June 2004 - otrs - OTRS mailing lists

Help with $Self->{CustomerUser}
by Tyler Hepworth 10 Jun '04

10 Jun '04

What do the following lines do in $Self->{CustomerUser} (abbreviated for ease of reading). $Self->{CustomerUser} = { Name => 'Database Source', Module => 'Kernel::System::CustomerUser::DB', CustomerID => 'customer_id', # This line! CustomerValid => 'valid_id', Map => [ [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], # This line! ], }; What is the difference between CustomerID and UserCustomerID? I find that I can change the value of one and it will not affect the other. Also, I thought that a user's ID was drawn from CustomerID (when the program looks at LDAP to find out what the CustomerID is) but have found that it is drawn from UserCustomerID. Can anyone help me clarify what the role of these two entries are? Thanks, Tyler Hepworth

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Authentication through URL params
by Adrián Deccico 10 Jun '04

10 Jun '04

Hi, I want to authenticate customers through the URL vars because I want to integrate OTRS with another system. The idea is to call customer.pl in that way Customer.pl?user=name&password=key Is it possible? Thank you for reading and for any advice Best regards Adrián Deccico

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not receiving notification
by MEGA Hospedagem 10 Jun '04

10 Jun '04

hello while trying to receive notification of new tickets for a new user, I did the following: 1) Logged as root on OTRS and went to admin section 2) Created a new user 3) Added this user to all groups with ro/rw 4) Logged as that user 5) Preferences -> notify when there's a new ticket: Yes select the custom queue -> all (update) but I'm not getting the notifications to the E-Mail I setted when I created the user, although I have another user that was already setted that receives the E-Mail (I checked those settings and they seen to be the same, so I don't understand why it's happening). any ideas? thanks PS: maybe there's some mistake on the link names because i use the portuguese version, so i translate to what i think it's in english

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Properly Backing up OTRS
by Marshall28 10 Jun '04

10 Jun '04

If I'm going to backup all of otrs so that I can restore in case of hard drive failure, should I just copy the /opt/otrs directory as well as do a "mysqldump --all-databases" to save the entire otrs database? I'm also curious where all the tickets are stored? Are these tickets all in the mysql database? thanks marshall

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Installing from tarball
by David Hansen Jr. 10 Jun '04

10 Jun '04

Okay, I'm getting a 403 error. I'm running Red Hat 2.1 AS, and have installed otrs-1.2.3-01.tar.gz. I've added the following to /etc/httpd/conf/httpd.conf: Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" Alias /otrs/ "/opt/otrs/bin/cgi-bin" <Location /otrs> SetHandler perl-script PerlHandler Apache::Registry Options ExecCGI PerlSendHeader On PerlSetupEnv On </Location> I've modified /opt/otrs/bin/SetPermissions.sh to change the otrs group from nogroup to otrs, and the apache nogroup to apache. I then ran /opt/otrs/bin/SetPermissions.sh /opt/otrs otrs apache I restarted httpd, then tried to get to /otrs/installer.pl. I get a 403 error. Here's my /httpd/error_log: [Thu Jun 10 08:25:43 2004] [notice] caught SIGTERM, shutting down [Thu Jun 10 08:25:50 2004] [notice] Apache/1.3.23 (Unix) (Red-Hat/Linux) mod_python/2.7.8 Python/1.5.2 mod_ssl/2.8.7 OpenSSL/0.9.6b DAV/1.0.3 PHP/4.0.6 mod_perl/1.26 configured -- resuming normal operations [Thu Jun 10 08:25:50 2004] [notice] suEXEC mechanism enabled (wrapper: /usr/sbin/suexec) [Thu Jun 10 08:25:50 2004] [notice] Accept mutex: sysvsem (Default: sysvsem) ...and my httpd/access_log: 192.168.0.25 - - [10/Jun/2004:08:26:37 -0700] "GET /otrs/ HTTP/1.1" 403 297 "-" "Mozilla/4.0 (compatible; MSIE 6.0; Linux 2.4.22-1.2115.nptl i686) Opera 7.11 [en]" Any suggestions? Thanks! ~ David -- -=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=- Black holes were created when God divided by zero

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Re: [otrs] live chat support in OTRS? {Scanned}
by unbekennt X 10 Jun '04

10 Jun '04

Robert, If I may just underscore this for a moment. The ability for OTRS to append an IRC log to a ticket would imo be a huge benefit, and since there are GNU/GPL IRC clients available already, it would perhaps not be a very difficult thing to achieve. My thinking is that one would want to inititate the IRC session from inside an existing ticket - or consequently initiating IRC would create a new ticket if none was open. I hope the OTRS team look into this. On a different tack, there are two other areas that I am looking into: I would like to see about capturing voice into tickets - since I now work at a company that does voice-apps this was kinda no-brainer. So two aspects of this would be capturing telephone conversations with customers and appending the voice phone session to the ticket, and the other aspect being allowing voice control of OTRS (you could telephone OTRS and log a ticket etc.) The second thing I am thinking about is a way to integrate a survey tool with OTRS so that support quality and customer opinions can be recorded. For example the customer gets a questionnaire after a ticket is closed or during it's lifecycle to ask how we are doing, etc. Matthew _________________________________________________________________ Create your own silly faces - click to learn more! http://messenger.msn.co.za?DI=1054&XAPID=2532

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Disable all outgoing mails ?
by Dennis.Buehring＠net-and-works.de 10 Jun '04

10 Jun '04

Hi, i am currently installing OTRS for a Typo3 single-signon demo environment. I want to disable some functions of OTRS and already got rid of 'Logout' and 'change password', but i dont know which is the best way to disable all outgoing mail traffic (i want to show single-signon and dont want the users to use otrs ). mfg Dennis

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Adding Customer Users
by Charles R. Thompson 10 Jun '04

10 Jun '04

I want to run through the entire OTRS tickets table and add each customer_user_id as a customer with the same password in the customer users' list. How might this be done? Can it be done via SQL? My concern is that maybe the passwords have to be encrypted. I was wondering if I could encrypt a simple password and use that encrypted string for all the others. Charles

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Stats and maximum # of locked tickets/close ticket without notes
by Juan Gonzalez 09 Jun '04

09 Jun '04

Hi, We're finally moving from our current email system over to OTRS for customer care emails. I have 2 questions and a gift for the group. 1) Is there a way to close a ticket without putting notes in it? We use another system for our order management, and any notes are usually put in there. It's hard getting my customer care team to do any extra steps than what they are used to with our current email system so an option of turning off the mandatory typing of a note would be nice. 2) Is there a way to setup the maximum number of locked tickets that an agent/user can have open at one time? We have 1-2 agents who like to open up as many tickets as they can, leaving nothing for the other members. Thanks in advanced for any help with these questions - thanks also to the many members of the mailing list who are extremely helpful. More thanks to the OTRS dev. Team for such a great product. If it wasn't for OTRS, I would not be learning about MySQL and queries! As for the gift to the group. Here are 4 mysql queries that we've created in house - If we had this type of stuff built into the system's stat area, it would be a better system. I plan on looking at the code to see how I would implement that, but this might be beneficial to the rest of the group who might need this. We have this built into a text file now that a cron job picks up on a daily basis and emails it out to the recipients that I specify in the cron job. If any one is interested in getting the cron job, please let me know. Count of open tickets: select count(*) "# of tickets in backlog" from ticket Count of tickets received yesterday: select count(*) "# of new tickets received yesterday" from ticket WHERE create_time > date_add(NOW(),INTERVAL -1 DAY) Count of tickets closed successfully yesterday: select count(*) "# of tickets closed yesterday" from ticket where ticket_state_id = 2 and change_time > date_add(now(),INTERVAL -1 DAY) Count of tickets closed successfully yesterday by agent: select user_id "Agent",count(*) "# of Tickets closed yesterday" from ticket where ticket_state_id = 2 and change_time > date_add(now(),INTERVAL -1 DAY) group by user_id Count of new tickets received yesterday by queue: select queue_id "Queue", count(*) "# of new tickets received yesterday by subject" from ticket WHERE create_time > date_add(NOW(),INTERVAL -1 DAY) group by queue_id

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RE: [otrs] Problem with Loop - Why and how do I prevent it?
by Tyler Hepworth 08 Jun '04

08 Jun '04

Robert Kehl wrote: > On Tuesday, June 08, 2004 10:15 PM > Tyler Hepworth <TylerH(a)natr.com> wrote: >> I can see that OTRS was retrieving the message and appending the >> reply to the ticket, but OTRS was not deleting the message after >> retrieval, but does anyone know why this might have happened? Is it >> because OTRS could not retrieve the attachment as well? What I can >> do to prevent it in the future? > > Afaics, it seems so. See: > http://faq.otrs.org/otrs/faq.pl?Action=&ID=16 > I will bump up the setting, but what if a larger packet than what I set comes in? OTRS will go into a loop again. It seems a flaw to me if OTRS loops because an attachment larger than allowed comes to the system. Can OTRS itself be set to retreive a message, enter the text, and junk the file if larger than it should be? Why should OTRS keep trying to retrieve the same message if I have already said NO. Thanks, Tyler Hepworth

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