April 2004 - otrs - OTRS mailing lists

OTRS at Chemnitzer Linux-Tag
by Covert, Jake 08 Apr '04

08 Apr '04

I saw on the otrs.org website this little blurb: <blockquote>Stefan Wintermeyer (core team) will talk about OTRS on 06th May 2004 at Chemnitzer Linux-Tag in Chemnitz (Germany).</blockquote> Do you know if there's an English transcription of the discussion? ********************************* 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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RE: [otrs] Version Change Management
by Covert, Jake 08 Apr '04

08 Apr '04

I think just a full list of specifically what files have changed might do the trick. Jake Tyler Hepworth wrote: > Is there a way to keep custom code separate from the default so that > it is not lost when I upgrade to a new version? For example, I made > extensive changes to sync2ldap in User.pm so it would work correctly > with my setup. How can those changes survive upgrades without having > to rewrite the code in the newer files? > > > Thanks, > > Tyler Hepworth > _______________________________________________ > 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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Re: [otrs] Statistice about moves
by Paul Rhein 08 Apr '04

08 Apr '04

>> Good, so I know where it is now but I do know where it was before, my >> task would be greatly simplified if the text would be changed to >> something like: Ticket moved from 'Queue1' to 'Queue2'. >> >> I think this is easily achived in OTRS. What are the chances to get >> this into the official otrs CVS ? > Very little. I'll explain, why. > The ticket history gives a complete oversight of what steps and the > ticket has underrun and which actions were taken. So, the information > you're seeking is already there, you just have to keep track of it. > If we would save the wanted information the way you want it, we would > denormalize the database, as we would store redundant data, which is to > be avoided at most costs. >At last, a queue name can be up to 200 characters long. Two queue name >were 400, then. You get it. You have a point here about the denormalisation and the redundant data storage, which are most often not to be considered as utterly bright ideas. So I looks like I will have to dream up something else, even if this will most probably be heavy duty on the processing side as I have to do this ticket by ticket. (Any other idea here ?) However I understand your point of view. thanks -p.

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LDAP: Customer User Backend
by denis.pers＠free.fr 08 Apr '04

08 Apr '04

Hello, I try to use an existing ldap tree (exchange directory), but the field stay empty, and I have the following error in the syslog file: Apr 1 11:19:15 maild OTRS-CGI-10[16680]: [Error][Kernel::System::CustomerUser:: LDAP::CustomerSearch][Line:136]: No such object I add the following line in my config.pm file: $Self->{CustomerUser} = { Name => 'LDAP Source', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'vinci.comareg', BaseDN => 'ou=groupe', SSCOPE => 'sub', UserDN => '', UserPw => '', }, # customer uniq id CustomerKey => 'uid', # customer # CustomerID => 'mail', CustomerUserListFields => ['uid', 'cn', 'mail'], CustomerUserSearchFields => ['uid', 'cn', 'mail'], CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ [ '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' ], ], }; When I do an ldap request with ldapsearch, everything is correct: ldapsearch -h myhost -b "o=groupe" -s sub "(uid=firstname.name)" -x # extended LDIF # # LDAPv3 # base <o=groupe> with scope sub # filter: (uid=...) # requesting: ALL # .... # search result search: 2 result: 0 Success Thank you in advance for your help, Regards,

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managing unknown customers
by Gunter Ohrner 08 Apr '04

08 Apr '04

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi! If the system receives a mail sent from an email address it does not know, it uses this address as the customer ID in all tables. a) If the sender was no customer but is registered in our customer database now, the OTRS does not re-assign the messages by itself (which is ok, I would not want it to magically move hundrets of old tickets to a new customer just because of reused email addresses...) but I also could not find an easy way to tell OTRS that user "abc(a)fastnet.example.com" is the same as user "1734" and the tickets should really be reassigned. Am I right that it'd suffice to update the tickets table and will I have to add the desired functionality to eg. the queue view myself? b) How to manage customers which send mails from different "From: " addresses? Is there any way to assign several eMail addresses to a single customer so OTRS can add the tickets with the correct customer IDs? Greetings, Gunter - -- +-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+ + http://aachen.uni-dsl.de/ - Der direkte Draht in's Hochschulnetz! + +-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+ Wie war das noch: Ist ihre Tochter hübsch oder muß sie nach Aachen? -- Angelique Presse zum Oecher Frauenmangel +-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+ + PGP-verschlüsselte Mails bevorzugt! + +-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+ -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.4 (GNU/Linux) iD8DBQFAdLra0ORHvREo8l8RArCMAJ9AvXFZV78glPUd3b92VI29KW2KtgCeJvMt NhVAXa2y2ba0RZaYWoC6QYQ= =QXmO -----END PGP SIGNATURE-----

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custom Customer User DB backend and authentication
by Gunter Ohrner 07 Apr '04

07 Apr '04

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi! Just a quick question to verify my assumption: I'm currently evaluating OTRS. Our production DB (using MySQL) already contains customer accounts with login name and password. So I configured OTRS to use it as a data source wich works fine. However, am I right that it is not possible to use it as a source for authetication as well? Does is simply not work (yet) or did I miss something really obvious? (If I did, please point me to the correct FAQ/HOWTO.) So far I can view all relevant customer data in the admin interface and users can request new passwords but cannot log in. (Obviously, as I have not configured authentication yet as I could not find out how to set it up correctly...) Thanks for all answers! Greetings, Gunter Ohrner PS: I cannot post to this list using gmane do I have to be subscribed even to use the gateway or are gmane users not supposed to be able to post maybe due to spam reasons? I just asked as I fond mails posted via gmane in the ML archive. - -- +-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+ + http://aachen.uni-dsl.de/ - Der direkte Draht in's Hochschulnetz! + +-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+ "Regression testing"? What's that? If it compiles, it is good, if it boots up it is perfect. -- Linus Torvalds, vor der Veröffentlichung von Linux 2.1.94 +-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+ + PGP-verschlüsselte Mails bevorzugt! + +-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+ -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.4 (GNU/Linux) iD8DBQFAc9Z00ORHvREo8l8RAqEGAJ4j72Y5s00qUbLJVSCsDXuZI8UbTACfR19T l42aOLTluJq0P/8fNnTt1kI= =44Bn -----END PGP SIGNATURE-----

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Re: AW: [otrs] Statistice about moves
by Paul Rhein 07 Apr '04

07 Apr '04

Hi Kai, Ooops I must have missed your posting, I have improved Delphines GenericStats.pl / pm a little bit. I think I will be able to share something workable in the next few days Anybody interested in "alpha" testing. (linux; OTRS 1.2.2) kr Paul Bühler. Kai <K.Buehler(a)seeburger.de>@otrs.org on 07-04-2004 13:27:32 Please respond to "User questions and discussions about OTRS." <otrs(a)otrs.org> Sent by: otrs-bounces(a)otrs.org To: "User questions and discussions about OTRS." <otrs(a)otrs.org> cc: Subject: AW: [otrs] Statistice about moves Hi, I told about a week or two ago here in the list that we will set up a statistics project and deliver it to the original otrs crew. I just put your request into our concept. If you can wait a month or two you get it in order to avoid duplicate work ;-) kai. -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]Im Auftrag von Paul Rhein Gesendet: Dienstag, 6. April 2004 10:14 An: otrs(a)otrs.org Betreff: [otrs] Statistice about moves Hi all, I would like to produce statistics about the ticket flow. I.e. I would like to know how many tickets move from Queue1 to Queue2, things like that. Looking around in the OTRS database I find information in table "ticket_history" under the "ticket_history_id " "18" (Ticket moved to Queue 'Queue1'). Good, so I know where it is now but I do know where it was before, my task would be greatly simplified if the text would be changed to something like: Ticket moved from 'Queue1' to 'Queue2'. I think this is easily achived in OTRS. What are the chances to get this into the official otrs CVS ? thanks for the help and above all thanks for OTRS. Paul ---------------------------------------------------------------------------------------------------------------------- Electronic information is not secure, therefore the Entreprise des Postes et Telecommunications accepts no responsibility whatsoever for the contents of this message, which is intended for the addressee only. Its contents and any attached files are strictly confidential. If you have received this message in error, please telephone the following number 4765-1. _______________________________________________ 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/ _______________________________________________ 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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AW: [otrs] Statistice about moves
by Bühler. Kai 07 Apr '04

07 Apr '04

Hi, I told about a week or two ago here in the list that we will set up a statistics project and deliver it to the original otrs crew. I just put your request into our concept. If you can wait a month or two you get it in order to avoid duplicate work ;-) kai. -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]Im Auftrag von Paul Rhein Gesendet: Dienstag, 6. April 2004 10:14 An: otrs(a)otrs.org Betreff: [otrs] Statistice about moves Hi all, I would like to produce statistics about the ticket flow. I.e. I would like to know how many tickets move from Queue1 to Queue2, things like that. Looking around in the OTRS database I find information in table "ticket_history" under the "ticket_history_id " "18" (Ticket moved to Queue 'Queue1'). Good, so I know where it is now but I do know where it was before, my task would be greatly simplified if the text would be changed to something like: Ticket moved from 'Queue1' to 'Queue2'. I think this is easily achived in OTRS. What are the chances to get this into the official otrs CVS ? thanks for the help and above all thanks for OTRS. Paul ---------------------------------------------------------------------------------------------------------------------- Electronic information is not secure, therefore the Entreprise des Postes et Telecommunications accepts no responsibility whatsoever for the contents of this message, which is intended for the addressee only. Its contents and any attached files are strictly confidential. If you have received this message in error, please telephone the following number 4765-1. _______________________________________________ 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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RE: [otrs] Setting freetext automatically based on customerinformation
by Ronan O'Brien 07 Apr '04

07 Apr '04

Thanks but I have already done this. What I want is to be able to set a freetext value (location) automatically based on customer information (location). I have a list of locations as freetext values, and also in the customer table/map. I want to be able to set the freetext value of the location key to that of the customers location. E.g. A customer's location is recorded in the customer table as London. When this customer creates a new call, I'd like to have the freetext location to be set to London automatically - currently an agent has to do this manually. The list of locations is static. Any thoughts? Thanks, Ronan -----Original Message----- From: Robert Kehl [mailto:robert.kehl@otrs.de] On Tuesday, April 06, 2004 3:12 PM Ronan O'Brien <ronanobrien(a)trb.info> wrote: > How can I set a freetext value automatically based on customer > information? I've modified the customer field to store a location, and > would like this to be recorded as part of an article as a freetext > field. Is it possible to associate them automatically.. or will it be > something that has to be done manually (e.g user selects from a > dropdown) ? FreeText fields and their values can be pre-defined in Config.pm: # --------------------------------------------------- # # TicketFreeText # # (define free text options for frontend) # # --------------------------------------------------- # $Self->{"TicketFreeKey1"} = { '' => '-', 'Product' => 'Product', }; $Self->{"TicketFreeText1"} = { '' => '-', 'PC' => 'PC', 'Notebook' => 'Notebook', 'LCD' => 'LCD', 'Phone' => 'Phone', }; $Self->{"TicketFreeKey2"} = { '' => '-', 'Support' => 'Support', }; # default selections (if wanted) $Self->{"TicketFreeText1::DefaultSelection"} = 'Notebook'; _____ Thames Reach Bondway Housing Association Ltd is an Industrial & Provident Society registered under the Industrial and Provident Societies Act 1965, Register No 24377R and is an exempt charity. This message and any attachments (the "message") are intended solely for the addressee(s) and are confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accordance with its purpose and any dissemination or disclosure, either whole or partial, is prohibited except by formal approval. The contents of this message may contain personal views which are not the views of Thames Reach Bondway, unless specifically stated. WARNING: Computer viruses can be transmitted via email. The recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission.

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Agent queue access right
by Yann RICHARD 07 Apr '04

07 Apr '04

Hi all, I have a question, I have agents and some queues Agent have access to some queues with rw right and to some other queues with ro right. When the user going to choose theirs custom queues, He have no way to know what access right he have on queues. Is there a way to change that ? Is there a way to give access to each user to his access right such as http://tipsy.uhb.fr/otrs/index.pl?Action=AdminUserGroup&Subaction=User&ID=28 but with read only ;) Yann -- o--------------------------------------------------------------o | Yann Richard | .oO| A2F4 1EFB 66B6 65F8 1093 E11A 3E0A 9DF6 72E7 DE9E | `--------------------------------------------------------------o

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