November 2003 - otrs - OTRS mailing lists

Feature enquiry
by Jon Grov 20 Nov '03

20 Nov '03

Dear Sirs, We're currently evaluating OTRS for use in a fairly complex ticket-handling environment (thanks to all developers for an excellent system). For this project to succeed, we need the following features which currently does not seem to be supported by OTRS. - Relationships between tickets (e.g. "dependencies" - that ticket A depends on ticket B to be resolved). - The opportunity to associate keywords/metadata with tickets (this would of course also affect the search-interface). - Web-interface for updating an LDAP-server. We plan to integrate this with OpenLDAP, and we need to associate individual customers with organizations. - Of lesser importance is the possibility to associate several attachments to tickets and responses in the web-interface - is this as trivial as we hope? Is anyone already working on this, or has anyone good third-party products to recommend (this is probably most relevant for the LDAP-interface)? We're on a fairly tight schedule, and if necessary, we're willing to do most of the work, but I'd be very happy to receive guidance in the process - especially since it's important to us that our enhancements could be inserted back into the OTRS-core. -- Best regards Jon Grov, Linpro as

1 0

Can only login on localhost, via web won't work.
by GLASHEEN,JOHN D 20 Nov '03

20 Nov '03

I have a new Redhat 9 server with pretty much default settings, fully updated as far as Redhat is concerned, but Apache, Perl, etc are the versions that came with the Redhat ISO (I haven't figured out how to yet) All seems swell when I login at http://localhost/otrs/index.pl, but I can't login with any username via the web (not local host). I can see the login page, but there's also the following accross the bottom: ******* Forbidden You don't have permission to access /otrs/ on this server. Additionally, a 403 Forbidden error was encountered while trying to use an ErrorDocument to handle the request. Apache/2.0.40 Server at rivers Port 80 ***** Any ideas? I assume that it's a permissions thing. Thanks, John -- GLASHEEN,JOHN D

2 1

RE: New Message Age
by Charles R. "Rusty" Thompson 20 Nov '03

20 Nov '03

>>We have a problem with the personal queue views. When it says 'New Message!' in red or whatever, we need it to also state the age or at least the date/timestamp of that new message. I know.. it's our techs own fault for not posting a note to clear the new message deal but we'd really like to see the age of the emails in the list view.<< I got it! Hacked one of the PM's to use Time::Local and grabbed the date from the Article then did a little quick math and ran it through the customerage function. They are happy now. Whew!

2 1

Running OTRS on SUSE Linux 9.0
by Juan Gonzalez 19 Nov '03

19 Nov '03

I picked up a copy of SUSE 9.0 and installed it on my computer. I then saw that a release of OTRS was already on there, but went ahead and updated to the latest version. I love how the setup is fast and easy with SUSE, but am running into a problem. I run the PostMasterPOP3.pl script, and I get 2 "Use of uninitiated value in numeric eq (==) at /usr/lib/perl5/5.8.1/Net/POP3.pm" error messages at lines 306 and 302. ERROR: OTRS-PM3-10 Perl: 5.8.1 OS: linux Message: Auth for user support(a)192.168.1.1 failed! Traceback (10561) Module: main :: Fetchmail (v 1.9.2.2) Line: 140 Module: ./PostMasterPOP3.pl (v 1.9.2.2) Line: 106 I went through the steps of creating a different user, turning on procmail and inputting my POP3 account information to download mail from my support@ account that I created on my mail server. I am currently looking at the otrs archive to see if there is something that I am missing, but have not found anything yet. I'm hoping someone could easily help a newbie otrs geek in need! Thanks!

2 1

Passing Authorized User to index.pl
by Charles R. "Rusty" Thompson 19 Nov '03

19 Nov '03

We have a company intranet protected by htaccess/htpasswd. After logging in, support (OTRS) is available as a link to load in a right frame. I have appended the REMOTE_USER variable to the index.pl link and would now like to have the username show up in the username box for login when the link is clicked. So given: http://www.mysite.com/otrs/index.pl?User=somebody how do I get somebody into the User input box? I've tried a few various hacks but can't seem to determine exactly where the query string elements end up. I should mention the intranet and OTRS are on different servers so the username has to be passed as a link. Charles

2 1

RE: [otrs] Adding LDAP Customer Info
by Neil Lehouillier 19 Nov '03

19 Nov '03

Thomas, 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? Neil -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Thomas Nilsen Sent: Wednesday, November 19, 2003 9:15 AM To: User questions and discussions about OTRS. Subject: RE: [otrs] Adding LDAP Customer Info Look for the CustomerID => field in config.pm. We have this info linked to AD and CustomerID is set to "mail". CustomerKey needs to be set to "sAMAccountName". Here is our settings in Config.pm for the customer section. # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'dcsrv1', # ldap base dn BaseDN => 'dc=domain,dc=local,dc=com', # search scope (one|sub) SSCOPE => 'sub', # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'cn=otrs,ou=Services,dc=domain,dc=local,dc=com', UserPw => 'password', }, # customer uniq id CustomerKey => 'sAMAccountName', # 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', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], # [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], # [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], # [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; Regards, Thomas -----Original Message----- From: Neil Lehouillier [mailto:NLehouillier@comptonpetroleum.com] Sent: Wednesday, November 19, 2003 4:26 PM To: otrs(a)otrs.org Subject: [otrs] Adding LDAP Customer Info Hi, I just wanted to ask a couple of questions...... Is there any way to setup otrs(setup with LDAP integration ie... AD) so that when I go under Customer User Management I can see the users that are under the Active Directory tree. Also under phone view when I create a new ticket I would like to have this.... When I enter the user in the From: field and hit search that it would look in the Active Directory and pull the phone number, office number, and title and either include them on the Customer info section on the side or include them in the text section of the ticket. I don't know how to do this off hand so that is why I'm asking...... Is any of this possible....... Thanks...... Neil 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.

2 1

RE: [otrs] Adding LDAP Customer Info
by Thomas Nilsen 19 Nov '03

19 Nov '03

Look for the CustomerID => field in config.pm. We have this info linked to AD and CustomerID is set to "mail". CustomerKey needs to be set to "sAMAccountName". Here is our settings in Config.pm for the customer section. # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'dcsrv1', # ldap base dn BaseDN => 'dc=domain,dc=local,dc=com', # search scope (one|sub) SSCOPE => 'sub', # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'cn=otrs,ou=Services,dc=domain,dc=local,dc=com', UserPw => 'password', }, # customer uniq id CustomerKey => 'sAMAccountName', # 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', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], # [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], # [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], # [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; Regards, Thomas -----Original Message----- From: Neil Lehouillier [mailto:NLehouillier@comptonpetroleum.com] Sent: Wednesday, November 19, 2003 4:26 PM To: otrs(a)otrs.org Subject: [otrs] Adding LDAP Customer Info Hi, I just wanted to ask a couple of questions...... Is there any way to setup otrs(setup with LDAP integration ie... AD) so that when I go under Customer User Management I can see the users that are under the Active Directory tree. Also under phone view when I create a new ticket I would like to have this.... When I enter the user in the From: field and hit search that it would look in the Active Directory and pull the phone number, office number, and title and either include them on the Customer info section on the side or include them in the text section of the ticket. I don't know how to do this off hand so that is why I'm asking...... Is any of this possible....... Thanks...... Neil 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.

1 0

Adding LDAP Customer Info
by Neil Lehouillier 19 Nov '03

19 Nov '03

Hi, I just wanted to ask a couple of questions...... Is there any way to setup otrs(setup with LDAP integration ie... AD) so that when I go under Customer User Management I can see the users that are under the Active Directory tree. Also under phone view when I create a new ticket I would like to have this.... When I enter the user in the From: field and hit search that it would look in the Active Directory and pull the phone number, office number, and title and either include them on the Customer info section on the side or include them in the text section of the ticket. I don't know how to do this off hand so that is why I'm asking...... Is any of this possible....... Thanks...... Neil

1 0

RE: [otrs] Ticket shows up multiple times in search results
by Covert, Jake 19 Nov '03

19 Nov '03

Not being very familiar with cvs, per se, is there one specific file I can download from CVS and update that will fix this? ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com ********************************* -----Original Message----- From: Robert Kehl [mailto:robert.kehl@otrs.de] Sent: Friday, November 14, 2003 11:29 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Ticket shows up multiple times in search results On Friday, November 14, 2003 9:45 PM Chris Salter <csalter(a)educomts.com> wrote: > Hi there, > > results. He'd prefer that only one appear in the results, so that he > doesn't end up spending hours trying to go through the list. > > Is this something that's possible? This has been changed in the CVS-Head (not 1.1 tree!). Now you always get the one you know from searching all open/closed tickets. Regards, Robert Kehl -- ((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/

3 4

CRM with otrs
by Andreas Kunzmann 19 Nov '03

19 Nov '03

HI I'd like to use otrs as a CRM-Tool. Has anybody used otrs as a CRM already? How can one define new fields within otrs, specialy in the area of customer information. You may look at http://crm-ctt.sourceforge.net/index.php?tab=21 which is a CRM with easy field addition capabilities. On the other side it does not have to power of otrs in the field of ticket management. I designed the following raw CRM-process: 1. Contact per - Phone - Email - Letter - Personal contact (Meetings, Events, ...) 2. New customer/contact? 2. Yes or don't know: Collect data (Name, Company) -> List shown with known contacts of persons and companies with similar names. 2.1 New customer/contact? - Yes. Record more information(some may be optional: Phone, First name, Address, Email, Website, Branche/Working area, interested in special topics, Business review/annual reports or link on them, remarks, running contracts, old contracts, asked services (E.g. number of tickets already solved for this customer, IT-Installation, attended trainings, Maintenance log, Debits) - 2. and 2.1 No: Select customer out of list and add additional data if appropriate. 3. New contactperson in same company? - Yes. Collect data - No. Select person out of list 4. From here on use the otrs as it is (Ticketlist, History) 5. New ticket? - Yes. Open new ticket 6. Work on ticket Who is interessted in such a solution? What would be the next steps? Andreas

2 1