December 2005 - otrs - OTRS mailing lists

RE: [otrs] Binding agents and tickets
by Tim Smith 21 Dec '05

21 Dec '05

I believe this is the default action as long as the ticket is still locked by the agent. One question that comes to mind is when your customers reply is a new ticket created or does it append to the current one? Tim Smith, Advanced Management Systems

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Binding agents and tickets
by Daniel Friehe 21 Dec '05

21 Dec '05

Hi! I tried to figure out whether there is a way to attach a ticket to one specific agent. In other words: I want customer replies (follow-ups) returned right to the agent that was concerned with that case before. Can anyone tell me please? Thanks in advance! Regards, Daniel

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Customer-Authentication
by Thorsten.Dannhausen＠Bertelsmann.de 20 Dec '05

20 Dec '05

Hi all, I've got a question. I'm using OTRS 2.0.1 on WinXP, everything works fine, even my LDAP-Integration for the Customer beside one thing. I need a possibility to add a second domain to authenticate my customers, so that they can logon to Customer-Frontend. I only get one domain to work. Anybody got any ideas?? Kind Regards Thorsten

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AW: [otrs] LDAP with Microsoft Acrive Directory (Global Catalog)
by Kaiser Dr., Thomas (LfStaD) 20 Dec '05

20 Dec '05

Hi Martin, If you use the global catalog you can see all users. Maybe you are using not the right instance or the rigt base dn. For example our configuration is: Params => { # ldap host Host => 'dc02.zzz.yyy.org', # ldap base dn BaseDN => 'dc=yyy, dc=org', # 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 => 'xxx(a)yyy.org', UserPw => '******', # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => ' (objectclass=user)' AlwaysFilter => '(objectclass=user)', # if your frontend is e. g. iso-8859-1 and the charset of your # ldap server is utf-8, use this options (if not, ignore it) SourceCharset => 'utf-8', DestCharset => 'iso-8859-15', # Net::LDAP new params (if needed - for more info see perldoc Net::L Params => { port => 3268, timeout => 120, async => 0, version => 3, }, }, HTH and regards Thomas -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Mayr Martin Gesendet: Dienstag, 20. Dezember 2005 12:24 An: otrs(a)otrs.org Betreff: [otrs] LDAP with Microsoft Acrive Directory (Global Catalog) Does anybody know how to access a global catalog for user search? We have a forest considting of a root domain and 3 subdomains for each region. If i use one of the subdomains i can perfectly search the users. Which parameters do i have to use search on a global catalog server about users in all 4 domains? Thanks for help Martin _______________________________________________ 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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LDAP with Microsoft Acrive Directory (Global Catalog)
by Mayr Martin 20 Dec '05

20 Dec '05

Does anybody know how to access a global catalog for user search? We have a forest considting of a root domain and 3 subdomains for each region. If i use one of the subdomains i can perfectly search the users. Which parameters do i have to use search on a global catalog server about users in all 4 domains? Thanks for help Martin

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TicketHistoryCache
by Luis Fernando 20 Dec '05

20 Dec '05

hello why is /var/tmp/TicketHistoryCache useful for? may I disable it? thanks, Luis Fernando

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misc questions
by Laurent GALAIS 19 Dec '05

19 Dec '05

Hello List, Maybe someone does have some quick answers to these relatively straightforward quick questions ... 1 - Why when I forward a ticket article, I only have access to a limited list of status (4 out of 8) ? 2 - When I send an email via empty answer or forward, there is no way to flag a priority to the email ... even though the case itself has an high priority to it ... 3 - when I set a status of 'auto close +' on a ticket in my queue, after the timer is passed, it doesn't close the ticket but tells me the pending date is passed since (- days + hours). I kind of remember some entries where that might be configurable, just don't retrieve them anymore. I probably missed to activate the trigger to start the auto close + feature ... Hope someone can point me quickly to those little ajustements. Merci ! Laurent

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Company View
by christian.verdun＠cfi-pac.com 19 Dec '05

19 Dec '05

The company view doesnt seem to work, I have added multipul ID's and tried using the same ID for a few accounts yet they are still unable to see each other. The only method that seems to be successful is if I put in everyones personal ID into everyones mutlipul but this isnt pratical or even logical. Has anyone been able to come up with a solution for having all customers being able to view other customers tickets in company view?

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Cant use SysConfig Web Interface
by Rodrigo Morais 19 Dec '05

19 Dec '05

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Send email when a customer create new ticket
by Rodrigo Morais 19 Dec '05

19 Dec '05

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