December 2005 - otrs - OTRS mailing lists

changing ticket priority
by William McGuirk 02 Dec '05

02 Dec '05

Hi all, I'm fairly new to OTRS and had a question that is probably simple but I haven't figured it out yet. I'm the sole tech guy at a school. They decided that they want 4 different people to be able to assign my priorities, as great as that sounds. Anyway, is there a way to set it so that they can log on and change the priority of a given ticket w/o taking ownership of it? As it is now, they have to take ownership, change priority, and then return ownership. Thanks for any help. Sorry for the newbie question. Bill

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Customer Info in Ticket Zoom
by Keith Turner 02 Dec '05

02 Dec '05

Chris: snip >A client would like more information displayed about the customer while in "Zoom" view. >Currently all that is displayed is the Customer's First name, Lastname and username. >I would like to be able to add their phone number etc...to this display. >I have added this info already to the database, I just need it displayed on the forms. >Could you give me a hint on where to look? Can I second this? We have Company and Phone added to the customer_user table on account creation, and they show up in the agent customer screen (similar to instructions given in the 1.3 manual, but we figured it out ourselves by adding to the customer map) We'd like to display the customers phone number and company in the agents reply by phone view, and the company in the customer info for both the email and phone reply. Is there a place where we can add to the string that gets created in the generic.pm file? We've traced it back that far. Keith

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RE: [otrs] Customer Info in Ticket Zoom
by Keith Turner 02 Dec '05

02 Dec '05

Shawn Holland: I've been wanting to add additional information to the customers... Keith adds: Hi, we) - after much striving - finally figured it out. I'll post a version of this to otrs mail as well. Comments welcome. First add your fields to the database using whatever DB utility you want. Then you have to add the fields to the customer map. To do this look for the CustomerUser object in the default.pm config file, and copy it to the config.pm file (leave the default.pm alone and make all your config changes in the config.pm file - the config file is read after the default one, so it overwrites any values in the prior) Inside the CustomerUser object is a map object that starts "Map => [" which has an array of arrays for each customer user field. Here's my complete CustomerUser map: Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'login', 1, 1, 'var', '', 0 ], [ 'UserPassword', 'Password', 'pw', 0, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'email', 0, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var', '', 0 ], [ 'UserComment', 'Comment', 'comments', 1, 0, 'var', '', 0 ], [ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int', '', 0 ], # Added by Cloud Systems. [ 'CustomerCompany', 'Company', 'company', 1, 1, 'var', '', 0 ], [ 'CustomerTelephone', 'Telephone', 'telephone', 1, 1, 'int', '', 0 ], ], We then added Company and Telephone fields to the creation of a customer account and also put in some front end JavaScript validation to make some fields required as well before a submit - as this currently required a server call. Be sure to add your new fields to the end of the list, as some internal function calls seem to use magic numbers to get the right elements so order here is important. To make the added fields show up in the customer information area of the pages we wanted, we simply needed to change the "shown" parameter as listed into the top comment a 1 instead of a 0. Hope this helps. Feel free to ask more questions if this isn't clear, though I'm still fighting with a lot of this myself. We also looked at using the freetext fields, but to us they looked like they were too tied into the freekeys and all their unwanted associated functionality. We'd looked at this for a long time, and no answers to this simple question despite multiple posts to both mail lists. Ah, well - learned a lot. Keith

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Customer Info in Ticket Zoom
by Chris Jones 02 Dec '05

02 Dec '05

Hi all; Thanks for all the help so far. I've got OTRS up and working quite well. Just trying to do some tidying up and modifications. A client would like more information displayed about the customer while in "Zoom" view. Currently all that is displayed is the Customer's First name, Lastname and username. I would like to be able to add their phone number etc...to this display. I have added this info already to the database, I just need it displayed on the forms. Could you give me a hint on where to look? Thanks Chris -- Chris Jones Developer/Consultant (604)738-8254

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Disable notifications to customer and disable website
by Kees van Rooden 02 Dec '05

02 Dec '05

Hello OTRS users, I've been searching the archives/documentation/SysConfig for a long time but I didn't find a solution how to disable all notifications to customers and disable the website for customers. Does anyone knows how to disable these features? Kind regards, Kees van Rooden

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Re: [otrs] Customer Info in Ticket Zoom
by Shawn Holland 01 Dec '05

01 Dec '05

On Thursday 01 December 2005 5:51 pm, Keith Turner wrote: > Can I second this? We have Company and Phone added to the customer_user > table on account creation, and they show up in the agent customer screen > (similar to instructions given in the 1.3 manual, but we figured it out > ourselves by adding to the customer map) I've been wanting to add aditional information to the customers. I've been searching the online docs and mailing list but havn't found the example you are talking about. Can you please show me what you did to acomplish this. Thanks in advanced Shawn Holland

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Using an Existing non-Updatable LDAP Database
by Richard Petty 01 Dec '05

01 Dec '05

I submitted a couple questions to this group yesterday about using two DB's simultaneously -- using LDAP to pull up new user data to pre-populate the add user/update user form, then a local database for storeage. Then I realized that the add/change screen might be the only place in OTRS that the user database info is changed. If this is the case, I could use the corporate read-only LDAP database and simply reprogram the update user info button to direct the user to the official, corporate LDAP maintenance web page. When we try to log in with the OTRS backend set to LDAP, though, we can authenticate but receive a message that there is no user data. It seems that there's more going on behind the scenes than there appears to be at first glance. I figure very few companies give new OTRS admins write access to valuable LDAP employee directories. I suspect my situation is not unique. How has anyone else confronted with this situation solved this problem? (I mean, besides disregarding LDAP altogether and entering user data manually to a local SQL database.) TIA, Richard Petty Austin, Texas

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Check Names
by Swett, Alex 01 Dec '05

01 Dec '05

I'm not so interested in authenticating users or agents through AD, but does OTRS have the ability to perform a "check names" function against AD (after LDAP integration, of course)? Thanks Alex

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Perl 5.6
by Florent Guiliani 01 Dec '05

01 Dec '05

Hi all, Is there anybody who run OTRS 2.0 with perl 5.6 ? I know that OTRS 2.0 recommand perl 5.8 but I only have 5.6. There is RPM for redgat 7.X and this distrib has perl 5.6 so why my question... Florent,

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Re: [otrs] Databases choices and mailer agant
by Florent Guiliani 01 Dec '05

01 Dec '05

Shawn Holland a écrit : >As per the Documentation > >http://doc.otrs.org/2.0/en/html/x175.html > >"...If you use MySQL you have the advantage that you can configure your >database and some system settings during the installation through a web >front-end...." > > Very big thanks to you but... MySQL don't have constraint like foreign key (not everytime). My question would be more: - Is OTRS is primary focused on MySQL or PostgreSQL or twice? - Which databases backends was the first supported? - Which is the most used? - Is there a recommended database back-end bitween MySQL and PostgreSQL? My preference goes to PostgreSQL. I'm trying to feel if OTRS would run like (or better) than with MySQL. >I would suggest to read through the documentation completely. Its not long but >it can answer a lot of questions that you may have. > > I'm sorry sorry sorry (one hundred time repeated :)) >Regards, > >Shawn Holland > > > Florent,

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