March 2004 - otrs - OTRS mailing lists

Letting customers choose a FreeText option when they create a ti cket
by Covert, Jake 29 Mar '04

29 Mar '04

I'd like to make use of one of the ticket free text fields to let customers choose their department. Using the documentation, I was able to hard-code one the first free text field fine. Admins/techs can now choose the department by clicking on the free text link and choosing for the customer. Config.pm section below: ========================== $Self->{"TicketFreeKey1"} = { 'Focus Area' => 'Department', }; $Self->{"TicketFreeText1"} = { '' => '-', 'CAE' => 'CAE', 'CAD' => 'CAD', 'CAM' => 'CAM', }; ========================== Now I'm trying to get this option to show up and be required when a customer creates a new ticket. I opened up CustomerMessageNew.dtl and added the following little snippets of code in the relevant places, but to no avail. Does anyone have any suggestions? ========================== <tr> <td>$Text{"Department"}:</td><td>$Data{"TicketFreeTextField1"}</td> </tr> <input type="hidden" name="Action" value="AgentFreeText"> ========================== Thanks, ********************************* 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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1.2.2 questions
by Covert, Jake 29 Mar '04

29 Mar '04

I've recently upgraded to 1.2.2 and love it. But I had a number of questions that somebody might be able to answer. I apologize there are so many. If you want I can put each question in a separate email. =========================================== * How can I default new FAQ entries/articles to be in English? (Already removed most of the multi-lingual options from the FAQ area dtls =========================================== * In the Admin::Notification area, how do I remove all of the non-English notifications (English only shop). =========================================== * Can you add a phone number field for the techs? And then, is there a way to use a variable to put this phone number in each Tech's signature? =========================================== * Has anybody had any luck getting aspell (windows version) to work? When I put this in, it doesn't complain of errors, but also finds no spelling errors either. ------------------------------------------------------------- $Self->{SpellChecker} = 'C:\Program Files\Aspell\aspell.exe'; $Self->{SpellCheckerDictDefault} = 'english'; ------------------------------------------------------------- =========================================== * I managed to let the attachment portion of my mysql database get out of hand before changed it to the file system. Is there any way to trim down the size of my article_attachment.MYD? (it had gotten to be about 1.2 Gig :-) =========================================== * Question: In the "Change Owner" page, the options under the 'Previous Owner' drop list are only one: "-". How can I fix this? =========================================== * Can you move the "Change Queue" option more up towards the top of tickets? It sometimes gets lost way down there at the bottom of the page. :-) =========================================== * Saw this in the CVS changelog: ---------------- (2003/12/11) added more ticket free text options for tickets now we have 8 (not only 2) - improved also GenericAgent and Web-Frontend! ---------------- Can't quite figure out where the web-front end is for this? =========================================== :-) ********************************* 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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Database import export (populating a new OTRS instance with data from an existing OTRS instance)
by Stig Graasbøl Rasmussen 29 Mar '04

29 Mar '04

I have currently one OTRS instance running on one machine, but I am planning on installing a new (fresh) OTRS instance on a larger server. Therefore I am interested in hearing about best practices and experiences on how to export data from one OTRS instance to another. - Can I just export the whole database? - Or should I rather export data from a few tables? All suggestions are welcome Thanks Stig Rasmussen

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Admin account problem with 1.2.2 upgrade and Postgresql
by Eddie Urenda 29 Mar '04

29 Mar '04

Hello, After almost a year of running OTRS 1.1.2 (before that 1.0.1) successfully with Postresql 7.2, we decided to upgrade to OTRS 1.2.2. Followed the instructions in the UPGRADING file, and all seems to have proceeded normally with the database upgrade. Copied over Kernel/Config.pm, Kernel/Config/GenericAgent.pm, as well as .procmail and .forward files which deliver mail to OTRS. The problem is that although we are able to login normally with our user and admin accounts, no ticket, queue, or group information appears. Logging into the root@localhost admin account shows a blank AgentFrontend page rather than the AdminSelectBox. OTRS shows the generic message that a user needs to be created rather than working with UserID 1, but when attempting to create a user, the system reports that admin has not permission and that "You have to be in the a permitted group!". The data is definitely still inside Postgresql, as I can see the user (6 users in addition to root@localhost) information from the 'system_user' table and the queue information (17 queues) from the 'queue' table. The only thing that occurs to me is that the permissions on the database itself might be wrong. The data is all there, and the update proceeded normally. Any ideas on how to get this one fixed ? Nothing in the logs shows up that is useful, as I suspect that this might be all Postgres database table permission related. Has anyone had a similar experience that might be able to shed some light ? -Eddie

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.../otrs/Kernel/cpan-lib ?
by Roland 28 Mar '04

28 Mar '04

I am trying to track down the additional LF characters in my attachements. During this I found the folder .../otrs/Kernel/cpan-lib What the heck is this? Is perl using modules from this place instead of the /usr/lib/Perl ? Can anyone please shade some light on this, as I am wandering through the dark... Cheers Roland

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process flow
by Norazmi Abu Shaari 27 Mar '04

27 Mar '04

Hi all, Can any one send me a diagram of the process flow of the application system

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$Env{"PendingDateString"}
by Steven Shults 26 Mar '04

26 Mar '04

hi, where is $Env{"PendingDateString"} defined? what file is it in? i've grepped all the files in Kernel/Output/HTML/Standard and can't find it there. i'll like to set the default PendingDateString to a week in the future instead of 24 hours in the future. how can i do that? thanks, ~steven

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RE: [otrs] Limit Agent user registration
by Thomas Nilsen 26 Mar '04

26 Mar '04

We could disable the UserSyncLDAPMap, but that would also prevent new customer users from logging on to the customer part of Otrs, or would it not? We are happy managing the admin users directly in the SQL table, but customer users would be too many to do manually... Active Directory seems to use the users SID id for group memberships. If Otrs checked the "memberOf" attribute on the user we would be ok, but it is not possible to check the group directly to see if username xxx belongs to it - without using the accounts SID. I'll do some more digging on AD and LDAP and see what the group system is all about. It's not a major issue anyway, but it would be nice to have a clean admin user list.. Thanks, Thomas >-----Original Message----- >From: Robert Kehl [mailto:robert.kehl@otrs.de] >Sent: Friday, March 26, 2004 12:00 PM >To: User questions and discussions about OTRS. >Subject: Re: [otrs] Limit Agent user registration > > >On Friday, March 26, 2004 8:54 AM >Thomas Nilsen <Thomas.Nilsen(a)roxar.com> wrote: >> If I could only find the code which allows this agent registration, I >> could comment it out and the problem would be solved... > >SyncLDAP2Database{} is from Kernel/System/User.pm, but you needn't >change s.th. there. The sub takes $Self->{UserSyncLDAPMap} from >Config.pm and synchs the user from LDAP to DB if the user >isn't found in >the latter, but LDAP AUTH is activated. For sure the user must exist in >the LDAP database. In fact, LDAP AUTH is nothing more than Synching an >LDAP entry to the DB and authenticating against this entry. > >So, to conclude - switching of the Sync will take away the ability to >log on as a new user, yes. But every user that you want to log >on has to >exist in the DB prior to switching of the capability. > >The trigger can be found in index.pl, line 197 (v 1.66): > if ($CommonObject{UserObject}->SyncLDAP2Database(User => $User)) { > >You may easily switch off Synching by setting >$Self->{UserSyncLDAPMap} = >{}; Now only the LDAP users already existing in the DB _and_ LDAP can >log in, no new entries will be created. > >This is not the recommended approach, though! > >There must be a way that you distinguish the administrator of your >groups by a common property. Aren't their account types >different? Isn't >it even possible to create a new posix-conform group in AD? > >hth, > >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/ > 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] Limit Agent user registration
by Thomas Nilsen 26 Mar '04

26 Mar '04

Our ADS/LDAP tree is organized using location: ou=Moscow, cn=user1, cn=user2, .... ou=Stavanger, cn=user1, cn=user2, ... We will have at least one OTRS "agent" per location, with the rest of the users being "customers". Moving admin users to another common baseDN is not an option either due to group policies etc. If I could only find the code which allows this agent registration, I could comment it out and the problem would be solved... Thomas >-----Original Message----- >From: Robert Kehl [mailto:robert.kehl@otrs.de] >Sent: Thursday, March 25, 2004 3:31 PM >To: User questions and discussions about OTRS. >Subject: Re: [otrs] Limit Agent user registration > > >On Thursday, March 25, 2004 2:43 PM >Thomas Nilsen <Thomas.Nilsen(a)roxar.com> wrote: >> Auto registration might be the wrong term. But since we have set up >> AD as the main authentication source for both customers and agents, >> and using the same base dn, customers can then log on as agents as >> well by just entering their usernames/passwords twice. The first time >> they get the message: "Useraccount activated, retry.". Then they can >> log on to the agent front-end... They won't see any queues or >> anything, but we still don't want them to be able to register as >> agents. > >Ah, I see. This is the synchronization from LDAP to DB. Kinda >auto-regging indeed, yes. > >How to prevent this? Put your customers in their own group - it's that >simple. Do not use the same baseDN. >Example: >Assuming, your Agents are here: >ou=People,ou=Headquarter,dc=example,dc=com >Your Customers are here (or at least should be) >ou=Customers,ou=Headquarter,dc=example,dc=com >The BaseDN you used to be using is: >ou=Headquarter,dc=example,dc=com > >Now, use this for the BaseDN when it comes to Customers: >ou=Customers,ou=Headquarter,dc=example,dc=com >And this one, when it comes to Agent AUTH: >ou=People,ou=Headquarter,dc=example,dc=com > >If you have both your Agents and your Customers cluttered in: >ou=People,ou=Headquarter,dc=example,dc=com >Then it's time for a cleanup, I presume. > >I believe there must be another way to logically distinguish your >Customers from your Agents in your AD, but I know too little of it, >sorry. If the above is no option at all, we'll dig further. > >hth, > >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/ > 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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mkStats.pl hacks
by Steven Shults 25 Mar '04

25 Mar '04

hi, can anyone give me some examples of how i could hack bin/mkStats.pl (or rather create different iterations of bin/mkStats.pl) to show stats for the last 1 day, the last 3 days, the last 7 days, etc. i assume the answer lay in these lines: " create_time >= '$Year-$Month-$StartDate 00:00:01'". " AND " . " create_time <= '$Year-$Month-$StartDate 23:59:59'"; but i don't know how it needs to be changed, what values to fill in and where etc. tia, ~steven

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