December 2006 - otrs - OTRS mailing lists

customize customer.pl login page on windows
by Jason Hitt 13 Dec '06

13 Dec '06

I want to use a custom logo, foots, and company name on the customer.pl login page but can't seem to find how. Please help

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Re: [otrs] LDAP & DB
by Andreas.Plaul＠jpn.tuv.com 13 Dec '06

13 Dec '06

Dear Luca, I am using DB and LDAP both at the same time. Just follow this link http://lists.otrs.org/pipermail/dev/2006-June/001360.html and follow the instructions. Works perfect. Best regards, Andreas Plaul -- This message has been scanned for viruses and malicious content by TUV Rheinland Japan's perimeter scanner, and is believed to be clean.

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Double Chucking Email
by Dave Wojciechowski 11 Dec '06

11 Dec '06

Anyone ever had a problem w/ emails showing up 2 times? Exact same email message picked up 2 times, i'm using the PostmasterPOP3 setup?

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Agent LDAP Lookup
by Kobus Barnard 11 Dec '06

11 Dec '06

Hi list Following example 9-7 at http://doc.otrs.org/2.1/en/html/x1456.html , trying to authenticate agents against active directory gives this error. Can't modify not in scalar assignment at /.../Kernel/Config.pm line 93, near "'Kernel::System::Auth::LDAP';" Net::LDAP is installed Any help will be very much appreciated. Regards Kobus The additions to Config.pm was: $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; # <-line 93 $Self->{'AuthModule::LDAP::Host'} = 'myserver.mydomain.co.za'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=mydomain,dc=co,dc=za'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::GroupDN'} = 'cn=OTRS-Agents,ou=Groups,ou=Unitname,dc=mydomain,dc=co,dc=za'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUid'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'otrs'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'xxxxxx'; $Self->{'AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, };

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ticket escalation question
by zedenator 11 Dec '06

11 Dec '06

Hi all, I'm having a problem with OTRS and ticket escalation, wonder if you can help. Our OTRS is used by several people. Whenever I log in there are almost always some escalated tickets. This is because some of the users are very bad at dealing with tickets. Because of these escalated tickets I cant see the queues ("Please answer this ticket(s) to get back to the normal queue view!"). If I go through each of the escalated tickets and lock them I can then see the queues, but its a hassle and if I forget to unlock them afterwards I get a rush of 'ticked timedout' emails. This isn't the end of the world, but it would be really nice if the user only saw escalated tickets that belonged to them (where they are the Owner). Is this is something OTRS can support? Or is there a better way to handle things? Thanks

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Marc Redeker is out of the office
by Marc Redeker 11 Dec '06

11 Dec '06

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Re: Centralized admin area
by Stewart Midwinter 11 Dec '06

11 Dec '06

Date: Sun, 10 Dec 2006 15:02:00 +0200 From: ??????? ???????? <slava(a)qinex.ru> Subject: [otrs] Centralized admin area > We have a lot of software products we have to organize support for. Users of each product should not know about existence of other projects. > But we want a centralized admin interface to control and answer tickets on ALL the projects. Is it possible with OTRS? My understanding from reading the docs is that you can use a combination of groups and roles to accomplish this. Each user of product A can be assigned to the productA group, while users of productB can be assigned to productB. And you can have similarly-named queues for your tickets, so that they're kept separate. Then you can set up a role called productA which specifies that any user in the productA group can only view tickets in the productA queue. Meanwhile, users in the admin group can view all tickets. And so on. cheers Stewart __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com

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LDAP & DB
by Luca Tebaldi 10 Dec '06

10 Dec '06

Hi it is possible authenticate Agent whth ldap and DB at the same time? i want use ldap for some agent and for the other i want use DB.. thank's Luca --

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Centralized admin area
by Римский Вячеслав 10 Dec '06

10 Dec '06

Hey there guys! Please help me with some information about OTRS. We have a lot of software products we have to organize support for. Users of each product should not know about existence of other projects. But we want a cetralized admin interface to control and answer tickets on ALL the projects. Is it possible with OTRS? Can we organize submitting tickets from different product sites to one centralized system and to be able to personally response to each group within this admin area? Thank you!

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Permission to click CustomerID link
by Nils Breunese 10 Dec '06

10 Dec '06

Hello, We have OTRS 2.1.3 installed on CentOS 4. One of our agents discovered today that clicking the CustomerID link on a ticket (which used to give you a list of all the customer's tickets in previous versions) now comes up with a page saying: "You need permissions!" However, even a user that is in all groups and has full permissions for every group gets this message. Is this working for others? Others having this problem? What permissions would a user need for this? Of course as a workaround the agent can click the Search button and search for the CustomerID there and get all tickets for that customer, but that's a bit of a detour. Nils Breunese.

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