June 2003 - otrs - OTRS mailing lists

Phone View: Queues are incorrect
by Alan Murrell 27 Jun '03

27 Jun '03

Hello, I have setup the following queues: netadmin-raw sysadmin-raw helpdesk-raw billing-raw However, when I go into the "Phone View", for when I wish to enter a ticket for someone who calls in with a problem, for example, these are thee queues that are available to place the ticket into: <netadmin(a)domain.com> Queue: Junk <helpdesk(a)domain.com> Queue: billing-raw and that is it. None of the other queues are in there, and these ones are pointing to the wrong ones. Any ideas as to what could be going on here? I am thining that possibly the database ID's are messed up, but wanted to see if it could be anything else first before I try monkeying around with the database. TIA, Alan Murrell <silkbc(a)yahoo.com> ______________________________________________________________________ Post your free ad now! http://personals.yahoo.ca

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Creating new tickets and merging tickets
by Paul 26 Jun '03

26 Jun '03

Hi all, I've recently installed OTRS and absolutely have fallen in love with it. It took a bit of time getting it to work across two su_exec domains, but it's finally operating and handling a good deal of our e-mail traffic. I do have two questions though. Is it possible to create a new ticket and send an e-mail to a user without them e-mailing or submitting a ticket first in such a way that when they reply it will be added to that newly created ticket? I don't see this functionality. Is there something I'm missing? Also, occasionally we have more than one ticket that need to be merged. Is this possible? Many thanks for such a great project! Best wishes, Paul

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LDAP Auth / Config.pm without effects
by Matthias Eichler 26 Jun '03

26 Jun '03

Hi Everybody, I've some problems with OTRS and Agent LDAP logins. I configured the following lines in $OTRS/Kernel/Config.pm ---cut--- # This is the auth. module againt the otrs db # $Self->{'AuthModule'} = 'Kernel::System::Auth::DB'; # This is an example configuration for an LDAP auth. backend. # (take care that Net::LDAP is installed!) $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'ldap.ame.loc'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=ame,dc=de'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; # Check if the user is allowed to auth in a posixGroup # (e. g. user needs to be in a group xyz to use otrs) $Self->{'AuthModule::LDAP::GroupDN'} = 'cn=support,ou=Groups,ou=NSS,dc=ame,dc=de'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUid'; # for ldap posixGroups objectclass (just uid) $Self->{'AuthModule::LDAP::UserAttr'} = 'UID'; # for non ldap posixGroups objectclass (with full user dn) $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; # The following is valid but would only be necessary if the # anonymous user do NOT have permission to read from the LDAP tree $Self->{'AuthModule::LDAP::SearchUserDN'} = 'binddn'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'bindpw'; ---cut--- The system is running under Debian 3.0r1 with MySQL, the CPAN LDAP Module is installed and I do not see any incoming LDAP requests on the LDAP logfile. I also tried to change LDAP::Host against the direct IP adress, without any changes. It seems to me that the Config.pm is somehow "overwritten" by some other Module as some other configurations also have no effects. For example I have configured the system as ASP variant and configured the following, as said in the documentation, but I can still move through the AllQueues etc. ---cut--- $Self->{MoveInToAllQueues} = 0; $Self->{ChangeOwnerToEveryone} = 0; $Self->{ShowCustomerSelection} = 0; $Self->{PhoneViewASP} = 1; ---cut--- Anybody any idea?!? Thanx, Matthias -- Matthias Eichler <mylists(a)ame.de> AME Aigner Media & Entertainment GmbH

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Is there a Windows version?
by J M 26 Jun '03

26 Jun '03

I saw some talk about Win32 and wondered how to get the Windows version. Does it require PERL on the Windows machine? Uses IIS? Thanks. --------------------------------- Do you Yahoo!? SBC Yahoo! DSL - Now only $29.95 per month!

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list selection follow-up.
by gilles.massen＠restena.lu 26 Jun '03

26 Jun '03

....forget the second question of my previous email. Ctrl-Click was what I was looking for (for quite some time). stupid, stupid.... Gilles -- RESTENA - DNS-LU 6, rue Coudenhove-Kalergi L-1359 Luxembourg tel: (+352) 424409 fax: (+352) 422473

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Lock timeout happens early
by Wes Plate 26 Jun '03

26 Jun '03

I have Lock Timeout set to 60 minutes, but the last ticket timed out after 13 minutes. Is this normal? Fixed in the latest version? Version 1.0.2 (still can't get someone to come upgrade us) -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

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Japanese Language
by Isamar Maia 26 Jun '03

26 Jun '03

Hi Folks, I just installed the OTRS in my system. Fantastic! I just need a japanese language template file. I appreciate if anybody sends to me. Best Regards, Isamar V.B.P. Maia Networking/Helpdesk Oak Lawn Marketing Nagoya, Japan 052-800-7526 (Direct) 052-800-7524 (FAX)

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RE: [otrs] PhoneView
by Erik Mathis - ATL Dunwoody Staff 25 Jun '03

25 Jun '03

Martin Edenhofer wrote: > Hi Erik, > > On Fri, Jun 06, 2003 at 04:36:49PM -0400, Erik Mathis - ATL Dunwoody > Staff wrote: >> In any version of otrs, where would one change the default body text >> of the PhoneView? >> >> Or better yet, we take in laptops for repair, and would like to >> create a ticket for each laptop. It has been working ok when we copy >> and paste in our ticket info i.e.. Model, S/N, Problem. I'm looking >> to create/modify otrs to accept items in for service. >> So we would have an QueueView, PhoneView, and ServiceItem. >> >> I just can seem to figure out the the text->"New ticket via call." is >> coming from. > > It's a config option. > > -=> add to your Kernel/Config.pm a new config option which overwrites > the default text. > > [...] > $Self->{PhoneDefaultNewNoteText} = "Your Text"; > [...] > >> Erik Mathis >> AIU Dunwoody Network Administrator > > Martin > > -- > Martin Edenhofer - <martin at edenhofer.de> - > http://martin.edenhofer.de/ I did what you suggested and it worked almost right. I added: $Self->{PhoneDefaultNewNoteText} = "Username:\n Password:\n First Name:\n Lastname:\n Phone Number:\n email:\n Model:\n SN:\n\n Problem:\n ITS Action:\n"; It print this in the text box: $Text{"Username: Password: First Name: Lastname: Phone Number: email: Model: Serial Number: Problem: ITS Action: "} Any ideas what I can do? Erik Mathis AIU Dunwoody Network Administrator

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Erase data from Test- to Productionsystem?
by list＠supratec.de 25 Jun '03

25 Jun '03

Hello! We have testet OTRS extensive - with a lot of garbage in the database. Could anybody tell me, how to erase all tickets, so there is no history in it? The settings should be there, because all is finetuned! Thank you for your help Gerhard Forster

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Ticket Escalation
by travis＠cloudmark.com 25 Jun '03

25 Jun '03

We have our tickets set to escalate after 2880 minutes. This generally works well for our customer service reps and ensures that customers receive a prompt response. On Mondays we get a lot of tickets that escalate because two business days have past. The ticket escalation prevents the reps from going into the various queues and answering questions. Is there a way to have tickets only escalate to one person like a ticket dispatcher or bypass the Escalation queue to go into the regular queues? Escalation is an important tool, but we don't want it to block reps from going into the standard queues. Can this goal be accomplished by changing permissions on the reps or creating some special group that only receives escalation warnings? Our current workaround is to assign each of the escalated tickets to a specific person. This removes them from the escalation queue, but may dump too much work onto one person. This extra step takes time that we would like to avoid. Thanks for your help. Travis Murdock travis(a)cloudmark.com +1-415-543-1220 x 207- office _____ I've stopped 35,743 spam messages. You can too! One month FREE spam protection at www.cloudmark.com <http://www.cloudmark.com/spamnet?v1> <http://www.cloudmark.com/spamnet?v1>

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