April 2004 - otrs - OTRS mailing lists

Moved ticket not showing in queue
by Tyler Hepworth 03 Apr '04

03 Apr '04

Earlier, I posted that queues were not showing in Queue View except for Personal and Raw. So, I decided to move a ticket into the Raw queue from the General Queue. The ticket count in Raw does not increase and when I click on the Raw queue, the ticket is not there. I can still access the ticket by clicking on "locked tickets". When I look at the ticket it states that it is part of the Raw queue, but it does not show. Any ideas? Thanks, Tyler Hepworth

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RE: [otrs] Cannot See Queues on Queue Line
by Tyler Hepworth 03 Apr '04

03 Apr '04

Paul wrote: > Hi Tyler, > >> On Saturday, April 03, 2004 12:49 AM >> Tyler Hepworth <TylerH(a)natr.com> wrote: >> I created a custome queue called General. I then created a ticket >> and assigned it to that queue. The new message notification is >> incremented at the top right of the display, but the General queue >> does not show up next to Personal and Raw. > > You'll need to select the queues as Custom Queues under > Preferences for your account. I think that's the issue you're > describing. Correct me if I'm wrong. > > Only tickets in your custom queues will appear in the > QueueView. The same applies for e-mail notifications. > > Best wishes, > Paul > > _______________________________________________ I appreciate everybody's help on this. I have specified it in my custom queue settings. In fact, I selected General, misc, postmaster, junk, and raw in the custom queue. Only personal and raw show. Any debugging ideas on what to look for? I don't mind getting under the hood. Tyler

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RE: [otrs] Cannot See Queues on Queue Line
by Tyler Hepworth 03 Apr '04

03 Apr '04

Robert Kehl wrote: > On Saturday, April 03, 2004 12:49 AM > Tyler Hepworth <TylerH(a)natr.com> wrote: >> I created a custome queue called General. I then created a ticket >> and assigned it to that queue. The new message notification is >> incremented at the top right of the display, but the General queue >> does not show up next to Personal and Raw. > > Can it be you do not have 'rw' rights on that queue? > > hth, > > Robert Kehl Logged in as root. General queue is member of "user" group. Root as full rw to "user" group. Tyler

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"No body found"
by Paul 03 Apr '04

03 Apr '04

Hi all, Does anyone have a procmail recipe or configuration change within OTRS to eliminate the "no body found!" e-mails entirely. Nothing is more annoying than getting an e-mail notification that there's a new ticket with no body. Frankly if it doesn't have a body, I don't want to see it. ;) Suggestions appreciated! Thanks! Paul

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RE: [otrs] Threading of Responses to a Ticket and General Viewing ofRespons es
by Tyler Hepworth 03 Apr '04

03 Apr '04

Robert Kehl wrote: > On Saturday, April 03, 2004 12:47 AM > Tyler Hepworth <TylerH(a)natr.com> wrote: >> But, since that is giving the impression of threads, shouldn't it >> thread properly according to which note is responded to? > >> For example, let's say I respond to the first agent(note-internal) >> and so does someone else. Shouldn't it now look like this: >> >>> -->>>customer (phone) >>> -->agent(note-internal) >>> -->agent(note-internal) >>> -->agent(note-internal) >>> -->agent(note-internal) >>> -->agent(note-internal) >>> -->agent(note-internal) >> >>> -->>>customer (phone) >>> -->agent(note-internal) >>> -->agent(note-internal) >>> -->agent(note-internal) >>> -->agent(note-internal) >>> -->agent(note-internal) >>> -->agent(note-internal) > > Am I blind? > No, should be indenting on the first set, but mail client didn't keep the tabs. But, that's fine that notes don't respond to notes - only the tickets. Just wanted to clarify the behavior. Thanks, Tyler

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Threading of Responses to a Ticket and General Viewing of Respons es
by Tyler Hepworth 03 Apr '04

03 Apr '04

I noticed that all responses to a ticket are pushed into a threaded view at the top of a zoom view of a ticket. Something like this: |-->>>customer (phone) |-->agent(note-internal) |-->agent(note-internal) |-->agent(note-internal) |-->agent(note-internal) But, since that is giving the impression of threads, shouldn't it thread properly according to which note is responded to? For example, let's say I respond to the first agent(note-internal) and so does someone else. Shouldn't it now look like this: |-->>>customer (phone) |-->agent(note-internal) |-->agent(note-internal) |-->agent(note-internal) |-->agent(note-internal) |-->agent(note-internal) |-->agent(note-internal) But instead, it just all shows up like this: |-->>>customer (phone) |-->agent(note-internal) |-->agent(note-internal) |-->agent(note-internal) |-->agent(note-internal) |-->agent(note-internal) |-->agent(note-internal) Also, since it is possible to attach a subject to every response, wouldn't it make more sense to show the subject of each response rather than a generic "agent(note-interal)". This is of interest because let's say I am looking for a specific response, but I have a dozen or so repsonses all titled the same thing. Rather than clicking on each one to see if it contains the reponse I am after, a subject would let me find my response faster. Another question. Rather than placing all responses to a ticket in a thread few, is it possible to expand the entire tree so that the full text of each response is displayed in chronological order going down the page. Sure I would have to scroll down my browser if there are a lot of responses, but at least my eye can pick up quickly the contents of any particular response. Thanks, Tyler Hepworth

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RE: [otrs] Cannot See Queues on Queue Line
by Tyler Hepworth 02 Apr '04

02 Apr '04

Robert Kehl wrote: > On Saturday, April 03, 2004 12:28 AM > Tyler Hepworth <TylerH(a)natr.com> wrote: >> I cannot see any queues in the "Queues" area except for PersonalQueue >> and Raw. How do I get other queues to show up there? > > Put a ticket in it - it's really that simple. > > hth, > > Robert Kehl I created a custome queue called General. I then created a ticket and assigned it to that queue. The new message notification is incremented at the top right of the display, but the General queue does not show up next to Personal and Raw. Tyler

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More sophisticated ACLs?
by Tyler Hepworth 02 Apr '04

02 Apr '04

Are there more sophisticated acls available for OTRS? For example, I want to be able to grant users the ability to take ownership of tickets for themselves, but not assign ownership of tickets to others. And maybe for some, I want to grant both the ability to take and assign ownership. Here is the reason why. I have a small group of agents that all just pitch in to get the work done. We do not have the resources - or the need - the hire someone to just sort and assign tickets. However, because the ability to arbitrarily assign tickets is available to all my agents, some have the tendency to pass the buck and assign a ticket to someone else just because they think "so-and-so is not as busy as I am". I want to stop this behavior and force agents to take responsibilty for their tasks by only allowing them to assign ownership to themselves. Then as a supervisor, I would watch the queue to see if tickets are not being claimed. If they are not, then I can make the assignment as to who gets the tickets (that and have a little chat about taking initiative because that is what is expected :-) ).

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remove
by Johnny Dobbins 02 Apr '04

02 Apr '04

-----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Friday, April 02, 2004 4:44 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 9, Issue 7 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Usage of ticket_history and ticket_history_type (Tom Hesp) 2. Re: Usage of ticket_history and ticket_history_type (Martin Edenhofer) 3. Re: OTRS scalability (Martin Edenhofer) 4. Re: R: R: My Theme for 1.2.2 [was: Re: [otrs] Theme: RT looks] (Carlos Canau) 5. Contact customer (phone) (Filipe Henriques) 6. RE: Usage of ticket_history and ticket_history_type (Tom Hesp) 7. Re: LDAP: Customer User Backend (Robert Kehl) 8. Instructions for Configuring MercuryMail Server? (Tyler Hepworth) 9. Re: Contact customer (phone) (Robert Kehl) 10. Cannot See Queues on Queue Line (Tyler Hepworth) 11. Re: Instructions for Configuring MercuryMail Server? (Robert Kehl) 12. Re: Saved search templates question (Robert Kehl) 13. Re: Cannot See Queues on Queue Line (Robert Kehl) ---------------------------------------------------------------------- Message: 1 Date: Fri, 2 Apr 2004 17:42:09 +0200 From: "Tom Hesp" <tghesp(a)euronet.nl> Subject: [otrs] Usage of ticket_history and ticket_history_type To: <otrs(a)otrs.org> Message-ID: <OGEJKFHCCHEEJCCIMKKGEEINCLAA.tghesp(a)euronet.nl> Content-Type: text/plain; charset="iso-8859-1" Hi all, Having looked at the table definition of ticket_history and the table contents of ticket_history_type I made a couple of assumptions (I know, you should never just assume). As ticket_history contains the field system_queue_id and ticket_history_type contains values for "Close successful" and "Close unsuccessful" I assumed I would be able to find out when a ticket is closed in what queue. I needed this mechanism in order to be able to find out what time is spent on a ticket in what queue. When time is accounted for in one particular queue I know that I may charge this time to the customer. Other queues are used by different departments internally and they also do time accounting so I want to be able to see how much time is spent on a ticket by the different departments that I may not charge to the customer. When I started to build the select statements for this I went through the different tables and to my amazement, I found out that the history types I mentioned abover are never used at all! Luckily I can still use the type "AddNote" and check for the value "Close note added" in the history name field. However, I also found out that the system_queue_id field is never used (it is empty) which renders my idea useless of being able to split out the time accounting. I went through the code and was not able to find when of where these are used/written (but that could be my fault of course). Does anyone know whether this is a configuration issue or that I am just missing something or, even worse, got myself completely on the wrong track? Thanks in advance. Kind regards, Tom Hesp ------------------------------ Message: 2 Date: Fri, 2 Apr 2004 17:42:47 +0200 From: Martin Edenhofer <me(a)otrs.de> Subject: Re: [otrs] Usage of ticket_history and ticket_history_type To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <20040402154247.GZ13876(a)esanta.pureserver.info> Content-Type: text/plain; charset=us-ascii Hi Tom, On Fri, Apr 02, 2004 at 05:42:09PM +0200, Tom Hesp wrote: > Does anyone know whether this is a configuration issue or that I am > just missing something or, even worse, got myself completely on the > wrong track? Yes, system_queue_id is not used. You need to use history_type StateUpdate, Move and name of table ticket_history. So you can find you what you want (if I understood it correctly). > Kind regards, > Tom Hesp Martin Edenhofer -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication! ------------------------------ Message: 3 Date: Fri, 2 Apr 2004 17:53:41 +0200 From: Martin Edenhofer <me(a)otrs.de> Subject: Re: [otrs] OTRS scalability To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <20040402155341.GA13876(a)esanta.pureserver.info> Content-Type: text/plain; charset=us-ascii Hi Pierre, On Fri, Apr 02, 2004 at 04:51:56PM +0200, De Pascale Pierre wrote: > We are investigating the use of OTRS for one of our customer and one > requirement is that the solution should support about 500'000 ticket/year. > On the performance side with such an installation, standard operations > (creating tickets, viewing ticket history, etc...) should take about > 1-2s to perform. Is there some people running a comparable OTRS System successfully ? > > If yes, is it possible to have the complete reference (company, > address, persons, ...) and be allowed to use the fact as a reference ? We know/have large setups and I would say with the right hardware and the right otrs setup should this be no problem. Anyway, if you need more info, feel free to contact ((otrs.de)). Thanks! > Regards, > > - Pierre. > ______________________________________________________________________ > _ Siemens Switzerland Ltd, Software House, DS DS 2 Pierre De Pascale > Avenue des Baumettes 5, CH-1020 Renens Phone +41 (0)585 568 481 Martin -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication! ------------------------------ Message: 4 Date: Fri, 2 Apr 2004 18:17:12 +0100 From: Carlos Canau <canau(a)ionia.eunet.pt> Subject: Re: R: R: My Theme for 1.2.2 [was: Re: [otrs] Theme: RT looks] To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <20040402171712.GC12686(a)ionia.eunet.pt> Content-Type: text/plain; charset=us-ascii On Fri, Apr 02, 2004 at 11:46:22AM +0100, Carlos Canau wrote: > On Fri, Apr 02, 2004 at 12:00:44PM +0200, Bianchi, Giordano wrote: > > OK, got it. Oppsss... TicketEscalation needed some massage (thanks, Clayton). Newer version (7). Please download again. Regards, </canau > I had to modify the TicketView.dtl since my "junk queue" has an > > ID of 5 instead of 3. Perhaps you should put this in the theme's > > documentation? > > Yes. Thks. > </canau > _______________________________________________ > 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 f?r Ihr OTRS System? > => http://www.otrs.de/ ------------------------------ Message: 5 Date: Fri, 02 Apr 2004 18:56:12 +0100 From: Filipe Henriques <filipehenriques(a)ip.pt> Subject: [otrs] Contact customer (phone) To: otrs(a)otrs.org Message-ID: <1080928572.3467.31.camel(a)neon.ip.pt> Content-Type: text/plain; charset=ISO-8859-15 Hello I'm testing OTRS with good results, but i've a question. It's possible to have templates in then Contact customer (phone) like in the Compose Answer (email)? The problem is that we contact other areas regarding a ticket via phone and must have a template diferent for the ticket queue Regards Filipe H ------------------------------ Message: 6 Date: Fri, 2 Apr 2004 21:25:15 +0200 From: "Tom Hesp" <tghesp(a)euronet.nl> Subject: RE: [otrs] Usage of ticket_history and ticket_history_type To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <OGEJKFHCCHEEJCCIMKKGEEIPCLAA.tghesp(a)euronet.nl> Content-Type: text/plain; charset="us-ascii" Hi Martin, Thanks, I will have a look at that. Regards, Tom Hesp <> wrote on : > Hi Tom, > > On Fri, Apr 02, 2004 at 05:42:09PM +0200, Tom Hesp wrote: >> Does anyone know whether this is a configuration issue or that I am >> just missing something or, even worse, got myself completely on the >> wrong track? > > Yes, system_queue_id is not used. > > You need to use history_type StateUpdate, Move and name of table > ticket_history. > > So you can find you what you want (if I understood it correctly). > >> Kind regards, >> Tom Hesp > > Martin Edenhofer ------------------------------ Message: 7 Date: Fri, 2 Apr 2004 21:35:52 +0200 From: "Robert Kehl" <robert.kehl(a)otrs.de> Subject: Re: [otrs] LDAP: Customer User Backend To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <094701c418e9$b5d3cde0$0164a8c0(a)intern.roknet.de> Content-Type: text/plain; charset="iso-8859-1" On Friday, April 02, 2004 4:51 PM denis.pers(a)free.fr <denis.pers(a)free.fr> wrote: >>> UserDN => '', >>> UserPw => '', >> >> Are you sure an anonymous user is allowed to read from Exchange's >> LDAP? Repeating the above. Can it be the anonymous user has no permission to read from the tree? I cannot imagine Exchange giving away it's information for free Does it work if you insert a user that is allowed to? > So, I would like to know which is the request sents to ldap directory? > Does it use SASL? No, it doesn't. The LDAP directory is searched using Net::LDAP. Best wishes, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388

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remove
by Johnny Dobbins 02 Apr '04

02 Apr '04

-----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Friday, April 02, 2004 4:44 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 9, Issue 7 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Usage of ticket_history and ticket_history_type (Tom Hesp) 2. Re: Usage of ticket_history and ticket_history_type (Martin Edenhofer) 3. Re: OTRS scalability (Martin Edenhofer) 4. Re: R: R: My Theme for 1.2.2 [was: Re: [otrs] Theme: RT looks] (Carlos Canau) 5. Contact customer (phone) (Filipe Henriques) 6. RE: Usage of ticket_history and ticket_history_type (Tom Hesp) 7. Re: LDAP: Customer User Backend (Robert Kehl) 8. Instructions for Configuring MercuryMail Server? (Tyler Hepworth) 9. Re: Contact customer (phone) (Robert Kehl) 10. Cannot See Queues on Queue Line (Tyler Hepworth) 11. Re: Instructions for Configuring MercuryMail Server? (Robert Kehl) 12. Re: Saved search templates question (Robert Kehl) 13. Re: Cannot See Queues on Queue Line (Robert Kehl) ---------------------------------------------------------------------- Message: 1 Date: Fri, 2 Apr 2004 17:42:09 +0200 From: "Tom Hesp" <tghesp(a)euronet.nl> Subject: [otrs] Usage of ticket_history and ticket_history_type To: <otrs(a)otrs.org> Message-ID: <OGEJKFHCCHEEJCCIMKKGEEINCLAA.tghesp(a)euronet.nl> Content-Type: text/plain; charset="iso-8859-1" Hi all, Having looked at the table definition of ticket_history and the table contents of ticket_history_type I made a couple of assumptions (I know, you should never just assume). As ticket_history contains the field system_queue_id and ticket_history_type contains values for "Close successful" and "Close unsuccessful" I assumed I would be able to find out when a ticket is closed in what queue. I needed this mechanism in order to be able to find out what time is spent on a ticket in what queue. When time is accounted for in one particular queue I know that I may charge this time to the customer. Other queues are used by different departments internally and they also do time accounting so I want to be able to see how much time is spent on a ticket by the different departments that I may not charge to the customer. When I started to build the select statements for this I went through the different tables and to my amazement, I found out that the history types I mentioned abover are never used at all! Luckily I can still use the type "AddNote" and check for the value "Close note added" in the history name field. However, I also found out that the system_queue_id field is never used (it is empty) which renders my idea useless of being able to split out the time accounting. I went through the code and was not able to find when of where these are used/written (but that could be my fault of course). Does anyone know whether this is a configuration issue or that I am just missing something or, even worse, got myself completely on the wrong track? Thanks in advance. Kind regards, Tom Hesp ------------------------------ Message: 2 Date: Fri, 2 Apr 2004 17:42:47 +0200 From: Martin Edenhofer <me(a)otrs.de> Subject: Re: [otrs] Usage of ticket_history and ticket_history_type To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <20040402154247.GZ13876(a)esanta.pureserver.info> Content-Type: text/plain; charset=us-ascii Hi Tom, On Fri, Apr 02, 2004 at 05:42:09PM +0200, Tom Hesp wrote: > Does anyone know whether this is a configuration issue or that I am > just missing something or, even worse, got myself completely on the > wrong track? Yes, system_queue_id is not used. You need to use history_type StateUpdate, Move and name of table ticket_history. So you can find you what you want (if I understood it correctly). > Kind regards, > Tom Hesp Martin Edenhofer -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication! ------------------------------ Message: 3 Date: Fri, 2 Apr 2004 17:53:41 +0200 From: Martin Edenhofer <me(a)otrs.de> Subject: Re: [otrs] OTRS scalability To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <20040402155341.GA13876(a)esanta.pureserver.info> Content-Type: text/plain; charset=us-ascii Hi Pierre, On Fri, Apr 02, 2004 at 04:51:56PM +0200, De Pascale Pierre wrote: > We are investigating the use of OTRS for one of our customer and one > requirement is that the solution should support about 500'000 ticket/year. > On the performance side with such an installation, standard operations > (creating tickets, viewing ticket history, etc...) should take about > 1-2s to perform. Is there some people running a comparable OTRS System successfully ? > > If yes, is it possible to have the complete reference (company, > address, persons, ...) and be allowed to use the fact as a reference ? We know/have large setups and I would say with the right hardware and the right otrs setup should this be no problem. Anyway, if you need more info, feel free to contact ((otrs.de)). Thanks! > Regards, > > - Pierre. > ______________________________________________________________________ > _ Siemens Switzerland Ltd, Software House, DS DS 2 Pierre De Pascale > Avenue des Baumettes 5, CH-1020 Renens Phone +41 (0)585 568 481 Martin -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication! ------------------------------ Message: 4 Date: Fri, 2 Apr 2004 18:17:12 +0100 From: Carlos Canau <canau(a)ionia.eunet.pt> Subject: Re: R: R: My Theme for 1.2.2 [was: Re: [otrs] Theme: RT looks] To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <20040402171712.GC12686(a)ionia.eunet.pt> Content-Type: text/plain; charset=us-ascii On Fri, Apr 02, 2004 at 11:46:22AM +0100, Carlos Canau wrote: > On Fri, Apr 02, 2004 at 12:00:44PM +0200, Bianchi, Giordano wrote: > > OK, got it. Oppsss... TicketEscalation needed some massage (thanks, Clayton). Newer version (7). Please download again. Regards, </canau > I had to modify the TicketView.dtl since my "junk queue" has an > > ID of 5 instead of 3. Perhaps you should put this in the theme's > > documentation? > > Yes. Thks. > </canau > _______________________________________________ > 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 f?r Ihr OTRS System? > => http://www.otrs.de/ ------------------------------ Message: 5 Date: Fri, 02 Apr 2004 18:56:12 +0100 From: Filipe Henriques <filipehenriques(a)ip.pt> Subject: [otrs] Contact customer (phone) To: otrs(a)otrs.org Message-ID: <1080928572.3467.31.camel(a)neon.ip.pt> Content-Type: text/plain; charset=ISO-8859-15 Hello I'm testing OTRS with good results, but i've a question. It's possible to have templates in then Contact customer (phone) like in the Compose Answer (email)? The problem is that we contact other areas regarding a ticket via phone and must have a template diferent for the ticket queue Regards Filipe H ------------------------------ Message: 6 Date: Fri, 2 Apr 2004 21:25:15 +0200 From: "Tom Hesp" <tghesp(a)euronet.nl> Subject: RE: [otrs] Usage of ticket_history and ticket_history_type To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <OGEJKFHCCHEEJCCIMKKGEEIPCLAA.tghesp(a)euronet.nl> Content-Type: text/plain; charset="us-ascii" Hi Martin, Thanks, I will have a look at that. Regards, Tom Hesp <> wrote on : > Hi Tom, > > On Fri, Apr 02, 2004 at 05:42:09PM +0200, Tom Hesp wrote: >> Does anyone know whether this is a configuration issue or that I am >> just missing something or, even worse, got myself completely on the >> wrong track? > > Yes, system_queue_id is not used. > > You need to use history_type StateUpdate, Move and name of table > ticket_history. > > So you can find you what you want (if I understood it correctly). > >> Kind regards, >> Tom Hesp > > Martin Edenhofer ------------------------------ Message: 7 Date: Fri, 2 Apr 2004 21:35:52 +0200 From: "Robert Kehl" <robert.kehl(a)otrs.de> Subject: Re: [otrs] LDAP: Customer User Backend To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <094701c418e9$b5d3cde0$0164a8c0(a)intern.roknet.de> Content-Type: text/plain; charset="iso-8859-1" On Friday, April 02, 2004 4:51 PM denis.pers(a)free.fr <denis.pers(a)free.fr> wrote: >>> UserDN => '', >>> UserPw => '', >> >> Are you sure an anonymous user is allowed to read from Exchange's >> LDAP? Repeating the above. Can it be the anonymous user has no permission to read from the tree? I cannot imagine Exchange giving away it's information for free Does it work if you insert a user that is allowed to? > So, I would like to know which is the request sents to ldap directory? > Does it use SASL? No, it doesn't. The LDAP directory is searched using Net::LDAP. Best wishes, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388

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