September 2004 - otrs - OTRS mailing lists

Does this feature exist?
by Brian 30 Sep '04

30 Sep '04

Hello, Strange question.. (seems very useful) we are setting up otrs for a small company (we don't have the need to have otrs open 24x7) Is there a way to assign a message queue to an email address? So that say when sales gets a new message in the queue, that it would send out an email to the person(s) responsible for the sales queue to log in and work with the message? It might seem redundant.. but as I said we are small and don't need otrs open all the time. Thanks in advance. - Brian

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Closing message
by Eric Boudrand 30 Sep '04

30 Sep '04

Hi, Is there a way to send a specific message exclusively when an agent closes a ticket ? "StateUpdate" notification is not exactly what I am looking for. Is it possible to close automatically a ticket when there is no customer update or agent update since a fix amount of days ? Regards. Eric Boudrand http://www.sistech.fr

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Ticket number in the body instead of in the subject?
by Robert L Mathews 30 Sep '04

30 Sep '04

At 9/30/04 9:54 AM, Reijer <reijer(a)xel.nl> wrote: >I was wondering whether OTRS has the possibility to have the >ticket-id/ticket number in the >body of the email instead of in the subject. The reason it's in the subject is so that when customers reply to any message you send them, their reply automatically includes the ticket number in the subject. That's how OTRS knows to match up a customer's reply with an existing ticket entry; if the number wasn't in the subject and the customer didn't include the part of the body of your message that contains the ticket number, each customer reply would create a brand new ticket, which is probably not what you want.... -- Robert L Mathews, Tiger Technologies http://www.tigertech.net/ "Ignorance more frequently begets confidence than does knowledge." -- Darwin

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RE: [otrs] LDAP/TLS
by Pete McDonnell 30 Sep '04

30 Sep '04

This works with Active Directory: added the following to /opt/otrs/Kernel/Config.pm $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = '10.1.104.153'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=corp,dc=hiplab2003,dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'pmcdonnell(a)corp.hiplab2003.com'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'passwordremoved'; $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '10.1.104.153'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=corp,dc=hiplab2003,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'pmcdonnell(a)corp.hiplab2003.com'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'passwordremoved'; # CustomerUser # (customer user database backend and settings) $Self->{CustomerUser} = { Name => 'Datenbank', Module => 'Kernel::System::CustomerUser::DB', Params => { Table => 'customer_user', # to use an external database # DSN => 'DBI:odbc:yourdsn', # DSN => 'DBI:mysql:database=customerdb;host=customerdbhost', # User => '', Password => '', }, # customer uniq id CustomerKey => 'login', CustomerID => 'customer_id', CustomerValid => 'valid_id', CustomerUserListFields => ['first_name', 'last_name', 'email'], # CustomerUserListFields => ['login', 'first_name', 'last_name', 'customer_id', 'email'], CustomerUserSearchFields => ['login', 'last_name', 'customer_id'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['email'], CustomerUserNameFields => ['salutation', 'first_name', 'last_name'], # ReadOnly => 1, 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' ], [ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var' ], [ 'UserComment', 'Comment', 'comments', 1, 0, 'var' ], [ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int' ], ], }; # CustomerUser1 # (customer user ldap backend and settings) $Self->{CustomerUser1} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => '10.1.104.153', # ldap base dn BaseDN => 'ou=Users, dc=corp, dc=hiplab2003, dc=com', # 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 => 'cn=Pete McDonnell, ou=Users, dc=corp, dc=hiplab2003, dc=com', UserPw => 'passwordremoved', AlwaysFilter => '', SourceCharset => 'utf-8', DestCharset => 'iso-8859-1', }, # customer uniq id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, 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', 'sAMAccountName', 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' ], ], }; - Pete McDonnell Manager, Technical Services Hip Interactive > -----Original Message----- > From: CBA Computer Support [mailto:support@bus.okstate.edu] > Sent: Wednesday, September 29, 2004 1:07 PM > To: otrs(a)otrs.org > Subject: [otrs] LDAP/TLS > > I've just got OTRS 1.3.1 installed want to use my > existing OpenLDAP server as a Customer back-end and User > authentication. It requires TLS connections. Does anyone > have an example of the LDAP config part of Config.pm using LDAP/TLS? > > Thanks, > > Jason Joines > ================================= > > _______________________________________________ > 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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Less intrusive escalation
by Jorick Astrego 30 Sep '04

30 Sep '04

We'd like to use the escalation feature of OTRS but currently the feature prevents our agents from viewing the queue's when there are escalated tickets. What we would like to have is the escalation with all the unanswered tickets displayed prominently when logging in, but also a way to access the queue's normally after that. Sometimes an answer just has to wait longer than the escalation time in our enviroment. Regards, Jorick Astrego IBM Certified System Administrator - Lotus Notes and Domino Quality On-Line® Hengelosestraat 501 P.O. Box 1414 NL-7500 BK Enschede the Netherlands Phone +31 53 4809090 Fax +31 53 4342040 Internet http://www.qualityonline.com

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Ticket number in the body instead of in the subject?
by Reijer 30 Sep '04

30 Sep '04

Dear List, I was wondering whether OTRS has the possibility to have the ticket-id/ticket number in the body of the email instead of in the subject. Perhaps someone created a module for this already, which could save me some time hacking up the code or looking for alternatives. I guess this feature might be interesting for other people as well, for your customers would feel less treated as a number in some 'fully automatic' response system. The use of a ticket system would be more invisible for the outside world, if you decide to use the email only feature. Ofcourse this might give some scalability issues in larger environments, because the whole body would have to be scanned, instead of just the subject. regards, Reijer

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reminders getting BCC'ed after upgrade to otrs 1.3.1
by Brendan Humphreys 30 Sep '04

30 Sep '04

Hi, In otrs 1.2.x we had set up sendmail BCC'ing so that we could archive all correspondences. We did this using the following line in Config.pm: $Self->{'SendmailBcc'} = 'xxx(a)xxxx.xxx'; After upgrading to OTRS 1.3.1 we are now finding that agent reminder mails appear to be getting BBC'ed as well. Is this a regression? Is there any way to turn it off? Thanks, -Brendan --- Cenqua: Software Tools for Continuous Quality http://www.cenqua.com

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otrs 1.3 installation problem over 9.1
by Erol YILDIZ 30 Sep '04

30 Sep '04

Hi, I have uninstalled the 1.3 beta4 and installed 1.3 to SuSE 9.1 and I get the messages which I have pasted below of this email in the error log of apache2. I have followed the steps for suse9.1 installation as running SuSEconfig, rcapache2 restart and then rcotrs start-force but still I can't get http://localhost/otrs/installer.pl. It says "You are not authorised to view this page". Any ideas? [Thu Sep 30 08:06:09 2004] -e: Apache::Reload: Can't locate /opt/otrs//Kernel/Modules/CustomerFAQ.pm [Thu Sep 30 08:06:09 2004] -e: Apache::Reload: Can't locate /opt/otrs//Kernel/Modules/AgentTicketLink.pm [Thu Sep 30 08:06:09 2004] -e: Apache::Reload: Can't locate /opt/otrs//Kernel/System/Encode.pm [Thu Sep 30 08:06:09 2004] -e: Apache::Reload: Can't locate /opt/otrs//Kernel/Modules/AdminAutoResponse.pm [Thu Sep 30 08:06:09 2004] -e: Apache::Reload: Can't locate /opt/otrs/Kernel/cpan-lib/Mail/Field.pm [Thu Sep 30 08:06:09 2004] -e: Apache::Reload: Can't locate /opt/otrs/Kernel/cpan-lib/MIME/Parser/Reader.pm [Thu Sep 30 08:06:09 2004] -e: Apache::Reload: Can't locate /opt/otrs//Kernel/Modules/AdminCustomerUserGroup.pm [Thu Sep 30 08:06:09 2004] -e: Apache::Reload: Can't locate /opt/otrs//Kernel/Config/Modules.pm [Thu Sep 30 08:06:09 2004] -e: Apache::Reload: Can't locate /opt/otrs//Kernel/Modules/AdminPostMasterFilter.pm [Thu Sep 30 08:06:09 2004] [error] [client 10.0.0.247] (13)Permission denied: access to /otrs/installer.pl/ denied

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Martin's Request that I post to the list
by Tyler Hepworth 29 Sep '04

29 Sep '04

Hi Martin, Here is my test message. Tyler Hepworth

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LDAP/TLS
by CBA Computer Support 29 Sep '04

29 Sep '04

I've just got OTRS 1.3.1 installed want to use my existing OpenLDAP server as a Customer back-end and User authentication. It requires TLS connections. Does anyone have an example of the LDAP config part of Config.pm using LDAP/TLS? Thanks, Jason Joines =================================

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