New message!" I've already zoomed on the ticket, but the "New message!" stays there. 2. How can I see all comments on a zoomed ticket in the agent frontend at once? I don't want to click on each customer or agent comment, I just want to scroll down and see the comments in chronological order. 3. Why is the CustomerFooter.dtl and CustomerHeader.dtl's contents included in CustomerLogin.dtl instead of a reference? Thanks, Peter

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RE: [otrs] Adding LDAP Customer Info
by Neil Lehouillier 20 Nov '03

20 Nov '03

Thomas, thanks a lot. Everything seems to be working perfectly with the integration into Active Directory. Just a couple of questions.....: 1. With email-address or text that is too large to fit on the Phone View Customer Info side of the screen... is there anyway to get this information to wrap or to setup a web fix so that when you hold the mouse over the information it brings up a little box with the full information(last one difficult I'm pretty sure)? 2. In the Phone view customer info side of the screen I set up a Groups field that shows the users group membership. But it only shows the first one. Is there anyway to get it to show all the groups and to filter out the extraneous information (ie....CN=Accounting,OU=Distribution,OU=Groups,DC=domain,DC=local..... All I want to see is the CN=Accounting). Here is an example of the membership information on one user: memberOf: CN=Audit,OU=Secret,OU=Groups,DC=domain,DC=local memberOf: CN=Snr Accountants,OU=Secret,OU=Groups,DC=domain,DC=local memberOf: CN=Accounting,OU=Distribution,OU=Groups,DC=domain,DC=local memberOf: CN=All Staff,OU=Distribution,OU=Groups,DC=domain,DC=local memberOf: CN=Hornet,OU=Secret,OU=Groups,DC=domain,DC=local memberOf: CN=Accounting,OU=Secret,OU=Groups,DC=domain,DC=local memberOf: CN=Users,CN=Builtin,DC=domain,DC=local Later.... Thanks... Neil -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Thomas Nilsen Sent: Thursday, November 20, 2003 8:36 AM To: User questions and discussions about OTRS. Subject: RE: [otrs] Adding LDAP Customer Info Try changing CustomerKey to sAMAccountName. AD doesn't use uid for the useraccounts. Thomas >-----Original Message----- >From: Neil Lehouillier [mailto:NLehouillier@comptonpetroleum.com] >Sent: Thursday, November 20, 2003 4:27 PM >To: User questions and discussions about OTRS. >Subject: RE: [otrs] Adding LDAP Customer Info > > >I tried what you said and entered the following into my Config.pm file: > > # customer uniq id > CustomerKey => 'uid', > # customer # > CustomerID => 'mail', > CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], > CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], > CustomerUserPostMasterSearchFields => ['mail'], > CustomerUserNameFields => ['givenname', 'sn'], > Map => [ > # note: Login, Email and CustomerID needed! > # var, frontend, storage, shown, required, storage-type > [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], > [ 'UserFirstname', 'Firstname', >'ldap_attr_givenname', 1, 1, 'var' ], > [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], > [ 'UserLogin', 'Login', 'uid', 1, 1, 'var' ], > [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], > [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], > [ 'UserPhone', 'Phone', >'ldap_attr_telephoneNumber', 1, 0, 'var' ], > [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], > [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], > ], > }; > >When I perform the search I don't see anything more on the screen. > >In the System Log of OTRS it shows this: >Thu Nov 20 08:19:23 2003 error OTRS-CGI-10 Need User or CustomerID! > >Shouldn't it be able to grab the customer id from the >CustomerID => 'mail' field? > >Later.... > > >Thanks for the help..... > >Neil > > > > >-----Original Message----- >From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On >Behalf Of Martin Edenhofer >Sent: Wednesday, November 19, 2003 3:42 PM >To: User questions and discussions about OTRS. >Subject: Re: [otrs] Adding LDAP Customer Info > > >Hi Neil, > >On Wed, Nov 19, 2003 at 09:39:17AM -0700, Neil Lehouillier wrote: >> thanks for responding so quickly. This config allows me to >search by >> user id which is something I was looking for but it still doesn't >> answer my first two questions. What I want is to include more >> information for teh tech guys in the ticket view. When I click on >> phone view and then enter a user name I want otrs to display >the user >> information such as Full Name, Phone #, Email Address, and Office >> number(all of which is entered in Active Directory) on >either the side >> of the screen where it says Customer Info or within the first couple >> of lines of the text of the ticket. Is this possible? > >Yes, you can do this. Add more to the Map of the CustomerUser config >option: > > $Self->{CustomerUser} = { > [...] > Map => [ > # note: Login, Email and CustomerID needed! > # var, frontend, storage, shown, required, storage-type > [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], > [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], > [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], > [ 'UserLogin', 'Login', 'uid', 1, 1, 'var' ], > [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], > [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], > [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], > [ 'UserHost', 'Host', 'ldap_attr_host', 1, 0, 'var' ], > [ 'UserIP', 'Host IP', 'ldap_attr_host_ip', 1, 0, 'var' ], > [ 'UserXxxx', 'Xxxx', 'ldap_attr_xxxx', 1, 0, 'var' ], > [ 'UserXxxx', 'Xxxx', 'ldap_attr_xxxx', 1, 0, 'var' ], > [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], > [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], > ], > }; > > >> Neil > > Martin > >-- >((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg > http://www.otrs.de/ :: Tel. +49 (0)6172 4832388 > >_______________________________________________ >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/ _______________________________________________ >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. _______________________________________________ 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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Upgrade from OTRS 0.5 beta 8 to OTRS 1.1.3
by Diego Fernandez 20 Nov '03

20 Nov '03

Hi Martin, (I searched the list but i didn't find exactly this) I've installed OTRS 0.5 beta 8 and I want to upgrade to OTRS 1.1.3. Is there any way to upgrade directly from 0.5 beta8 to 1.1.3, without passing through 1.0.1 ? Do you have any script that do this? If not, can you make one? Operating System: Linux Red Hat 7.3 OTRS: 0.5 Beta8 apache-1.3.27-3 mysql-3.23.49-3 perl-5.6.1-34.99.6 thanks. Diego Fernández Servicios Profesionales http://openware.biz eMail: dfernandez(a)openware.biz

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RE: [otrs] Adding LDAP Customer Info
by Thomas Nilsen 20 Nov '03

20 Nov '03

Try changing CustomerKey to sAMAccountName. AD doesn't use uid for the useraccounts. Thomas >-----Original Message----- >From: Neil Lehouillier [mailto:NLehouillier@comptonpetroleum.com] >Sent: Thursday, November 20, 2003 4:27 PM >To: User questions and discussions about OTRS. >Subject: RE: [otrs] Adding LDAP Customer Info > > >I tried what you said and entered the following into my Config.pm file: > > # customer uniq id > CustomerKey => 'uid', > # customer # > CustomerID => 'mail', > CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], > CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], > CustomerUserPostMasterSearchFields => ['mail'], > CustomerUserNameFields => ['givenname', 'sn'], > Map => [ > # note: Login, Email and CustomerID needed! > # var, frontend, storage, shown, required, storage-type > [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], > [ 'UserFirstname', 'Firstname', >'ldap_attr_givenname', 1, 1, 'var' ], > [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], > [ 'UserLogin', 'Login', 'uid', 1, 1, 'var' ], > [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], > [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], > [ 'UserPhone', 'Phone', >'ldap_attr_telephoneNumber', 1, 0, 'var' ], > [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], > [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], > ], > }; > >When I perform the search I don't see anything more on the screen. > >In the System Log of OTRS it shows this: >Thu Nov 20 08:19:23 2003 error OTRS-CGI-10 Need User or CustomerID! > >Shouldn't it be able to grab the customer id from the >CustomerID => 'mail' field? > >Later.... > > >Thanks for the help..... > >Neil > > > > >-----Original Message----- >From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On >Behalf Of Martin Edenhofer >Sent: Wednesday, November 19, 2003 3:42 PM >To: User questions and discussions about OTRS. >Subject: Re: [otrs] Adding LDAP Customer Info > > >Hi Neil, > >On Wed, Nov 19, 2003 at 09:39:17AM -0700, Neil Lehouillier wrote: >> thanks for responding so quickly. This config allows me to >search by >> user id which is something I was looking for but it still doesn't >> answer my first two questions. What I want is to include more >> information for teh tech guys in the ticket view. When I click on >> phone view and then enter a user name I want otrs to display >the user >> information such as Full Name, Phone #, Email Address, and Office >> number(all of which is entered in Active Directory) on >either the side >> of the screen where it says Customer Info or within the first couple >> of lines of the text of the ticket. Is this possible? > >Yes, you can do this. Add more to the Map of the CustomerUser config >option: > > $Self->{CustomerUser} = { > [...] > Map => [ > # note: Login, Email and CustomerID needed! > # var, frontend, storage, shown, required, storage-type > [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], > [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], > [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], > [ 'UserLogin', 'Login', 'uid', 1, 1, 'var' ], > [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], > [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], > [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], > [ 'UserHost', 'Host', 'ldap_attr_host', 1, 0, 'var' ], > [ 'UserIP', 'Host IP', 'ldap_attr_host_ip', 1, 0, 'var' ], > [ 'UserXxxx', 'Xxxx', 'ldap_attr_xxxx', 1, 0, 'var' ], > [ 'UserXxxx', 'Xxxx', 'ldap_attr_xxxx', 1, 0, 'var' ], > [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], > [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], > ], > }; > > >> Neil > > Martin > >-- >((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg > http://www.otrs.de/ :: Tel. +49 (0)6172 4832388 > >_______________________________________________ >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/ >_______________________________________________ >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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otrs4win32-1.1.3-beta4.exe released
by Robert Kehl 20 Nov '03

20 Nov '03

Today we present to you the second public beta of the OTRS for Windows32 Installer: otrs4win32-1.1.3-beta4.exe (39 MB) ftp://ftp.gwdg.de/pub/misc/otrs/misc/win32/otrs4win32-1.1.3-beta4.exe MD5: 84194f6e91e377712fd0bfdb95e74b0b This new beta-release comes with a lot of bug fixes and improvements, among which there is an easy service management for Apache, MySQL and CRONw. We now provide a much more comprehensive and convenient uninstaller/maintenance part. Please note that at the moment the installer does a few checks only for already installed components. The INSTALL document can be found at http://doc.otrs.org/cvs/html/install-win32.html Please be so kind to direct all questions and answers to this mailing list. You are encouraged to file reports on bugs (if you found some) via http://bugs.otrs.org/ We would very much like to hear from your experiences with this software. Thank you for your help! With highest regards, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388

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RE: [otrs] Adding LDAP Customer Info
by Neil Lehouillier 20 Nov '03

20 Nov '03

I tried what you said and entered the following into my Config.pm file: # customer uniq id CustomerKey => 'uid', # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'ldap_attr_givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'uid', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'ldap_attr_telephoneNumber', 1, 0, 'var' ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; When I perform the search I don't see anything more on the screen. In the System Log of OTRS it shows this: Thu Nov 20 08:19:23 2003 error OTRS-CGI-10 Need User or CustomerID! Shouldn't it be able to grab the customer id from the CustomerID => 'mail' field? Later.... Thanks for the help..... Neil -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Martin Edenhofer Sent: Wednesday, November 19, 2003 3:42 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Adding LDAP Customer Info Hi Neil, On Wed, Nov 19, 2003 at 09:39:17AM -0700, Neil Lehouillier wrote: > thanks for responding so quickly. This config allows me to search by > user id which is something I was looking for but it still doesn't > answer my first two questions. What I want is to include more > information for teh tech guys in the ticket view. When I click on > phone view and then enter a user name I want otrs to display the user > information such as Full Name, Phone #, Email Address, and Office > number(all of which is entered in Active Directory) on either the side > of the screen where it says Customer Info or within the first couple > of lines of the text of the ticket. Is this possible? Yes, you can do this. Add more to the Map of the CustomerUser config option: $Self->{CustomerUser} = { [...] Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'uid', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], [ 'UserHost', 'Host', 'ldap_attr_host', 1, 0, 'var' ], [ 'UserIP', 'Host IP', 'ldap_attr_host_ip', 1, 0, 'var' ], [ 'UserXxxx', 'Xxxx', 'ldap_attr_xxxx', 1, 0, 'var' ], [ 'UserXxxx', 'Xxxx', 'ldap_attr_xxxx', 1, 0, 'var' ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; > Neil Martin -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388 _______________________________________________ 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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