January 2006 - otrs - OTRS mailing lists

PostmasterFollowUpState
by Luca Corti 21 Jan '06

21 Jan '06

Hello, I woder which are the valid values for the PostmasterFollowUpState configuration parameter. By default it is set to 'open', which causes closed tickets to be reopened upon followup. I'd like to avoid state changes on followup by the customer. Is there a value which leaves the ticket state untouched? thanks -- Luca Corti PGP Key ID 1F38C091 BOFH excuse of the moment: Incorrectly configured static routes on the corerouters.

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Status Change when customer follows up Howto?
by KartheeK 21 Jan '06

21 Jan '06

Hello Everybody, Can anybody tell me if we have a way to change the status or queue of a ticket, when there is a followup mail from the customer.... Regards KartheeK Send instant messages to your online friends http://in.messenger.yahoo.com

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RE: [otrs] Active Directory/LDAP authentication problem
by Hames, Joel 21 Jan '06

21 Jan '06

When I say that I have made progress, I am mostly referring to a login screen with no response with I type in a username and password, to one that says, "No User Data!" to the error message I posted previously. Each time it seems like I recognize some little improvement that I can make, based on other's experiences. This latest error seems to have something to do with connecting to LDAP, or in where it is looking in AD. I still, though, haven't seen another working AD/LDAP config.pm other than the one in the documentation. One other thing is that my users are in separate OUs, so I am not sure if I need multiple entries for this in the configuration, or if it will start from a BaseDN and search downwards. Here's my config.pm (at least, the relevant portions): # ---------------------------------------------------- # # fs root directory # ---------------------------------------------------- # $Self->{Home} = 'D:/Programs/OTRS/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'} = 'tammain.tuhsd.edu'; $Self->{'AuthModule::LDAP::BaseDN'} = 'DC=tuhsd,DC=edu'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=OTRS,ou=Administrative,ou=TUHSD,dc=TUHSD,dc=edu'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'XXXXXXXX'; $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'tammain.tuhsd.edu'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=TUHSD,dc=tuhsd,dc=edu'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=OTRS,ou=Administrative,ou=TUHSD,dc=TUHSD,dc=edu'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'XXXXXXXX!'; $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'tammail.tuhsd.edu', BaseDN => 'ou=TUHSD,dc=tuhsd,dc=edu', SSCOPE => 'sub', UserDN => 'cn=OTRS,ou=Administrative,ou=TUHSD,dc=TUHSD,dc=edu', UserPw => 'XXXXXXXX', }, 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' ], ], }; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # Joel Hames Director of Technology Tamalpais Union High School District jhames(a)tamdistrict.org (415) 945-3798

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Error in system log
by Jason Loven 20 Jan '06

20 Jan '06

I'm getting the following error in our system log. I'm not sure what's generating it. Fri Jan 20 15:45:26 2006 error OTRS-CGI-10 Found no $QueueID for Tech Services! I grep'd the OTRS directory and can't find any reference to OTRS-CGI-10. Can anyone offer a clue where to look? -Jason

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Re: [otrs] Status Change when customer follows up Howto?
by Jeff Baughn 20 Jan '06

20 Jan '06

You can do it in 2.0.4 without touching the files. Use the SysConfig interface!!! Click the SysConfig link in the Admin...System section. Pull up the Ticket Group from the Group Selection dropdown and choose Core::Postmaster. You want to change the PostmasterFollowUpState option to open|closed|or whatever else you want it to be. HTH -Jeff > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf > Of Richard Mollel > Sent: Friday, January 20, 2006 7:51 AM > To: User questions and discussions about OTRS.org > Subject: Re: [otrs] Status Change when customer follows up Howto? > > Mmmhhh...are you running version 2.0.4? > I grep -i FollowUpState in whole of Kernel/System dir, > no answer! > Then I searched even for the word "open" in the > Postmaster.pm, no answer either.. > > I need that solution. > > _thanks > > Richard > > > --- KartheeK <kartheekpn(a)yahoo.co.in> wrote: > >> Hello, >> >> There is this setting in: >> /opt/otrs/Kernel/System/PostMaster.pm >> >> # PostmasterFollowUpState >> # (The state if a ticket got a follow up.) >> [default: open] >> $Self->{PostmasterFollowUpState} = 'open'; >> >> As we see the default setting is open; change this >> to the desired state... >> This should work.. Myself yet to test.... >> >> Regards >> KartheeK >> >> >> >> Richard Hinkamp - BeSite <richard(a)besite.nl> wrote: >> Please share your solution! :) >> >> Richard >> >> KartheeK wrote: >> > Ho Great-OTRS, I got a quick solution: I found a >> configuration setting in >> >opt/otrs/Kernel/System/PostMaster.pm / . OTRS is >> really a great >> > application.... >> _______________________________________________ >> 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/ >> >> >> >> Send instant messages to your online friends >> http://in.messenger.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/ > > > __________________________________________________ > 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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FW: [otrs] Attach FAQ next page problem.
by David Hathiramani 20 Jan '06

20 Jan '06

Dear All, Anyone fixed the FAQ next page problem? Cheers David ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of David Hathiramani Sent: 10 January 2006 15:57 To: otrs(a)otrs.org Subject: [otrs] Attach FAQ next page problem. Dear All, Sorry if this has been answered before, I have trawled the list and can't find a solution. After an FAQ item is attached, or even looked at from within the reply to customer screen, the next page that is displayed after the response is sent is the FAQ search page not the Queue page. I like the function, but have seen that page so many times I hate it. There is an added annoyance in that there are no buttons at the top of the page, so you have to click back twice on the browser to get back to the Queue page. Its probably some little setting that needs to be altered. While I am on FAQ's, is there a away to automatically attach FAQ attachments to the response. It seems to leave these out - if not it would be a good enhancement. Cheers David David Hathiramani Systems Support (Applications) Eden Brown Recruitment, Training & Consultancy, Managed Services 222 Bishopsgate, London, EC2M 4QD T 020 7422 7300 F 0845 434 9573 d.hathiramani(a)edenbrown.com <mailto:d.hathiramani@edenbrown.com> www.edenbrown.com <http://www.edenbrown.com/> Voted as one of The Sunday Times Best Small Companies to Work For 2005. Winner - Best National Recruitment Agency Website Award - National Online Recruitment Awards 2004 Winner - The Best Innovator Award - Britain's most innovative small to medium business - ATKearney and The Business 2004 Winner - Best Public Sector Recruitment Agency - Recruiter Awards for Excellence 2004 www.edenbrown.com/awardwinning for more information on our award winning success. ________________________________ Attention: Any opinions expressed in this email are those of the individual and not necessarily the Company. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you are not the intended recipient, be advised that you have received this email in error and that any use is strictly prohibited.Please address any enquiries regarding this notice to:-helpdesk@edenbrown.com <mailto:-helpdesk@edenbrown.com> This e-mail message has been scanned and cleared by MailMarshal - www.marshalsoftware.com ________________________________ This email was scanned by Postini, the leading provider in Managed Email Security. If you have received this email and/or have any questions you can contact the Grove Group on +44 (0) 870 224 0432 or visit our website www.groveis.com Voted as one of The Sunday Times Best Small Companies to Work For 2005 Winner - Best National Recruitment Agency Website Award - National Online Recruitment Awards 2004 Winner - The Best Innovator Award - Britain's most innovative small to medium business - ATKearney and The Business 2004 Winner - Best Public Sector Recruitment Agency - Recruiter Awards for Excellence 2004 www.edenbrown.com/awardwinning for more information on our award winning success. ****************************************************************** Any opinions expressed in this email are those of the individual and not necessarily the Company. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you are not the intended recipient, be advised that you have received this email in error and that any use is strictly prohibited. Please address any enquiries regarding this notice to:- helpdesk(a)edenbrown.com This footnote also confirms that this email message has been swept by MailMarshal for the presence of computer viruses. ****************************************************************** Eden Brown Ltd, 222 Bishopsgate, London EC2M 4QD Tel: +44 (0)20 7 422 7300 http://www.edenbrown.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/ This email was scanned by Postini, the leading provider in Managed Email Security. If you have received this email and/or have any questions you can contact the Grove Group on +44 (0) 870 224 0432 or visit our website www.groveis.com

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Queue to group/user relationship
by Jason Loven 20 Jan '06

20 Jan '06

I just want to clarify my understanding of groups and queues... Is there a one-to-one relationship of queues to groups? Meaning that you can only associate a queue with a single group? I'm trying to understand how queues become available to agent users. I created a new user and gave them read-only access to a group or groups then they can see the queues that are also associated with that group correct? That appears to be the case. So to state it more plainly: Groups have a one-to-many relationship to queues?

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RE: [otrs] Moving from DB tol file storage for attachments
by Thomas Nilsen 20 Jan '06

20 Jan '06

Thanks Björn, That did the trick. Thomas -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Björn Wiberg Sent: Friday, January 20, 2006 3:18 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Moving from DB tol file storage for attachments Hello Thomas! On Fri, 20 Jan 2006, Thomas Nilsen wrote: > $Self->{TicketStorageModule} = > 'Kernel::System::Ticket::ArticleStorageFS'; > $Self->{ArticleDir} = '/opt/otrs/var/article'; For OTRS 2, try the following instead: # ArticleStorageFS ticket/article storage instead of default ArticleStorageDB ticket/article storage $Self->{'Ticket::StorageModule'} = 'Kernel::System::Ticket::ArticleStorageFS'; I believe the OTRS 2 documentation erroneously states the 1.3 syntax in the examples; also for the TicketIndexAccelerator examples. Hope this helps! Best regards, Björn DISCLAIMER: This message contains information that may be privileged or confidential and is the property of the Roxar Group. It is intended only for the person to whom it is addressed. If you are not the intended recipient, you are not authorised to read, print, retain, copy, disseminate, distribute, or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message.

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OTRS addons?
by Jason Loven 20 Jan '06

20 Jan '06

Has anyone written some OTRS addons etc that might be of use to other OTRS users? Examples: 1. More advanced statistics reporting. 2. MRTG graphing of stats. 3. Integration with groupware systems. 4. Import/Export to/from Excel etc. I'm using vanilla out of the box right now but I'm curious what others might be doing with it. I'd like to get my mitts on some samples of how to hook in and extract things from the database. Particularly the MRTG graphing interests me right now. -Jason

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Moving from DB tol file storage for attachments
by Thomas Nilsen 20 Jan '06

20 Jan '06

Hopefully this is something trivial. We're running v2.0.2 and have been using the default DB storage for Attachments. However, we would like to switch to filestorage. So I've added the following entries to /opt/otrs/Kernel/Config.pm and restarted apache. $Self->{TicketStorageModule} = 'Kernel::System::Ticket::ArticleStorageFS'; $Self->{ArticleDir} = '/opt/otrs/var/article'; Hoverwe, OTRS is still storing all attachments in the DB table, and the article/ directory is as empty as ever. File permission on the articles directory is: drwxrwsr-x 2 otrs apache Do I need to change or add other settings to force all attachments to be dumped to FS rather than DB? Regards, Thomas DISCLAIMER: This message contains information that may be privileged or confidential and is the property of the Roxar Group. It is intended only for the person to whom it is addressed. If you are not the intended recipient, you are not authorised to read, print, retain, copy, disseminate, distribute, or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message.

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