April 2006 - otrs - OTRS mailing lists

RE: [otrs] agents not receiving any new ticket notifications
by Isaac Gonzalez 04 Apr '06

04 Apr '06

how would one check to see if this is already configured? ________________________________ From: otrs-bounces(a)otrs.org on behalf of Jerome Alet Sent: Tue 4/4/2006 11:34 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] agents not receiving any new ticket notifications On Tue, Apr 04, 2006 at 11:28:44AM -0700, Isaac Gonzalez wrote: > yes it is enabled. > > I should also add that agents do not receive notifications of new > tickets regardless of whether they are submitted via email or by the > customer web interface. They also do not receive notifications when > a ticket is moved into their queue. I triple checked to see if each > agent was set to receive these notifications and they are. I also > made sure that the queues that I am sending to/moving to are listed > under that agents' "my queues" section. I had the very same problem and it seems I fixed it by configuring OTRS to use my SMTP server instead of using the sendmail command directly. Hoping this helps bye Jerome Alet _______________________________________________ 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] agents not receiving any new ticket notifications
by Isaac Gonzalez 04 Apr '06

04 Apr '06

yes it is enabled. I should also add that agents do not receive notifications of new tickets regardless of whether they are submitted via email or by the customer web interface. They also do not receive notifications when a ticket is moved into their queue. I triple checked to see if each agent was set to receive these notifications and they are. I also made sure that the queues that I am sending to/moving to are listed under that agents' "my queues" section. ________________________________ From: otrs-bounces(a)otrs.org on behalf of Marc Winiger Sent: Tue 4/4/2006 11:23 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] agents not receiving any new ticket notifications Hi Isaac Gonzalez wrote: > using otrs v.2.0.4 and no agents are receiving their notifications at > all. The customers are receiving their notifications however and mail is > going into the pop3 box just fine, so the smtp server is working. > > any ideas? Do you have CustomerGroupSupport enabled? Marc _______________________________________________ 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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agents not receiving any new ticket notifications
by Isaac Gonzalez 04 Apr '06

04 Apr '06

Hi, using otrs v.2.0.4 and no agents are receiving their notifications at all. The customers are receiving their notifications however and mail is going into the pop3 box just fine, so the smtp server is working. any ideas? thanks, Isaac

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RE: [otrs] FW: Not able to get Company Tickets to show up
by Brad Inscoe 04 Apr '06

04 Apr '06

Thanks Christian, that's what I thought. I originally had everyone using the same customer ID, however this makes it so the stats about time spent per customer will not work correctly. Thanks again for your quick response. -Brad -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Christian Schoepplein Sent: Tuesday, April 04, 2006 9:06 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] FW: Not able to get Company Tickets to show up Hello, On Tue, Apr 04, 2006 at 08:33:22AM -0700, Brad Inscoe wrote: >As you can see on the following line: > >['UserCustomerIDs', 'CustomerIDs', 'description', 1, 1, 'var', '', 1], > >I have the UserCustomerIDs mapped to the description field in active >directory where I have the value "Company, UserID" and the company >tickets do no show up. You have to enter all customer IDs of all users of the company seperated by a semicolon into the description field. But maybe it would be easier to give all users from a company the same customer ID..., that will work also. >-Brad Regards, Christian -- ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769 http://www.otrs.com/ :: Communication with success!

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FW: Not able to get Company Tickets to show up
by Brad Inscoe 04 Apr '06

04 Apr '06

I'm sorry, I accidentially sent the message prematurely.. As you can see on the following line: ['UserCustomerIDs', 'CustomerIDs', 'description', 1, 1, 'var', '', 1], I have the UserCustomerIDs mapped to the description field in active directory where I have the value "Company, UserID" and the company tickets do no show up. Can anyone tell me how to make this work? -Brad -----Original Message----- From: Brad Inscoe Sent: Tuesday, April 04, 2006 8:31 AM To: 'otrs(a)otrs.org' Subject: Not able to get Company Tickets to show up Hello All - Hopefully one of you will have a similar setup and can shed some light on the issue that I'm having. Thanks in advance for your help. I've setup Config.pm to Authenticate Customer Users using LDAP, however, since all of the Customer Users are from the same company I'm trying to make it so that any Customer can see all other customer's tickets in the Company Tickets view of the Customer Interface. Here is the mapping that I have set up: # Mapping for Customer Users $Self->{CustomerUser} = { Name => 'LDAP Customer User', Module => 'Kernel::System::CustomerUser::LDAP', Params => { }, CustomerKey => 'sAMAccountName', CustomerID => 'sAMAccountName', CustomerUserListFields => ['cn','mail'], CustomerUserSearchFields => ['sAMAccountName','cn','mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname','sn'], AdminSetPreferences => 0, Map => [ ['UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 1], ['UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 1], ['UserLogin', 'Username', 'sAMAccountName', 1, 1, 'var', '', 1], ['UserEmail', 'Email', 'mail', 1, 1, 'var', '', 1], ['UserCustomerID', 'CustomerID', 'sAMAccountName', 0, 1, 'var', '', 1], ['UserOrganization', 'Organization', 'company', 1, 1, 'var', '', 1], ['UserCustomerIDs', 'CustomerIDs', 'description', 1, 1, 'var', '', 1], ], }; As you can see on this line: Brad Inscoe IT Manager Automotive Lease Guide (ALG), Inc. www.alg.com Voice: (805) 563-0777 x 119 Email: binscoe(a)alg.com Fax: (805) 435-3775

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Not able to get Company Tickets to show up
by Brad Inscoe 04 Apr '06

04 Apr '06

Hello All - Hopefully one of you will have a similar setup and can shed some light on the issue that I'm having. Thanks in advance for your help. I've setup Config.pm to Authenticate Customer Users using LDAP, however, since all of the Customer Users are from the same company I'm trying to make it so that any Customer can see all other customer's tickets in the Company Tickets view of the Customer Interface. Here is the mapping that I have set up: # Mapping for Customer Users $Self->{CustomerUser} = { Name => 'LDAP Customer User', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'alg.hq', BaseDN => 'DC=ALG,DC=HQ', SSCOPE => 'sub', UserDN => 'cn=Administrator,cn=Users,dc=ALG,dc=HQ', UserPw => 'algmango' }, CustomerKey => 'sAMAccountName', CustomerID => 'sAMAccountName', CustomerUserListFields => ['cn','mail'], CustomerUserSearchFields => ['sAMAccountName','cn','mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname','sn'], AdminSetPreferences => 0, Map => [ ['UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 1], ['UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 1], ['UserLogin', 'Username', 'sAMAccountName', 1, 1, 'var', '', 1], ['UserEmail', 'Email', 'mail', 1, 1, 'var', '', 1], ['UserCustomerID', 'CustomerID', 'sAMAccountName', 0, 1, 'var', '', 1], ['UserOrganization', 'Organization', 'company', 1, 1, 'var', '', 1], ['UserCustomerIDs', 'CustomerIDs', 'description', 1, 1, 'var', '', 1], ], }; As you can see on this line: Brad Inscoe IT Manager Automotive Lease Guide (ALG), Inc. www.alg.com Voice: (805) 563-0777 x 119 Email: binscoe(a)alg.com Fax: (805) 435-3775

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OTRS Installation:: Apache/mysql Performance
by KartheeK 04 Apr '06

04 Apr '06

Hello All, I have now been using OTRS for 8 months, our installation has about 3,00,000 tickets. There are about 3000 tickets created a day by 300 concurrent. The total size of the database(mysql)is 2GB. At any time there are atleast 5000 Open tickets in the system. As both the DB and concurrent users are increasing day by day, I was wondering if I should tweak apache?? Any Idea of what needs to be tweaked in Apache? Anybody with a similar installation size?, please share thoghts. I have already done: http://doc.otrs.org/2.0/en/html/c1615.html#performance-tuning-otrs-storage Any further things I should do? Please guide me. Regards KartheeK __________________________________________________________ Yahoo! India Matrimony: Find your partner now. Go to http://yahoo.shaadi.com

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Sending out mail in OTRS
by Nic Mertens 04 Apr '06

04 Apr '06

Hi, I was wondering if the OTRS software allows agent to send out mails to customers on their own initiative and if these mails contain automatically a ticketnumber? I walked through the manuals but didn't find any info on this. I'm looking for a trouble ticket system, not only to respond to customers questions but also to contact or give info to customers (no bulk mails!) and include a ticketnumber at the moment of sending. If OTRS can do this, my choice will be made immediately ;) Thank you, Nic

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move_into permission
by Alex Mihicinac 04 Apr '06

04 Apr '06

Hello, I have strange problem. After adding new user, he is not able to see all queues in "Change queue" dropdown box. He has the same settings like more than 30 users, but they can see all queues correctly. Only difference is, that they were createdit in earlier versions of OTRS and were pass trough with upgrades, he was added as new user trough admin menu. While trubleshuting this problem, I got disturbed with this table: ro Read only access to the ticket in this group/queue. move_into Permissions to move tickets into this group/queue. create Permissions to create tickets in this group/queue. owner Permissions to change the ticket owner in this group/queue. priority Permissions to change the ticket priority in this group/queue. rw Full read and write access to the tickets in this group/queue. It shows more permissions, that I can actually see in admin menu (there are only ro & rw). Maybe this is the root of the problem? I'm using OTRS 2.0.2 Hints more than welcome! TIA, Alex

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Panic! No UserData!!!
by Nicholas, Grant 04 Apr '06

04 Apr '06

I have set up the Customer side to authenticate through AD which it is doing from the log: Tue Apr 4 17:53:58 2006 notice OTRS-CGI-10 CustomerUser: grant.nicholas authentification ok However the all the login page shows is Panic! No UserData!!! I have already created a user with the same name and given them admin rights any idea? Grant Nicholas

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