February 2005 - otrs - OTRS mailing lists

R: [otrs] multiple LDAP Servers
by ATosi＠oki.it 02 Feb '05

02 Feb '05

I have the same problem, many test but no solution yet Ciao AleX -----Messaggio originale----- Da: Gerold Wirnitzer [mailto:gerold.wirnitzer@deri.org] Inviato: martedì 1 febbraio 2005 18.22 A: otrs(a)otrs.org Oggetto: [otrs] multiple LDAP Servers is it possible to use more (two) LDAP Servers to authenticate customers. i have tried it with: $Self->{CustomerUser1} = ... $Self->{CustomerUser2} = ... but that settings didn´t allow to authenticate Users from the second LDAP Server. any ideas? thanks -gery

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is it possible to ignore e-mail where the otrs address is in the cc: field?
by Jorick Astrego 02 Feb '05

02 Feb '05

Hi, We have OTRS setup to receive messages on a specific address and create new tickets when people mail to it. Some of our customers have the habit of including the helpdesk mail-address in the CC: field when the mail to a specific person in our organization. This causes tickets to be created that we do not want in our helpdesk system. Is there a parameter in the Config.pm to respond only to the to: address or do we need to filter these on the mailserver? 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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Automatic "From" in new Ticket
by Mark Seamans 01 Feb '05

01 Feb '05

Hi all! I have OTRS configured to accept login from my Windows AD (LDAP) which is working great. However when creating a ticket (phone-ticket) the "From" Field must be populated (of course since OTRS is based heavily on email transactions). I am wanting so when user "Irene Swallow iswallow(a)xyz.com" logs in and creates a ticket, she does not have to search for herself to populate the "From" Field. (She gets confused...searching for herself can blow an hour real quick). Ideally, I would like otrs to grab the user email automatically. Thanks for the input. Mark

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Time Accounting
by Pete McDonnell 01 Feb '05

01 Feb '05

I dug up the following from an old 2003 post on this list. Just wondering if it'll still work the same on version 1.3.1 and newer versions? Still haven't upgraded the production server to 1.3.2. __SNIP__ You can set a config option to force time accounting ("$Self->{FrontendNeedAccountedTime} = 1;") and a option to defined the time format name (" $Self->{TimeUnits} = ' (work units)';") -=> e. g. "$Self->{TimeUnits} = ' (hours)';". __SNIP__ - Pete McDonnell Manager, Technical Services Hip Interactive Phone: (519) 272-0234 x228 "What the large print giveth, the small print taketh away." - Anonymous

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multiple LDAP Servers
by Gerold Wirnitzer 01 Feb '05

01 Feb '05

is it possible to use more (two) LDAP Servers to authenticate customers. i have tried it with: $Self->{CustomerUser1} = ... $Self->{CustomerUser2} = ... but that settings didn´t allow to authenticate Users from the second LDAP Server. any ideas? thanks -gery

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Ghost Tickets
by Maher, John 01 Feb '05

01 Feb '05

I have put a webpage up with screenshots that will hopefully better illustrate the problem I'm trying to describe: we've had this occur before but not like this, and unfortunately this has stopped our ability to process tickets, so any assistance in this matter would be greatly appreciated. http://www.bol.ucla.edu/~jmaher/otrsIssue/index.html Problem #1: Our main queue, "Consult" shows 30 "Tickets available", but only 1 under "All Tickets". Problem #2: The queue is displaying 3 pages as if OTRS were trying to display the 30 tickets. Clicking on these pages shows that no tickets are being drawn so none can be seen. Assuming that it might have something to do with locking, I set the unlock timeout to 30 minutes, and the escalation time to 60 minutes hoping that this would unlock and then force escalation on the 30 "Ghost" tickets, but nothing has happened, which is especially interesting as I have 3 locked tickets, which should have unlocked by now but haven't. We are running OTRS 1.2.2 Any help would be appreciated: the boss is upset and OTRS is unusable until we solve this problem. THANKS! John Maher | BOL Coordinator | jmaher(a)cts.ucla.edu

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RE: [otrs] Need informations before installing OTRS
by Peter van Beugen 01 Feb '05

01 Feb '05

I did not totally understand your question but OTRS is 100% web-based, so it doesn't matter where the physical location of the server is. Just arrange that is it reachable over the internet. Anyone with the right username/password can login as administrator....from everywhere. Peter ________________________________ Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Martineau Michael Verzonden: dinsdag 1 februari 2005 11:30 Aan: 'otrs(a)otrs.org' Onderwerp: [otrs] Need informations before installing OTRS Hi, We are very interested in the OTRS product but before we install it in our company, I have got a few questions for you: 1) We would like to use OTRS in an unusual way: we'll install the software and have the service provider to connect in the computer: the client doesn't connect in the provider's computer anymore, it works the other way round.Is it possible to use OTRS this way? 2) In that schema, is it possible for the client (us), to be system administrator anyway? 3) Do you know of any company using OTRS that way? If so, do you have any feedback? Thank you all for your help. Michaël MARTINEAU - Responsable Service Projets ------------------------------------------------------------ France-examen - Direction de la Production - Groupe PROSODIE Tel. : +33 (0)1 46 84 12 46 / Fax : +33 (0)1 46 84 02 02 E-mail : mmartineau(a)france-examen.fr 150, rue Galliéni - 92100 Boulogne-Billancourt ------------------------------------------------------------ www.france-examen.com <http://www.france-examen.com/>

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Need informations before installing OTRS
by Martineau Michael 01 Feb '05

01 Feb '05

Hi,<?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /> We are very interested in the OTRS product but before we install it in our company, I have got a few questions for you: 1) We would like to use OTRS in an unusual way: we'll install the software and have the service provider to connect in the computer: the client doesn't connect in the provider's computer anymore, it works the other way round.Is it possible to use OTRS this way? 2) In that schema, is it possible for the client (us), to be system administrator anyway? 3) Do you know of any company using OTRS that way? If so, do you have any feedback? Thank you all for your help. Michaël MARTINEAU - Responsable Service Projets ------------------------------------------------------------ France-examen - Direction de la Production - Groupe PROSODIE Tel. : +33 (0)1 46 84 12 46 / Fax : +33 (0)1 46 84 02 02 E-mail : mmartineau(a)france-examen.fr <mailto:mmartineau@france-examen.fr> 150, rue Galliéni - 92100 Boulogne-Billancourt ------------------------------------------------------------ <http://www.france-examen.com/> www.france-examen.com

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search for tickets closed today
by Anne-Mie Vandermeeren 01 Feb '05

01 Feb '05

Hi, How do I search for tickets that were closed on a certain day. I can only use the creation date in the search window, not the close date. Anne-Mie

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Default owner for queue
by Nav Dhunay 01 Feb '05

01 Feb '05

Right now, when tickets come into our Incoming queue, they are assigned a default owner. That owner happens to be me. How do you set/change the default owner for a queue? Nav

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