April 2004 - otrs - OTRS mailing lists

Help With CustomerGroupSupport Please
by L. Mark Stone 30 Apr '04

30 Apr '04

We are trying to enable a customer interface, but since we have many customers, we only want customers from Client A to see tickets in Client A's queues. We have read Chapter 10 carefully, and modified Config.pm according to the documentation, using a database backend. We searched the list archives as well. All we changed from the defaults in the documentation was we added two extra fields to the customer table. When we go to https://<otrswebserver>/otrs/index.pl?Action=AdminCustomerUserGroup and click on the Customer User <-> Groups link, we get an error "Sorry!, feature not activ!" The create customer user web interface works fine, but without the groups functionality, the customer user sees all of our clients' queues in the To: field when composing a new ticket. That's no good for us! Here is the relevant section of our Config.pm; what did we do wrong? Thanks! # ShowCustomerInfo* # (show customer user info on Compose (Phone and Email), Zoom and Queue view) # Added by L. Mark Stone 29 April 2004. See Chapter 10 of the documentation. $Self->{ShowCustomerInfoCompose} = 1; $Self->{ShowCustomerInfoZoom} = 1; $Self->{ShowCustomerInfoQueue} = 0; # This is the auth. module againt the otrs db $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::DB'; # CustomerUser # (customer user database backend and settings) $Self->{CustomerUser} = { Name => 'Database Source', Module => 'Kernel::System::CustomerUser::DB', Params => { # if you want to use an external database, add the # required settings # DSN => 'DBI:odbc:yourdsn', # DSN => 'DBI:mysql:database=customerdb;host=customerdbhost', # User => '', # Password => '', Table => 'customer_user', }, # customer uniq id CustomerKey => 'login', # customer # CustomerID => 'customer_id', CustomerValid => 'valid_id', CustomerUserListFields => ['login', 'first_name', 'last_name', 'company', 'email'], CustomerUserSearchFields => ['login', 'last_name', 'customer_id'], CustomerUserPostMasterSearchFields => ['email'], CustomerUserNameFields => ['salutation', 'first_name', 'last_name'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type, http-link [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'login', 1, 1, 'var' ], [ 'UserPassword', 'Password', 'pw', 0, 1, 'var' ], # [ 'UserEmail', 'Email', 'email', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'phone', 1, 1, 'var' ], [ 'UserCompany', 'Company', 'company', 1, 0, 'var' ], [ 'UserEmail', 'Email', 'email', 1, 1, 'var', '$Env{"CGIHandle"}?Action=\ AgentCompose&ResponseID=1&TicketID=$Data{"TicketID"}&ArticleID=$Data{"ArticleID"}' ], [ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var' ], [ 'UserComment', 'Comment', 'comment', 1, 0, 'var' ], [ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int' ], ], }; # CustomerGroupSupport (0 = compat. to OTRS 1.1 or lower) # (if this is 1, then you need to set the group <-> customer user # relations (ro/rw)! http://host/otrs/index.pl?Action=AdminCustomerUserGroup # otherway, each user is ro/rw in each group!) $Self->{CustomerGroupSupport} = 1; # CustomerGroupAlwaysGroups # (if CustomerGroupSupport is true and you don't want to manage # each customer user for this groups, then put the groups # for all customer user in there) # $Self->{CustomerGroupAlwaysGroups} = ['users', 'info']; # --------------------------------------------------- # # login and logout settings # # --------------------------------------------------- # # CustomerPanelLoginURL # (If this is anything other than '', then it is assumed to be the # URL of an alternate login screen which will be used in place of # the default one.) $Self->{CustomerPanelLoginURL} = ''; # $Self->{CustomerPanelLoginURL} = 'http://host.example.com/cgi-bin/login.pl'; # CustomerPanelLogoutURL # (If this is anything other than '', it is assumed to be the URL # of an alternate logout page which users will be sent to when they # logout.) $Self->{CustomerPanelLogoutURL} = ''; # $Self->{CustomerPanelLogoutURL} = 'http://host.example.com/cgi-bin/login.pl'; # CustomerPanelLostPassword # (use lost passowrd feature) $Self->{CustomerPanelLostPassword} = 1; # CustomerPanelCreateAccount # (use create cutomer account self feature) $Self->{CustomerPanelCreateAccount} = 1; # CustomerPriority # (If the customer can set the ticket priority) $Self->{CustomerPriority} = 1; # CustomerDefaultPriority # (default priority of new customer tickets) $Self->{CustomerDefaultPriority} = '3 normal'; # CustomerNextScreenAfterNewTicket # $Self->{CustomerNextScreenAfterNewTicket} = 'CustomerZoom'; $Self->{CustomerNextScreenAfterNewTicket} = 'CustomerTicketOverView'; # CustomerPanelSelectionType # (To: seection type. Queue => show all queues, SystemAddress => show all system # addresses;) [Queue|SystemAddress] $Self->{CustomerPanelSelectionType} = 'Queue'; # $Self->{CustomerPanelSelectionType} = 'SystemAddress'; # CustomerPanelSelectionString # (String for To: selection.) # use this for CustomerPanelSelectionType = Queue # $Self->{CustomerPanelSelectionString} = 'Queue: <Queue> - <QueueComment>'; $Self->{CustomerPanelSelectionString} = '<Queue>'; # use this for CustomerPanelSelectionType = SystemAddress # $Self->{CustomerPanelSelectionString} = '<Realname> <<Email>> - Queue: <Queue> - <QueueComment>'; # CustomerPanelOwnSelection # (If this is in use, "just this selection is valid" for the CustomMessage.) # $Self->{CustomerPanelOwnSelection} = { # # QueueID => String # '1' => 'First Queue!', # '2' => 'Second Queue!', # }; # --------------------------------------------------- # # notification email about new password # # --------------------------------------------------- # $Self->{CustomerPanelSubjectLostPassword} = 'New OTRS Password!'; $Self->{CustomerPanelBodyLostPassword} = " Hi <OTRS_USERFIRSTNAME>, You (or someone impersonating you) have requested to change your Reliable Networks Trouble Ticketing System password as follows: New Password: <OTRS_NEWPW> <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>customer.pl The Reliable Networks of Maine Trouble Ticketing System Automated Attendant "; # --------------------------------------------------- # # notification email about new account # # --------------------------------------------------- # $Self->{CustomerPanelSubjectNewAccount} = 'New OTRS Account!'; $Self->{CustomerPanelBodyNewAccount} = " Hi <OTRS_USERFIRSTNAME>, You (or someone impersonating you) have created a new Reliable Networks Trouble Ticketing System account for you, as follows: (<OTRS_USERFIRSTNAME> <OTRS_USERLASTNAME>). Login: <OTRS_USERLOGIN> Password: <OTRS_USERPASSWORD> <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>customer.pl The Reliable Networks of Maine Trouble Ticketing System Automated Attendant "; # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # } -- _____________________________________________________________ A Message From... L. Mark Stone Reliable Networks of Maine, LLC 477 Congress Street, 5th Floor Portland, ME 04101 Tel: (207) 772-5678 Web: http://www.rnome.com

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How to run Cron Jobs as otrs user
by Tyler Hepworth 30 Apr '04

30 Apr '04

How do I install and run the cron jobs as the OTRS user? I do not have an the password for the OTRS user nor is there even a shell to login to as OTRS. I changed the postmaster cron to run every 1 minute instead of 10, but the changes have not taken effect. It still checks every 10 minutes. And, if I try to restart the cron service, I get one of the two following messages: When run as regular user: "No cronjobs in /home/tylerh/var/cron found! * Check the $HOME (/etc/passwd) of the OTRS user. It must be the root dir of your OTRS system (e. g. /opt/otrs)." If I try to run it as root, I get the following: "Run this script just as OTRS user! Or use 'Cron.sh {start|stop|restart} OTRS_USER'!" So, I type "Cron.sh restart OTRS" and still get the same message. Can someone please explain what I need to do to manage my cron?

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Too small LDAP fields
by Stefansen Espen 30 Apr '04

30 Apr '04

Hi I'm extracting customer info from LDAP, but some of the info is "broken off" with [..]. Is it possible to show the entire info without the brackets? And where will i be able to change this? Regards... Espen

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RE: [otrs] Attachment wrongly labelled
by Covert, Jake 29 Apr '04

29 Apr '04

Dan, Are you attachments being stored in the db or the filesystem? ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com ********************************* Daniel Seifert wrote: > Hi, > > since OTRS 1.1.3 up to 1.2.3 we notice a problem where attachments in > an incoming mail are not displayed correctly. > > Often customers write us in HTML mails and attach one or more files. > We end up getting a list of attachments where the name does regularly > not match the content. > > Example1: > > For plain-ascii mails with attachments, the list of attachments shows > the attachments + the ascii text: > > attach1.zip - the file attach1.zip I sent > file-1 - the ascii text of the message > > Technically speaking file-1 should not be there at all as it is the > actual message that is also displayed in OTRS. No need to have it in > the attachment list again (no email client would do it this way). At > least it could be named "Plain Ascii" or something like this. > > But we can live with this problem. Far more annoying is where Outlook > users send an html email with attachments. Here it can happen that > the attachments are labelled incorrectly, e.g. > > attach2.zip > file-2 > attach1.zip > file-1 > > When clicking on attach1.zip, I see the mail message, when clicking on > file-1 I get a zip file in OTRS. > > Again, the plain ascii part does not need to be displayed in the > attachment list. Also, the HTML part should be labelled as HTML.

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RE: [otrs] Suse setup questions
by Tyler Hepworth 28 Apr '04

28 Apr '04

> I setup OTRS via rpm on Suse. It works wonderfully. But, I have a few > questions about certain aspects of it. I noticed that the setup created a > system account for the user "otrs". What is the default password for this > account? Does the OTRS software depend on this user account and password, > or can I change the password to something else? > > Also, how do I restart the cron service found at /opt/otrs/bin/Cron.sh? > When I try to restart it via my regular user account, I get the following > message: > > "No cronjobs in /home/tylerh/var/cron found! * Check the $HOME > (/etc/passwd) of the OTRS user. It must be the root dir of your OTRS system > (e. g. /opt/otrs)." > > > If I try to run it as root, I get the following: > > "Run this script just as OTRS user! Or use 'Cron.sh {start|stop|restart} > OTRS_USER'!" > > So, I type "Cron.sh restart OTRS" and still get the same message. Can > someone please explain what I need to do to manage my cron? > > Thanks, > > > Tyler > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ Hi, im a bloody beginner in this tool (and trying 2 run it on m$ too) so i just can offer a suggestion... have you trie d it via su - otrs? just 2 ct. Li Yes, I have tried running it via su. No luck. Can anyone else tell me how to get cron restarted? Thanks, Tyler

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Attachment wrongly labelled
by Daniel Seifert 28 Apr '04

28 Apr '04

Hi, since OTRS 1.1.3 up to 1.2.3 we notice a problem where attachments in an incoming mail are not displayed correctly. Often customers write us in HTML mails and attach one or more files. We end up getting a list of attachments where the name does regularly not match the content. Example1: For plain-ascii mails with attachments, the list of attachments shows the attachments + the ascii text: attach1.zip - the file attach1.zip I sent file-1 - the ascii text of the message Technically speaking file-1 should not be there at all as it is the actual message that is also displayed in OTRS. No need to have it in the attachment list again (no email client would do it this way). At least it could be named "Plain Ascii" or something like this. But we can live with this problem. Far more annoying is where Outlook users send an html email with attachments. Here it can happen that the attachments are labelled incorrectly, e.g. attach2.zip file-2 attach1.zip file-1 When clicking on attach1.zip, I see the mail message, when clicking on file-1 I get a zip file in OTRS. Again, the plain ascii part does not need to be displayed in the attachment list. Also, the HTML part should be labelled as HTML. -- Daniel Seifert <dseifert(a)gmx.de>

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Spell checker and line breaks
by Paul 28 Apr '04

28 Apr '04

Hi, Using 1.2.2-CVS, it appears that the spell checker adds line breaks after each line in the message once checking is completed. This makes editing the e-mail afterwards difficult without having to reformat the line breaks. Is there a way to have the spell checker send back the text without the additional line breaks? It seems to me that those are best added at the time of sending. Regards, Paul

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RE: [otrs] An answer: statistics
by Juan Gonzalez 27 Apr '04

27 Apr '04

Is there any work being done on this subject? I looked at the archives, and no definite answer of someone doing something like this to incorporate into the OTRS package. I am going into testing of the OTRS system with live customer emails tomorrow, and this is one of the final things that should be included in a system such as OTRS if we want companies out there to even consider the product. Not every company out there will have someone skilled in SQL statement creation to get the info that management is requesting on workflow. -----Original Message----- From: Peter Didenko [mailto:kip@masterhost.ru] Sent: Friday, April 16, 2004 2:31 AM To: otrs(a)otrs.org Subject: [otrs] An answer: statistics Hello, We are using OTRS in a corporate environment. Our operators sending his answers to clients using OTRS. I want to have some statistics for each operator: how many tickets/articles they answered during the period, average time for the one answer, average articles number within the ticket and so on like this. Is there any ready to use statistics packages available from OTRS team or from any other developers/OTRS users? I believe, this is very actual question, but I found no any information on this. Thank you. -- Peter

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RE: [otrs] IO Socket Error
by Tyler Hepworth 27 Apr '04

27 Apr '04

Tyler Hepworth wrote: > I have OTRS in production on a Win32 platform. It has quit > working and displays the error: > > IO::Socket::INET: connect: Unknown error at > C:/otrs/otrs/Kernel/cpan-lib/CGI/Carp.pm line 301. > > > I have tried restarting the services and the computer. Same > thing. I have verified that both apache and mysql are > running (I can connect to mysql through the phpmyadmin interface). > > Anybody know what this is about? Please, I am dead in the water. > My system relies heavily on LDAP functions. I did not know it, but the LDAP server I was pointing at went offline. I pointed at a different LDAP server and it started working again. Tyler

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IO Socket Error
by Tyler Hepworth 27 Apr '04

27 Apr '04

I have OTRS in production on a Win32 platform. It has quit working and displays the error: IO::Socket::INET: connect: Unknown error at C:/otrs/otrs/Kernel/cpan-lib/CGI/Carp.pm line 301. I have tried restarting the services and the computer. Same thing. I have verified that both apache and mysql are running (I can connect to mysql through the phpmyadmin interface). Anybody know what this is about? Please, I am dead in the water. Thanks, Tyler Hepworth

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