March 2006 - otrs - OTRS mailing lists

RE: Populating OTRS
by Kevin Carrell 08 Mar '06

08 Mar '06

Thanks for that Guys Kev -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: 08 March 2006 10:44 To: otrs(a)otrs.org Subject: otrs Digest, Vol 32, Issue 10 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Integration with OTRS. (Volker.Lipper(a)de.mecglobal.com) 2. Feature-Requests for "OTRS goes ITIL" (Alexander Scholler) 3. Re: Otrs first install dns problem? (Marko Karg) 4. Populating OTRS (Kevin Carrell) 5. Re: Populating OTRS (Volker.Lipper(a)de.mecglobal.com) 6. RE: Populating OTRS (Thomas Nilsen) 7. Re: Feature-Requests for "OTRS goes ITIL" (BALAN, Daniel) ---------------------------------------------------------------------- Message: 1 Date: Wed, 8 Mar 2006 07:47:50 +0100 From: Volker.Lipper(a)de.mecglobal.com Subject: Re: [otrs] Integration with OTRS. To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <OF4C12CB2B.0447E782-ONC125712B.00253062-C125712B.00250741(a)de.mecglobal.com> Content-Type: text/plain; charset="us-ascii" hmmmmm, there is a complete (web-driven) Userinterface integrated in OTRS that can be configured and fitted to your needs... Search documentation and Mailing lists for "theme" and "user interface". this interface can easily handle all the things you mentioned below.... Li otrs-bounces(a)otrs.org schrieb am 07.03.2006 16:00:11: > Good day! > > First of all sorry if this list isn't the correct place for such a question. > > I'm have to write som kind of web-interface for users to pass requests > to OTRS and see results of request processing. First (passing requests > to OTRS) can be done simple by sending an e-mail message as far as I > know, but how can I get ticket status? Or may be I can define some > kind of callback, that will be called every time ticket is processed? > > I looked through OTRS documentation (may be not so attentively as I > should) and had no luck.. :/ > > Any links, comments etc. will be highly appreciated. > > Thanks in advance. > > -- > Regards, > Eugene Kosov. > _______________________________________________ > 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 f?r Ihr OTRS System? > => http://www.otrs.de/

1 0

RE: [otrs] SLA Management
by Peter van Beugen 08 Mar '06

08 Mar '06

It is very very easy in OTRS Just create 3 queues and POP3 accounts (and 3 different e-mail adresses) or by PostMaster Filter. Read the OTRS manual.... Regards, Peter van Beugen Telecom Direct Almere BV -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens siengchye-oh Verzonden: woensdag 8 maart 2006 12:11 Aan: otrs(a)otrs.org Onderwerp: [otrs] SLA Management Hi all, I have just installed OTRS and it looks good out of box. I have a requirement to define 3 levels of SLA with regard to response time (15 mins, 30 mins and 1 hour). Appreciate any advice from anyone who had implemented similar conditions before. Also, is there anyone who had implemented SIRIOS? I am looking for installation instruction as the manual is only in english. Thanks in advance. Regards, Oh Sieng Chye) _______________________________________________ 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/

1 0

SLA Management
by siengchye-oh 08 Mar '06

08 Mar '06

Hi all, I have just installed OTRS and it looks good out of box. I have a requirement to define 3 levels of SLA with regard to response time (15 mins, 30 mins and 1 hour). Appreciate any advice from anyone who had implemented similar conditions before. Also, is there anyone who had implemented SIRIOS? I am looking for installation instruction as the manual is only in english. Thanks in advance. Regards, Oh Sieng Chye)

1 0

RE: [otrs] Feature-Requests for "OTRS goes ITIL"
by Patrik Forsberg 08 Mar '06

08 Mar '06

I might be on the wrong track here.. but here are some thoughts.. > I was very appreciated to read on the otrs.org-Website that > "OTRS goes > ITIL", meaning that OTRS aspires to reach an ITIL-certificate > - whatever > this means...? > > I think that the current OTRS-implementation lacks the distinction of > incoming requests. Is it a > * incident > * service-request, especially > - change request > - request for information or education > (* problem) > > (We currently bypass this missing feature by using priorities like > 1 - request for info, 2 - rfc/low, 3 - rfc/high, > 4 - incident/low, 5 - incident/normal. 6 - incident/high) This can be arranged with abit of inituative procmail filtering together with GenericAgent and different queues. A queue could be SLA<any-given-name> and RFC for example where the queue escalation time and the people watching it is a specified ammount of people while another SLA and incident/high where the priority and escalation time would be a whole lot shorter. Also different mail adresses for different things .. like for "request info" the de facto standard seem to be info@fqdn. > Another weak point is the consideration/integration of SLA on > ticket-work. Here .. ether different queues as discussed above or different priorites. > Perhaps my posting helps efforts of the otrs-developers by > initiating a > discussion of this topic.

1 0

RE: [otrs] ldap sync
by Patrik Forsberg 08 Mar '06

08 Mar '06

> in 1.3 versions you had to add the following lines to > Config.pm when you > wanted to sync with an ldap backend: > > <snip> > #UserSyncLDAPMap > $Self->{UserSyncLDAPMap} = > { > # DB -> LDAP > Firstname => 'givenName', > Lastname => 'sn', > Email => 'mail', > }; > </snip> > > I thought that i won't need to add this Lines in 2.x Versions ? > However, sync with my OpenLdap Backend won't work with otrs 2.0.4 > without the Lines above - is that "intended" or is there any other > configuration parameter i am missing ? I actuly just did this :) First login with a user that exist in your LDAP directory, before aculy enabling the LDAP connection. Then when you have the user make it admin. When this is done logout and enable the LDAP configuration again. Then login to OTRS again and go into the SysConfig and enable LDAP Syncronization. After this any user in the LDAP can login and you can put them into the correct group(s). Very easy aculy once I found the little trick described above :) //patrik

1 0

ldap sync
by Franz Ferdinand Esberger 08 Mar '06

08 Mar '06

Hi everybody, in 1.3 versions you had to add the following lines to Config.pm when you wanted to sync with an ldap backend: <snip> #UserSyncLDAPMap $Self->{UserSyncLDAPMap} = { # DB -> LDAP Firstname => 'givenName', Lastname => 'sn', Email => 'mail', }; </snip> I thought that i won't need to add this Lines in 2.x Versions ? However, sync with my OpenLdap Backend won't work with otrs 2.0.4 without the Lines above - is that "intended" or is there any other configuration parameter i am missing ? Any suggestions ? FranzF

1 0

RE: [otrs] Populating OTRS
by Thomas Nilsen 08 Mar '06

08 Mar '06

There's a howto in the 1.3 documentation which describes the AD integration http://doc.otrs.org/1.3/en/html/ldap-integration.html#AEN870 Thomas ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Kevin Carrell Sent: Wednesday, March 08, 2006 10:45 AM To: otrs(a)otrs.org Subject: [otrs] Populating OTRS The answer to my question is probably staring me and my manager in the face, but as there are only 2 of us at the moment trying to to do 4 peoples jobs, it is possible I have missed the solution while searching the FAQ's and Manual. I would like to know if it is posiible to populate OTRS user information by importing data from Active Directory. If it is, and it is in the Manual or the FAQ database. Could someone please point me in the right direction by link or location within manual. Very Best regards Kevin Carrell 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.

1 0

Populating OTRS
by Kevin Carrell 08 Mar '06

08 Mar '06

The answer to my question is probably staring me and my manager in the face, but as there are only 2 of us at the moment trying to to do 4 peoples jobs, it is possible I have missed the solution while searching the FAQ's and Manual. I would like to know if it is posiible to populate OTRS user information by importing data from Active Directory. If it is, and it is in the Manual or the FAQ database. Could someone please point me in the right direction by link or location within manual. Very Best regards Kevin Carrell

2 1

Otrs first install dns problem?
by Trasschaert Karl 08 Mar '06

08 Mar '06

Hi everybody, I've just install otrs on a windows computer. It looks to works, i can connect to the root account. When i tryes to create a new customer i've this error : "Attention: Email address (xxx(a)xxxx.be) not valid (invalid xxx(a)xxx.be (DNS problem: couldn't create socket: Unknown error)! )! " Did anyone know hot to resolve that? I've the same problem when i try to create a new user. Thx

2 1

error when logging into the admin section of otrs
by Isaac Gonzalez 08 Mar '06

08 Mar '06

Hello, All of a sudden we are experiencing this error when logging onto the admin section of OTRS: Error: Module Kernel::Modules::admin not registered in Kernel/Config.pm! ERROR: OTRS-CGI-10 Perl: 5.8.6 OS: MSWin32 Time: Tue Mar 7 17:14:48 2006 Message: Module Kernel::Modules::admin not registered in Kernel/Config.pm! Traceback (3696): Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 547 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_OTRS_otrs_bin_cgi_2dbin_index_2ep l::handler (v) Line: 47 Module: (eval) (v1.80) Line: 203 Module: ModPerl::RegistryCooker::run (v1.80) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 We are able to login just fine to the customer section. No changes have been made to the config.pm, so I'm not sure what could have caused this. any help would be appreciated. thanks, isaac Isaac Gonzalez Systems Administrator AutoReturn Phone: (415)575-2359 Fax: (415)575-2379

1 0