July 2003 - otrs - OTRS mailing lists

RE: [otrs] Siebel integration, kind of...
by Patrick Zwahlen 14 Jul '03

14 Jul '03

> > I would first try to understand this #§¬@! Siebel numbering > logic. And > > I would also prefer to turn this into a general > improvement, instead > > of a very specific feature... if possible ! > > This would be possible and more appreciated by the community! :) Right ! I just forgot to mention that I *used* to be a programmer, but I fear I have now crossed the dark line of management ;-))) 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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RE: [otrs] Siebel integration, kind of...
by Patrick Zwahlen 14 Jul '03

14 Jul '03

> I would say it's possible. But you need to "patch/work on" > the OTRS-PostMaster code. > > The way to get it working could be: > > If the sender of a new request is "Siebel" then the OTRS > parse the "Siebel-Ticket- Number" from the incoming email and > use this Ticket-Number also as OTRS > Ticket-Number (so you will have your reference between OTRS > and Siebel). OK, I think the trigger should be a matching string in the subject, and not the sender. We are actually getting those e-mails from different persons. BTW, what would happen in a stock OTRS setup if an e-mail comes in with a valid (but non-existing) ticket number ? > Right, you also need a own OTRS-Ticket-Number module if you > get email-followups from your customer (to match the > Siebel-Ticket-Number-Format). Agreed. > If that's all I would say it would take 2-3 developer days > (incl. doc) to > implement it. > > Yes, we could do it if you want! :) I would first try to understand this #§¬@! Siebel numbering logic. And I would also prefer to turn this into a general improvement, instead of a very specific feature... if possible ! Thx for your answer, Martin, and Best Regards. - 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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Siebel integration, kind of...
by Patrick Zwahlen 14 Jul '03

14 Jul '03

Hi OTRS Gurus ;-) I am managing a small team (7 people) of security engineers. We are part of a big company, who is now pushing everyone to use Siebel as a central CRM *AND* ticketing system. For us, Siebel is a real pain in the neck to work with, mainly because ticketing is just an add-on, and it's definitely not the best one... We are used to exchange a lot of information with customers (firewalls configuration, full routing tables...), and Siebel cannot get that much information in a ticket. When a customer opens a new Service Request, we get an e-mail saying 'New SR: 1-ABCDE'. 'ABCDE' can be any alphanumeric character. What I would like to accomplish is to have OTRS get this e-mail, and actually open a NEW ticket, with a number of '1-ABCDE'. This means that I first need a new Ticket Numbering module to accomodate this strange Siebel numbering, and then I need a way to *force* the ticket number of a new ticket received by mail. I have two questions: 1) Do you see this as feasible ? 2) How to choose the ticket number of a new ticket opened in OTRS ? (ie, not coming as a Siebel e-mail) To answer question 2, I don't see any other solution that having *two* numbering modules... A regular OTRS one to open new tickets, and a *special* one to accomodate incoming Siebel Service Requests. Any chance to get this working ? Thx a lot for your precious help (let's get rid of Siebel together...) 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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nothing to see in zoom view
by Matthias Krey 14 Jul '03

14 Jul '03

Hi *, after upgrading to 1.1.2 we cannot see the content of a ticket in zoom view, even of plain text tickets. Clicking on plain shows me that there is something. Using a SuSE 8.1 and upgrading with the rpm-file to 1.1.2 showed no errors. Any ideas? Best regards, Matthias

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How to get the customer login name in CustomerNavigationBar.dtl?
by Chris Wong 14 Jul '03

14 Jul '03

I want to create a link in CustomerNavigationBar to post the customer's login id to my webpagebut i cannot get the UserLogin environment in the dtl file. I've added the following line to the original CustomerNavigationBar.dtl but it doesn't convert $Env("UserLogin") to customer's login id. <a href="www.mysite.com?login=$Env("UserLogin")">my site</a> How can i fix this problem? Thanks Chris _________________________________________________________ 最新鈴聲推介:十面埋伏，千金，心淡... http://ringtone.yahoo.com.hk

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Question about customer information
by Moshe Livne (Leibovitch) 13 Jul '03

13 Jul '03

Hi, Is there a way of allowing the agent to enter/modify the customer information? Or even fill user fields that the user can't see/access. Regards, Moshe

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errorlog is full with errors
by web4.hm - Peter Padberg 13 Jul '03

13 Jul '03

Hi! After I install otrs I get a lot of this in my Apache-errorlog: <snip> [Sun Jul 13 13:49:19 2003] null: Apache::StatINC: Can't locate ../..//Kernel/System/Ticket/Number/DateChecksum.pm [Sun Jul 13 13:49:19 2003] null: Apache::StatINC: Can't locate ../..//Kernel/System/Log/File.pm [Sun Jul 13 13:49:20 2003] null: Apache::StatINC: Can't locate ../..//Kernel/Language.pm [Sun Jul 13 13:49:20 2003] null: Apache::StatINC: Can't locate ../..//Kernel/System/Ticket/ArticleStorageDB.pm [Sun Jul 13 13:49:20 2003] null: Apache::StatINC: Can't locate ../..//Kernel/Output/HTML/Installer.pm [Sun Jul 13 13:49:20 2003] null: Apache::StatINC: Can't locate ../..//Kernel/Output/HTML/Agent.pm [Sun Jul 13 13:49:20 2003] null: Apache::StatINC: Can't locate ../..//Kernel/System/CustomerUser/DB.pm [Sun Jul 13 13:49:20 2003] null: Apache::StatINC: Can't locate ../..//Kernel/System/User/Preferences/DB.pm [Sun Jul 13 13:49:20 2003] null: Apache::StatINC: Can't locate ../..//Kernel/Output/HTML/System.pm [Sun Jul 13 13:49:20 2003] null: Apache::StatINC: Can't locate ../..//Kernel/Language/de.pm [Sun Jul 13 13:49:20 2003] null: Apache::StatINC: Can't locate ../..//Kernel/System/PostMaster/LoopProtection/DB.p m [Sun Jul 13 13:49:20 2003] null: Apache::StatINC: Can't locate ../..//Kernel/System/Ticket/IndexAccelerator/Runtim eDB.pm [Sun Jul 13 13:49:20 2003] null: Apache::StatINC: Can't locate ../..//Kernel/System/CustomerUser/Preferences/DB.pm [Sun Jul 13 13:49:20 2003] null: Apache::StatINC: Can't locate ../..//Kernel/System/AuthSession/IPC.pm [Sun Jul 13 13:49:20 2003] null: Apache::StatINC: Can't locate ../..//Kernel/Output/HTML/Admin.pm [Sun Jul 13 13:49:20 2003] null: Apache::StatINC: Can't locate ../..//Kernel/System/Email/Sendmail.pm [Sun Jul 13 13:49:20 2003] null: Apache::StatINC: Can't locate ../..//Kernel/Output/HTML/Customer.pm [Sun Jul 13 13:49:20 2003] null: Apache::StatINC: Can't locate ../..//Kernel/System/Ticket/Number/DateChecksum.pm [Sun Jul 13 13:49:20 2003] null: Apache::StatINC: Can't locate ../..//Kernel/System/Log/File.pm <snap> Have someone an idea what happens wrong on my system? It is a SuSE8.1 with rpm-Apache,rpm-MySQL and without postfix, but with qmail. It seems that otrs is working without any errors (accept the thoussands entries in the errorlog). Viele Gruesse, Peter. -- _________________________________________________________________ Peter Padberg Pyrmonter Str. 42 Webagentur web4.hm 31789 Hameln Geschaeftsfuehrung Germany Telefon: +49-5151 60 99 70-0 Peter.Padberg(a)web4.hm Telefax: +49-5151 60 99 70-1 http://web4.hm _________________________________________________________________

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how to compress ticket age as printed?
by Bill Pier 13 Jul '03

13 Jul '03

Hi all, I'm trying to figure out where the ticket age, as display on queue or open tickets pages, are created. I'd like to compress the format from something like "1 day 5 hours 3 mins" to something smaller like "1d5h3m". Any help appreciated. Bill Pier eBuilt, Inc. Costa Mesa, CA, USA

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UBE messages unacceptable?
by Wes Plate 13 Jul '03

13 Jul '03

I received a new ticket from a customer, the auto-reply from OTRS generated a mail failure. Is this an OTRS problem? Failed to deliver to 'joe(a)xxxx.com' SMTP module(domain xxxx.com) reports: message text rejected by mail.xxxx.com: 550 5.7.0 UBE messages (code: feedback) are unacceptable. -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

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Re: [otrs] Use Auth LDAP with Exchange server
by Daniel Palmer 10 Jul '03

10 Jul '03

(OTRS 1.1.1) I'm using Exchange 5.5 on a Windows 2000 (AD) network. I found that I had to set $Self->{'AuthModule::LDAP::BaseDN'} to: cn=Recpients,ou=NETBIOSDOMAIN,o=ORGANISATION But to actually verify the user / password - I had to use the DN of cn=username,dc=mydomain,dc=mytld I made the following changes to facilitate this: ** Config.pm $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'cn=Recipients,ou=YOURDOMAIN,o=YOURORGANISATION'; $Self->{'Customer::AuthModule::LDAP::AuthDN'} = 'dc=yourdomain,dc=yourtld'; ** LDAP.pm - in section "get ldap preferences" - before "return $Self;": $Self->{AuthDN} = $Self->{ConfigObject}->Get('Customer::AuthModule::LDAP::AuthDN') || $Self->{BaseDN}; ** LDAP.pm - in section "bind with user data -> real user auth" - replace $Result = $LDAP->bind(dn => $UserDN, password => $Param{Pw}); with the following block of code: # First Check if we have different AuthDN & BaseDN.. my $ExchangeDN = $Self->{AuthDN}; if (!$ExchangeDN == $Self->{BaseDN}) { $ExchangeDN = "cn=".$Param{User}.",".$ExchangeDN; } $Result = $LDAP->bind(dn => $ExchangeDN, password => $Param{Pw}); Hope this helps anyone else who wants to get this going :) I have uploaded the LDAP.pm file to http://itmanagers.net if any of you want the complete file. Daniel 'OneNonly' Palmer http://itmanagers.net -----Original Message----- From: remi.seguy(a)laposte.net [mailto:remi.seguy@laposte.net] Sent: Tuesday, 1 July 2003 6:10 PM To: otrs Subject: [otrs] Re: [otrs] Re:Use Auth LDAP with Exchange server Hi martin your line in LDAP.pm : # bind with user data -> real user auth. # -- $Result = $LDAP->bind(dn => $UserDN, password => $Param{Pw}); my line in LDAP.pm : I need this syntax to work with my Exchange LDAP auth # bind with user data -> real user auth. # -- $UserDN = 'cn='.$Param{User}.',ou=GMN,o=MININT'; $Result = $LDAP->bind(dn => $UserDN , password => $Param{Pw}); I don't see how to set the $Self->{'AuthModule::LDAP::BaseDN'} in the config.pm so I've modified the source code. Rémi ============================================================= The contents of this email are confidential. Any unauthorised use of the contents is expressly prohibited. If you have received this email in error, please advise by telephone (reverse charges, (02) 6231 4177) immediately and then delete /destroy the email and any printed copies. Thank you. =============================================================

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