January 2006 - otrs - OTRS mailing lists

Customer Notify when Status --> Closed How?
by KartheeK 20 Jan '06

20 Jan '06

Hello All, I want to know if there is a way to automatically shoot an email to the customer ONLY when the status is CLOSED... Regards KartheeK Send instant messages to your online friends http://in.messenger.yahoo.com

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Help Regardin Call Closing
by Prafulla Kumar H.S. 20 Jan '06

20 Jan '06

Hi, I have installed and configured OTRS. Now I want to know about the availability of following feature: As soon as agent closes the ticket, one internal note is generated and call originator is not getting any mail/message. Is it possible to convert this option of internal note to mail so that it can reach ticket originator as well as the person who has assigned call. Thanks, Prafulla

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StaticDB TicketIndexAccelerator getting out of sync
by Björn Wiberg 20 Jan '06

20 Jan '06

Hi! We've tried to adopt the StaticDB TicketIndexAccelerator for our OTRS 2.0.4, and it works most of the time, but every now and then it gets "out of sync" so that OTRS displays that there is a larger number of new cases in some queues than there actually are. Emptying the index tables and then running the RebuildTicketIndex.pl script seems to fix things, for a while, until they go bad again. Has anyone come across this? We're using MySQL 4.1 with (InnoDB) under Debian. I also noticed that under Debian, a cron job, /etc/cron.d/otrs_rebuild_ticket_index, rebuilds the index every night: 01 01 * * * otrs test -x $HOME/bin/RebuildTicketIndex.pl && $HOME/bin/RebuildTicketIndex.pl >> /dev/null I'm wondering what the purpose of this is? Does the ticket index table not have any other means of auto-purge? I also read in the OTRS manual that this may become an issue when one has 80000+ tickets in total or 6000+ open tickets. Does anyone have experience of this? We're running a daily optimization of some of the ticket tables, as suggested by the tuning section of the OTRS manual: 10 1 * * * root if [ -x /usr/bin/mysql ]; then echo 'OPTIMIZE TABLE `otrsstudentdb`.`article`, `otrsstudentdb`.`ticket`, `otrsstudentdb`.`ticket_history`;' | /usr/bin/mysql > /dev/null ; fi Will this help alleviate some of the potential performance problems when having a large number of tickets in the database? Thankful for any tips or hints! Best regards, Björn

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RE: [otrs] Agent reply to ticket notification
by Peter van Beugen 19 Jan '06

19 Jan '06

If you don't want to use the system, why all that trouble?? Just use Outlook.... But you can better USE OTRS and have all the nice things, all you can not get in Outlook. Especially when you have more than one or two agents handling the tickets. So let them log in OTRS and use it to its full power. They will enjoy it! Regards, Peter -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Peake, Jeremy Verzonden: donderdag 19 januari 2006 17:15 Aan: User questions and discussions about OTRS.org Onderwerp: RE: [otrs] Agent reply to ticket notification Oops, let me clarify I can do 1-3 fine. #4 isn't working for me. Instead of going to the OTRS web and composing the email there, can the agent simply reply to the notification in order to get a response to the user (using Outlook, not logging into the OTRS system) -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Richard Mollel Sent: Thursday, January 19, 2006 9:48 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Agent reply to ticket notification OTRS can do all four.... #3 can is achievable via compose email on the ticket screen. Infact, i have found out that i can have pre-composed replies and select which one to use, if you do encounter repetitive questions. _Thanks Richard --- "Peake, Jeremy" <Jeremy.Peake(a)bassettmechanical.com> wrote: > Can OTRS do this: > > 1) A user sends in a ticket via email. > > 2) The queue agent gets a notification (via email) with the ticket > details > > 3) The agent replies to the ticket notification with a response to the > user > > 4) The OTRS server adds the agent response to the ticket and sends it > to the original user > > > It looks like it does everything except send the agent's response back > to the user > > > Thanks > Jeremy P > > _______________________________________________ > 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/ __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com _______________________________________________ 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/ _______________________________________________ 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] Agent reply to ticket notification
by Peake, Jeremy 19 Jan '06

19 Jan '06

Oops, let me clarify I can do 1-3 fine. #4 isn't working for me. Instead of going to the OTRS web and composing the email there, can the agent simply reply to the notification in order to get a response to the user (using Outlook, not logging into the OTRS system) -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Richard Mollel Sent: Thursday, January 19, 2006 9:48 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Agent reply to ticket notification OTRS can do all four.... #3 can is achievable via compose email on the ticket screen. Infact, i have found out that i can have pre-composed replies and select which one to use, if you do encounter repetitive questions. _Thanks Richard --- "Peake, Jeremy" <Jeremy.Peake(a)bassettmechanical.com> wrote: > Can OTRS do this: > > 1) A user sends in a ticket via email. > > 2) The queue agent gets a notification (via email) with the ticket > details > > 3) The agent replies to the ticket notification with a response to the > user > > 4) The OTRS server adds the agent response to the ticket and sends it > to the original user > > > It looks like it does everything except send the agent's response back > to the user > > > Thanks > Jeremy P > > _______________________________________________ > 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/ __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com _______________________________________________ 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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Agent reply to ticket notification
by Peake, Jeremy 19 Jan '06

19 Jan '06

Can OTRS do this: 1) A user sends in a ticket via email. 2) The queue agent gets a notification (via email) with the ticket details 3) The agent replies to the ticket notification with a response to the user 4) The OTRS server adds the agent response to the ticket and sends it to the original user It looks like it does everything except send the agent's response back to the user Thanks Jeremy P

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RE: [otrs] Active Directory/LDAP authentication problem
by Mike Pietersen 19 Jan '06

19 Jan '06

I've followed everything to the sample config that it is listed in the otrs 1.3 AD documentation, but it still doesn't work. I believe I've correctly entered my information, but I may not have. Here's my config.pm ... again. # DatabaseHost # (The database host.) $Self->{'DatabaseHost'} = 'localhost'; # Database # (The database name.) $Self->{'Database'} = 'otrs'; # DatabaseUser # (The database user.) $Self->{'DatabaseUser'} = 'root'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{'DatabasePw'} = 'hot'; # DatabaseDSN # (The database DSN for MySQL ==> more: "man DBD::mysql") $Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};"; # (The database DSN for PostgrSQL ==> more: "man DBD::Pg") # if you want to use a local socket connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};"; # if you want to use a tcpip connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost};"; # ---------------------------------------------------- # # fs root directory # ---------------------------------------------------- # $Self->{Home} = '/opt/otrs'; # **************************************************** # # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # **************************************************** # # $Self->{SessionUseCookie} = 0; # $Self->{'CheckMXRecord'} = 1; $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'asf-fp1.allstatefastener.local'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=allstatefastener,dc=local'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=otrs,cn=Users,dc=allstatefastener,dc=local'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'asfcorp02'; $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'asf-fp1.allstatefastener.local'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=allstatefastener,dc=local'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=otrs,cn=Users,dc=allstatefastener,dc=local'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'asfcorp02'; $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'asf-fp1.allstatefastener.local', BaseDN => 'dc=allstatefastener,dc=local', SSCOPE => 'sub', UserDN => 'cn=otrs,cn=Users,dc=allstatefastener,dc=local', UserPw => 'asfcorp02', }, CustomerKey => 'sAMAccountName', CustomerID => 'mail', CustomerUserListFields => 'sAMAccountName', 'cn', 'mail', CustomerUserSearchFields => 'sAMAccountName', 'cn', 'mail', 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' ], ], # CustomerUser1 # (customer user ldap backend and settings) $Self->{CustomerUser1} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { #ldap host Host => 'asf-fp1.allstatefastener.local', #ldap base dn BaseDN => 'cn=Users, dc=allstatefastener, dc=local', #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=otrs, cn=Users, dc=allstatefastener, dc=local', UserPw => 'asfcorp02', 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' ], ], }; Thanks, Mike Pietersen, A+, MCP All State Fastener Corporation IT (586) 498-1388 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Luca Corti Sent: Thursday, January 19, 2006 9:38 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Active Directory/LDAP authentication problem On Thu, 2006-01-19 at 09:35 -0500, Mike Pietersen wrote: > Does ANYONE have a working/authenticating AD/LDAP config.pm that they > can post? For Agents or Customers? You can find detailed instructions in the 1.3 manual. HTH -- Luca Corti PGP Key ID 1F38C091 BOFH excuse of the moment: Electricians made popcorn in the power supply _______________________________________________ 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] Active Directory/LDAP authentication problem
by Mike Pietersen 19 Jan '06

19 Jan '06

Does ANYONE have a working/authenticating AD/LDAP config.pm that they can post? If I don't get OTRS working soon, I'm going to have to can the project and find something else (which I don't want to do, because I happen to like OTRS). Thanks, Mike Pietersen, A+, MCP All State Fastener Corporation IT (586) 498-1388

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RE: [otrs] rpm for fedora core 4 ? [solved]
by Mike Pietersen 19 Jan '06

19 Jan '06

Just incase you have problems after you get that far, remember to disable SELINUX. You can run $ setenforce 0 (will reset itself after a reboot) or the more permanent option... $ vi /etc/sysconfig/selinux And change the SELINUX variable from ENFORCED to DISABLED I spent a week trying to figure out why my initial installation wouldn't log in, and SELINUX was blocking it the whole time. Thanks, Mike Pietersen, A+, MCP All State Fastener Corporation IT (586) 498-1388 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Guido Leisker Sent: Wednesday, January 18, 2006 9:51 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] rpm for fedora core 4 ? [solved] I only had to update the skript to the actual version of the otrs sourcecode, now it works. Thank you very much! _______________________________________________ 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] Active Directory/LDAP authentication problem
by Mike Pietersen 19 Jan '06

19 Jan '06

Joel, Please post your config.pm. When you say you've made some progress, what does that mean exactly. Have you been able to have your customer end authenticate at all with AD? I'm trying to do the same thing, but seem to be having problems aswell, so a sample config.pm to compare mine to would be helpful. Thanks, Mike Pietersen, A+, MCP All State Fastener Corporation IT (586) 498-1388 ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Hames, Joel Sent: Tuesday, January 17, 2006 6:47 PM To: otrs(a)otrs.org Subject: [otrs] Active Directory/LDAP authentication problem I have made some progress in getting this working, but I now have this error on my customer login screen: IO::Socket::INET: connect: Unknown error at D:/Programs/OTRS/otrs//Kernel/System/CustomerUser/LDAP.pm line 63. I am not sure if this is an inability to connect problem, or if it is an inability to authenticate against Active Directory. I can post my config.pm, if necessary. Thank you, Joel Hames Director of Technology Tamalpais Union High School District jhames(a)tamdistrict.org (415) 945-3798

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