September 2005 - otrs - OTRS mailing lists

locking of closed tickets
by Dmitry 13 Sep '05

13 Sep '05

Hello. How to make unlocking of closed tickets unavaliable? -- WBR, Dmitry mailto:xeon@irk.pp.ru

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attachment size
by Daniel Balan 12 Sep '05

12 Sep '05

Hello otrs, Is there a way to set the maximum size of the file that I want to attach to an OTRS ticket? As far as I can see I can not send attachments larger than 1 MB Daniel Balan, Head of Customer Service www.bitdefender.com secure your every bit -- This message was scanned for spam and viruses by BitDefender. For more information please visit http://www.bitdefender.com/

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Multiple customer auth backends
by Sébastien Prud'homme 12 Sep '05

12 Sep '05

Hi, We use OTRS with customers authentified in an LDAP backend. We need to authentify customers not present into that LDAP server. Is there a way to create these customers into the local OTRS database and use these two backends together ? I found no solution for this (only multiple backend for customer user informations seems possible) Regards

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Automatic Phone Ticket ownership, is it possible?
by KartheeK 11 Sep '05

11 Sep '05

Hello EveryBody, I have got a otrs setup running. I want to know if we can configure otrs in this way: "while creating a phone ticket, the agent who is creating the ticket should become the owner by default, eventhough he is not selecting himself as the owner while creating the ticket." Any inputs regarding the matter is a welcome... Regards KartheeK --------------------------------- Yahoo! India Matrimony: Find your partner now.

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ODBC customer database
by Frank Ruske 10 Sep '05

10 Sep '05

ODBC Problem: I tryed to make OTRS customer database running with ODBC Therefore i installed DBD_ODBC. I then continued as described here: http://lists.otrs.org/pipermail/otrs/2003-May/001828.html I Copied the "CustomerUser" DB example from Kernel/Config/Defaults.pm into my custom Kernel/Config.pm and made the changes to fit my server. Now here comes my problem: The software gives me a "Software error:". OTRS LOG says: [Sat Sep 10 14:53:40 2005][Error][Kernel::System::DB::new][145] Unknown database type! Set option Database::Type in Kernel/Config.pm to (mysql|postgresql|maxdb|oracle|db2|mssql). I checked DB.pm but found nothing about odbc there. Can anyone help me out? Did i missed anything? This is a windows server btw. Thank you and Regards Frank

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Stopping OTRS.
by anushya beauty 10 Sep '05

10 Sep '05

Hi, I have transferred the otrs from old system to new one. Now I want to deactivate the otrs in the old system. Is there any proper way to close the otrs or just to remove the otrs user?. with regards,G.Anushya,anushya(a)wellspringsystems.com __________________________________________________________ Yahoo! India Matrimony: Find your partner now. Go to http://yahoo.shaadi.com

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Active Directory and OTRS again
by James Marcinek 09 Sep '05

09 Sep '05

Hello, I guess maybe I need some advice on how to go about this now. Let me give a few facts about how this will probably be deployed: The majority of items tickets will be for external customers; however the web site will be on the intranet and not be available for external customers. The tickets will be created via phone calls. The active directory has several Organizational Unit's (ou's) for user's. In addition the actual otrs user's will also be from different ou's. Our model will likely be that the majority of ticket's will go to one queue and a group will move the ticket to the appropriate queue. Can anyone give me any excerpts from the Config.pm file so that I might get a feel of what I need? I need to be able to add user's from any ou... I started looking at the doc's site and got really tied up with the customer user. Also, will I still be able to log in with the 'root@localhost' account to add user's and groups? Thanks, James

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Integrating with Active Directory - Is it worth it?
by James Marcinek 09 Sep '05

09 Sep '05

Hello Everyone, I'm at the experimentation phase of OTRS and would like to know if it is worth integrating with Active Directory? The majority of the customers will external so I do not believe the customer integration would be worth while. I would like to hear from those who have worked with this configuration. Thanks, James

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Re: [SPAM] RE: [otrs] Integrating with Active Directory - Is it worth it?
by James Marcinek 09 Sep '05

09 Sep '05

I have multiple containers where users are located. I'm reading the howto for AD integration and it mentions having this scenerio but it's a little vague to me how one points to multiple containers??? 'Replace [base_dn] with the DN of where your customer users are location in the AD tree. If all customer users are located under a "People" container, specify that as the base_dn for Customer Auth, ie. "ou=People, dc=example, dc=com". If you have users in multiple containers, you may want to add multiple LDAP sources. Feel free to use $Self->{CustomerUser1} throughout $Self->{CustomerUser10}.' I have several ou's with people (and there's spaces between the names). I also have questions about how to connect to the database? '... # to use an external database # DSN => 'DBI:odbc:yourdsn', # DSN => 'DBI:mysql:database=customerdb;host=customerdbhost', # User => '', Password => '',' The database is local. I had already created some user's without using LDAP but how do you add user's once LDAP is enabled, as the root user is not going to be in the AD user's list? Thanks for the reply "User questions and discussions about OTRS.org" <otrs(a)otrs.org> wrote: > Hi, > > Integration with ldap (or AD) in our site was really simple and easy. Is it worth it? Well, I lost 15 minutes, and have 2000 users on AD. Even if you only have 5 users on AD, it's still worth it, because you can have more than 1 BD per installation. > > Just my 1EUR. > > Have a nice weekend, > > Duarte > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of James Marcinek > Sent: sexta-feira, 9 de Setembro de 2005 17:39 > To: otrs(a)otrs.org > Subject: [otrs] Integrating with Active Directory - Is it worth it? > > Hello Everyone, > > I'm at the experimentation phase of OTRS and would like to know if it is worth > integrating with Active Directory? The majority of the customers will external > so I do not believe the customer integration would be worth while. I would like > to hear from those who have worked with this configuration. > > Thanks, > > James > > _______________________________________________ > 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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RE: [otrs] Queues
by West, Bradley G. 09 Sep '05

09 Sep '05

Jeff, Queue view are attributes of your agent users. They however have to first be in the group that is assigned to the queue. I found it much easier to define my own groups and assign them to the queues, and lastly go back and modify the user in question to specifically highlight the queues that the user needs to be able to see in the My Queues. I hope this helps. Brad West Network/Systems Engineer Spang & Company bwest(a)spang.com -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jeff Sent: Wednesday, September 07, 2005 5:14 PM To: otrs(a)otrs.org Subject: [otrs] Queues Sorry but I'm missing something trivial about queues. Why does a ticket with an assigned owner not show up in the "My Queues" area? Thanks. _______________________________________________ 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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