April 2004 - otrs - OTRS mailing lists

Defaults.pm config
by Mercator GmbH 15 Apr '04

15 Apr '04

I am still new to OTRS and I am "trying" to find out how I can configure things. Honestly, the manual is not very informative. There are only basis configs. I would like if there would be a manual that explains better how all things work. I have already asked for this. I mean the USE of OTRS, not only the configuration. Examples are: - when I respond to a customer or send a new ticket, how should I treat the sending? Should I close it or put it in pending state and if yes, for what time and how does this work? I have figured out that I can use "pending autoclose+" and hope this works. So, why isn`t there written in the manual HOW this works? I know that this feature is in the manual, but only briefly. Another thing: What about the Defaults.pm? Is this a file in use or just an example how things could be configured? Many things there are different to my Config.pm. I would like to use some things from the Defaults.pm, such as: # ChangeOwnerToEveryone -> useful for ASP # (Possible to change owner of ticket ot everyone) [0|1] $Self->{ChangeOwnerToEveryone} = 0; as far as I understand, this changes the owner of all new tickets to everyone so that when I change for example the priority of a ticket, it doesn´t tell me "you are not root@localhost" anymore. Right?! So, where IS all this information about what files we can use and how and how the system should work and maybe some PRACTICE EXAMPLES from companies who use OTRS and HOW they use it. Thanks, Marc

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Feature Request
by Covert, Jake 15 Apr '04

15 Apr '04

Can we have the ability to 're-edit' notes? (maybe add to, subtract, etc...) This would be really useful. ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com ---------------- There are 10 types of people in the world - those who understand binary, and those who don't. ---------------- *********************************

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Problem with LDAP interface?
by Simone Balboni 15 Apr '04

15 Apr '04

Hi, in Config.pm, after working for a while, I set up an LDAP server to retrieve Customer data, below I reported the code. But whrn I connect to http://localhost/otrs/index.pl I get the following error message: Server error! The server encountered an internal error and was unable to complete your request. Error message: Can't locate object method "new" via package "Kernel::System::CustomerUser::LDAP" at /opt/otrs//Kernel/System/CustomerUser.pm line 42. If you think this is a server error, please contact the webmaster Error 500 Before setting up the LDAP binding I was at least able to enter the system. Can anyone help me to find what's wrong with my configuration? Thanks in advance, Simone ----------------------------------------------------- # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP AD Backend', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'somehost.unibo.it', # ldap base dn BaseDN => 'dc=personale,dc=dir,dc=unibo,dc=it', # 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 => 'my DN', UserPw => 'my pass', }, # customer uniq id CustomerKey => 'uid', # customer # CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['uid', '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', 'uid', 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' ], ], };

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otrs <- ldap
by Kotoj Dimitri 15 Apr '04

15 Apr '04

Hello I have a short question to all of you: Someone plan the integrate of (open)ldap for user-management in otrs? __________________________________ Do you Yahoo!? Yahoo! Small Business $15K Web Design Giveaway http://promotions.yahoo.com/design_giveaway/

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Free Fields in close tab
by denis.pers＠free.fr 15 Apr '04

15 Apr '04

Hello, I would like to have Free Fields end Free Text in the close tab of the ticket. Is it possible? I've tried to copy part of AgentFreeText.dtl in the AgentClose.dtl but it doesn't work. is it necessary to tweak the index.pl file? Any solutions? Thanks in advance for your help. Denis

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A BIG thanks to the OTRS team
by Tyler Hepworth 15 Apr '04

15 Apr '04

I am not anywhere close to finished asking questions, but I just wanted to say thanks for such a great product. As I have been hacking at the guts of the program to customize it to my site, I am constantly amazed at how well thought out the program is and how clever it is at handling different events. My latest discovery that just amazes me are the CustomerUserSearchFields CustomerUserPostmasterSearchFields that define criteria you can search the LDAP database with. The default block of code comes with just three options (uid,cn,mail) with no further documentation about their purpose or function. But I discovered that I can pass an arbitrarily long list of LDAP properties to it and it will search on anyone of them. That just amazes me! My current search criteria looks like the following: CustomerUserSearchFields => ['displayName','sAMAccountName','givenname', 'sn', 'mail','description'] CustomerUserPostMasterSearchFields => ['displayName','sAMAccountName','givenname','sn','mail','description'] I can foresee adding address, phone number, and other identifiers to the list that will help me search out customers. Amazing. Absolutely amazing. Great job guys. Thanks for the hard work and the willingness to answer questions that I post. Tyler Hepworth

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address book feature
by Damian Fuentes 15 Apr '04

15 Apr '04

I've been trying to get information on this to no avail. When composing or replying to a ticket, you can see the 'address book' button. What is this based on? Is it based on an ldap db, hand inputted list, or what? Where can i find more information on this feature? I see a list of names and e-mails on the otrs demo site. Thanks a bunch... -- Damian Fuentes Associate Systems Administrator Evite.com (310) 360-2481 damian(a)evite.com - And all was good in the wonderful land of Linux.

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Re: very weird behavior with mod_perl
by Alessandro Ranellucci 15 Apr '04

15 Apr '04

On 12-04-2004 at 22:23, Alessandro Ranellucci wrote: >Hi all. >I just installed OTRS 1.2.3 on a RedHat 9 box with: >- httpd 2.0.49 >- perl 5.8.3 >- mod_perl 2 (actually 1.99_13) >[...] Okay, OTRS will definitely *not* work with mod_perl 1.99_13. I downgraded to 1.99_12 and everything runs now flawlessly. Developers should fix OTRS since many things changed in mod_perl 1.99_13, including the fact that GATEWAY_INTERFACE now does not contain the "CGI-Perl" string (thus making the startup script fail). This should be pointed out somewhere in the docs and/or the website and/or the FAQs. --Alessandro.

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personal queue problems
by marc＠mercator.net 15 Apr '04

15 Apr '04

I have created a "personal queue" for one user. When I log into another user, I find another "PersonalQueue" full of messages from another user!!! What can this be?? They belong to another user! Marc

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RE: [otrs] delete stuff
by Covert, Jake 15 Apr '04

15 Apr '04

A better question: Why isn't the OTRS FAQ using the FAQ tool built into OTRS? :-) Jake Andreas Haase wrote: > On Tue, 13 Apr 2004, Damian Fuentes wrote: > >> This might be too simple of a question but i couldn't find a way to >> delete entries in the admin area, ie 'e-mail address','queues', etc. > > this is a FAQ. See http://doc.otrs.org/1.2/en/html/faq.html#AEN1506 > > Btw.: otrs team, why is that the only question where the questioner > is displayed? ;-) > > Regards, > > Andreas Haase > Postmaster > EastLink GmbH

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