May 2006 - otrs - OTRS mailing lists

AW: Re: AW: [otrs] OTRS Ldap schema
by falko.zurell＠idmedia.com 20 May '06

20 May '06

This depends on which field you like to use as customer id. I think the email address would be distinctive enough. A few days ago I posted an example Config.pm here for connecting to an MS-ActiveDirectory via LDAP. Maybe you can look for this and just modify it to suite your LDAP structure. Kind regards Falko Zurell Head of Application Management I-D Media AG Ohlauer Strasse 43 D-10999 Berlin fon: +49 (0)30 - 2 59 47 - 357 fax: +49 (0)30 - 2 59 47 - 111 mobile: +49 (0)160 - 3 62 52 77 web: http://www.idmedia.com mail: falko.zurell(a)idmedia.com ----- Original Message ----- From: otrs-bounces Sent: 20.05.2006 12:32 To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Subject: Re: AW: [otrs] OTRS Ldap schema falko.zurell(a)idmedia.com wrote: > Just take the normal core, cosine and inetOrgPerson schemes. This will work > Maybe phpMyLDAP is something for you too. > > > Kind regards > > > Falko Zurell > Head of Application Management > I-D Media AG > Ohlauer Strasse 43 > D-10999 Berlin > > fon: +49 (0)30 - 2 59 47 - 357 > fax: +49 (0)30 - 2 59 47 - 111 > mobile: +49 (0)160 - 3 62 52 77 > web: http://www.idmedia.com > mail: falko.zurell(a)idmedia.com > > > ----- Original Message ----- > From: otrs-bounces > Sent: 20.05.2006 12:07 > To: otrs(a)otrs.org > Subject: [otrs] OTRS Ldap schema > > Hello, does anyone have an ldif or something that I can import into my > openldap database in order to do authentication? > > Thanks, > Joe > > _______________________________________________ > 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? > > Ok thanks, what about the settings in Config.pm, I can't seem to find the correct values for uid etc (after looking at ldap-integration page at doc.otrs.org) Thanks! Joe

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AW: [otrs] Individual agent ratings?
by falko.zurell＠idmedia.com 20 May '06

20 May '06

1) Enable customer notification per queue for owner and state changes. So the customer gets notified upon all ticket changes. 2) Modify the auto-response for the close ticket notification to include the link to the rating tool. You can extract the agent name from the OTRS variables. 3) If the customer replies to a closed ticket a new one is automatically created (not 100 % sure) Kind regards Falko Zurell Head of Application Management I-D Media AG Ohlauer Strasse 43 D-10999 Berlin fon: +49 (0)30 - 2 59 47 - 357 fax: +49 (0)30 - 2 59 47 - 111 mobile: +49 (0)160 - 3 62 52 77 web: http://www.idmedia.com mail: falko.zurell(a)idmedia.com ----- Original Message ----- From: otrs-bounces Sent: 20.05.2006 12:30 To: otrs(a)otrs.org Subject: [otrs] Individual agent ratings? Is it possible to be able to when a call is closed : 1) Send an email to the Customer? How do I enable it. 2) In the email include a link that will allow the Customer to rate the Agent : 3) In the email to include a link to reopen the call with a comment if the customer is not satisfied. Carinus -- This e-mail and its contents are subject to the South African Medical Research Council e-mail legal notice available at http://www.mrc.ac.za/about/EmailLegalNotice.htm

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AW: [otrs] OTRS Ldap schema
by falko.zurell＠idmedia.com 20 May '06

20 May '06

Just take the normal core, cosine and inetOrgPerson schemes. This will work Maybe phpMyLDAP is something for you too. Kind regards Falko Zurell Head of Application Management I-D Media AG Ohlauer Strasse 43 D-10999 Berlin fon: +49 (0)30 - 2 59 47 - 357 fax: +49 (0)30 - 2 59 47 - 111 mobile: +49 (0)160 - 3 62 52 77 web: http://www.idmedia.com mail: falko.zurell(a)idmedia.com ----- Original Message ----- From: otrs-bounces Sent: 20.05.2006 12:07 To: otrs(a)otrs.org Subject: [otrs] OTRS Ldap schema Hello, does anyone have an ldif or something that I can import into my openldap database in order to do authentication? Thanks, Joe _______________________________________________ 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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Individual agent ratings?
by carinus.carelse＠mrc.ac.za 20 May '06

20 May '06

Is it possible to be able to when a call is closed : 1) Send an email to the Customer? How do I enable it. 2) In the email include a link that will allow the Customer to rate the Agent : 3) In the email to include a link to reopen the call with a comment if the customer is not satisfied. Carinus -- This e-mail and its contents are subject to the South African Medical Research Council e-mail legal notice available at http://www.mrc.ac.za/about/EmailLegalNotice.htm

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OTRS Ldap schema
by Joe Holden 20 May '06

20 May '06

Hello, does anyone have an ldif or something that I can import into my openldap database in order to do authentication? Thanks, Joe

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OTRS reports or stats
by Abdelrahman 19 May '06

19 May '06

Hi all, I am enjoying OTRS, it is the best open source help desk i found until now, the problem is that i need to OTRS to produce reports more than those i found in the stats module?! I thought about using a thirdparty product to produce the reports but my boss won't agree about that because he needs a complete solution, therefore, he will need to produce the reports from the stats module. Did any one design any custom reports?! I didn't find anything in the developer documentation and i didn't understand a thing from the *.pm in system\stats\ on the server HELP abdelrahman

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RE: [otrs] Backup
by Mamakwa M. Sefiri 19 May '06

19 May '06

Yes I did -----Original Message----- From: Richard Hinkamp - BeSite [mailto:richard@besite.nl] Sent: 19 May 2006 08:12 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Backup So did you create /backup? (not /opt/otrs/scripts/backup!) Richard Mamakwa M. Sefiri wrote: > I am running otrs on SUSE Linux. _______________________________________________ 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] Backup
by Mamakwa M. Sefiri 19 May '06

19 May '06

I am running otrs on SUSE Linux. -----Original Message----- From: Jurgen de Wijs [mailto:jdewijs@gmail.com] Sent: 18 May 2006 09:10 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Backup Mamakwa M. Sefiri schreef: > I have create a folder /backup under opt/otrs/sripts and it still gives me the error. > Are you running OTRS on a Debian system by any chance? There is an error in the backup script as it is shipped with the Debian package. If you run Debian let me know. I can explain how to fix it. Regards, Jurgen de Wijs _______________________________________________ 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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responding to new ticket notifications by email
by Isaac Gonzalez 18 May '06

18 May '06

Hi, currently when I reply to a new ticket notification that I receive in my email inbox(not within the otrs interface), it only gives a followup notification to agents that have that queue listed under "my queues". I would like for my email reply to a "new ticket notification" to notify the customer who created the ticket that they have followup. The notification sender address is helpdesk(a)ourdomain.com so when I reply to the ticket, it goes to the otrs just fine within the same ticket thread, it just doesn't notify the customer that they have followup. When using the web interface to do a standard response, this works fine because it sends directly to the customer email address, but it lacks an address book to cc or bcc anyone if needed. If there is anyway to change the notification behavior to emails that are sent when replying to a new ticket notification? Thanks, isaac Isaac Gonzalez Systems Administrator AutoReturn Phone: (415)575-2359 Fax: (415)575-2379

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RE: [otrs] Backup
by Mamakwa M. Sefiri 18 May '06

18 May '06

I have create a folder /backup under opt/otrs/sripts and it still gives me the error. -----Original Message----- From: Nils Breunese (Lemonbit Internet) [mailto:nils@lemonbit.nl] Sent: 18 May 2006 11:29 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Backup Mamakwa M. Sefiri wrote: > I am want to do backups the system everyday > > I read the manual on how to back and when I run this command line > > ./backup.pl -d /backup/ > > I get an error directory:/backup Did you create /backup? I guess not. Nils Breunese. _______________________________________________ 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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