March 2004 - otrs - OTRS mailing lists

Using ArticleStrg to Show Agent Login Name
by Charles R. Thompson 18 Mar '04

18 Mar '04

I'm not familiar with the %Article hash in Admin.pm, specifically related to writing ArticleStrg for the Zoom view. I want to add the Agent's name for agent messages. Is this available in the Article Hash or by some other means? Something like: Customer -> agent (charles.thompson) --> customer ---> agent (joe.schmoe)

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Timeout for pending tickets
by Daniel Seifert 18 Mar '04

18 Mar '04

Hi, I want to change the default timeout for pending tickets, i.e. currently the preselected timeout is 24 hours when I select "pending auto-close". I vaguely recall having seen this option somewhere last year, but can't find it right now anymore :-/ TIA for any pointers, -- Daniel Seifert <dseifert(a)gmx.de>

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Feature request: Contextual submit button
by Covert, Jake 18 Mar '04

18 Mar '04

Right now there is a "Submit" button if you are either posting a note to a ticket or sending an email. Can you make the "Submit" button say "Save", if adding a note, and "Send" if sending an email? Just a UI thought. Keep up the great work guys! ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com *********************************

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Odd Perl Error....
by Mark Seamans 18 Mar '04

18 Mar '04

I have installed OTRS an I have an odd thing happening. Sometimes, more often then not, I get this error via my web browser: "Internal Server Error The server encountered an internal error or misconfiguration and was unable to complete your request. Please contact the server administrator, root@localhost and inform them of the time the error occurred, and anything you might have done that may have caused the error. More information about this error may be available in the server error log." I review my apache logs and see: [Wed Mar 17 20:56:44 2004] [error] 29369: ModPerl::PerlRun: Can't locate Kernel/Config.pm in @INC (@INC contains: //../../Kernel/cpan-lib //../.. /home/httpd/perl /usr/lib/perl5/vendor_perl/5.8.3/i686-linux/Apache2 /usr/lib/perl5/5.8.3/i686-linux /usr/lib/perl5/5.8.3 /usr/lib/perl5/site_perl/5.8.3/i686-linux /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl/5.8.2/i686-linux /usr/lib/perl5/site_perl/5.8.2 /usr/lib/perl5/site_perl/5.8.1/i686-linux /usr/lib/perl5/site_perl/5.8.1 /usr/lib/perl5/site_perl/5.8.0/i686-linux /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.3/i686-linux /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl . /etc/apache2/ /etc/apache2/lib/perl) at /opt/otrs/bin/cgi-bin/index.pl line 50. BEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/index.pl line 50. Now, the funny thing is that If I come back in a few minutes...it may work fine once or twice....but right back to the error. Any help would be appreciated. Thanks, Mark

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Extra unsuspected "0xa" (LF?) character in attachements...
by Roland 18 Mar '04

18 Mar '04

I needed to change my articel storage to 'Kernel::System::Ticket::ArticleStorageFS' mode. This is working so far, but when I am retrieving the attachements I always get an additional LF character "0x0a" in front of the attachement which renders them invalid. I tested this for *.jpg as well as for *.zip. Is there anything I can do about this? Thank you, Roland

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RE: [otrs] CustomerAuth LDAP problem, solved
by Thomas Nilsen 18 Mar '04

18 Mar '04

Glad you got it working... I've already promissed to help the OTRS team do write down a HOWTO on the subject... :-) Thomas >-----Original Message----- >From: Vladimir Gerdjikov [mailto:vladimir.gerdjikov@hebros.bg] >Sent: Thursday, March 18, 2004 9:04 AM >To: User questions and discussions about OTRS. >Subject: Re: [otrs] CustomerAuth LDAP problem, solved > > >Thomas Nilsen wrote: >> At first glance i cannot see any errors in your config. It >looks pretty >> correct to me. >> The Agent-Frontend is the admin interface usually found as >> http://.../index.pl. If you log on to the agent frontend, >are you able to >> create a new ticket and selecte a customer (click on >PhoneView and then on >> Search Customer) or do you get errors there too? > >I'm sorry, sorry, sorry..... for all troubles. I'm idiot! >The key was that "SSCOPE => 'sub'" was "SSCOPE => 'sum'. >Yes, not "sub", but "sum". > >Bloody syntax error!!! Everything is fine now.... > >p.s. what do you thing about little "Active Dyrectory >integration Howto" (not >LDAP, but AD)? > >-- >Best regards, >Vladimir Gerdjikov > >Communication and NOS Manager, HebrosBank Head Office, +359 32/903435, >+359 888 578 458 >KeyID:BC821E9B from http://wwwkeys.uk.pgp.net >Fingerprint: 503C 54EE C1B0 B446 DD84 5A3A 4E05 4D62 BC82 1E9B > >_______________________________________________ >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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RE: [otrs] CustomerAuth LDAP problem
by Thomas Nilsen 18 Mar '04

18 Mar '04

At first glance i cannot see any errors in your config. It looks pretty correct to me. The Agent-Frontend is the admin interface usually found as http://.../index.pl. If you log on to the agent frontend, are you able to create a new ticket and selecte a customer (click on PhoneView and then on Search Customer) or do you get errors there too? Thomas >-----Original Message----- >From: Vladimir Gerdjikov [mailto:vladimir.gerdjikov@hebros.bg] >Sent: Wednesday, March 17, 2004 1:59 PM >To: User questions and discussions about OTRS. >Subject: Re: [otrs] CustomerAuth LDAP problem > > >Thomas Nilsen wrote: >> Vladimir, >> >> It is the Agent front-end that returns the Panic screen? > >Screen with "Panic! No UserData!!!" is sreen from >http://..../custoler.pl >(is this "Agent font-end screen"?) > >> If you can log on to the agent front-end, then the first >part of your LDAP >> configuration seems correct. The next step is to debug the >customer section >> of the LDAP configuration. > >Debug message (from syslog) is: >[Notice][Kernel::System::CustomerAuth::LDAP::Auth] >CustomerUser: otrs logged in >(REMOTE_ADDR: 10.2.1.70), >but, I can't login. > >> Could you post the entire LDAP section of your >Kernel/Config.pm file? (Just >> remove/change user/password entries). I would makes it >easier to tell if >> there is a mistake in the config or not. >> >> But basically you need to configure CustomerKey and >CustomerID in the >> CustomerUser section. It is probably here your config is wrong... >> >> Regards, Thomas > >10x again. You are very kind and tolerant. Here is my configuration: > > # LDAP settings for the agents' AUTH > #$Self->{'AuthModule'} = 'Kernel::System::Auth::DB'; > $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; > $Self->{'AuthModule::LDAP::Host'} = 'heb-hdo-dc-03.hebros.bg'; > $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=hebros,dc=bg'; > $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; > $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=OTRS,ou=Service >users,ou=HeadOffice,dc=hebros,dc=bg'; > $Self->{'AuthModule::LDAP::SearchUserPw'} = 'pass'; > $Self->{'AuthModule::LDAP::AlwaysFilter'} = ''; > $Self->{'AuthModule::LDAP::Params'} = { > port => 389, timeout => 120, > async => 0, version => 3, > }; > > # LDAP settings for the CustomerUsers AUTH > $Self->{'Customer::AuthModule'} = >'Kernel::System::CustomerAuth::LDAP'; > $Self->{'Customer::AuthModule::LDAP::Host'} = >'heb-hdo-dc-03.hebros.bg'; > $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'DC=hebros,DC=bg'; > $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; > $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = >'cn=OTRS,ou=Service >users,ou=HeadOffice,dc=hebros,dc=bg'; > $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'pass'; > > # LDAP settings for the CustomerUsers' DATA > $Self->{CustomerUser} = { > Name => 'LDAP Backend', > Module => 'Kernel::System::CustomerUser::LDAP', > Params => { > Host => 'heb-hdo-dc-03.hebros.bg', > BaseDN => 'dc=hebros,dc=bg', > SSCOPE => 'sub', > UserDN => 'cn=OTRS,ou=Service >Users,ou=HeadOffice,dc=hebros,dc=bg', > UserPw => 'pass', > AlwaysFilter => '', > Params => { > port => 389, timeout => 120, > async => 0, version => 3, > }, > }, > > # customer > CustomerKey => 'sAMAccountName', > CustomerID => 'mail', > CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], > CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], > CustomerUserPostMasterSearchFields => ['mail'], > CustomerUserNameFields => ['givenname', 'sn'], > Map => [ > [ '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' ], > ], > }; > >-- >Best regards, >Vladimir Gerdjikov > >Communication and NOS Manager, HebrosBank Head Office, +359 32/903435, >+359 888 578 458 >KeyID:BC821E9B from http://wwwkeys.uk.pgp.net >Fingerprint: 503C 54EE C1B0 B446 DD84 5A3A 4E05 4D62 BC82 1E9B > >_______________________________________________ >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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Shield From email address in Customer view
by Wes Plate 18 Mar '04

18 Mar '04

In the customer view of the customer interface (customer.pl?Action=CustomerZoom) I want the cusetomer to see my Agent name in the "From" area of the current message, but I do not want the email address to appear. Here is a screenshot... http://www.automaticduck.com/screenshots/otrscustomeremailhide.gif -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

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Delay in Reply Emails.
by Thau Thai 18 Mar '04

18 Mar '04

Since I have upgraded OTRS to version 1.2.2, I have noticed that when I send a reply email back to our customers by using the "Empty Answer" option it takes a few weeks before the message gets delivered to the customer. Is there a setting somewhere that I need to change? Thanks. Regards, Thau.

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RE: [otrs] Compose Email
by Jason White 18 Mar '04

18 Mar '04

Robert Thanks for the information. I will give these options a try. Let me know if this idea gets pushed up the priority scale and I would be glad to help test. This would be a great option for us as we proactively open tickets for our user's majority of the time and we always request the same information from them. Jason -----Original Message----- From: Robert Kehl [mailto:robert.kehl@otrs.de] Sent: Wednesday, March 17, 2004 8:20 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Compose Email On Thursday, March 18, 2004 1:45 AM Jason White <jwhite(a)bluepointdata.com> wrote: > Robert, > I am familiar with that area of the admin section and have built all > the responses for existing tickets. That does not give me the canned > responses if I am here > http://localhost/otrs/index.pl?Action=AgentEmail > > I can not find a way for it to allow me to pick canned emails from > http://localhost/otrs/index.pl?Action=AdminResponse Now I see! Excuse me, I didn't read thoroughly. One point to set the content of an empty email were Config.pm, you may hard-code it here: $Self->{EmailDefaultNoteText} = 'text goes here'; Yes, this is somewhat restrictive. In the meantime, you may go and see what you can do with the .dtl files, though this might mean a bit hacking. The Standard AgentEmail template is located here at Kernel/Output/HTML/Standard/AgentEmailNew.dtl. You see in line 143: <textarea name="Body" rows="15" cols="$Config{"TextAreaNoteWindow"}" wrap="$Env{"BrowserWrap"}">$Data{"Body"}</textarea> That's the text box. One could think of a javascript sniplet that fills this exact textarea with some content. A bit more flexible, but still somewhat strict. The third approach were to actually use PhoneView for this. You open the ticket via PhoneView, and then answer it. Voilà - now you can take advantage of your predefined answers (incl. their attachements). You may predefine the PhoneView in a quite broad approach. The ones that make life easier when PV is just used to open up tickets, were: $Self->{PhoneDefaultNewSubject} = ''; $Self->{PhoneDefaultNewNoteText} = ''; Set both to something reasonable. I see there's a need for an easy-to-choose-from dropdown field containing numerous user-definable templates to pre-fill the body of AgentEmails. Shouldn't be too hard to implement. Guess it wouldn't be rated too high on the priority scale, though. I hope the above helps you somewhat throuhgh in the meantime, 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/

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